Crate & Barrel

We ordered a $3k custom couch in early 2023, and was delivered in the summer of 2023. There was something wrong with the sitting cushions, and I contacted them for a cushion replacement. After two deliveries with the wrong size (it was half of our size), and countless calls with sales and managers promising with call back, Nothing! Worst furniture experience ever!

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.

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!

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.

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.

I'm in love with crate & barrel. There's a crate&barrel at my nearby mall and I always stop by there to just drool over all the pretty kitchen stuff, rugs, etc. The website is also really good except it constantly tempts me to buy everything on there. Make sure you have a shopping list of what you need or else you might spend too much!

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.

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.

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!

I didn't get anything from Crate and Barrel but I DID get their catalog in the mail and I have to say only people with more money than sense would but things here. Everything is over priced on the order of +500% minimum. Seriously, a bundle of Palo Santo sticks for $19.99? I can literally get the same thing at my local new age store for $3.99. And that's just one example, with every page I turned I saw things priced at $99, $199, $499 that I could get (exactly the same thing) for a fraction of that cost elsewhere...

Wife and I have bought several small and large items from C&B. Experience is mixed.

Some bowls and coffee mugs started chipping within a year. Water glasses and plates have held together so far.

A dining room table, night stands and a headboard were delivered without incident years ago. Recently, we were very disappointed when a media center was delivered. I was out of town when it arrived. According to my wife, the delivery guys kept asking Ok? Ok? Ok? Trying to rush her through inspecting the piece. Then they kept groaning when she asked them to move it a couple of feet to just where she wanted it. To top it off they refused to put our large screen TV sitting on the floor in the middle on the room on the media center!

Ordered two sets outdoor table and chairs. One table and chair received broken.
Customer service amounts to 20 minutes on hold and being persuaded to pick their text option. Text option is crazy stupid... 5 days of text 4 different folks... replacement table is 4 months away... when I ask to cancel the replacement table... customer service hit rock bottom... please run from this company. Do not reward this practice of companies trying to wear you down with hurtle after hurtle to cancel a purchase due to their poor customers service. I would never recommend this crooked company or its business practices... this lack of customer service is a well thought out business plan... not a one off... please read the other bad review

Bought an item during the Black Friday weekend sale, was going to take 2-3 weeks for delivery which was fine. After scheduling delivery they charged me the difference of $800+ for the current price. One and done with this company

Yes, its expensive, but you get what you pay for. Cheap furniture is not well made, its not a difficult concept.

You dont have to buy the top of the line, just expect that it might not last as long. Service and delivery is exceptional.

Good luck!

I have 2 orders with crate and barrel and both are keep getting delayed for 9 months already. Every-time i called them they don't have any answer, they promised at the store on beginning then my order start getting delay on website. Now it shows 9 month delayed.

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.

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!

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.

Everytime I walk into one of their stores, I like that I'm always finding something new. The quality varies somewhat, and the pricing is usually a little on the high side. But the style is what does it for me, and brings me back time and time again.

I never thought in this day and age that a company would not have a email account! I never thought that when you have to talk to someone about an order that it would be this hard to get in contact with someone at a place of business! I bought on line glassware on Aug 16,2020 and used a paypal account through my husbands paypal account and never got a order number or any shipping information and it has been a week since I placed an order! They did however take our money! My husband tried to get ahold of them on the phone it says 24/7 but when I went to check them out on line it says not open on Mondays! What a terrible way to do business. I would never recommend Crate & Barrel to anyone. And in order to do a review I have to claim that I am not writing a false review now why would I do that! And I have to register on Facebook to make it legit! What a $#*! backwards company this is for sure!

Sir how expensive is that crate and barrel item? Oh sir as expensive as you want it to be. Today we have a 20% off sale making our products only 40% higher than made in china items at other stores

I've only bought a couch from them and had it delivered. I picked it out in the store then eventually ordered it online. Overall it was smooth. No complaints.

Great customer service and website is easy to shop through and find what you need with ease. Everyone is always willing to assist you when you enter the store.