Crate and Barrel Reviews 

Worst experience ever lasting three months till I canceled everything. Will never go there again. Promised store credits to apply for their credit card through Synchrony. Worst experience ever. Never got the card and got constant run-around. Either they are totally inept or it’s a sham. Never got the credits after buying product because they wouldn’t send me the actual card even though they let me charge the purchase on it. Tried to get them to send it to me more than once. Used to be a fan and now ai have nothing but contempt for them!

So disappointed in crate and barrel. Was supposed to pick up my dining room table and chairs they didn’t have the base to my table then told me to pick up next Saturday luckily because of my gut feeling did I call and check in with them again to find out whoever told me to pick it up the following Saturday was wrong and it showed I picked up the whole order I don’t have a base so then the person had to order me a whole new base and now I can’t get the base to my table till the end of the month. Some of my velvet chairs came with box indentation markings so upset they don’t even understand how expensive there stuff is to people and they don’t care they charge us a arm leg and head for it but to get us the item is a pain in the butt and a horrible experience. So sad I don’t think I’ll go back

Ordered a 16 piece dishware set. One box of 4 place settings. Quality of the finish was not acceptable. Returned the box in its entirety. Received credit for 1 (ONE) plate. Not a place setting and certainly not all four sets. One plate. Took days of customer service to work through. Still not resolved.

Ordered off of gift registry on July 13th for shower on 31st. Order did not arrive. July 20th - Per C&B was lost. They were having it reshipped. July 27th still haven't received. Contacted C&B - now they say is lost again and unavailable.

I recently had a disappointing experience with Crate and Barrel's dispatch team. When my delivery was delayed, I discovered that they had input the wrong phone number in their system, resulting in me not receiving any communication regarding my order. After contacting them for assistance, Juani Hidalgo, a member of their dispatch team, instructed me to hang up and wait for a response within 5 minutes. Unfortunately, I never received a callback, so I had to reach out to them myself.

To my dismay, Juani asked me to wait an additional 30 minutes while they checked if the delivery truck could reverse and complete the delivery. Disappointingly, I did not receive any update during this time, so I called back. To my frustration, Juani answered the call and promptly hung up, completely ignoring me. Determined to resolve the issue, I called from another phone number, but Juani hung up as soon as she recognized my voice.

Needless to say, this experience has left me incredibly frustrated and upset with Crate and Barrel's customer service. It's disheartening to encounter such poor communication and unprofessional behavior from their dispatch team. Regrettably, this has been the worst purchase experience I've had with Crate and Barrel. I strongly advise the company to address these customer service shortcomings and ensure a more satisfactory experience for future customers.

There needs to be a serious reevaluation of this company and its' customer relations, customer service, quality control, communication. I ordered two Keane nightstands in March which were scheduled to be delivered at the end of April i.e. 6-7 weeks. I check back in April and it was pushed until the end of June. I did not make an issue of it. It was then pushed back to July which was not acceptable.

I have dealt with incompetent customer service associates and managers. We originally set up for pickup. The manager offered to provide complimentary delivery services due to the 4 month delay with the nightstands. Weeks later, I am charged for delivery and had to speak to several people to get it refunded.

Delivery day finally comes and one nightstand shows up. I am currently on the phone between customer service and the warehouse. Warehouse first says the second nightstand will be delivered tomorrow. Then comes back and says it is scheduled for pickup. Then says it is not at the warehouse but another location and I need to call customer service. Customer service acknowledges the issue and then says they can schedule delivery for the following week! I am so over this and have literally completed a four story office building window installation (20K square feet) in the time since I ordered these nightstands.

There is so much more but not even worth it.

This is ridiculous. Incompetence at its' finest. NEVER AGAIN. I wish I saw these reviews beforehand and took heed.

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 had to order the couch and pillows that go with the couch. The pillows were back ordered, there was no communication as to them being late, or at all..not once did I receive a phone call or I was not given an email regarding status…. four months later I still don’t have the pillows dispite my calls which were many!!. Now they’re insisting I take the pillows and will not give me a refund/ store credit
. All sales are final, they said… and stated I was sent an email in June but that is not so… terribly rude management combined with horrible customer service. I will never buy anything from them again and if you value quality customer care you may wish to avoid them as well!

Horrible. Literally worst online ordering experience for myself as well as my sister ( two separate purchases) for a registry of family member. Spent hours on phone. Customer service reps are inept and callous. Never again. My sister lost money- never got her refund. Its been months. I lost a part of my soul on the phone for and hour.

For a home accessories and furnishings store, Crate and Barrel really is a fun place to shop and explore. This is a full service retailer that tries very hard a making customers expectations a reality. I especially appreciate the sales they offer throughout the year.
I had one issue in my 6 years of shopping there, and it was resolved quickly. The sales people are helpful and knowledgeable and really seem to enjoy working there.
They are a little pricey at times, but the quality and service in my opinion is worth a few more dollars.

I ordered a couch from Crate and Barrel that was "supposed" to have arrived the end of May for our summer home and it is now backordered until the end of July! We now have no furniture for our guests or ourselves for the 2023 season - Crate and Barrel assured us that our furniture would be here - do not trust this company!

One of the worst customer service experiences ever - it was 100% Crate & Barrels' fault, but they accepted ZERO responsibility, and the store even admitted that online is horrible. We ordered a Christmas gift in November, and after a few weeks, it showed up as backorder with no estimated date. We canceled that order and ordered the item in a different color (in stock). The item was a baby ball pit - it arrived in two separate boxes. The first part (balls) from the original order arrived even though it was canceled (and showed out of stock). We shipped it back (the order was canceled after all). Now six months later, the original pit from the canceled order arrived and was charged to our account. We contacted customer service and were told it was not returnable because it was beyond 30 days! No kidding, it was ordered six months ago and CANCELED! They finally said they would issue a credit but we had to pay to return it ($20) or take it to a store. We took it to the store to ensure the credit was correctly handled. Thirty-mile trip and carrying a huge box from the parking garage into the store...when the store manager said they couldn't return it because, guess what? Beyond 30 days, plus are "not supposed to accept online returns"! He finally realized he could credit my daughter's Apple Pay, so we are no longer stuck with half of an item that we didn't order. All they had to do was admit their system made a mistake shipping the second half of a canceled order and send a return label.

Terrible experience! Very first time ordering from Crate and Barrel and my table arrived with no hardware! They shipped it separately then I had to put it together myself! I will never order from them again.

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 arrived a week later and this time the package was even worse shape. It looked like it had been dragged behind 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 (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 do 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

Ordered a Seaton large round storage basket and it came damaged as if someone sat on it crushing it down, even the wiring which holds up the structure is bent and I even posted a picture of the item to put on crate and barrels site of reviews and they want allow it to be posted. They knew the basket was damaged before it was boxed for shipment. It was not damaged during shipment because the box was in excellent condition. If this is their best of service i would hate to see their worst. When a company ships a damaged item and takes my money have no use for them. There’s many other merchants that I have had very very good experiences with. This was my first time in purchasing from crate and barrel and it will be my last. I do have another basket that was ordered before this one and it’s on back order and I had written crate and barrel on Facebook about the item as they continue to show it still for sale and I was told they were in warehouse so if that’s the case why not go ahead and ship it out?? They’re just not reliable. So when I get the time I will call and cancel that order because it will probably come damaged too. I have no trust for crate and barrel..

Ordered a $5,000 cabinet in February we're told it would be here the end of May. Now it's the end of April. My husband's credit card had fraud on it so they canceled it so when crate and barrel went to charge me for the item it wouldn't go through. They sent me an email but it went to my spam so I didn't see it until 2 days after the amount of time I had to give them a new credit card. I called customer service and was told there was nothing they can do and it would be September now before I could get it for customer service

Worst company to work for. CB is more concerned with good ratings and pushing the credit card than they are with their employees and customers. There is no leadership. The systems are broken. We are paid below a living wage. The delivery teams and warehouse people are the cause of most of the damaged furniture problems. CB does not care about anything except their bottom line. Their business practices are highly suspect and shady and as a former employee, I have filed a report with the FTC about what I have been witness to. Do not buy from this company. You'll end up with nothing or you'll be ignored for months, and finally, your purchase will be defective or broken. If it shows up at all.

I ordered a floor lamp on January 1. 2023. The expected delivery date has changed 4 times and I am now looking at end of May. This item was purchased in their store so my credit card was charged immediately.

The item continues to be offered in their catalog and store. When inquiring I was told die to supply chain issues the item is back ordered. I can’t fathom why it is taking so long to get a basic item such as a $400 floor lamp.

I will be limiting future purchases to cash and carry only as this appears to be a consistent problem on larger items.

We purchased 2 bookcases and a media cabinet Jan 2022. The 3 pieces were finally delivered 7 months later, all 3 pieces had damage. Because they were delivered Crate and Barrel charged our credit card for the full purchase. We are now in April 2023 and STILL haven't received all 3 pieces. We were promised multiple times by multiple people that they would be our contact person so we didn't have to explain our situation over and over again. But every time they make a mistake our send us damaged pieces another person tells us "they" will make sure it gets taken care of. We have received our delivery fee back as well as $400 of the $5000 purchase. They have had all our money for 9 months and have made 4 deliveries, 3 of which had damaged goods and the last 1 which only included 2 of the 3 items. Every time you speak to a customer service person you immediately get a survey request regarding the level of service. Are you kidding??? Talk about adding salt to the wound. AND I tried to leave comments on Crate and Barrel for the pieces I received, finally...and it won't let me?! I have asked MANY times to have compensation for the complete lack of service and I was told "you have to wait until all your items get delivered". We have taken way too much time dealing with Crate and Barrel. We were treating ourselves to these items thinking they were coming from a good quality, reputable company. Never again.

The web site is the worst website I've ever used. The customer service rep on the phone are not helpful or knowledgeable. The products are great so just go to a store to purchase.