Crate And Barrel
Reviews and Complaints

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.

I WAS pissed off. I posted a response to someone having a problem with CB. I ordered two additional chairs after two years. The description was the same as those I purchased in the Bridgewater NJ store, so I purchased them online. Unfortunately, when they arrived there was a noticeable difference in the color of the piping around the entire chair. I first called customer service, asking to return the old chairs and swap them for the new ones that are different. My argument was that the description was the same, and if they weren't exactly the same they should have changed description to state "contrasting piping." I needed 4 matching chairs! After being told about their 30 day return policy, and that they don't RENT furniture, my blood was boiling! I immediately called corporate and spoke to Erica. Within one week the problem was solved; they exchanged the old chairs for two new ones. Everything is now perfectly matched! I WAS PISSED, BUT NOW IM HAPPY THEY DID THE RIGHT THING and give credit where credit is due! I'm going to purchase two more chairs NOW...just in case.

I purchased a set with Sonata chairs two years ago. We had a bench, but it wasn't comfortable, so we decided to order two more sonata chairs. The website gave the exact same description and picture of the chairs, so we purchased two more chairs. When we received them we realized that the chairs are exactly the same, but the piping around the seat back is a totally different color! Same name...same chair...same description...and now I have 4 chairs that don't match! Working with corporate on this one because when I spoke to customer service I was told I should sell my two older chairs. When I asked for the old ones to be returned so all 4 would match, I was told it was after the 30 day period. I was also told that CB doesn't RENT furniture! Bought pieces from pottery barn years after to complete a sectional, and all pieces matched exactly. Does this company look for different vendors to make a better profit from the consumer? If they decided to change anything obvious like the greenish color of the piping, they should describe that or give the chair a different name. Or...did they realize the poor quality after complaints such as yours? Regardless, I need chairs that match. Waiting for a resolve and will post NEGATIVE or POSITIVE solution. I just can't see ordering 4 new chairs because they decided to change the color of the piping, especially after such a short period of time. Who should expect to buy new chairs after only 2 years? The old chairs are holding up. Should I be thankful? Lol. I wonder if I'll have to go through 49 calls or email. The fact that they forwarded my pictures and comments to the BUYERS suggests that I have a long road ahead. I'll post the results.

For a company that charges so much for "just average" products that have more "it" worth than quality value, you would think they could provide better customer service. I have had to call about the same order 4 times, each time pressing buttons on my telephone keypad to get to the "right" place, then waiting on hold for several minutes, and and each time having to re-explain my situation. Now, today, I got a call back from someone with a name, who left me a message to call her back. Guess what ... that's right, she did not provide her extension, so I have just now called for the 5th time, only to repeat the whole process over again. This company needs to get its act together ... seriously!