Crate And Barrel Reviews

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Resolved: WORST ordering experience (furniture)

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 of a customer's perspective.The ordering system is still a nightmare but the manager was kind and patient and extremely helpful.I will pick them up in 3 days - i am happy.

Original review posted by user Jan 06, 2019
Crate and Barrel Furniture store sections are essentially showrooms. You must order everything - lamps, rugs, sofas, chairs, etc.. So in that regard, one would make the wrongful mind you, assumption that they have this part of the business model down. It is the essential piece after all. Not the case. They will give you a date of arrival. But that means nothing really. The order can be late, no one tells you. you do not receive an email - or tracking. This is largely because they really do not know when you will get what you ordered. They also are unaware of manifests and never know what the delivery truck will delivery to the store on their delivery day. In addition, you have to make umpteen phone calls to disinterested salespeople to check on your order. The manager is never in and they never know anything about arrival, etc. Such a waste of time. In 2018, in a primarily mail order business - WHO CAN OPERATE LIKE THIS? Apparently they have enough gullible consumers like me who are foolish enough to order from them in the first place. The chairs we ordered and paid for in full 2.5 months ago are now 1 month late. No idea when they will arrive and the salespeople do not really care one iota about customer satisfaction or the resolution of questions (like when will my chairs arrive?) I wouldn't return to Crate and Barrel on a bet. Once we get our chairs - if we ever do - I am finished. Terrible way to operate a business.
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1 comment

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.

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


Standing in line to do a return getting madder and madder. Be person at the register and everyone else standing around talking.
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#1146852 Review #1146852 is a subjective opinion of poster.
Pittsburgh, Pennsylvania
Crate And Barrel Customer Care
Reason of review
Order processing issue

Crate And Barrel Customer Care Review from Iselin, New Jersey

I WAS pissed off. I posted a response to someone having a problem with CB. I ordered two additional chairs after two years. The description was the same as those I purchased in the Bridgewater NJ store, so I purchased them online. Unfortunately, when they arrived there was a noticeable difference in the color of the piping around the entire chair. I first called customer service, asking to return the old chairs and swap them for the new ones that are different. My argument was that the description was the same, and if they weren't exactly the same they should have changed description to state "contrasting piping." I needed 4 matching chairs! After being told about their 30 day return policy, and that they don't RENT furniture, my blood was boiling! I immediately called corporate and spoke to Erica. Within one week the problem was solved; they exchanged the old chairs for two new ones. Everything is now perfectly matched! I WAS PISSED, BUT NOW IM HAPPY THEY DID THE RIGHT THING and give credit where credit is due! I'm going to purchase two more chairs NOW...just in case.
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#847711 Review #847711 is a subjective opinion of poster.
Iselin, New Jersey
Crate And Barrel Customer Care
Reason of review
Good customer service

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