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

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
  • Horrible customer service
  • Long delays
  • Regret decision
Reason of review
Poor customer service

Crate And Barrel - Chair Review from Brooks, Kentucky

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
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
  • Regret decision
  • Affect on my time
  • 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
New Reviewer

Crate And Barrel - Lounge Sofa Review from Bellflower, California

Crate And Barrel - Lounge Sofa Review from Bellflower, California
Crate And Barrel - Lounge Sofa Review from Bellflower, California
The Crate and Barrel Lounge Sofa is of poor quality. I am shocked at how cheaply made this sofa was. They won't admit that having super sharp feathers poking and leaking out of the cushion is not acceptable. The inner lining is made of cheap paper-like fabric. Even...
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1 comment
#1112187

You go gurl....and while you are at it ask your designer for the discount she got for ordering the sofa back as well....I am guessing she got at least 15-20% off....

ID
#679497 Review #679497 is a subjective opinion of poster.
Location
Bellflower, California
Reason of review
Bad quality

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Verified Reviewer
New Reviewer

Horrible customer service, incorrect delivery dates, inferior overpriced products

Ordered sofa that was in stock and loveseat on special order. Still don't have sofa after 7 weeks and special order delayed. Delivery was even scheduled last weekend, stayed home, but sofa not on truck and told it would be 2 more weeks!!! Customer service throughout...
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ID
#646447 Review #646447 is a subjective opinion of poster.
Location
Agoura, California
Pros
  • Sofa in store
Cons
  • Affect on my time
  • Horrible customer service
  • Incorrect information
Reason of review
Problem with delivery
New Reviewer

Crate & Barrel Sofa: Brand new, frayed, 6 mo to resolution: no help

Crate And Barrel - Crate & Barrel Sofa: Brand new, frayed, 6 mo to resolution: no help
Update by user May 04, 2015

Within 30 minutes of posting this review, C&B called me back and has at least offered to cover the cost of back panel (previously at my cost) and provide a list of recommended installers in my area.

I also posted a review on the website and on houzz, so unclear what was...

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ID
#630899 Review #630899 is a subjective opinion of poster.
Location
Sioux City, Iowa
Pros
  • Sofa before it frayed
Reason of review
Bad quality
Loss
$1400
Preferred solution
Full refund

Crate And Barrel - Folio Chair Review from Citrus Heights, California

Folio chairs are defective and bow they want me to pay another 415.00 just to replace the defective model.. Horrible customer service. And they say they stand by their products quality.
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1 comment
#1332360

same here.

great design.

misrepresentation of quality.

false advertising.

i think Big lot chairs would better than these.

I believe crate and barrel just doesnt believe it's customer base would take their precious time to deal with these issues. They are partially right, I almost gave the chairs to Goodwill since no one would buy them for pennies on the dollar.

Im bringing 6 dining chairs and 5 bar stools back to the store tomorrow. Ill update you on what happens.

ID
#621484 Review #621484 is a subjective opinion of poster.
Location
Citrus Heights, California
Reason of review
Damaged or defective

Crate and Barrel can't fulfill orders

I Ordered a nice Christmas gift in November of 2014. Got an email saying it was on back-order until late January. In late January it gets pushed to late March. Customer service can do nothing and doesn't care. I've tried multiple avenues including social media, and they still refuse to work with me or provide a reasonable expectation. This has only happened on the Christmas sale item. It seems as though Crate and Barrel uses steeply discounted items to draw in consumer and then purposefully short orders them until the consumers cancel their orders. Their hopes are that consumers will make additional non-sale orders at the same time. Crate and Barrel has no interest in fulfilling sale orders.
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ID
#586941 Review #586941 is a subjective opinion of poster.
Location
Greenville, South Carolina
Cons
  • I am not happy
Reason of review
Order processing issue
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