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customer service service customer chairs order crate barrel store delivery furniture leather
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3.7
Details

Update by user Jan 06, 2019

manager tracked the order and chairs are in.

Update by user Jan 06, 2019

Manager was in! Spoke to him after 3 phone calls with Staff in 2 days and getting nowhere. The Chairs are in - they arrived 2 days ago and he was very apologetic about the system leaving me in the lurch and most understanding...

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1 comment
Anonymous
#1624969

manager made it right - chairs are in - all is good. they still have a crazy ordering system but the manager cared enough to get things right. John was excellent.

Resolved
ID
#1442184 Review #1442184 is a subjective opinion of poster.
Location
Lone Tree, Colorado
Service
Crate And Barrel Shipping Service
Pros
  • Fact that they loaned us chairs over the holidays
Cons
  • Salespeople act annoyed when i call to follow up on order
  • Never received chair and customer service is horrid
  • Cant tell us when our chairs will be in
Reason of review
Problem with delivery
Loss
$600
Preferred solution
Deliver product or service ordered
1.0
Details

Update by user Jan 13, 2019

I would say that no the complaint was not rectified to my satisfaction. I ultimately demanded a full refurn based on the deceptive nature of their order and shipping practices.

Promising delivery then no delivery multiple times. i wrote a complaint to their customer...

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1 comment
Anonymous
#1612813

Our family has mutually agreed to terminate the gifting aspect of Christmas. We'll stick with a tree, dinner, songs, and some dessert I shouldn't eat.

We're all lucky enough and work hard enough to have everything we want or need and have decided against feeding into the commercial mayhem (feeding or being consumed by ?) . No more problems.

ID
#1423527 Review #1423527 is a subjective opinion of poster.
Location
Bridgeport, Connecticut
Cons
  • Deceptive business practices or poor management
Reason of review
Order processing issue
Loss
$70
Preferred solution
Let the company propose a solution
Crate and Barrel has the worst online order and customer service I have ever seen anywhere. I orders two different items and paid for separate wrapping (extra charge for that of course).Items came in in one box wrapped together.So ,I get in touch with their customer...
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1 comment
Anonymous
#1599706

I purchased a sofa that had a defect from Their Woodland Hills, California, store. The sofa brand new was delivered with a rip on the front.

When I called the number provided for repair, I was given a car repair company. The man could barely speak English. When I called back and spoke with someone else I was told they use the same glue/adhesives as the do for cars to repair. I questioned if these were toxic as I have some children.

I was told they didn't know.

My sofa remains ripped and I feel completely ripped off. I will never purchase another Crate and Barrel product.

ID
#1397724 Review #1397724 is a subjective opinion of poster.
Location
Marietta, Georgia
Service
Crate And Barrel Shipping Service
Reason of review
Order processing issue
2.1
Details
I ordered a changing tray and dresser for my grandson’s nursery. The shipping was outside their area so it cost $300. When I submitted the order it said in stock, ready to ship, arrives in 2-4 weeks. Two weeks after I ordered it, it had not shipped, so I called C&R. I...
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ID
#1377948 Review #1377948 is a subjective opinion of poster.
Location
Sugar Land, Texas
Service
Crate And Barrel Customer Care

Crate And Barrel - Rubbish

Took my money and no delivery - absolute joke!!!! No resolution, nothing...
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ID
#1367350 Review #1367350 is a subjective opinion of poster.
Location
New York, New York
Reason of review
Order processing issue
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.

ID
#1363489 Review #1363489 is a subjective opinion of poster.
Location
Palo Alto, California
Service
Crate And Barrel Customer Care
Cons
  • Horrible customer service
  • Never received chair and customer service is horrid
  • Long delays
Reason of review
Order processing issue
Loss
$200
Preferred solution
Price reduction
2.1
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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4 comments
Anonymous
#1786787

I purchased four of these in 2007 and two more in 20012 because I got a bigger table. I noticed that the newer ones had no springs, I figured C&B did this to save on cost but what I now realize is that they also cheapened the leather.

My old ones look great with a beautiful patina. My newer ones have peeled and cracked and look terrible. It discusses me that I paid almost $500 a chair thinking I would get a lifetime of use. Although they get these from a supplier in Italy, I can’t be sure if C&B was aware of this change in manufacturing.

I am now stuck with four classic chairs that look great and two pieces of garbage.

It has soured me on crate and barrel and I’m not sure if I will purchase anything from them ever again. These are no longer made in leather and I am going to seek an upholstery shop to see if I can match the old leather.

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ID
#1314763 Review #1314763 is a subjective opinion of poster.
Location
Pasadena, California
Product
Crate And Barrel Sonata Dining Chair
Reason of review
Bad quality
Loss
$1500
1.2
Details

Update by user Jul 27, 2018

Still trying to get refund from CB2 for the chair, ordered months ago, that I never received

Original review posted by user Jul 26, 2018

Ordered chair May 18 when it was in stock; CB2 shipped it immediately. When I didn't receive it they claimed it was "lost," but by then it was back ordered until, supposedly,...
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ID
#1313923 Review #1313923 is a subjective opinion of poster.
Pros
  • I liked the chair i ordered but never received
Cons
  • Never received chair and customer service is horrid
Reason of review
Problem with delivery

Crate And Barrel - Took money and never got delivery

Trying to get outdoor furniture Ordered waited 4 weeks and were told it wad not available Ordered another item told to wait 2 weeks. 3 weeks later they said it would be in in a month
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ID
#1290771 Review #1290771 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Crate And Barrel Shipping Service
1.0
Details
Crate And Barrel - Worst costumer service
My case is fraud. Called and had order canceled. "They were able to do that". I have ben waiting for my refund. It has been over a month!! I have called and called to get my refund countless times every week. Been told twice it has been pocessed to give 5 business days...
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ID
#1284820 Review #1284820 is a subjective opinion of poster.
Service
Crate And Barrel Customer Care
I ordered four brass lanterns on June 9 . Have yet to receive a delivery as of June 16 . Not “ back ordered “ or so I’m told . Ordered from three other companies on the same day and received their products already. When I called customer no service they supposedly...
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ID
#1281453 Review #1281453 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Reason of review
Order processing issue
1.0
Details
Ordered book case...measured to make sure it fit..2 guys in plain truck show up...one guy spoke limited English the other spoke no English...neither had tape measure. One kept saying over and over “no fit” when all that had to happen was for them to tilt the piece. I...
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ID
#1269270 Review #1269270 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Reason of review
Order processing issue
I placed a substantial order ($250) on a wedding registry to be delivered to my home. The order included 2 glass wine carafes, wine glasses, martini glasses and craft beer glasses among other items. All of the glass items were simply wrapped in the white foam sheeting...
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ID
#1234874 Review #1234874 is a subjective opinion of poster.
Reason of review
Problem with delivery

Crate And Barrel - Poor Customer service / phone system

1.0
Details
Spent over 2.5 hours trying to order a simple item. Was left in queu for over a 30 min period 2x. Then left my phone number 2x. Tried the chat feature, but the rep couldn’t help me or answer my question. Time to shop at PB or RH!
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ID
#1224299 Review #1224299 is a subjective opinion of poster.
Reason of review
Order processing issue
3/17, Three chairs were deliver & one was not leveled & rocky. I informed the delivery guy & he immediately said it was my floor. I did not appreciate the remark & told him to check out the chair. He agreed & said someone would bring me another chair. Since he lie...
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ID
#1212700 Review #1212700 is a subjective opinion of poster.
Product
Crate And Barrel Chair
Reason of review
Problem with delivery