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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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Review
#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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Review
#1212700 Review #1212700 is a subjective opinion of poster.
Reason of review
Problem with delivery
1.0
Details
I puchased 2600.00 worth of leather chairs from Manhasset, NY a week ago and was told they would call when chairs arrived. They would arrive in pairs. I never got a phone call. I called a week later and was told 2 chairs were in. I picked up the 2 chairs and was told...
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Review
#1210585 Review #1210585 is a subjective opinion of poster.
Reason of review
Order processing issue
Horrible Horrible Customer service. Spoke to Jackie & Roxanne from customer service. She had me on the phone for 33 minutes. Not only was she informative but very RUDE. Didn't even price match. Plus, both SKU's were EXACTLY the SAME. Went back and forth and she kept...
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Review
#1169321 Review #1169321 is a subjective opinion of poster.
Reason of review
Poor customer service
My on-line order did not arrive. I called customer service (Stephanie) said I DID receive it, but she would trace. Nothing happened. I called back - got another rep who said UPS heard broken glass sounds from the package and returned it to C & B. She also said...
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Review
#1161177 Review #1161177 is a subjective opinion of poster.
Reason of review
Poor customer service
1.6
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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1 comment
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?

Review
#1156702 Review #1156702 is a subjective opinion of poster.
Cons
  • Bad customer service
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered
Tags
  • Order Delay

Crate And Barrel - Holiday Shopping Fiasco 2017

1.6
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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Review
#1149191 Review #1149191 is a subjective opinion of poster.
Pros
  • Discount offered
Cons
  • Poor customer service
  • Regret decision
  • Affect on my time
Reason of review
Problem with delivery
Preferred solution
Deliver product or service ordered

Crate And Barrel - Delivery charges and delays

2.3
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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Review
#1148846 Review #1148846 is a subjective opinion of poster.

Crate And Barrel in Pittsburgh, Pennsylvania - Return

3.5
Details
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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Review
#1146852 Review #1146852 is a subjective opinion of poster.
Reason of review
Order processing issue
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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Review
#1117983 Review #1117983 is a subjective opinion of poster.
Reason of review
Damaged or defective
Preferred solution
Price reduction