New Reviewer

Sonata chair leather peeling

Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
I bought 6 black leather Sonata chairs from Crate & Barrel in 2012. They were very gently used for about 5 years, then they started getting more use. Shortly after the use stepped up, we noticed the leather peeling off and cracking and the legs and back loosening. The...
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4 comments
#1786787

I purchased four of these in 2007 and two more in 20012 because I got a bigger table. I noticed that the newer ones had no springs, I figured C&B did this to save on cost but what I now realize is that they also cheapened the leather.

My old ones look great with a beautiful patina. My newer ones have peeled and cracked and look terrible. It discusses me that I paid almost $500 a chair thinking I would get a lifetime of use. Although they get these from a supplier in Italy, I can’t be sure if C&B was aware of this change in manufacturing.

I am now stuck with four classic chairs that look great and two pieces of garbage.

It has soured me on crate and barrel and I’m not sure if I will purchase anything from them ever again. These are no longer made in leather and I am going to seek an upholstery shop to see if I can match the old leather.

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ID
#1314763 Review #1314763 is a subjective opinion of poster.
Location
Pasadena, California
Product
Crate And Barrel Sonata Dining Chair
Reason of review
Bad quality
Loss
$1500
New Reviewer

They took my money and I never received the furniture

Update by user Jul 27, 2018

Still trying to get refund from CB2 for the chair, ordered months ago, that I never received

Original review posted by user Jul 26, 2018
Ordered chair May 18 when it was in stock; CB2 shipped it immediately. When I didn't receive it they claimed it was "lost," but by then it was back ordered until, supposedly, July. They strung me along for months as I called multiple CS agents, waiting on hold an hour each time, to get status. Also tried email to CS. Each time the agent (Alejandra, Nilsa, Carl, Linda, Sue, Caley) promised to call me back with status but never did. Each time the agent promised the replacement chair in late July. Caley even gave me her email address so I could check on ETA. July 26 I emailed Caley for status. She replied that chair was not back ordered until late Sept. I replied in email "PLEASE CALL ME." Within 30 seconds, instead of calling she sent an email vacation responder and ignored subsequent emails. I reported her and the other problems to management and cancelled the order. I no longer think Crate & Barrel is a trustworthy furniture company. Their customer service is the worst I've ever experienced.
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ID
#1313923 Review #1313923 is a subjective opinion of poster.
Pros
  • I liked the chair i ordered but never received
Cons
  • Never received chair and customer service is horrid
Reason of review
Problem with delivery
New Reviewer

Took money and never got delivery

Trying to get outdoor furniture Ordered waited 4 weeks and were told it wad not available Ordered another item told to wait 2 weeks. 3 weeks later they said it would be in in a month
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ID
#1290771 Review #1290771 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Crate And Barrel Shipping Service
New Reviewer

Worst costumer service

Crate And Barrel - Worst costumer service
My case is fraud. Called and had order canceled. "They were able to do that". I have ben waiting for my refund. It has been over a month!! I have called and called to get my refund countless times every week. Been told twice it has been pocessed to give 5 business days and when i call my card company and check they tell me merchant has not refunded me nothing is showing.. Nothing is there. Lynn Oostus in the financial department is very hard o reach every time i have called i end up waiting about 40 minutes for a representative to answer only to be told i will give her your message she will call you back. Or thats another department let me transfer you and i am on hold again for another 40 minutes. Terrible why is this busniess still open and running. I want to sue them! I am pregbanr with my 4th child. We are Military family and will be pcsing soon need my $500 refund for travel costs! Crate and barrel so quick to take peoples money but take forever to give it back! Its $500!! Not $20!!
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ID
#1284820 Review #1284820 is a subjective opinion of poster.
Service
Crate And Barrel Customer Care

If I ever receive my order ....

I ordered four brass lanterns on June 9 . Have yet to receive a delivery as of June 16 . Not “ back ordered “ or so I’m told . Ordered from three other companies on the same day and received their products already. When I called customer no service they supposedly...
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ID
#1281453 Review #1281453 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Reason of review
Order processing issue
New Reviewer

Delivery

Ordered book case...measured to make sure it fit..2 guys in plain truck show up...one guy spoke limited English the other spoke no English...neither had tape measure. One kept saying over and over “no fit” when all that had to happen was for them to tilt the piece. I gave up but made mock piece out of cardboard and it fit with room to spare. This was only piece of furniture in 22 years that was “undeliverable”...no help from Crate..still charged for no delivery. IKEA has better delivery service!
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ID
#1269270 Review #1269270 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Reason of review
Order processing issue

Beware!!!

I placed a substantial order ($250) on a wedding registry to be delivered to my home. The order included 2 glass wine carafes, wine glasses, martini glasses and craft beer glasses among other items. All of the glass items were simply wrapped in the white foam sheeting...
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ID
#1234874 Review #1234874 is a subjective opinion of poster.
Reason of review
Problem with delivery
New Reviewer

Poor Customer service / phone system

Spent over 2.5 hours trying to order a simple item. Was left in queu for over a 30 min period 2x. Then left my phone number 2x. Tried the chat feature, but the rep couldn’t help me or answer my question. Time to shop at PB or RH!
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ID
#1224299 Review #1224299 is a subjective opinion of poster.
Reason of review
Order processing issue

Damaged Product

3/17, Three chairs were deliver & one was not leveled & rocky. I informed the delivery guy & he immediately said it was my floor. I did not appreciate the remark & told him to check out the chair. He agreed & said someone would bring me another chair. Since he lie...
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ID
#1212700 Review #1212700 is a subjective opinion of poster.
Product
Crate And Barrel Chair
Reason of review
Problem with delivery
New Reviewer

Lack of communication

I puchased 2600.00 worth of leather chairs from Manhasset, NY a week ago and was told they would call when chairs arrived. They would arrive in pairs. I never got a phone call. I called a week later and was told 2 chairs were in. I picked up the 2 chairs and was told...
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ID
#1210585 Review #1210585 is a subjective opinion of poster.
Location
Manhasset, New York
Service
Crate And Barrel Pick Up Service
Reason of review
Order processing issue

Terrible Customer Service

Horrible Horrible Customer service. Spoke to Jackie & Roxanne from customer service. She had me on the phone for 33 minutes. Not only was she informative but very RUDE. Didn't even price match. Plus, both SKU's were EXACTLY the SAME. Went back and forth and she kept putting me on hold. Roxanne trying to tell me that I was WRONG. Are you kidding me? First of all I purchased many items from this website and wanted to redeem my gift card from the holidays. I am VERY disappointed. Will no longer be purchasing from Crate & Barrel. This is absolutely ridiculous.
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ID
#1169321 Review #1169321 is a subjective opinion of poster.
Service
Crate And Barrel Customer Care
Reason of review
Poor customer service

On-line order representative incompetent, takes after management

My on-line order did not arrive. I called customer service (Stephanie) said I DID receive it, but she would trace. Nothing happened. I called back - got another rep who said UPS heard broken glass sounds from the package and returned it to C & B. She also said Stephanie had done nothing. I wrote ownership/management (in Europe) and got no response. This means ownership/manage either is indifferent to incompetence or condones it. The rare times I purchase from C & B is when I absolutely cannot find it somewhere else and really, really want it; maybe once every 18 months. I also have repeated my experience every chance I have.
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ID
#1161177 Review #1161177 is a subjective opinion of poster.
Service
Ups Delivery Service
Reason of review
Poor customer service
New Reviewer

Delay on shipments

I order a table and chairs and they promised that the delivered date would be on the 29 of December max. I am expecting my family here and they will not deliver the order, actually they do not know when the order will be delivered. In the Chat they said they cannot...
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2 comments
#1467321

I ordered a $1,600 cabinet on March 18. Was told on March 18th it was IN stock would be delivered on 4/23.

On Friday 4/20 received call at 7:45PM saying it was confirmed for delivery on Monday 4/23. My husband and I spent a lot of time moving things around so it would fit in room. Was called next day 4/21 at 1:45PM to say it was actually on backorder, not being delivered and NOT in the warehouse. I have already been charged FULL amount and was told item was IN stock a month ago.

No idea when I will receive item that I was told WAS in their warehouse and they have $1,600 of my money. This is misrepresentation and violates their own deposit rule to not charge full amount until item in stock. Someone else warned me not to buy from here due to bad experience.

Not sure if I have any recourse at this time. Any suggestions?

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ID
#1156702 Review #1156702 is a subjective opinion of poster.
Location
Skokie, Illinois
Cons
  • Bad customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Holiday Shopping Fiasco 2017

I ordered a Pro Audio addon C5 Wifi speaker from Create and Barrel on Black Friday 2017 because of discount and free standard shipping of 3-7 business days. Received a confirmation email that it was being prepared for shipping within minutes. Called after 5 business days when I did not receive a shipping notice. Told to call back after 10 business days. Called back at 10 business days, I was told delays due to unprecedented order volume over holidays. Told to call back in a few days if nothing changed. Called back 3 business days later, was told the item is drop shipped directly from the vendor, the vendor changed warehouses and it caused a delay, and that the item arrived in a pallet from the vendor and to call back Friday, 16 business days from the order date, if no shipment tracking information has been received. Contacted C&B via chat on the Friday morning and was told variations of the first two excuses. I said that is not good enough at this point, I requested the rep follow-up on the order and change shipping to expedited at their expense and to contact me when completed, today. No answer by 3PM, called again and found out drop shipping is handled by an entirely different department and she can only email them, and will call me back when she receives a response from them. The entire experience is a customer service fiasco without anyone knowing what they are doing. My experience with drop shipping anything has never been this poor, and C&B only compounds the issue with poorly trained customer service people who do not understand their business and how their operations work. That a relatively small item is still unshipped after 16 days, it is no wonder Amazon is killing brick and mortar based businesses like C&B.
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ID
#1149191 Review #1149191 is a subjective opinion of poster.
Pros
  • Discount offered
Cons
  • Long delays
  • Incorrect information
  • Poor customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
New Reviewer

Delivery charges and delays

Not my fault ottoman is back ordered. They still want to charge a separate fee to drive a footstool out by truck when the turtles are done making the footstool. Ridiculous delays, long waits on hold, non functioning phone trees, etc etc.
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ID
#1148846 Review #1148846 is a subjective opinion of poster.