Crate And Barrel
Reviews and Complaints

Standing in line to do a return getting madder and madder. Be person at the register and everyone else standing around talking.

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 :(

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.

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!

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

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!

My wife and I ordered this sofa from the Lenox Mall Atlanta store and recently discovered that the order is going to be delivered late. I want to emphasize that WE discovered the lateness when WE called to check as we had not heard anything for over four weeks! We discovered through painful phone calls over three days that the store was notified within a week of the delay and did not notify us. When we tried to discover the reason, we were palmed off with several "probable" reasons that all involved the manufacturer and the material we chose for this "semi-custom" sofa. We pushed for a definite reason and the store manager eventually called to say that "corporate" had told her that our order was being manufactured and would be ready as per the "lead time" quoted in writing when we place the order, BUT, it was going to stay at the factory until Crate & Barrell had enough orders from other customers to financially justify picking up from the manufacturer and "corporate" was not going to do anything about it as it was not "cost effective." In fact, the manager confirmed that all the "lead time" and "ETA"s that they give you, verbally and in writing, mean NOTHING: it could be six, 12, 24 months or more before we see our order. Crate & Barrel are not held to any delivery standard if it does not meet their cost effective (read profit line) goals. Individual customer service and satisfaction fall way below their company profit line in priorities, despite the fact that they take your money up front and keep it in their bank account gaining interest for them! Any cancellations after 72-hours of order placing result in no refund. Under other circumstances this may be called highway robbery, or even fraud! In addition to this appalling example of big business holding the individual "hostage" for their own gains, we have serious reservations as to what Crate & Barrel may have done with our personal credit information. When we placed the order we were advised that we would get a discount if we applied for a Crate & Barrel credit card. I went ahead and applied as directed by the sales associate and inputted my information into the key pad at the checkout desk. Three weeks after, MYWIFE, received a letter from Crate & Barrel's credit card company saying that they could not approved HER application as they could not verify HER social security number. My wife never touched the keypad and never input any of her information. After two attempts from the store, we eventually obtained the telephone number for Crate & Barrel's credit card company as it was not included in the letter. We discovered that the company had NEVER received my application and couldn't explain why my wife had an application processed in her name as the store was responsible for gathering the information. Of course, the Lenox Place Atlanta store had no explanation. We are closely monitoring our credit reports, but are gravely concerned about Crate & Barrel's personal information collection system. BE AWARE AND BE VERY CAREFUL.

Crate and Barrel seems to have to clue that their customers might work for a living and have better things to do than spend their lives waiting and talking to customer service representatives. I have placed a number of orders with Crate and Barrel and with every order I receive multiple emails requesting that I call. What I ordered isn't available - what I ordered is now back ordered - they need more information - something. And so far, every order has had delivery issues. On one order I paid the $99.00 to have the product delivered and setup and it was FedExed to my doorstep. Then when I call I'm on hold for 20-40 minutes - OR I leave a message for somebody to call back and they do - of course, sense I do work for a living, when somebody calls me I am on the phone or in the middle of doing something else productive. Crate and Barrel chooses to cut corners and don't hire enough staff to handle customer calls efficiently and don't care whether their customers are inconvenienced. I must be insane to keep placing orders with Crate and Barrel and expect something different. Hmm I'm not insane, so I think I'll just stop.

Simply was trying to have a part replaced for a planter that's finish was incredibly non durable and scraped off with the slightest abrasion. It took weeks to get replies and kept getting runaround they would help resolve. Send pictures here, send pictures there, and I did. Finally I had to give up because it should not take over month and 1/2 to still be waiting for replies and how this might get resolved. I cannot understand how a company like this can think they can get by with such poor lack of service. Now that I see their abysmal customer service along with the lack of quality in their products, I would never want to do business with them again.