Theressa Ote
map-marker Waterford Township, Michigan

Previous order

Cant find previous email u sent re: delayed order. Why cant someone just answer the phone? Seriously not enough words? Ordere was delayed since last nov. Finally u said not available when I checked but u were sending me something but cant find info Please just answer the phone! Way to complicated to contact U! I suppose that is the point!!
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Karen H Rhf

Terrible customer service.

I texted about an item that was delivered today. It was the wrong item. No response. So I started an online chat and to continue you want me to pay. No. I didn't make the mistake. And of course calling is taking forever.
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Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Think twice about ordering online

Anonymous
map-marker Walton-On-Thames, England

Lakin Teak Extendable Dining Table

I live just outside London in the UK. I am thinking of purchasing the Lakin Teak dining table which has a product code SKU 462029. Could this be shipped to the UK by you, and how much would the shipping cost in addition to the price of the table? How long approximately does delivery take? Thank you. Peter Hutchinson +44 (0)771* ***619
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1 comment
Guest

This is a very heavy table. It was delivered to me wrapped solely in thin bubble wrap which of course was torn. There were several dings and scratches.

Sharon M Srg

Just to talk with a live person please

Just want help with my order , it would be nice to call your store and get a live person instead of a recording.
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Preferred solution: Let the company propose a solution

Anonymous
map-marker New York, New York

Terrible experience with Crate and Barrel

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I echo all the complaints about the Folio chairs and the terrible Crate and Barrel "customer service" (disservice is more like it). When the pandemic hit and I was spending so much more time at home, I suddenly noticed that my dining chairs had huge ugly bare spots where the material had peeled away, and many other spots that were cracking.

I was ashamed to have them in my house, and actually grateful that during Covid we weren't hosting guests who would see this horror show.

After reading so many similar complaints about these chairs online, I believed Crate and Barrel would take responsibility for this known defect in their expensive product. Wrong!

In a nutshell, they insulted me by saying it was normal "wear and tear." In a followup email, they had the nerve to state: "The average lifespan of any of our furniture pieces is 7 years," and offer me 15% off a new purchase. And finally, when I tried to post a negative review of the Folio chairs on the Crate and Barrel website, it was rejected!

Well I reject Crate and Barrel!

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User's recommendation: Don't invest good money in Crate and Barrel furniture if you want something that lasts

Anselm Kbw

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Laura G Rgd

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Verified Reviewer

Nonexistent customer service

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Updated by user Feb 03, 2021

The replacement hardware delivery has been delayed for the 4th time.

Original review 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.
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Loss:
$1700
Pros:
  • Great design

Preferred solution: Apology

User's recommendation: Buyer beware!!

Christine J Ijk

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Verified Reviewer

No Customer Service

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Updated by user Oct 12, 2020

The DAY AFTER I disputed the claim with Synchrony Bank on my C&B card the company shipped the item. It needed the club of me making a financial fuss to rectify the situation. It appears their communication with their vendor fulfillment cycle is miserable and requires a...

Original review Sep 12, 2020
The website now only has the ability to text them - no ability to reach a CS agent unless you google for an 800 number or use the Get Human website. The actively discourage human contact and force you into dealing with chat bots who cannot resolve issues.

Sending emails is hopeless and does not resolve the issue. Phone calls take between 1-2 sometimes 3 hours to get an agent!! Who later sends you a cheery 'howya doin' email' and does not resolve the issue.

Cannot cancel order if the vendor is 'processing' it although other sources like Home Depot and Wayfair can provide the same item overnight. Being billed for the order which I never received and is still in 'preparing to ship'
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Pros:
  • Great design

Preferred solution: Deliver product or service ordered

1 comment
Guest

I've had 2 orders cancelled. Called to ask why, they said the card was declined but they took the money from my Credit Card. They have no record of the money they took.

Linda B Nyd

Absent Customer service

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Have had 4 orders over the past two months (over $2K in value combined). Not one of those orders processed correctly. Every time I tried to reach customer service, I was kept on hold for greater than 1.5 hours. Leaving a message for them to call or text you doesn't work either. What happened to this company? It used to be so great.
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Preferred solution: Let the company propose a solution

User's recommendation: Avoid online orders at all costs.

Anonymous
map-marker Plano, Texas

Why I will not be purchasing the item I want to buy from Crate and Barrel

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I read other purchasing customers complaints
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User's recommendation: I am in the process in purchasing a hide-a-bed sofa. After reading reviews from other customers have decided that I will not be making my purchase at Crate and Barrel. have decided that I will not be making my purchase from

Shemiah Heb

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Verified Reviewer
| map-marker Newberry, Florida

I need return mailing slip for the bread machine I bought

I talked with someone a few weeks ago and wanted to return the machine. When I tried online it said I would have to pay for it But the person indicated that although I had ordered it in April, I didn't get it until August. I still could get a return label for Fed Ex My husband is ill and we have been out of town. Please help me.
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Anonymous
map-marker New York, New York

I cannot get through

Tried to speak to someone about my account and could not get through.
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Richard R Cyf

Have not received entire order

One of the items on order is shipping from a store . No status update on when it will ship
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Preferred solution: Deliver product or service ordered

User's recommendation: notify status Of order

Holly G Hfu
map-marker Evanston, Illinois

Very hard to reach anyone with order and registry questions

The online chat was closed at 10:00 am and I have been on hold for 15 minutes already with no response. Very poor customer service for a company that used to have great customer service
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Preferred solution: Deliver product or service ordered

Anonymous
map-marker El Dorado Hills, California

Beware

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Crate and Barrel - Beware

The staff at Crate and Barrel are very nice and helpful but the process and product needs improvements.

Last March, 2019, we had a designer come to our home to assist in selecting among other items the sofa with matching ottoman, leather chair and rug.

In beginning June, after the furniture had been paid for in full as required, we were notified that all the items were ready for delivery. When the truck arrived on June 15th the $3,000 sofa was made from the wrong fabric, the leather chair had nail holes and the rug had been misplaced.

The staff at CB on June 18th ordered replacements sofa and chair and we were told because it was a replacement it on a "rush" order.

On September 11th (six months from date ordered) the all furniture finally arrived as ordered.

It is now January, 2020,.

The back cushions on our $3,000 sofa are not what we expected. When sitting on the sofa the cushions will not hold their shape and the insert gets scrunched up inside the shell which requires us daily to remove the liner and reposition the insert (see photo below).

At the age of 72 I may, or may not, need to buy furniture again, but if I do it will not be at Crate and Barrel.

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