Crate And Barrel Reviews

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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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9 comments
#1909955

I too have the same issue. It wasn’t until ALL 6, as well as a client of whom I specified them for had the same problem, that I looked into it.

I was told they had been “recalled”!!! Why wasn’t I notified?

They were purchased online under my business account! Talk about misrepresentation of product!!!

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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
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
  • Affect on my time
  • Horrible customer service
  • Incorrect information
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
  • Regret decision
  • Affect on my time
  • Long delays
Reason of review
Poor customer service
Loss
$80
Preferred solution
Send replacement part or Planter stand as promised
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

Crate And Barrel Sonata Dining Chair Review from Iselin, New Jersey

Crate And Barrel Sonata Dining Chair Review from Iselin, New Jersey
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.
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ID
#844593 Review #844593 is a subjective opinion of poster.
Location
Iselin, New Jersey
Product
Crate And Barrel Sonata Dining Chair
Reason of review
Not as described/ advertised

Crate and Barrel "Service" is Beyond Poor

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!
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ID
#829190 Review #829190 is a subjective opinion of poster.
Location
Forest Park, Illinois
Cons
  • Long delays
  • Regret decision
  • Horrible customer service
Reason of review
Poor customer service
We have the same problem with our chocolate brown folio chairs after 5 years. Our story is similar to yours. We were actually told by one assistant manager that the problem is recurring and that the manufacturer has remedied the issue. The result is different...
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4 comments
#1501603

We purchased eight blackfolio chairs. Same cracking and gummy surface as others are reporting. Disappointing indeed.

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ID
#820897 Review #820897 is a subjective opinion of poster.
Location
Brooks, Kentucky
Product
Crate And Barrel Chair
Reason of review
Bad quality
Defective Chairs Sold at Crate and Barrel
Defective Chairs Sold at Crate and Barrel
This review is placed here because Crate and Barrel would not allow my honest review to be on their site because it "mentioned customer service issues" which is ironic, to say the least. Purchased a pair of Sonata chairs and within 12 months of purchase, we started to...
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3 comments
#1619738

Yeah we have problems with a set of 4 dining chairs from crate and barrel as well ,on 2 of the chairs the metal on the back snapped in the same place which means they are defective

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ID
#806718 Review #806718 is a subjective opinion of poster.
Location
Mauston, Wisconsin
Product
Crate And Barrel Chair
Reason of review
Damaged or defective

Poor service - wish I had ordered from Pottery Barn

I ordered a couch in early September, and was told that it would be delivered by the end of October. It is now mid-December and I am being told there is a fabric issue. The updated delivery date is sometime in January now. I really regret buying anything from this company. There is absolutely no attempt to address the inconvenience or apologize for the complete lack of communication and accountability. Stay away from this company, and go with Pottery Barn.
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ID
#747412 Review #747412 is a subjective opinion of poster.
Location
Birmingham, Michigan
Cons
  • Horrible customer service
  • Long delays
  • Incorrect information
Reason of review
Poor customer service
Loss
$800
Preferred solution
Price reduction

Horrible customer service

Crate and Barrel is the worst company I have ever dealt with. I ordered a bed and was told 6 to 8 weeks for delivery. It has been 17 weeks and was suppose to be delivered today. Nope. Bed didn't make it on delivery truck. Something I only learned by being on hold and transferred to a million people. They had no intention of letting me know my *** was sleeping on the floor again tonight. Another two weeks, super sorry they said. *** you crate and barrel. Absolutely horrible customer service. Never again will I buy anything from you or any store affiliated with you ever again.
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ID
#718899 Review #718899 is a subjective opinion of poster.
Location
Portland, Oregon
Reason of review
Problem with delivery
Loss
$2500
New Reviewer

Crate And Barrel Online Order Review

Horrible service waited after paid in full over $1000 in May now late September still do not have delivery! No apologies nobody cares used to be good company no longer do not shop there
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ID
#703988 Review #703988 is a subjective opinion of poster.
Location
Tucson, Arizona
Reason of review
Problem with delivery
New Reviewer

Crate And Barrel - Sofa Review from Park Ridge, Illinois

Crate and Barrel Willow Sofa, ordered 6.21.15. Told 6-8 week delivery. Week 5 I called asking about status of shipment. Was told no issues with fabric notated. Week 6 recieved phone call asking me to complete the purchase and schedule a delivery date. I asked if the sofa had been shipped, was told yes , coming from California. I said great call me when it arrives and we can finish up with remaining $ 949.00 of the $2234.00 total purchase. C&B calls on 8.21.15 stating the sofa has arrived! Unfortunately, when I call them back they say there has been an issue with transportation, but they fail to know where my sofa is at...tell me to call corporate because they dont know where and dont have the information to tell me. Geez, easy questions in my book from a manufacturing background. Has it been built? Has it been deposited on a truck for shipment? What state is it currently in? What day will it arrive in Chicago? When can i schedule the *** delivery? Exactly what day do I finally get to sit on it? This is an IKEA all over again! The store staff is nice, very attentive and gracious. FLIPPING FAILURE TO FOLLOW THROUGH, lies on anticipated delivery. I even had one person say they would wave delivery costs due to late delivery and now...they have no record of that conversation. I suggest to all. Buy local, screw the big boxes! I wish i had read these blogs before I purchased. Would have never went down this lonely road of *** customer service. Hope this saves someone from future mistakes
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2 comments
#1037782

Resolved

#1026563

I am going through similar experience. They were transparent though about the renovations they are doing on their shipping dept... but still, it shouldn't be taking THIS long.

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ID
#688606 Review #688606 is a subjective opinion of poster.
Location
Park Ridge, Illinois
Reason of review
Problem with delivery