Unclaimed
Crate And Barrel
Reviews and Complaints
33.9K
CLAIMED LOSSES
97
TOTAL REVIEWS
23.3K
PAGE VIEWS
4
ISSUES RESOLVED
Crate And Barrel Reviews
Non delivery of promised items
Order a product online; received an email confirming delivery date and time. AND WAITED>;;;;;;;;;;;;;;;;;;;;;;;;;;;>>>>. No SHOW Contacted customer service by phone and text Kept getting transferred to NOBODY
ID
Location
Palm Harbor, Florida
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer New ReviewerNonexistent customer service
Update by user Feb 03, 2021
The replacement hardware delivery has been delayed for the 4th time.
Original review posted by user Feb 02, 2021
I ordered the Yukon dining table in mid-November. The table was delivered without the screws required for attaching the legs. I was told this hardware was ordered in November. It is February 2,2021 and I am still waiting for the hardware. Trying to contact a real person is like contacting the Wizard of Oz. I will never buy anything from this company again. User's recommendation: Buyer beware!!
ID
Pros
- Great design
Loss
$1700
Preferred solution
Apology
New Reviewer
Disorganized and dishonest
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....
ID
Service
Crate And Barrel Shipping Service
Cons
- Horrible customer service
- Regret decision
- Affect on my time
Reason of review
Poor customer service
Loss
$439
Preferred solution
Full refund
New Reviewer
We had to wait way too long for our special order couch
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.
ID
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
New Reviewer
Lied about delivery time frame
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!!!!!!
ID
Location
Boca Raton, Florida
Reason of review
Problem with delivery
Loss
$1200
Preferred solution
Let the company propose a solution
New Reviewer
Dresser for the Nursery
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 was told the dresser would arrive in the warehouse 27 days after I ordered it, then it would take 2-3 weeks for delivery. It showed on my orders that it was picked up by a freight company, was on it’s way. It never arrived. I called C&R and they claimed they could not find the dresser—this took about 1.5 weeks. They ordered a replacement. It again had to be shipped to their warehouse and then sent by ground freight to be delivered and it would take another 4-6 weeks for that process. I started calling earlier on the replacement because the baby was due any day. They finally told me it would be delivered 4 weeks after it left the warehouse. It was scheduled for that week. They did refund my $300 shipping fee. It was never delivered. I called the following week. I talked to a manager who discovered the dresser had been damaged and could not be delivered. So I ordered the dresser July 3, I found out on September 24 that it could not be delivered. I cancel the order. I discovered the first dresser was also damaged in shipping. My biggest complaint is that not once did Crate & Barrel call me to let me know the status of two damaged dressers, I also could not get anyone to follow through on my inquiries until it was past the date the dresser was supposed to be delivered. My order was escalated, it was prioritized, it did no good. I called at least a dozen times, I sent a half a dozen e-mails, which by the way take days to answer. My grandson arrived on 10/5, he had no dresser/changing table. Just an empty space in his nursery. My daughter bought a dresser locally last week, it’s being delivered today. So less than a week and it also had to be shipped from the warehouse. Why can’t Crate and Barrel follow their deliveries? It doesn’t make sense when Amazon ships millions of orders and tells you exactly where it is as it makes it’s way to the customer. I received a $50 gift card for my trouble, but I am not sure I even want anything this company is selling.
ID
Location
Sugar Land, Texas
Service
Crate And Barrel Customer Care
New Reviewer
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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ID
Location
Palo Alto, California
Service
Crate And Barrel Customer Care
Cons
- Horrible customer service
- Long delays
- Never received chair and customer service is horrid
Reason of review
Order processing issue
Loss
$200
Preferred solution
Price reduction
New Reviewer
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
PissedConsumer1786787
#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
Location
Pasadena, California
Product
Crate And Barrel Sonata Dining Chair
Reason of review
Bad quality
Loss
$1500
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New Reviewer
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
PissedConsumer1467321
#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
Location
Skokie, Illinois
Cons
- Bad customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
Holiday Shopping Fiasco 2017
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.
ID
Pros
- Discount offered
Cons
- Poor customer service
- Affect on my time
- Long delays
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
New Reviewer
Delivery charges and delays
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.
ID
Crate and Barrel tried to silence my 2-star review
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 shipping. They didn't want to publish my review and are deceiving customers into thinking their furniture is higher quality than it really is. Horrible business philosophy from these scandalous thieves. They charge an arm and a leg for their average quality furniture. Here is my review of their Dryden Apartment Sofa in Diamond Flax: Not worth the price I purchased this couch one month ago and it was my very first brand new, large purchase couch I have made. Honestly I chose this couch because it was the only "affordable" one that would fit into my small apartment (narrow awkward hallway) and it looked decent enough. I am pretty disappointed though for many reasons. All three dimensions are about 1" smaller than listed. The legs came with dents/markings and one leg came without the hardwood floor stud. The fabric feels cheap, and yes I tested it out in store and I swear the quality in store just felt better. The back pillows do not look like they do in the photo - here they look long and flat, but mine look short and stumpy, with indented lines that cause me to have to fluff the pillow up to look better. One of the seat cushions sinks in noticeably more than the other. The Crate & Barrel sticker placed on the inner couch makes it look like a cheap knock-off. I am not one to spend this type of money on a couch, but I saved up and hoped for excellent quality, and this couch doesn't fit the bill. I would say its value is half of what it's listed at. I ordered the standard flax color, and Crate and Barrel only gives you 7-days to file for a return, which I think is horrible and I don't think I will ever buy furniture from Crate and Barrel again because of that policy and my experience with this couch. I can live with it, but totally not worth what I spent and I feel I wasted so much money :(
ID
Location
Seattle, Washington
Product
Crate And Barrel Dryden Fabric Sofa
Reason of review
Damaged or defective
Preferred solution
Price reduction
New Reviewer
Update by user Aug 13, 2020
So far the new folio top grain barstools are holding up. But we aren't using them much because I'm afraid of sudden deteriorating leather.530$ a piece , we have 5 and no one really sits on them.We use our vintage dining chairs that were 40$ a piece which are still in...
10 comments
Rayburn Qvh
#2106096
Same here. 6 Folio chairs have bonded leather that has decompensated with very little use.
Do not buy these! I cannot even resell them and when I reached out to C&B they suggested this was due to poor care on my part.
These chairs are advertised as top grain leather..NOT bonded leather. Buyer beware..
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ID
Product
Crate And Barrel Folio Dining Chair
Reason of review
Bad quality
New Reviewer
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.
ID
Service
Crate And Barrel Customer Care
Cons
- Regret decision
- Affect on my time
- Horrible customer service
Reason of review
Poor customer service
Loss
$80
Preferred solution
Send replacement part or Planter stand as promised
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
PissedConsumer1399745
#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
Location
Beachwood, Ohio
Service
Crate And Barrel Customer Care
Reason of review
Poor customer service
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Crate And Barrel
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.