Crate and Barrel Reviews 461

They are the worst! Constant miscommunication and incompetence. They mess up your orders repeatedly and then you’ll still be penalized for it, not them. You’ll be penalized with major delays, holds, up charges, etc… and they won’t even consider any type of compensation for your suffering. STAY AWAY!!!

Ordered curtains and rod and was told that they would arrive to the store for pickup in a week. Curtains came into the store after a week, the end caps for the curtain rod came in another week after that, and another week after that I received an email telling me that the rod would be arriving late and to call them. When I called, I was put on hold for about 25 minutes. They offered to send the rod directly to my home, but I would need to re-order the rod and cancel my first order. I would not give the representative my credit card number over the phone to order the new rod (they don't have a secure method of taking telephone orders), so the rep told me to order the rod online and then call back to get the shipping refunded. At that point, I asked to speak with the manager, was put on hold for another 6 or 7 minutes, and the manager took care of everything and gave me a $50 e-gift card for my trouble. That was nice of the manager to do. The customer rep and manager did everything they were supposed to do, but the overall customer experience was subpar due to the long delays and inability to get me the product in the time promised. Sales rep 4/5, manager 5/5, C&B product availability 1/5.

part of the order (kitchen dishes) came in broken (the fedex guys must have used the box as a football). Online chat/customer service must reside on another planet based on the speed of response.
Another item that they claimed was delivered is MIA. Still waiting for the remaining items, more than a week after purchase. Yeah, this might be the last time I shopped at this overpriced place

Nightmare with orders. Double points for credit card purchase on web site, but never received the correct amount. Items in stock, now suddenly out of stock. Not charged on card. Then months later they charge my card with NO explanation. No delivery date. NEVER will buy from this unorganized company again. But the people you call at customer service are wonderful, but rarely fix any problems.

Terrible customer service. Bought a 3 foot Christmas Tree here. No box, floor model. When I asked for even a small discount since it was a floor model, U got a flat no and a cheesy plastic bag to take mt $180 3 foot tree home in. And the clerk told me it had a timer function. It did not. I went back to complain to the manager only to get the same zero customer care. She could have cared less. That is my last purchase a this store, ever.

We ordered our couch in February of this year we did not receive until November on two separate weeks as the lounge element was missing. We accepted that and did not complain as we were told that delivery was to be later than estimated. It was suggested it would be September so we let that slide.

Unfortunately the corner piece of the couch was not made correctly, the webbing in the base is non existent causing the corner cushion to sink lower that the adjacent cushions. I made a complaint to customer service and they ordered me a new corner piece originally to come in January. Which was extremely disappointing. Then I got notification that the corner piece won’t be available until APRIL! That news is devastating considering the amount of money we spent on this sofa!!!

Yesterday I received an email asking me to rate my email conversation with another customer service rep. I did not receive the email they are referring to at all. I did check my spam and trash to no avail, so I have absolutely no idea what has transpired.
The C&B website states shipping within 6 weeks. If that is true why is it taking more than 1YEAR to complete my order!

Recently placed a large order, including numerous items that were backordered but still charged to my card. Eventually, I was notified some of the items were no longer available and I would be issued a refund. So, essentially I "loaned" C&B several hundred dollars interest free. If I'm going to give out interest-free loans, my friends and family will come first...not C&B or any of their other businesses.

I ordered a bed in October 2021. Still waiting. They are now saying December but they keep re assigning parts of my order so they can’t seem to get all three pieces of the bed in one place to deliver. Customer service responds but usually only to say when I inquire that there are further delays. I have asked about other options but they keep saying it is 6-8 weeks for any other beds so I should just keep waiting. Then they delay again…

Bought two sleep sofas in May and was told up to 6 months for delivery. Bought because having company at Christmas. In these 6 months they have no idea where your furniture is or when it might be finished (comes from China?), and they can'y give you an update. I find this appalling - it's a furniture company - how can they not know the status of your furniture? I finally get the call that my furniture is ready for delivery (after the full 6 months) - to their warehouse in the US (I'm in Canada, bought on the Canadian site). When they say "6 months delivery" they mean to them, not you. From there it's another 4 weeks to get to Canada (and another $700 per sleeper added on later for this privilege), and another 2 weeks to get a delivery company in my city to get to me. I won't get my furniture until earliest the end of the year. Too late. I ordered May 28 for 6 month delivery, and their next projected date for delivery to me is Dec 27. I ended up going to Ikea and buying two sleeper sofas to accommodate Christmas guests - now I will be stuck with 2 over priced sleeper sofas. There is of course NO WAY to cancel the 'bespoke' order no matter how bad their service. I don't know why someone would put up with that level of service. Oh - also - no way to leave a bad review on their site. In the meantime spoken to some designer friends and find that they don't buy from C&B for this very reason. Expensive lesson learned.

I highly advise anyone looking for a custom couch to look elsewhere. Did not expect this kind of unprofessionalism from a reputable company like Crate and Barrel. When I purchased a sectional and other pieces for my living room back in October 2021, I was given an estimated 3 month wait time for delivery. In January of 2022 the date was pushed back to February then March then April. Around May I got a call to schedule a delivery for only part of my order since everything was ready except one part of the 2-piece sectional I ordered. I told them I’d rather wait for the whole order to be delivered at once. August 2022 I receive a text that the other piece is ready, on its way and expect to schedule an appointment for delivery soon. Four months later and the piece in question is allegedly still somewhere in transit to a warehouse due to warehouse delays. CB still can’t locate the part or confirm when it will be checked into a warehouse to await the actual delivery into our home. After several calls, emails and texts, we are told cancelation or refund is not an option because it is a custom made to order couch. It takes weeks for any response or updates on this piece’s whereabouts and the response is always the same; they are contacting either the manufacturer or vendor or warehouse or custom design team and will provide updates as soon as they hear back and that they are happy to ship a partial order and deliver the rest when it is ready. They are only willing to discuss waiving shipping costs and offering some compensation once all the items are delivered. I would avoid buying furniture here at all costs if you do not have years to wait for it.

I ordered a couch in December of 2021. Every month or two since i have received notices of delays due to Covid issues and supply issues. It is now November, 2022 and it was supposed to arrive now. Corporate office said in October that I should have it by Thanksgiving. But today, after calling, I learned it is estimated late December. C&B has no control over their product and just string me along. Miserable experience.

Worst buying experience. I would not recommend this company. Bought Dresser and side tables. Put purchase on Credit Card for the rewards. A couple weeks after purchasing we were notified the order was delayed more than once. When the order was shipped, one side table was damaged and had another customers name on it. Dresser showed up damaged, loose handles, dust and dirt in the drawers. They sent out a new one, again damaged. Finally ended up with an acceptable product. The rewards program is terrible, not allowing you to have more time to use your rewards, especially given their supply chain issues. You have to move mountains to get them restored. After literally hours on the phone, chat, email etc... they restored part of the rewards and issued a partial refund. Almost not worth it, considering the time wasted fighting for this. One agent (part of the leadership team) was rude and questioned me as if she didn't believe me when I said I decided to keep the side table, even though it was damaged (this was negotiated with a customer service agent). I have bought from restoration hardware, pottery barn and haven't had an experience like this. For what they charge for their products, I expected higher quality products and service. Never again! I should add, this buying experience in the store was good, everything after went down hill. Quickly took my money and didn't end up with all pieces for a year.

They have me on there email address, when I try to unscramble it says email address not found. The company sucks. I won't buy a thing if they were the last company on earth.

Update: we never received the knives!! Instead, they sent a set of plastic cookie cutters! You just can't make this sh!t up. We had to drive an hour to the nearest store and return. Meanwhile, the creditcard statement arrived. Unbelievable.

Absolutely horrible experience trying to cancel an order. We visited a C&B in a neighboring state, and opened an account to take advantage of the savings offered to card holders. We then made a purchase of a very expensive set of knives, requesting they be shipped to our home. Upon returning home approximately an hour later, I checked the reviews and realized these knives were rated poorly, not of good quality, and had rusting issues. I called to cancel the order. I was told they already shipped, and the order cannot be cancelled, but they would email a return label to print and send them back after they get delivered. I inquired about payment and was told processing the return would take a while, so I may have to pay the invoice when it arrives. Are you kidding me?! One and done. I will never make a purchase from this business again! Being pressed for time in order to avoid the traffic driving home, we left the store. Thank goodness we didn't buy the other items we looked at!!! We were going to complete the purchase of the other items when we returned, in the comfort of our own home, totally over $4000. After doing a little more research on the products this store offers, it appears to be overpriced and low quality. There are better places with better quality product at similar price point. Shop elsewhere!

Not worth it. I ordered an item showing in stock at my local store for pick up. Right after order confirmation I got another email saying it was actually not available, but would be soon. It said mid October and I ordered 10/16. Pretty mid October to me. Next thing I know it’s become late October, then early November now saying late November. Customer service people have no clue and I’ve had two say they would get back to me and didn’t. They offers some money back, I was willing to pay the price, I just want my item in the time I was supposed to get it. The company lies about the lead times and just strings you along by 2 week increments hoping that will mislead you to thinking it’s almost headed your way, so might as well wait instead of cancel the order. Sad part is the same thing happens with their sister company CB2. Last fall I ordered a rug that had a lead time of 2 weeks and no lie, that turned into 6 months of them doing the same thing “mid November, late November, mid December, late December. 6 months later they scheduled the delivery with me and gave me a window and the driver showed up almost 2 hours before the start of the window when I wasn't available. Then had to wait another 2 more weeks for it to be delivered again. I wasted so much time with customer service and waited half a year for that one and now this is the same thing all over again. An in stock item went to almost a month so far and counting. Overpriced items and misleading sales tactics by lying about lead times. If there is a lead time, okay, but be transparent about that. I would rather be told longer lead times and it get there sooner. But they know that could mean more people not bothering to purchase or canceling orders so instead, they lie. Not worth it.

I purchased some of the most expensive bath towels I've ever purchased in my life from Crate and Barrel. I thought that since they were expensive and from a reputable company they would be superior quality. While they do perform as towel should, these towels are fraying and falling apart at the seams after just over a year. I have Walmart towels that have lasted more than 10 years. Needless to say I will never shop these towels again. I feel I've been ripped off.

As a former employee, I beg you to run - the company is in severe debt and they are cutting hours just before the holidays (except the upper level of course!)

RUN AWAY.

I ordered Axis Sectional - Douglas Ice in May 2022. Delayed 3 times. still no sofa. AVOID AT ALL COST.

I ordered a 5 piece reclining leisure sectional sofa in March of 2022. I got most of it in October except for the left end reclining piece. They keep telling me the piece I’m missing is ordered and that they are looking for it at the warehouse. Today I get a box from crate and barrel dropped off on my front porch that is my “sectional reclining end piece”. It was not. It was actually a black dining bench. Not remotely close to the sectional piece or even a piece I ever ordered. Now I have 2 extra pieces of furniture and a sectional sofa that still isn’t useable.

Utter incompetence when it comes to supply chain management. but still think its ok to charge customers in advance at order time and then just keep delaying actual delivery of product for months. Because customers are expected to give interest free loans to Crate and Barrell? Last year a dining table that was delyaed 6 months and every month the update was it will be here next month. Now its a media console table that is delayed 3 months and every month its the same thing..it will be available next month (Sigh)