Crate & Barrel

A package was delivered to my home address and left outside of my delivery box. My neighbor was kind enough to put the box left on the step in my mail delivery box. The next day the delivery person went into my mailbox and took the package. Crate and Barrel customer service said they couldn't do anything. They basically said that they outsource delivery and wouldn't investigate the matter. They seem unconcerned about one of their delivery people illegally retrieving things from a residential mailbox without notifying the resident.

I was at the store in Novi, Michigan picking up an order. When I pulled up I was helped by a nice young guy with a fun handlebar mustache named Matthew. He had a great smile and was truly enthusiastic about his job. It was nice to see someone greet me - I mean in this day and age to actually acknowledge me and make eye contact is a rarity. I had quite a few items and some were very heavy. It was not the best weather out and he still wanted to make sure that everything was loaded nicely and would not shift. I really appreciated his concern for the items and for me while driving. Thanks Matthew for making this pick up easy and restoring my faith in society!

They sent my items to the wrong address after I tried to correct it right after ordering. My items have arrived at the wrong address. They would not tell me if I will be reimbursed just said "we'll see." Not the first time I have had an awful customer experience with C&B.

Before I bought my couch, I read reviews about C&B customer service but unfortunately I did not listen. I want to warn anyone who is thinking of buying a sofa from C&B: DON'T DO IT! I went to the Pasadena store so I could work directly with a salesperson, decided on a light colored fabric, was a little nervous so I repeatedly asked (over the course of more than 2 hours) if the fabric would hold up. I was assured that I would have no issue with the fabric, and was told I could spill wine on it and there would be no problem.
Nothing was spilled on the couch, very, very light use for the 1st six months, however stains appeared. I was having company over, and was so embarrassed that I turned the cushion over and realized that the entire cushion was discolored. My house is very clean, but this still happened (see photo). Customer service said there was nothing they could do for me and told me to try having it cleaned by a professional. They took no responsibility for what I was told repeatedly in the store by their salesperson.
C&B responded saying this was unusual, but offered nothing to help.

Spoke with Luis M. From customer service about my package. He asked me to hold and keep me on the phone for 35 minutes without coming back to ask me to hold longer. Worst customer service! Worst part is he did not solve my problem. I will never shop at crate and barrel due to their bad customer service. I will go to William and Sonoma from now on.

I bought multiple furnitures from C&B couple of months ago and from then had only issues: 1) Issues with deliveries which is still not solved even after months of waiting and promises that it will be solved rapidly 2) Issues with quality of their external furnitures which takes an orange tainting after 24 hours under the sun. On this one I found very interesting that the after sales service visited me and asked me if these outside furniture were protected under a cover (which by the way they are when not used) while they are made for outside. The person had to acknowledge his question was not very intelligent after I challenged him… but show the thinking process. To come back on the biggest issue, they have changed 3 times the table and still 24 hours after it changes color.
So basically do not buy outside furnitures from C&B and I hope the problem of delivery is only that I am unlucky.

If you find something in one of their stores, but they are out of stock, don't order it from their warehouse if it could be breakable. I ordered two platters--which were on the heavy side--and the warehouse person put them in a large box wrapping them loosely in bubble wrap. They arrived badly chipped. Such a stupid, sloppy and avoidable mistake. As the items were no longer in stock, I did get a refund, but I would have preferred two intact plates.
Crate and Barrel, take a look at how your warehouse people are packaging the goods!

When we ordered a ceiling light on Crate and Barrel, decided to add the Handy installation service and so happy we did. The individual that installed the light was on time for the install, efficient and light looks great. It is challenging to find reliable service these days and again, the install was efficient and looks great. Thank you.

Horrible! Will never shop at again. I bought a bunch of things online 7 months ago, still have not received full order, been told by staff online and in store that I would be contacted by someone still have not heard back from them. At this point they've pretty much robbed me because I have no products and have not received any money back for the items they are holding hostage from me. Disgusting way to do business.

We purchased 4 of these chairs (new) for our dinette on 4/1/2021. After six months of use, the seats were sagging. I rotated the chairs monthly to reduce wear on any specific chair. The chairs are now sagging to the point where you can hardly eat at a dining table comfortably. My husband and I (not big people) are the only ones who use the chairs. I contacted Crate & Barrel on several occasions; finally, a "Design Expert" advised me that they had contacted the manufacturer and the manufacturer said this is normal wear... "leather sags". However, I dispute this claim as I have a Natuzzi couch and ottoman that are over 10 years old, used in our TV room daily, and do not sag! Crate & Barrel refuses to do anything. Let this be a warning to all: their furniture is sub-standard and they do not stand behind their warranty and claims.

Several years ago we purchased two beautiful matching expensive sofas from Crate and Barrel. Within a year the material wrinkled like a shar-pei puppy and developed cavernous pits where you sit. We were careful with the sofas, rotated cushions regularly and they were lightly used by adults. In less than 3 years I had to replace two ugly trashed out sofas. Crate and Barrel sells nice looking, trendy sub-par junk wrapped up in slick advertising and presentation. If you want 'quality' you won't find it here.

Ordered 5 kitchen items as presents. First shipment of 3 items looked like USPS was using the box as a football, with 2 of 3 items broken. Second shipment of 1 item came in ok. Still waiting for the last item (it has been more than a week since the order was placed). Tried to contact customer service about the broken items - their web chat service is a bloody joke, nobody alive on the other side of the chat. Calls (presumably with someone alive) are limited until 7 pm CT - apparently their schedule supersedes mine as a customer. Never again I will buy from this overpriced company.

As a former Customer Service Rep, I can validate the one star reviews, and add that it is also a horrible company to work for. We are set up for failure with being under fire with keeping our employee reviews at 5 stars, while they can't deliver any item without damage. I would take about 100-300 calls, texts, emails per shift and 90% were regarding damage, missing deliveries, backorders. This company doesn't care about its employees so of course they don't care about their customers. Managers and Regional Managers are the most arrogant I've ever worked with. This company needs to be investigated by the FTC for consumer fraud. If you have taken the time to leave a review, take the extra time to report to a higher authority...Federal Trade Commission.

I used to love this store.until I bought a custom order leather sofa * ottoman. The first sofa was delivered after the long COVID delay but the delivery guys dropped it after unpacking it in the street when it was raining and damaged the leather. I contacted their CS and they ordered a replacement sofa (but not the ottoman so now the leather will not match) and the replacement finally came in. I get an email (actually being drowned on emails) that the order was in and to contact them to arrange delivery. I called early in the morning and was disconnected by a CS rep that I could barely hear. I called back later but was on hold forever and could not reach anyone. I called back a third time and left a message with all of my information and said I would be available any day in the morning. They just do not return calls! I tried to contact the salesperson in the store on two occasions prior to this and never got a return call! Do they not know how to contact a customer?! On top of that, the sofa is poor qualty, uncomfortable and the leather is so thin, it puckered badly after only sitting in it a couple of times. I don't know what happened to C&B but I will not know as they permanently lost a long standing customer.

As a loyal C&B customer (before this experience) I was excited to see this product (Ooni Large modular table) available on C&B's website. Unfortunately, my excitement was short lived and my loyalty to C&B broken. The product was shipped standard delivery via Fedex. There was a shipping exception and the product arrived a few days late in a slightly beat up box. Upon opening the product I discovered the tabletop had a sizable dent. I quickly informed C&B and they put in an order for a replacement with expedited delivery. Product issues happen but I wasnt too enthused with the prospects of repackaging this mammoth product in its damaged box. The replacement arrved a week later and this time the package was even worse shape. It looked like it had been dragged upon a truck. When I opened the box my fears were realized: the tabletop had a significant dent yet again! I did some research and found a few other complaints indicated that Ooni tables arrived dented (see Reddit). Not sure if this is the manufacturer's or C&B's issue but I expect C&B to make it right! Faced with the prospect of returning 2 mammoth damaged packages i (the return label for the first had not been sent to me yet), I contacted Crate and Barrel to propose that I ignore the denting and receive a 'final sale' discount rather than risk yet another damaged shipment. I was shocked when the best they could was $40 off. I'm not trying to be enrich myself but at this point I had spent almost two hours communicating with Customer Service, buying replacement packing materials and repackaging the defective products. I told them the denting was too signifcant to the aesthetic to accept that amount and that I would instead return both boxes for full refunds. As I courtesy for the inadequate shipping materials I asked that their delivery team pickup the items but they refused. This I am now out of pocket about $50 for materials to reship. What a horrible experience. If you are considering purchasing from CB or this product I would advise you to find a local seller so you can personally inspect the items before purchasing and taking possession. This will allow you to avoid the hassle. The convenience that C&B online offers may proof to be an illusion. It certainly was for me!

I have purchased over $700 worth of merchandise over 2 orders. The first order shipped out in a timely fashion. The flatware from that order had black spots after 6 weeks of use. To get anyone help me to return the items is impossible. Unbelievably bad customer service. The second order was placed over 3 weeks ago. It has not shipped yet. Crate and barrel is the only company to charge shipping during the pandemic. Stay away from this company!

Ordered a bed in April. Said it was in stock and would be ready by the end of April for delivery. It's now June and nothing. Why keep promises you don't intent to keep? I don't expect this from CB…I expect this from a discount store. I've bought a lot of items from CB over the years but I am feeling this may be my last order from them ever. Horrible customer service!

I purchased a couch in 2016. I noticed a few of the cushions of small areas where the seam is ripping. They provided absolutely no warranty resolution for this issue, instead they blamed me for "moving residents" and/or "vacuuming". Their solution was to either purchase an entirely new couch (of course through them) or purchase new cushions IF they still made the same couch. This is absolutely appalling considering how much you spend on products through this company. Their warranty policy is 30 days after purchase of product which is comical! I do not recommend purchasing anything through this company and will not be purchasing anything else through them. The customer service is ridiculous and extremely disappointing. Anything damaged or "wear and tear" will be your fault and they will not provide any way to fix the product unless you SPEND MORE MONEY WITH THEM

I bought these chairs, then got really faded, they replaced and told me will never happen again. Attached are the pictures.

I'm not the type of person to leave reviews but honestly, I've never been more disappointed in a company than I am right now with my experience with you. I'm 9 months pregnant and due on Thursday. I ordered a pretty expensive crib and dresser set (which said it would arrive in May) on your website back in February. We paid an outrageous amount in shipping costs to make matters worse. Since then, my order has been delayed on three separate occasions! You have been unable to provide me with any sort of dates of arrival and when you finally got one piece of our order in stock, I was told it could take 1-21 business days for it to arrive and that a third party would contact us.

We got a notification that our dresser had shipped and even got a text saying that it would be delivered, and it was promptly cancelled. When we called to find out what was going on, we got the run around and still have no answers as to where or when we will receive the dresser - which will likely be past my due date. For the amount of time, the cost of the order and shipping, the poor communication, long lead times for delivery, and having to work with an unreliable third-party company to receive an order I was genuinely excited about, has made the designing of my first child's nursey a complete nightmare. I would expect to be reimbursed at the very least, which hasn't been offered but basically what I'm getting at is - DO NOT SHOP here if you are needing something of importance in a reasonable time-frame.

I don't even know where to begin. Purchased a couch and dining room table from Crate and Barrel 12/18/21. The items of course were back-ordered to March 2022 for shipment. We reluctantly purchased and were excited to see the items ready to ship by March 23rd.

The confirmation email comes along that items will be delivered between 12:45 and 2:45pm. Then... nothing. No one showed, no one called, no one sent an email, nothing.

Allegedly, the driver was sick - but again, this was multiple chats and calls to Crate and Barrel. They then inform that we will not be able to receive our items until March 30th, an additional week. Unfortunately, knowing that the items were "en route", we had gotten rid of our old items to prepare the space. We are in an empty house without any solution, hoping that the 30th will work.

What kind of customer service is this? No notifications until we call back, only to know the delivery dates of screwed up logistics take a backseat to place shipping on the 30th? This is the only store in which this type of delivery challenge has taken place, ESPECIALLY without any courtesy of giving us a call. I will never buy from Crate and Barrel again... not even a fork.

Ordered a couch a year ago and finally received it and half the couch was missing. We were told the other half was coming 2 months after the first delivery. Waited around for 3 hours and the delivery truck came and the couch wasn't even on the truck. Horrible customer service and now we are waiting for the next time our couch may come, I have my doubts. Tried to return and we were denied!

My delivery was set for a Saturday, and the crew came on time. Unfortunately, they said they could not deliver my couch because our elevator was too small. The crew also said that they would need at least two more people (there were two crew members initially) in order to navigate the furniture up the stairs.

What I find most disappointing is that at a Crate & Barrel, you're used to receiving white glove service at the store. So I expected that someone from Crate & Barrel would have initiated the conversation about fit and sizing prior to delivery instead of discovering at that moment of delivery that it wouldn't work. Doesn't Crate & Barrel deliver hundreds of couches a week? Shouldn't Crate & Barrel be experts at delivering furniture? A quick Google search reveals that they have been in business since 1962. It's reasonable to assume that they would either ask for measurements ahead of time or have a database of neighborhoods, homes, and buildings they've delivered to before and ask the right questions ahead of the delivery date.

To make matters worse, I had to call Crate & Barrel three times to try and get traction. Each time they said that the delivery crew had yet to report back. They were not able to schedule re-delivery until the delivery crew reported back. At the same time, they will deliver your furniture on a Saturday. They won't do anything else, like, say, note that they were unable to deliver it.

For the furniture and delivery costs, I expect Crate & Barrel to secure measurements ahead of time and to react quickly to reschedule when furniture cannot be delivered. Crate & Barrel should be experts at furniture delivery, supply chains, manufacturing, etc.