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Resolved: Crate And Barrel in San Diego, California - Pulled the rug out from under us!

1.1
Details
We bought a rug at Crate & Barrel at Westfield UTC for $1,399, plus a delivery charge. Within two years the rug started falling apart, despite our very gentle, limited use (no kids, no pets). Despite our sending photos of the defective rug, after a long time on hold, Crate & Barrel tried to charge us a huge "restocking fee," "pickup fee" and then issue us a store credit instead of a refund, thus trying to force us through the "freight" and barrel process again. What a horrible experience!
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Review
#1509347 Review #1509347 is a subjective opinion of poster.
1.5
Details
Stay away from this store. Horrible customer service and management. Save yourself time and money and go somewhere else. Bought a table there and after 4 weeks they shipped the legs of the table (yes I am serious) and now they are saying they dont honor their own sale...
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1 comment
Anonymous
#1566915

QUOTE : "I have made almost 30 calls" QUESTION : At what point did you realize (have you?) that your method is ineffective at best and comical at worst ? I can hear it now - "Hey Eddie, it's the leg lady again - transfer her to Sonny, ha ha" You must issue a formal written demand and serve it via Certified Mail return receipt requested.

Briefly and politely state the situation and the remedy you desire and that you will allow 7 business days for remedy prior to escalation of the case. Keep copies of all correspondence and your postal receipts. Accept or place no more calls, etc.

then follow through with your promise to escalate if not satisfied. Small claims court is good, forget all about the BBB.

Review
#1363489 Review #1363489 is a subjective opinion of poster.
Cons
  • Horrible customer service
  • Customer service
  • Long delays
Reason of review
Order processing issue
Loss
$200
Preferred solution
Price reduction
Tags
  • Terrible Response Time
  • Order Delay
2.3
Details
Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
Crate And Barrel - Sonata chair leather peeling
I bought 6 black leather Sonata chairs from Crate & Barrel in 2012. They were very gently used for about 5 years, then they started getting more use. Shortly after the use stepped up, we noticed the leather peeling off and cracking and the legs and back loosening. The...
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3 comments
Anonymous
#1734723

Looking to buy one!

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Review
#1314763 Review #1314763 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$1500
1.3
Details
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
Anonymous
#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....

Review
#679497 Review #679497 is a subjective opinion of poster.
Reason of review
Bad quality
1.5
Details
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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Review
#646447 Review #646447 is a subjective opinion of poster.
Pros
  • Sofa in store
Cons
  • Incorrect information
  • Regret decision
  • Affect on my time
Reason of review
Problem with delivery
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
unhappycbcustomer
#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.

Review
#621484 Review #621484 is a subjective opinion of poster.
Reason of review
Damaged or defective

Contact Crate And Barrel Customer Service

Mailing Address:
Customer Service Department 1860 W. Jefferson Avenue
Naperville, Illinois 60540
United States
Phone:
(630) 369-4464
All Crate And Barrel Contacts