Crate And Barrel Reviews

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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
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
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
  • Regret decision
  • Affect on my time
  • 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.

Return

Standing in line to do a return getting madder and madder. Be person at the register and everyone else standing around talking.
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ID
#1146852 Review #1146852 is a subjective opinion of poster.
Location
Pittsburgh, Pennsylvania
Service
Crate And Barrel Customer Care
Reason of review
Order processing issue

Crate and Barrel tried to silence my 2-star review

I attempted to rate Crate and Barrel's Dryden Apartment sofa on their website with a 2-star review, however my review wasn't published because of the bogus excuse "contains shipping complaints," when not a single word in my entire review mentioned anything about shipping. They didn't want to publish my review and are deceiving customers into thinking their furniture is higher quality than it really is. Horrible business philosophy from these scandalous thieves. They charge an arm and a leg for their average quality furniture. Here is my review of their Dryden Apartment Sofa in Diamond Flax: Not worth the price I purchased this couch one month ago and it was my very first brand new, large purchase couch I have made. Honestly I chose this couch because it was the only "affordable" one that would fit into my small apartment (narrow awkward hallway) and it looked decent enough. I am pretty disappointed though for many reasons. All three dimensions are about 1" smaller than listed. The legs came with dents/markings and one leg came without the hardwood floor stud. The fabric feels cheap, and yes I tested it out in store and I swear the quality in store just felt better. The back pillows do not look like they do in the photo - here they look long and flat, but mine look short and stumpy, with indented lines that cause me to have to fluff the pillow up to look better. One of the seat cushions sinks in noticeably more than the other. The Crate & Barrel sticker placed on the inner couch makes it look like a cheap knock-off. I am not one to spend this type of money on a couch, but I saved up and hoped for excellent quality, and this couch doesn't fit the bill. I would say its value is half of what it's listed at. I ordered the standard flax color, and Crate and Barrel only gives you 7-days to file for a return, which I think is horrible and I don't think I will ever buy furniture from Crate and Barrel again because of that policy and my experience with this couch. I can live with it, but totally not worth what I spent and I feel I wasted so much money :(
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ID
#1117983 Review #1117983 is a subjective opinion of poster.
Location
Seattle, Washington
Product
Crate And Barrel Dryden Fabric Sofa
Reason of review
Damaged or defective
Preferred solution
Price reduction

Customer service by email non existent

Placed an oder online from a registry as a gift. Used their own form to email a question. 3 days later, still no reply. Used the form to ask additional question. It has been 6 days, nothing. Why have the form if they are non responsive? Issues were not important enough to call, used form to save time. Will not order from them again. Also, when i placed my order, underneath it said it was eligible for free shipping, but nothing happened when i clicked the link, and no further info available. I was charged for shipping... Any time i have emailed a company i have recd a reply within 24 to 48 hours.
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ID
#1109046 Review #1109046 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Reason of review
Poor customer service
Preferred solution
I want emails responded to
Purchased 8 Folio Chocolate Leather Chairs in 2009. The brown color began melting in 2014. Actually blamed my grandson for climbing on the first one. Took it back and had to pay more for a replacement. Thought is was our fault. Now 3 more chairs are melting away,...
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1 comment
#1948054

The earlier folio chairs were defective. They were bonded leather.

Eventually they breakdown.

I got partial credit then bought their new Folio chairs which are full ingrained leather. More expensive obviously but a good deal none the less

ID
#1062161 Review #1062161 is a subjective opinion of poster.
Location
Tigard, Oregon
Product
Crate And Barrel Folio Dining Chair
Reason of review
Bad quality
Loss
$2251
Preferred solution
Replacement with 8 folio real chocolate leather chairs
New Reviewer

Update on Oct 2016 post about crate and barrel Folio chairs

Update by user Oct 24, 2017

Hello fellow consumers, Took the 6 chairs and 5 barstools into San Diego store on May 25, 2016. They gave me store credit 329$ for each barstool, 69.97$ for each chair for a total of 2224$ store credit.

I'm somewhat satisfied but wanted even exchange due to false advertising and poor customer service. Preferred to bring my business elsewhere but no choice. I will use the store credit to purchase their REAL leather folio barstools. The store sale person told me this wont happen again because it's REAL leather this time.

What a joke, they knew they were wrong. I'm out 6 dining chairs because the store credit only covers the barstools. So I'm still out close to 1800$. After I spend the store credit, I'm not going back.

Unless these barstools start breaking down.

Good luck! Remain persistent.

Original review posted by user May 25, 2017
see my post from oct 2016. I went to CB store and brought 2 dining chairs in. They told me, sorry but it's been too long so no returns. I told them I havent used them for over 2 years since they are so ugly now. After gently discussing for 30+ minutes they will allow me to return all the chairs and stools if I have proof of purchase. Well, Im going back to CB store tomorrow. I have found the original order# for the 5 barstools. They are allowing me to return them, not sure what they will give me, refund for purchase price or replacement value which is 529$ each on their website. Unfortunately, CB nor I can find order# for the dining chairs even though it was purchase same store. But Im bringing 6 dining chairs and 5 barstools into their store tomorrow. Interested to see if they will accommodate me or allow me to show potential customers what happens to the expensive chairs in a few years. Wish me luck!
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ID
#1051758 Review #1051758 is a subjective opinion of poster.
Product
Crate And Barrel Folio Dining Chair
Reason of review
Bad quality
Loss
$5000
Preferred solution
Full refund
wow. i have had same problem with my set of six red folio chairs and they are so unsightly now it is an embarrassment to use them. i bought maybe 6 years ago. they started to develop some tiny black spots showing through the red "leather" after 2-3 years. i thought it...
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3 comments
#1784951

Same situation for 6 chairs with little use. I was offered 30% credit to return the chairs which is NOT acceptable.

The backs are still looking ok for now so I am trying to come up with a solution for the seats. I found a kiwi green fabric that is an exact color match of the folio chairs. Wish me luck.

I waited two years to buy those green kiwi chairs. What is their explanation for this happening?

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ID
#1034466 Review #1034466 is a subjective opinion of poster.
Location
Chicago, Illinois
Product
Crate And Barrel Folio Dining Chair
Pros
  • Product design salespeople at store
Cons
  • Store misrepresented chairs as real leather but they are bonded
Reason of review
Bad quality
Loss
$1400
Preferred solution
store credit in the full amount i originally paid for these fake leather chairs

Short Review on February 09, 2017

Dear sir /mam My self rakesh I was working with your vendor Monsoon impex pvt Ltd. Gurgaon India. But on 21th Jan 2017 they put me out from company and not give me my all dues. I requested you please help me for clearing my dues. They are not good person. And not following the rule of government. With Regards Rakesh Kumar
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ID
#1005196 Review #1005196 is a subjective opinion of poster.
Reason of review
Problems with payment
New Reviewer

Crate and Barrel - BEWARE!

Crate and Barrel severely botched the delivery of a large quantity of furniture I ordered. Items were broken, splintered, parts did not fit together, delivery personnel could not rectify issues, and Crate and Barrel associates and managers were unable to assist me. I took a few full days off work for deliveries that were unsuccessful, never occurred, or left me with broken/unassembled furniture. This purchase has cost me a lot. I have paid a handyman to finally make the furniture functional and safe and lost $3000.00 in salary. I am extremely dissatisfied with Crate and Barrel Management. I hope they do contact me soon with a solution to the time, money, and trouble they have cost me so I can report back positively on this site. BEWARE!
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ID
#955178 Review #955178 is a subjective opinion of poster.
Location
Naperville, Illinois
Product
Crate And Barrel Entertainment Center
Pros
  • Jessica
Cons
  • Delivery
  • Management
  • Associates
Reason of review
Damaged or defective
Loss
$3150
Preferred solution
Full refund