map-marker Forest Park, Illinois

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!
View full review
  • Horrible customer service
  • Regret decision
  • Affect on my time
Reason of review:
Poor customer service
map-marker Brooks, Kentucky

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 stitching, leather, and finish. We have 4 chairs, one of which is being replaced (all of which are showing signs on delamination, splitting, etc.) The other unmatching 3 chairs will be replaced at our cost less a discount. Our options are to buy three new matching chairs or keep the matching *** defective chair. Disappointing, indeed. Apparently Crate's merchandise holds up for only 5 years. Conversely, we have similar styled chairs from Room and Board that we bought around the same time, which still look new.
View full review
Reason of review:
Bad quality

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


We had the same experience! Our chocolate brown so-called leather FOLIO chairs from Crate and Barrel started disintegrating after a few years -- at first we thought it looked OK, but then it became very obvious that the glue or whatever bonding the leather was disintegrating.

Not only does it look disfigured, but those places are kind of sticky and gross. The bonded leather comes off under your fingernail.

We are really disappointed, as we spent a lot on a set of 6, and thought we were getting quality chairs from Crate and Barrel. I'm looking into getting them re-upholstered, as I love the design, but it's literally cheaper to buy new chairs.


We purchased 6 Crate an Barrel Folio chairs, loved the style and comfort. They turned out to be covered in some sort of very thin leather bonded to cardboard.

They have deteriorated so badly that we can no longer use them. They just look terrible.

Wish Crate and Barrel would do some sort of recall on this chair. I have stopped buying anything from them due to poor customer service on these chairs.


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....

View more comments (3)
Zariah Tfb
map-marker Bellflower, California

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 though it's American made. To make matters worse their customer service routinely has an hour wait. I did not get a call back for 4 days. The next time I waited the hour, only to have them tell me that I needed to call the store. The store has nothing to do with the contract manufacturer they deal with but they wouldn't hear it. they just want to make the sale and are not interested in feedback. They are totally unresponsive and unhelpful. They censored my review of this sofa. Really disappointed-have bought lots of things from them in the past and I'm from the area where they based. I think they make good kitchen products, but I don't think I will ever use them for furniture ever again. I'm telling my designer also to advise clients not to use them.
View full review
Reason of review:
Bad quality
1 comment

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....

map-marker Birmingham, Michigan

Poor service - wish I had ordered from Pottery Barn