Crate and Barrel Reviews 

I purchased $250.00 worth of dishes for a wedding gift and the damage was unbelievable. Customer Service handled the replacements however there was a vegetable bowl replaced 3 times and was broken each time. The problem was there was no packing. The bowl was just stuck in the box. I just can't believe that they could ship glassware with no packing. As a previous Director of Transportation I know that UPS or Fedex would not pass their shipping boxes and not pay their claims without sufficient packing. They should be embarrassed at this point.

How dumb can you be this time of year? It Christmas and millions of items are shipped around the world. A majority of reputable company’s have the decency to send packages in unmarked box’s. Not crate and barrel. Item came in the display box with nothing but a label stock to the box. Sending a $1000 knife set in the box has to be the stupidest thing I have ever heard. Not only was the package almost stolen but now a Christmas gift was ruined. Great job, incredible customer service and impeccable business practices.

I made my purchase on August 2, 2025. Initially, I was told that delivery would be at the end of August 2025, but month after month the date was changed without any real solution.

Every month I received the same response: "by the end of this month," and now I'm being told the new date is the end of January 2026, after almost five months of waiting.

The most disappointing thing is that, despite the constant delays and failure to deliver on their promises, they refuse to issue a refund. Customer service offers no alternatives or clear solutions, only more postponements.

For a company that presents itself as serious and professional, this experience has been completely unacceptable. I feel like they are playing with their customers' time and money.

I do not recommend Crate & Barrel based on my experience.

This review is not about any local Crate & Barrel store or in-store employees. It is specifically about corporate customer support and how it is staffed and run.

Crate & Barrel clearly does not care about either its employees or its customers if this is the level of understaffing and disorganization they are willing to tolerate. I spent over 90 minutes waiting on the phone and never reached a human being. The phone line was effectively unusable.

Throughout the day, I attempted to resolve the issue via text — which appeared to be the only way to contact support. I was repeatedly matched with different support agents, none of whom had context from prior conversations. Each interaction started from scratch. No one seemed to know what had already been discussed, what actions had been taken, or what the next step should be.

Despite providing the same information multiple times, there was no progress toward a resolution, no escalation, and no accountability. The experience was chaotic, inefficient, and deeply frustrating. It felt less like customer support and more like a system designed to exhaust customers until they give up.

For a brand positioned as premium, this level of support failure is unacceptable. The issue itself could have been resolved early — instead, poor staffing and broken processes ensured that it wasn’t.

Again, to be clear: this is not a reflection of store associates. This is a corporate customer support and process failure.

Literally the worst shopping experience I’ve ever had. Will never shop here ever again and neither should you. God awful customer service reps across the board. Save yourself time and grief and spend your hard earned money anywhere but here.

Completely unsatisfied. After the bed i ordered was delayed three months, it delivered today and was missing a significant piece and could not be assembled. It has been impossible to get an update or connect with someone live. This is the worst customer experience I have had with a furniture company. How can you charge someone and leave them with this experience?

Crate and Barrel is TRASH!!!! I ordered a chair to be delivered on November 30th. My delivery was cancelled at the last minute and then rescheduled for December 6th. I cancelled an appointment to accommodate their delivery window only for my delivery to be cancelled because Crate and Barrel warehouse could not find my purchase to give to the delivery driver.

I'm not one to write bad reviews but their customer service team are completely useless. I ordered a click and collect from store and they left me waiting for 45 minutes. I had asked 3 staff members where my order was and they said it was coming. 35 minutes later, i get told that they forgot to bring it to the shop floor but its on the way. Another 10 minutes waiting and someone from the cleaning team finds my parcel left by the bedding department. All they said was a sorry mam, bye.

This has been one of the worst purchase experiences I’ve ever had with any retailer. I was mistakenly charged twice for one table and four chairs — nearly $8,000 — and had to open a dispute to fix it. When I finally picked up the chairs three weeks later, they had mold on them and had to be returned.

To make matters worse, after Crate & Barrel switched credit card providers from Synchrony to Imprint, I was hit with an unexplained $100 charge, which the dispute team still insists I must pay.

Overall, an incredibly frustrating and unprofessional experience. I strongly recommend avoiding this store.

I used to buy from this store constantly, loving once the products, service, and logistical sense of the business, however, that is now stopping. I ordered some items on the online website, and there was never a mention, of one of the items being backordered. No email, no follow up, nada. I get the box 4 days later, and the box is completely mutilated. I try to contact C&B, and nobody follows up. I send 8 emails, all go unanswered. I leave a message on the website, it goes unanswered. Excuse me, but do you know what customer service is? Do you plan on staying in business? Well, to little to late, you have lost a customer of over 30 years, because you have forgotten the measures of retaining customers and giving them real service. Not this AI stuff. When you lose customers, you eventually will fall and unfortunately, not following up, or communication is a thing of the past. Not impressed, will give someone else the business.

I've shopped at Crate & Barrel for many years, and overall, I've been happy with the merchandise and also with the store credit card. However, C&B recently switched from Synchrony Bank to Imprint and regarding the new card issued by Imprint - what a mess. It's been an absolute disaster. When I tried to use my old card recently, C&B wouldn't accept it. I was told, "You must use the new card." I said, "Wouldn't I have to actually have received the new card to use it?" Indeed, that's correct, but (per a recorded message) "Imprint has been swamped with the transfer" and therefore couldn't be bothered to actually send out the card in time for me to meet this requirement. So I used a non-C&B card instead which meant I didn't get points for my purchase. Finally, the new Imprint C&B card arrived, but when I went online to activate it, I discovered that the card number pre-posted online for me bears no resemblance to the number on the physical card sent to me, and there's no option to edit the wrong info online. I tried calling the number on the back of the new card, only to discover that the entire phone system appears to be automated with no chance of speaking with a person. When I tried to use that automated system, I ended up in an endless loop which always took me back to the menu. So I guess I'll cut up the C&B card issued by Imprint.

Horrible customer experience. Trying to contact them is the most frustrating experience and you get nowhere. As many businesses lately you have to try and navigate through AI to get to a real person. I got hung up on a couple times before getting put on hold for a long time. When i finally reached a real person she said she would help and then pretended to have problems with her headset and eventually hung up on me. I then got texts from AI pretending to be the person I talked to at first and telling me they tried calling back and left a voicemail. It was very apparently AI and not a real person. I was clear I would not talk to a machine or text and wanted a call back by a real person. It kept telling me it kept trying to call me. There was zero record of incoming/missed calls or vms. These are the tactics businesses are resorting to force AI down our throats. This whole ‘you are lucky to be able to do business with me and you will take what i give you and like it. If not, too bad’ business model will fail. And those businesses will go under as more and more customers walk away. I will certainly not ever spend $5000+ at this business again, nor will I take my business anywhere that tries to replace customer service with AI. I will only go where being a customer is actually valued.

We purchased five final-sale bar stools. Only one was shipped without notice; we were told “final sale, no refund,” and charged shipping as if five items shipped. After significant time on the phone due to Crate & Barrel’s store-card issuer transition, a refund check was eventually issued; however, the process was fragmented, communications were poor, and we spent ~2.5 hours resolving a merchant error. The final offer was just a small coupon, which does not reasonably compensate for the time and stress involved. We request written confirmation of $0.00 balance, full reversal of shipping/taxes tied to undelivered items, and appropriate goodwill (gift card or meaningful non-restricted discount). Documentation available: Crate & Barrel “Order Statement” email for Order 354931029 reflecting “Refund pending: -$253.49.”

Over 4 months and spent over 9K on a few couches. Still waiting. Terrible customer service too

They provide false advertising on products. They get you to sign up for 15% off on your order and when you place the order you do not get the 15% you get "free shipping" which makes zero sense as shpping is free on orders over 149 it states on their website.

Twice I have had to contact Crate and Barrel regarding their 15% off coupon for signing up to their newsletter. Twice I have had horriable responses. Basically putting the blame on me. Telling me the coupon only applies to a regular priced item. (YES I KNOW THAT) The Item I am looking at is NOT on SALE and Coupon should be valid. And around and around we go on their website!

Be very careful when using the online Post Office change-of-address website. You will find that, unless you are very careful, you will have "opted-in" to get promotional emails from Crate and Barrel. They will fill your inbox with junk on a daily basis, and there is no UNSUBSCRIBE link in any of their emails. They just keep sending these advertising emails, and there is no way to turn them off. Very unprofessional and smacks of poor customer service.

Ordered a sofa in May. Cushions didn’t arrive until mid-July after being promised “3–5 days” dozens of times. When they finally came, they were the wrong color.
I re-ordered in mid-July and again was promised “3–5 days.” Weeks later, still nothing. Fed up, I canceled the order two weeks ago. Yet today, huge boxes of cushions showed up anyway — in the same wrong color I had already rejected, even after I sent photos requesting dark grey.
Customer service is awful: 20+ minutes on hold, emails ignored, and voicemails without a callback number. One associate even apologized for delays because she “took days off.” Why should customers suffer for lack of coverage?
This has been dragging on since May with no resolution. Crate & Barrel corporate should be embarrassed by this complete failure of service and quality control. Never again.

This companies' customer service is awful. I was promised that a wedding registry gift was in stock(wooden salad bowl and tongs) and that it would be delivered next day delivery. Apparently, it was out of stock Why lie to get the sale and it made me look like an idiot not having a gift for the shower.
I will never order from them again. I should have gotten something from Anthropology or Target where she is also registered.

Absolutely HORRIFIC customer service and overpriced items. I ordered over $10k of items/furniture for work and items arrived damaged, and it took THREE attempts to deliver until item was eventually discontinued. This is a joke of a company and I will no longer be shopping here. They run you in circles when facing any issues and you can never get a clear answer from anyone that seems like an actual human that speaks English.

I also used them for my registry (prior to the terrible work order experience) and I regret using them. A several hundred dollar silverware set we were gifted rusted and tarnished just over a month th after using it. Customer service’s answer was simply giving cleaning instructions. Obviously useless as the damage was already done, plus I had already been taking the proper cleaning steps. They said because it was “past 30 days” there was nothing they could do. Also found out that the set was marked up nearly 50% of what it was listed for on other retailers websites.

Just a complete and utter SCAM, joke of a company. Not to mentioned the employees in store who heckle you and won’t let you shop in peace, just trying to get a sale.