Crate and BarrelReviews of crateandbarrel.com

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.