Crate and Barrel Reviews 

We had a delivery of five items but only four boxes. The delivery driver convinced me that two of the items were in one of the boxes, so I signed the delivery receipt. When we opened the boxes the fifth item was missing. I called the freight company, and they said that I had signed the delivery receipt there was nothing that they could do. When I contacted Crate and Barrel, they called the freight company and had them do a warehouse search. The item was found! But the amazing thing is that they were willing to replace it even if it wasn't found and it was a $2,000 piece of furniture.

I have never seen such bad service in my life.
I ordered a couch 6 months ago; it came with different legs 2 months ago. The quality of the couch is not so good, but one side is higher than the other one.
The customer service proposed me to either replace the chaise part with the correct legs, or order the legs (as it will come faster)
2 months later... still didn't receive the legs or got a date for the delivery. How difficult it is to ship 4 legs?

I am 6 months in, paid a lot, and received a bad quality couch with the wrong legs (so one part of my couch is higher than the other one)

Every time I reach out to customer service, the only thing they answer is "thank you for understanding... "
I am not, provide me the product I paid for!!!

Two orders to separate individuals with gift cards to let them know who sent the items. Both times no gift card was attached. Not cool!!

The absolute worst customer service in the world. Horrible experience, and flat out lie both on their website and in communication. Expected delivery date is a complete joke, my problem is that they were telling me that my order was delayed but were still promoting online that it was available in a couple weeks. It ended up being 2 months, and then they cancelled my delivery because it arrived to the distribution center broken. They suggested I request a refund and start over. Seriously.....they offered me free delivery as compensation. I will never ever ever buy anything from Crate and Barrel again!

So disappointed I cannot find the words! I ordered a sample of the color for my$4000 entertainment center. Was what I wanted soI ordered it. Said it was being made in Italy so delivery went from November to January to March and back to January. Custom order so you can't cancel. No information from C&B so only information I had was looking it up on my own. Delivery finally set up for Jan 12th. Only bookcases showed up as C&B didn't get media center to shipper. Apparently Italy doesn't know how to stain properly! Stain very inconsistent and not the color of the sample! Media center finally arrived Jan 21st. Once again, inconsistently stained and looks like country farm house kind of stain - no consistent color. So I am stuck. Do not buy from them unless you find something on the floor that you like as they are unreliable in what they ship and will not let you return. Big risk here!!!

Purchased a couch in 2016. The seams on two cushions were slightly wearing. They provided no resolution to fix this issue, instead they said I caused this from "moving residents" and/or "vacuuming" it. Their solution was to purchase an entirely new couch of course through them, or purchase new cushions (IF they still made this couch). This is absolutely ridiculous for the amount of money you spend on products through this company. I will never purchase through them again and do not recommend purchasing through them. The ONLY option for warranty is 30 days after purchase which is very comical. It is truly appalling.

Wish I could give zero stars. Horrible delivery service. Furniture was not properly packaged and when unpacked by the delivery crew it was clearly damaged. We sent it back and when trying to schedule a 2nd delivery they put us again at the end of their delivery route. We canceled the order.
We had a different piece of furniture ordered online and in backlog. After 6 months it got shipped but never delivered to our address. We went to pick it up per their instructions and the first time the package was not there and the second time the store was close during what was supposed to be open hours. We had to go a 3rd time since customer service didn't care.
Horrible service. Only time we got the items ordered on time and in good shape was when we went to their warehouse to pick it up.

I received 3 of one item. Love what I ordered but never again

Would provide zero stars if possible. Ordered 2 couches “In Stock” on website in August only to be delayed until mid September, then October, then November, then December. Ordered a cabinet in December thinking a one off…..delivery date mid January….now mid April. I would NEVER use them again and strongly suggest you don’t either. Their listed inventory is a scam

They are the worst! Constant miscommunication and incompetence. They mess up your orders repeatedly and then you’ll still be penalized for it, not them. You’ll be penalized with major delays, holds, up charges, etc… and they won’t even consider any type of compensation for your suffering. STAY AWAY!!!

Ordered curtains and rod and was told that they would arrive to the store for pickup in a week. Curtains came into the store after a week, the end caps for the curtain rod came in another week after that, and another week after that I received an email telling me that the rod would be arriving late and to call them. When I called, I was put on hold for about 25 minutes. They offered to send the rod directly to my home, but I would need to re-order the rod and cancel my first order. I would not give the representative my credit card number over the phone to order the new rod (they don't have a secure method of taking telephone orders), so the rep told me to order the rod online and then call back to get the shipping refunded. At that point, I asked to speak with the manager, was put on hold for another 6 or 7 minutes, and the manager took care of everything and gave me a $50 e-gift card for my trouble. That was nice of the manager to do. The customer rep and manager did everything they were supposed to do, but the overall customer experience was subpar due to the long delays and inability to get me the product in the time promised. Sales rep 4/5, manager 5/5, C&B product availability 1/5.

part of the order (kitchen dishes) came in broken (the fedex guys must have used the box as a football). Online chat/customer service must reside on another planet based on the speed of response.
Another item that they claimed was delivered is MIA. Still waiting for the remaining items, more than a week after purchase. Yeah, this might be the last time I shopped at this overpriced place

Nightmare with orders. Double points for credit card purchase on web site, but never received the correct amount. Items in stock, now suddenly out of stock. Not charged on card. Then months later they charge my card with NO explanation. No delivery date. NEVER will buy from this unorganized company again. But the people you call at customer service are wonderful, but rarely fix any problems.

Terrible customer service. Bought a 3 foot Christmas Tree here. No box, floor model. When I asked for even a small discount since it was a floor model, U got a flat no and a cheesy plastic bag to take mt $180 3 foot tree home in. And the clerk told me it had a timer function. It did not. I went back to complain to the manager only to get the same zero customer care. She could have cared less. That is my last purchase a this store, ever.

We ordered our couch in February of this year we did not receive until November on two separate weeks as the lounge element was missing. We accepted that and did not complain as we were told that delivery was to be later than estimated. It was suggested it would be September so we let that slide.

Unfortunately the corner piece of the couch was not made correctly, the webbing in the base is non existent causing the corner cushion to sink lower that the adjacent cushions. I made a complaint to customer service and they ordered me a new corner piece originally to come in January. Which was extremely disappointing. Then I got notification that the corner piece won’t be available until APRIL! That news is devastating considering the amount of money we spent on this sofa!!!

Yesterday I received an email asking me to rate my email conversation with another customer service rep. I did not receive the email they are referring to at all. I did check my spam and trash to no avail, so I have absolutely no idea what has transpired.
The C&B website states shipping within 6 weeks. If that is true why is it taking more than 1YEAR to complete my order!

Recently placed a large order, including numerous items that were backordered but still charged to my card. Eventually, I was notified some of the items were no longer available and I would be issued a refund. So, essentially I "loaned" C&B several hundred dollars interest free. If I'm going to give out interest-free loans, my friends and family will come first...not C&B or any of their other businesses.

I ordered a bed in October 2021. Still waiting. They are now saying December but they keep re assigning parts of my order so they can’t seem to get all three pieces of the bed in one place to deliver. Customer service responds but usually only to say when I inquire that there are further delays. I have asked about other options but they keep saying it is 6-8 weeks for any other beds so I should just keep waiting. Then they delay again…

Bought two sleep sofas in May and was told up to 6 months for delivery. Bought because having company at Christmas. In these 6 months they have no idea where your furniture is or when it might be finished (comes from China?), and they can'y give you an update. I find this appalling - it's a furniture company - how can they not know the status of your furniture? I finally get the call that my furniture is ready for delivery (after the full 6 months) - to their warehouse in the US (I'm in Canada, bought on the Canadian site). When they say "6 months delivery" they mean to them, not you. From there it's another 4 weeks to get to Canada (and another $700 per sleeper added on later for this privilege), and another 2 weeks to get a delivery company in my city to get to me. I won't get my furniture until earliest the end of the year. Too late. I ordered May 28 for 6 month delivery, and their next projected date for delivery to me is Dec 27. I ended up going to Ikea and buying two sleeper sofas to accommodate Christmas guests - now I will be stuck with 2 over priced sleeper sofas. There is of course NO WAY to cancel the 'bespoke' order no matter how bad their service. I don't know why someone would put up with that level of service. Oh - also - no way to leave a bad review on their site. In the meantime spoken to some designer friends and find that they don't buy from C&B for this very reason. Expensive lesson learned.

I highly advise anyone looking for a custom couch to look elsewhere. Did not expect this kind of unprofessionalism from a reputable company like Crate and Barrel. When I purchased a sectional and other pieces for my living room back in October 2021, I was given an estimated 3 month wait time for delivery. In January of 2022 the date was pushed back to February then March then April. Around May I got a call to schedule a delivery for only part of my order since everything was ready except one part of the 2-piece sectional I ordered. I told them I’d rather wait for the whole order to be delivered at once. August 2022 I receive a text that the other piece is ready, on its way and expect to schedule an appointment for delivery soon. Four months later and the piece in question is allegedly still somewhere in transit to a warehouse due to warehouse delays. CB still can’t locate the part or confirm when it will be checked into a warehouse to await the actual delivery into our home. After several calls, emails and texts, we are told cancelation or refund is not an option because it is a custom made to order couch. It takes weeks for any response or updates on this piece’s whereabouts and the response is always the same; they are contacting either the manufacturer or vendor or warehouse or custom design team and will provide updates as soon as they hear back and that they are happy to ship a partial order and deliver the rest when it is ready. They are only willing to discuss waiving shipping costs and offering some compensation once all the items are delivered. I would avoid buying furniture here at all costs if you do not have years to wait for it.

I ordered a couch in December of 2021. Every month or two since i have received notices of delays due to Covid issues and supply issues. It is now November, 2022 and it was supposed to arrive now. Corporate office said in October that I should have it by Thanksgiving. But today, after calling, I learned it is estimated late December. C&B has no control over their product and just string me along. Miserable experience.