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

Folio Chocolate Leather Chairs

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

Red leather folio chairs from C&B were actually fake leather aka "bonded"

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
  • Assistance
  • Associates
  • Delivery
Reason of review
Damaged or defective
Loss
$3150
Preferred solution
Full refund
New Reviewer

Crate & Barrel Folio dining chairs - abysmal

Crate And Barrel - Crate & Barrel Folio dining chairs - abysmal
Crate And Barrel - Crate & Barrel Folio dining chairs - abysmal
Update by user Aug 13, 2020

So far the new folio top grain barstools are holding up. But we aren't using them much because I'm afraid of sudden deteriorating leather.530$ a piece , we have 5 and no one really sits on them.We use our vintage dining chairs that were 40$ a piece which are still in...

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10 comments
#2106096

Same here. 6 Folio chairs have bonded leather that has decompensated with very little use.

Do not buy these! I cannot even resell them and when I reached out to C&B they suggested this was due to poor care on my part.

These chairs are advertised as top grain leather..NOT bonded leather. Buyer beware..

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ID
#930547 Review #930547 is a subjective opinion of poster.
Product
Crate And Barrel Folio Dining Chair
Reason of review
Bad quality

Crate And Barrel - Folio Dining Chair Review from Westwood, New Jersey

We too purchased the original generation of Folio dining chairs and bar stools. All of these real leather, not bonded leather seats, are cracking, peeling and generally unsightly. We invested in what we believed to be quality furniture with a substantial life span and...
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1 comment
#1222190

i concur, worst chairs ever.

we have 6 dining chairs and 5 barstools.

cant even give them away.

the "leather" is peeling, cracking. They sat untouched for 2 years and we started using them 3 years ago and they just fell apart.

Leather restorer wont take my $, not worth it he said.

He thought the chairs were from some cheap furniture place. Not even sure they are leather - some type of low grade bonded leather maybe.

Crate and Barrel says due to wear and tear...(if i wear sandpaper as pants).

They offer us nothing online, told me to ask the local store. I think I will drop off a few chairs in their showroom....

ID
#928474 Review #928474 is a subjective opinion of poster.
Location
Westwood, New Jersey
Product
Crate And Barrel Folio Dining Chair
Reason of review
Bad quality
New Reviewer

BE AWARE - Order Delivery and Unsafe Credit Collection Procedures

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.
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ID
#881615 Review #881615 is a subjective opinion of poster.
Location
Little Ferry, New Jersey
Cons
  • Long delays
  • Regret decision
  • Affect on my time
Reason of review
Poor customer service
New Reviewer

TIRED OF HOLDING - HORRIBLE SERVICE

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.
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ID
#880540 Review #880540 is a subjective opinion of poster.
Location
Wilmette, Illinois
Service
Crate And Barrel Shipping Service
Pros
  • Products
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer

Dismal Customer Service

Crate And Barrel - Dismal Customer Service
Crate And Barrel - Dismal Customer Service
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.
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ID
#879236 Review #879236 is a subjective opinion of poster.
Service
Crate And Barrel Customer Care
Cons
  • Long delays
  • Horrible customer service
  • Affect on my time
Reason of review
Poor customer service
Loss
$80
Preferred solution
Send replacement part or Planter stand as promised

Truly awful place.

First of all, the store is truly overpriced for subpar quality items. Secondly, the "gourmet" section of the store was a disaster with no rhyme or reason to the way it was laid out and poorly stocked. Thirdly, I over heard outright racist comments, sexist remarks and...
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1 comment
#1399745

Horrendous delivery. Fed Ex delivered my box & then brought it back in a few days.

Insane. Fed Ex also did not take my returns outside my front door. Now the items I want are out of stock. I give up!!!!

Blaming Fed Ex & unhelpful staff.

A few were very nice. Most are bored & witchy

ID
#851593 Review #851593 is a subjective opinion of poster.
Location
Beachwood, Ohio
Service
Crate And Barrel Customer Care
Reason of review
Poor customer service

Crate And Barrel Customer Care Review from Iselin, New Jersey

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.
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ID
#847711 Review #847711 is a subjective opinion of poster.
Location
Iselin, New Jersey
Service
Crate And Barrel Customer Care
Reason of review
Good customer service