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Crate And Barrel - Disorganized and dishonest

1.7
Details
I ordered an item as a gift, then received and email that the high volume of orders had them backlogged and They couldn't guarantee delivery of a gift item on time so I canceled the order before it shipped. Several days later i got shipping notification so i called got transferred and lied to. The first person acknowledged my earlier call to cancel the second said there was no record of my call, but she would have the package re routed and I would be refunded. Three days later i get notifications my order will be delivered tomorrow!. Now i need to ask the recipient to return their own gift because they will be receiving 2 of the same cappuccino machines. One from Amazon and one from Crap and Barrel... Grrr....
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ID
#1734921 Review #1734921 is a subjective opinion of poster.
Service
Crate And Barrel Shipping Service
Cons
  • Horrible customer service
  • Affect on my time
  • Regret decision
Reason of review
Poor customer service
Loss
$439
Preferred solution
Full refund

Crate And Barrel - We had to wait way too long for our special order couch

2.3
Details
We ordered a couch the first week in Sept. and were told it would take 11 weeks to complete. We were happy it would come before Thanksgiving. Last week (end of Oct.) we received an e-mail stating it would not be here until at least the middle of Dec. I now will have no couch with family coming over for Thanksgiving, I also just had back surgery and, because of no couch, am unable to even sit in my living room, having to spend all my time in my bedroom. This is going to be VERY inconvenient and I am very disappointed with this company. I talked to 3 separate employees and each of them just said "sorry, that's because it's a special order", No help at all.
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ID
#1699033 Review #1699033 is a subjective opinion of poster.
Pros
  • Nice couch we ordered
Cons
  • No loaner though other people stated they got one
Reason of review
Poor customer service
Loss
$2600
Preferred solution
Let the company propose a solution

Crate And Barrel - Lied about delivery time frame

1.7
Details
I ordered a custom sofa and they said 6-9 weeks. I just checked on the order and it wont be ready until sometime in July. Then customer service told me it will then have to be shipped to their warehouse before it ships out to my client. They also said that it would be sitting for 4 weeks before it ships out to the hamptons. that means a total of 15- 16 weeks for the item that they originally said would be 6-9 weeks. I would have never ordered this item from them and I will never order anything from them again!!!!!!
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ID
#1541666 Review #1541666 is a subjective opinion of poster.
Location
Boca Raton, Florida
Reason of review
Problem with delivery
Loss
$1200
Preferred solution
Let the company propose a solution
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
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
  • Customer service
  • Horrible customer service
  • Never received chair and customer service is horrid
Reason of review
Order processing issue
Loss
$200
Preferred solution
Price reduction

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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
1.7
Details
I order a table and chairs and they promised that the delivered date would be on the 29 of December max. I am expecting my family here and they will not deliver the order, actually they do not know when the order will be delivered. In the Chat they said they cannot...
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2 comments
Anonymous
#1467321

I ordered a $1,600 cabinet on March 18. Was told on March 18th it was IN stock would be delivered on 4/23.

On Friday 4/20 received call at 7:45PM saying it was confirmed for delivery on Monday 4/23. My husband and I spent a lot of time moving things around so it would fit in room. Was called next day 4/21 at 1:45PM to say it was actually on backorder, not being delivered and NOT in the warehouse. I have already been charged FULL amount and was told item was IN stock a month ago.

No idea when I will receive item that I was told WAS in their warehouse and they have $1,600 of my money. This is misrepresentation and violates their own deposit rule to not charge full amount until item in stock. Someone else warned me not to buy from here due to bad experience.

Not sure if I have any recourse at this time. Any suggestions?

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ID
#1156702 Review #1156702 is a subjective opinion of poster.
Location
Skokie, Illinois
Cons
  • Bad customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Crate And Barrel - Holiday Shopping Fiasco 2017

1.5
Details
I ordered a Pro Audio addon C5 Wifi speaker from Create and Barrel on Black Friday 2017 because of discount and free standard shipping of 3-7 business days. Received a confirmation email that it was being prepared for shipping within minutes. Called after 5 business days when I did not receive a shipping notice. Told to call back after 10 business days. Called back at 10 business days, I was told delays due to unprecedented order volume over holidays. Told to call back in a few days if nothing changed. Called back 3 business days later, was told the item is drop shipped directly from the vendor, the vendor changed warehouses and it caused a delay, and that the item arrived in a pallet from the vendor and to call back Friday, 16 business days from the order date, if no shipment tracking information has been received. Contacted C&B via chat on the Friday morning and was told variations of the first two excuses. I said that is not good enough at this point, I requested the rep follow-up on the order and change shipping to expedited at their expense and to contact me when completed, today. No answer by 3PM, called again and found out drop shipping is handled by an entirely different department and she can only email them, and will call me back when she receives a response from them. The entire experience is a customer service fiasco without anyone knowing what they are doing. My experience with drop shipping anything has never been this poor, and C&B only compounds the issue with poorly trained customer service people who do not understand their business and how their operations work. That a relatively small item is still unshipped after 16 days, it is no wonder Amazon is killing brick and mortar based businesses like C&B.
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ID
#1149191 Review #1149191 is a subjective opinion of poster.
Pros
  • Discount offered
Cons
  • Affect on my time
  • Incorrect information
  • Long delays
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Crate And Barrel - Delivery charges and delays

2.2
Details
Not my fault ottoman is back ordered. They still want to charge a separate fee to drive a footstool out by truck when the turtles are done making the footstool. Ridiculous delays, long waits on hold, non functioning phone trees, etc etc.
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ID
#1148846 Review #1148846 is a subjective opinion of poster.

Crate And Barrel Products and Services Reviews

Product or Service Reviews

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1.6
Details
I attempted to rate Crate and Barrel's Dryden Apartment sofa on their website with a 2-star review, however my review wasn't published because of the bogus excuse "contains shipping complaints," when not a single word in my entire review mentioned anything about...
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ID
#1117983 Review #1117983 is a subjective opinion of poster.
Location
Seattle, Washington
Product
Crate And Barrel Dryden Fabric Sofa
Reason of review
Damaged or defective
Preferred solution
Price reduction
1.8
Details
Crate And Barrel - Crate & Barrel Folio dining chairs - abysmal
Crate And Barrel - Crate & Barrel Folio dining chairs - abysmal
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...
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7 comments
Anonymous
#1822797

I purchased 8 folio chairs for my dining room, The dining room that is used twice a year. Minimal use and all the chairs are ruined because the "leather" coating shreds off.

What was once bone/ivory colored chairs are now destroyed with black marks coming through. Any material or clothing will wear off the finish.

I'm incredibly disappointed by the lack of help from Crate and Barrel. They told me to buy a leather repair kit that did not work.

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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

Crate And Barrel - Dismal Customer Service

1.6
Details
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
  • Long delays
  • Regret decision
  • Horrible customer service
Reason of review
Poor customer service
Loss
$80
Preferred solution
Send replacement part or Planter stand as promised
1.5
Details
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
Anonymous
#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 "Service" is Beyond Poor

1.8
Details
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
  • Affect on my time
  • Horrible customer service
  • Regret decision
Reason of review
Poor customer service
1.5
Details
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...
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2 comments
Anonymous
#1037782

Resolved

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