Crate and Barrel Reviews 

Unfortunately, I have to add my one-star review after a disappointing experience of ordering bedding and not receiving it, because the order was "mysteriously cancelled" on Crate and Barrel's side. It's astonishing how a store can stay in business with such poor service. Very disappointing!

I fell in love with the store for its display windows and minimalist merchandise. But when it came to ordering online, that’s where the adventure began. My order was delivered in three separate shipments, with just one item in each, all packed in huge boxes. I waited too long for one of the items, and by the time it arrived, it was no longer relevant.

Crate and Barrel's summer triple points offer feels like a classic bait-and-switch. The promotion seems enticing at first, but the way it's structured leaves customers frustrated. They dangle the 3x points promise, but good luck actually using them—points expire quickly, and it’s nearly impossible to combine them when you want to make a purchase. I spent July trying to build up my points for a purchase in August, only to be stonewalled by four representatives until a supervisor finally informed me that my points wouldn't be available until after the promo ended on September 30th. I ended up losing $400 in points dollars during my first experience with them, and it’s left a sour taste. I wish I had stopped shopping there then!

Worst company I’ve ever had the displeasure purchasing from, stay away!

Terrible and misleading customer service. Also salesperson never returned a call. She was either "on a break" or not in. She never did return our call and after 3 tries we went to customer service. I can only reiterate what many have said here. Read all their bizarre policies. None of them favour the customer. I only got out of an additional $370 delivery charge because my original phone call had been recorded and I asked them to listen to it where the person told me the delivery charge was one flat fee and would cover two deliveries. I needed that because two of the three couches we ordered were delayed. So, their delay, but customer is expected to etiher wait until the whole order is ready or pay an extra delivery fee. Fortunately I was "misinformed" and they had to waive the extra charge. The product and the delivery people were great so I want to be clear about that. But Buyer Beware. They have strange policies and you had better know what they are. I asked if they ever got repeat customers - a question that wasn't appreciated. But I will certainly not be one!

I would give ZERO stars if that were possible. Crate & Barrel has extremely poor customer service. I placed my first order in June 2024, received an order confirmation, and then heard nothing. On the expected delivery date, I discovered my order had been canceled without any notification. It took multiple follow-ups to get my gift card refund, which they eventually sent after over two months.

Hoping for a better experience, I placed another order for in-store pickup with same-day delivery. I placed the order before noon, but three days later, I still haven't received any notification that my order is ready. The store has no record of it.

For a company that claims customers are their priority, this is unacceptable. Crate & Barrel’s service is pathetic, especially given the premium prices they charge. It’s shocking they are still in business.

On May 25th, the CB2 delivery drivers came to my house to deliver some furniture that I had purchased. During the delivery appointment, the delivery people broke a tall vase (Pier 1 brand) that my mother had inherited me, and they stole the remote control of my original orthopedic queen bed, leaving my bed bent at a 90-degree angle and so high that I cannot access it. As a result, my bed is "UNUSABLE", and I have been forced to sleep on my couch for two months because I do not have a bed to sleep in.
I attempted to fix the bed by hiring a technician, who was unable to adjust it to its original position. I then purchased a universal remote control, but it did not work either. The brand of the bed went out of business after the pandemic, and they no longer sell the remote control.
I am a 52-year-old disabled person with a bone tumor in my legs living alone in one bedrrom apartament with one bed, and CB2's negligence to fix my bed has exacerbated my existing health issues. Sleeping on a couch for an extended period of 2 months has caused back and leg pain, and has disrupted my daily functioning and routine.
It is clear that CB2 only cares about making profits without ensuring customer satisfaction. The escalation department of Crate & Barrel, consisting of Barbara Tykane and LaShawn B., handled my complaint unprofessionally and failed to resolve the damage to my property. They didn't want to be responsible and referred the issue to the manager of the warehouse. The manager of the warehouse referred the issue to the manager "Mike of the delivery company Rider Last Mile". The manager Mike of the delivery company Rider Last Mile referred the issue to the truck owner, "Mr. David Rojamin". And the truck owner Mr. David Rojamin referred the issue to the "illegal Mexican delivery driver Ricardo Hernandez" who broke the vase and stole the remote control. However, this driver (beside that he doesn't speak English), refused to take responsibility for the issue, stating that he did not have the money to solve the problem.
I made business with Crate & Barrel, not with the illegal delivery driver, or the truck owner, or the warehouse manager as Crate & Barrel forced me to handle the issue with them. I paid Crate & Barrel directly for their products and delivery service, not their employees.
All these individuals are so unprofessional, and their only response to resolving the issue has been to SHIFT THE BLAME to one another, passing the buck and avoiding accountability. To wash their hands they have repeatedly referred me to new people to talk and seek solution, and I am exhausted and frustrated from repeatedly talking with new people, and begging the company to take responsibility for the damage they caused in my home and me.
Crate & Barrel's lack of integrity, responsibility, and professionalism is evident in their lack of insurance coverage for customer property damage and their treatment of customers, which is akin to treating them like animals rather than human beings.
A reputable company would never damage a customer's property, particularly a handicapped individual, and expect them to sleep on the floor or on a couch like a dog for months without taking immediate action to resolve the issue. Instead, they would take full responsibility for the damage and work to rectify the situation promptly, but this company Crate & Barrel has not even apologized because they don't respect customers. Unfortunately, the Crate & Barrel executive customer service team has also been unresponsive and uncooperative, expecting me to resolve the issue directly with the delivery Mexican man, which is not only inconvenient but also illegal.
I am scheduled to undergo surgery in August and desperately need my bed. I will not allow Crate & Barrel to continue causing me damage. In order to recover my bed and vase, I believe my only recourse is to take legal action against Crate & Barrel, forcing them to face a judge and ultimately hold them accountable for their actions.. - I am so disappointed of Crate & Barrel... do not buy furniture to them.

Where should I begin? Terrible customer service, horrible delivery, pitiful quality on certain items, and awful return policies. Whenever you shop for furniture, no matter how much certainty they give you on delivery dates and times, or if they tell you you will receive a call the day before delivery to schedule your window, and even if you do get that call and you do schedule your window of time, they may still never show up, or will say they did but never did, or if they do, 9 out of 10 times the merchandise will be brutally disfigured and you will have to send it back or worse, figure out how to return it because they will then claim that it was your fault that happened. If you do have the opportunity to own an undamaged piece, the quality can be quite good on certain things such as sofas, beds, etc. but for other items, especially big wooden pieces, beware! This is a company that takes no ownership of its problems and makes it extremely difficult to accomplish the most basic things, such as returning items or refunding the customer correctly. I have been told my item was not returnable because it did not have the sticker, and that is in fact in their policy, but the person right before me had returned several items with no stickers, so which is it? I could go on, but it would bore you to death, maybe... but I won't; just don't shop there.

I left a review a few days ago about my item not being assembled upon delivery and I want to add although I was very disappointed but Hiro from the crate and barrel warehouse was great to follow up with me and arranged time for assembly which took place yesterday so very happy about that ! I would still give the whole experience 3 stars but man the piece of furniture I got is so beautiful I can’t stop looking at it and the 5 stars is for the Evie bookshel! Absolutely gorgeous! I did not see the shelf in the store and blind bought it but I am beyond happy with it !

I purchased a blanket for my bed and was told if I did not like it I could return it within 30 days. After using it for a couple weeks I found it to be way too hot for a light blanket and tried to return it. My return was denied because I used it. I made the point “how do I know if I like it if I can’t use it”? However it was denied and the Manager Lauren in Costs Mess Ca was very short, rude, and unprofessional. I was a loyal C&B shopper but not any more!!!

Terrible customer service. I didn’t know they had such bad reviews. I literally shopped here for most of my house 2 years ago. Today I called, I swear it was like calling out of space. I called like 5 different countries trying to get to customer service lol I wish it was a joke. They’re going out of business soon. They already closed all the stores here.

Do not order anything to the store. My husband showed up to pick up item and CB cancelled the order. Or they said it had been cancelled. I had not cancelled it. It took over an hour to remedy this by my husband finally just buying the item again because CB corporate customer service was of absolutely no help. If it hadn’t been a coffee maker we needed for the next day he would have been out of there. We will make sure to cancel any pending charges through our credit card if they show up. People in store were great but this was the dumbest way to run a business and I will not be buying anything from them in the future including furniture if this is the type of service.

Crate & Barell customer service is nothing but lip service. AI would be more useful than the cut and paste psycho babble you'll get from them apologizing about poor communication while simultaneously not answering your question. All they accomplished is making me angry and regretful of giving them my business. Never again.

Waited 3 months for two barrel chairs, $2600 total. Two mismatched chairs showed up neither of which was what I ordered. Disgusted I tried to cancel the order since it had to be remade and wouldn't arrive until August. They would have my money for 7 months. They refused to cancel the order even though it wasn't started. C&B blamed the vendor and vis a versa. No one answers the customer service # but I have 21 emails.

I strongly urge consumers to stay away from Crate and Barrel outlet stores. I spent over $2k on one couch which seemed to be in perfect condition and was a great deal compared to what it would have cost if I had purchased it in store (based on full description provided by store employees on model and fabric). Worst experience as the upgraded, stain resistant fabric along with the stain removing directions provided by the company on this model were so wrong and within a couple months I have nothing but water stains all over my whitish sofa. I followed everything exactly. The company takes no responsibility for selling me a $2K couch that, although came from an outlet with as is, was still $2K based on these features. I wouldn't pay $2K if it didn't have these features which were part of the sell to me. What a waste. The couch is not worth $5 at this point. Save yourself time and headache and know that just because it seems like a good deal and that you can inspect it all you want and do all the research , it means absolutely nothing. Will never shop with C&B - outlet or not - ever again. They owe me at least a professional cleaning but choose to simply say that I signed a waiver for the outlet so who cares if we sold you junk!!!!

Their customer service is abysmal and their products aren’t even that nice. Never again. Currently on month 4 of attempting to get the correct color couch

I bought several wabi "Outdoor" planters and within a couple of months of being outside, the paint started chipping off of ALL of them - I sent in photos and Crate and Barrel said it was my fault for having kept them in the garage and that it was past their 30 day return policy - so too bad. That is thousands of dollars down the drain, and 10 very heavy planters leaving a mess of chipped paint on my patio that I now have to figure out. The customer service response was atrocious - and the "outdoor" "frost resistant" item should not be sold for outdoors. Not the first time I've been dismayed with their customer service either. But this was next level terrible.

I ordered a bread box on February 9th. It has been in the status of “being prepared” since this time. They give an estimated ship date and when that date comes they change to a new delivery date. I requested that the order be cancelled and I be refunded. Customer service called the warehouse and they said ok and he told me my refund would appear in 3-5 days. The next day I get an email that says the warehouse can’t cancel it and I have to wait until I get it to return it because it is being “prepared for shipment already.” I explained it has been like this for two months and I am being lied to because it is not being prepared. At this point they once again changed my delivery date today to next week. They are doing everything possible to not refund me for a product I assume I will never see. I always thought this was supposed to be a good company but I am extremely angry and feel I am getting fraudulent responses so they can keep my payment without delivering an item.

I ordered a mirror. It came broken. I returned for replacement. I received a chair instead. I returned for replacement for the mirror I was supposed to receive. About 3 hours of being on the phone over this time, and still don’t have a mirror. Lots of apologies.
I had been a Crate and Barrel fan prior to this. Not now!

I have had nothing but the run around trying to pick up an item that I ordered several weeks ago.
-I was told it was on backorder and I had to pay a portion up front--happy to do this, so I did.
-Received a notification that the item was available for pick up at Riverstone Solutions in Raleigh.
-Drove 2 hours to the warehouse only to be told they did not have it.
-Warehouse then sent another message saying it was now ready for pick up
-Their hours are M-S 7am-2 pm. The following Saturday the warehouse was closed for inventory and they would be sending the order back if not picked up by the following Wednesday. I work, like most people who order your over priced furniture.
-I have placed several calls to your customer service and the warehouse and have been reassured this would be resolved and I would get a call back-never got a call, had to continue to call your customer service.
-I requested delivery free of charge as I drove a total of 4 hours, not to mention gas and mileage without receiving my order, this request was denied.
-I requested to speak to a manager, this request was not responded to.
-I requested a price adjustment or partial credit. I never received a response.
This is absolutely unacceptable. I have never received such poor service from a company.
I wish I would have read the reviews prior to doing business with crate and barrel. Most of them are 1 star and many had the same issues I am having. I would think that these issues would have been addressed with the amount of customers who have expressed dissatisfaction.
Furthermore, I SHOULD NOT HAVE TO WAIT SEVERAL WEEKS FOR A REFUND FOR AN ITEM THAT I PAID FOR SEVERAL WEEKS BEFORE AND THAT I AM STILL UNABLE TO PICK UP BECAUSE OF THE LACK OF COORDINATION, POOR COMMUNICATION AND LACK OF COMPETENT CUSTOMER SERVICE.
I will never shop with you again, I will report this to the better business bureau and add to the poor ratings you already have.
I sincerely hope your service changes because I would hate for another customer to have this same experience.