Crate and BarrelReviews of crateandbarrel.com

Absolutely terrible experience with Crate and Barrel. I placed and paid for my order in January 2025, and even after nearly six months, they have still not delivered the correct product. The level of service has been shocking — rude, unhelpful, and completely irresponsible. Every time I followed up, I was met with dismissive responses and zero accountability from the team. It honestly feels like I’ve been scammed. This is by far the worst customer service I’ve encountered — no resolution, no empathy, and no respect for the customer. Avoid Crate and Barrel at all costs. I will never shop here again and strongly advise others to stay away from this brand.

We ordered the Barrett II custom corner sectional in store. It was about $5000. That was the beginning of several critical issues. First, the associate told us it would arrive a particular week which it did not. It arrived a *month* later. When we used their automated scheduling system no one informed us the original schedule date was BUMPED. They failed to mention it. So after all the coordination to be here on arrival day, NO arrival. Had to go through the process all over again! When it finally arrived, the legs are cheap PLASTIC!!! Are you kidding me? For $5000 they couldn’t put on WOODEN LEGS?!? Now I’ve got to order wood legs. We will NEVER order any furniture through Crate & Barrel EVER AGAIN. Wish I had read these first. STAY AWAY!!!

I ordered hampshire dresser from Crate & Barrel in January while I was pregnant, to complete my baby’s nursery. The dresser arrived damaged, with a clear manufacturing defect in the paint finish. I had to chase them for weeks just to get the replacement approved. Then they picked up the damaged one and left me with nothing. The replacement never arrived. When I called to ask what happened, they said, “Oh, it’ll be here next week.” They said that every single week for over a month. No one ever called me back — I had to keep calling and explaining everything all over again each time. I was the one doing all the work just to get what I paid for. After months of this, they finally scheduled a delivery but on the delivery day, nothing showed up. They didn’t even notify me. When I called yet again, I was told: “Sorry, there was a mistake on our end. The dresser won’t be available for another 2 months.” So now after 5 months, I have a two-month old baby and no nursery. I even missed a professional photo session I had planned around this item. And after all of this? Crate & Barrel offered me one thing: “We can cancel your order and give you a refund.” That’s it. No effort to fix it. No expedited solution. No meaningful apology. Their customer service is beyond awful — no one takes ownership, no one follows up, and you’ll have to retell your story to a new person every time. It’s exhausting. At this point, it honestly feels like a scam. Crate & Barrel sells a premium image, but this experience was the opposite. If you’re expecting a baby or furnishing a nursery, do not trust them. I’m heartbroken, angry, and still left with nothing.

We have had our rather expensive sectional 3 years. So far two of the sponge cores have collapsed. No warrenty , no guarantee. Can’t help. Thanks but no thanks. For the last two years we’ve been saying we wish we had never got rid of our old sectional. It lasted 3 times as long and was half the price. Of course one of the sponges is for the sectional piece. And so we can’t swop it for another part of the sofa

I bought two nine inch slate blue cake pans. After the first use I washed them and dried them including under the folded lip. There was rust all around the lip. If I would've used them sooner I would've brought them back but it was already a couple months later. They look nice but they are cheap. So disappointed in Crate and Barrel. I remember when a lot of products came from Europe. That never happens anymore.

Beware of this company they take advantage of customers. I lost a lot of money because I couldn't get an answer on when the product would arrive. I had to purchase the item somewhere else who gave me an exact time of arrival. And this company would not let me cancel even though i had purchased the item many weeks ago and still was not sure when it would arrive. Beware of these backorder scams where it could be a year or more until you receive the product. They still charge you even though you aren't given an ETA so you have to pay for something up to a year in advance or more until you receive it. Most companies do not charge you until the product ships but not this one they are scamming out of a lot of money because no one can wait this long and you usually have to purchase with some other company which leaves you paying twice a much or more. When you purchase online they don't give you an ETA and then we you try to get one they give you the run around. I purchased an item because I was have guests and needed for a specific time frame you can't wait up to a year or more for a product.

I’ve always thought of Crate and Barrel as a trusted brand, but this experience completely changed my mind. We purchased a set of Laredo dining chairs, expecting quality and durability. As you can see in the attached photo, the leather has deteriorated badly—not from misuse, but through normal daily use in a household without any pets or unusual wear. When we reached out to Crate and Barrel’s customer service (Shannelle Blake is the rep), we were told that nothing could be done due to the “age of the order” (less than 2 years) and were advised to find a local upholsterer. Honestly, that’s incredibly disappointing. These chairs should not be falling apart like this, and passing it off as a care issue is not acceptable. We weren’t asking for anything unreasonable—just for the company to stand behind their product. Instead, we were met with a generic response and no real support. We won’t be shopping with Crate and Barrel again, and we definitely won’t be recommending it to friends or family. For a brand that’s supposed to represent quality and reliability, this was a huge letdown.

Ordered a product they said was in stock, still waiting with no response a month later. STAY AWAY FROM THIS RETAILER!!!