Crate and BarrelReviews of crateandbarrel.com

Waited 3 months for two barrel chairs, $2600 total. Two mismatched chairs showed up neither of which was what I ordered. Disgusted I tried to cancel the order since it had to be remade and wouldn't arrive until August. They would have my money for 7 months. They refused to cancel the order even though it wasn't started. C&B blamed the vendor and vis a versa. No one answers the customer service # but I have 21 emails.

I strongly urge consumers to stay away from Crate and Barrel outlet stores. I spent over $2k on one couch which seemed to be in perfect condition and was a great deal compared to what it would have cost if I had purchased it in store (based on full description provided by store employees on model and fabric). Worst experience as the upgraded, stain resistant fabric along with the stain removing directions provided by the company on this model were so wrong and within a couple months I have nothing but water stains all over my whitish sofa. I followed everything exactly. The company takes no responsibility for selling me a $2K couch that, although came from an outlet with as is, was still $2K based on these features. I wouldn't pay $2K if it didn't have these features which were part of the sell to me. What a waste. The couch is not worth $5 at this point. Save yourself time and headache and know that just because it seems like a good deal and that you can inspect it all you want and do all the research , it means absolutely nothing. Will never shop with C&B - outlet or not - ever again. They owe me at least a professional cleaning but choose to simply say that I signed a waiver for the outlet so who cares if we sold you junk!!!!

Their customer service is abysmal and their products aren’t even that nice. Never again. Currently on month 4 of attempting to get the correct color couch

I bought several wabi "Outdoor" planters and within a couple of months of being outside, the paint started chipping off of ALL of them - I sent in photos and Crate and Barrel said it was my fault for having kept them in the garage and that it was past their 30 day return policy - so too bad. That is thousands of dollars down the drain, and 10 very heavy planters leaving a mess of chipped paint on my patio that I now have to figure out. The customer service response was atrocious - and the "outdoor" "frost resistant" item should not be sold for outdoors. Not the first time I've been dismayed with their customer service either. But this was next level terrible.

I ordered a bread box on February 9th. It has been in the status of “being prepared” since this time. They give an estimated ship date and when that date comes they change to a new delivery date. I requested that the order be cancelled and I be refunded. Customer service called the warehouse and they said ok and he told me my refund would appear in 3-5 days. The next day I get an email that says the warehouse can’t cancel it and I have to wait until I get it to return it because it is being “prepared for shipment already.” I explained it has been like this for two months and I am being lied to because it is not being prepared. At this point they once again changed my delivery date today to next week. They are doing everything possible to not refund me for a product I assume I will never see. I always thought this was supposed to be a good company but I am extremely angry and feel I am getting fraudulent responses so they can keep my payment without delivering an item.

I ordered a mirror. It came broken. I returned for replacement. I received a chair instead. I returned for replacement for the mirror I was supposed to receive. About 3 hours of being on the phone over this time, and still don’t have a mirror. Lots of apologies. I had been a Crate and Barrel fan prior to this. Not now!

I have had nothing but the run around trying to pick up an item that I ordered several weeks ago. -I was told it was on backorder and I had to pay a portion up front--happy to do this, so I did. -Received a notification that the item was available for pick up at Riverstone Solutions in Raleigh. -Drove 2 hours to the warehouse only to be told they did not have it. -Warehouse then sent another message saying it was now ready for pick up -Their hours are M-S 7am-2 pm. The following Saturday the warehouse was closed for inventory and they would be sending the order back if not picked up by the following Wednesday. I work, like most people who order your over priced furniture. -I have placed several calls to your customer service and the warehouse and have been reassured this would be resolved and I would get a call back-never got a call, had to continue to call your customer service. -I requested delivery free of charge as I drove a total of 4 hours, not to mention gas and mileage without receiving my order, this request was denied. -I requested to speak to a manager, this request was not responded to. -I requested a price adjustment or partial credit. I never received a response. This is absolutely unacceptable. I have never received such poor service from a company. I wish I would have read the reviews prior to doing business with crate and barrel. Most of them are 1 star and many had the same issues I am having. I would think that these issues would have been addressed with the amount of customers who have expressed dissatisfaction. Furthermore, I SHOULD NOT HAVE TO WAIT SEVERAL WEEKS FOR A REFUND FOR AN ITEM THAT I PAID FOR SEVERAL WEEKS BEFORE AND THAT I AM STILL UNABLE TO PICK UP BECAUSE OF THE LACK OF COORDINATION, POOR COMMUNICATION AND LACK OF COMPETENT CUSTOMER SERVICE. I will never shop with you again, I will report this to the better business bureau and add to the poor ratings you already have. I sincerely hope your service changes because I would hate for another customer to have this same experience.

I purchased a slipcovered daybed. During delivery the deliver man cut the slipcover with a blade. They left the bed and took back the slipcover promising to ship me a replacement. The delivery team and I took pictures and documented the image and non delivery of the slipcover. Months later and almost 10 hours of my valuable time on the phone I came home to find a clear plastic bag containing a balled up white cover to a cushion not the daybed. Upon receipt of the cushion cover I again wasted another 13 hours on the phone trying to get the daybed cover. Fast forward six months later and still not cover for the daybed. I received n numerous text messages from a manager by the name of Omar telling me that because it's past the 30 days Crate and Barrel's policy is to do nothing. No Joke!!!! Another 4 hours on the phone and they agreed to pick up the daybed however on the day of pick up they failed to attempt to make the pick up during the scheduled time frame or send the link to track the pick up so I could ensure someone was home for the pick up. Instead I got a call with a 2 minutes heads up outside of the scheduled pick up. When I told them I'd need 10 minutes to get home they said, too bad, we are canceling the pick up and you will have to pay for the missed pick up!!! I'm now on hold for over one hour with no resolution. Buying from Crate and Barrel is like a self inflicted wound and your complaints are left in a black hole. They don't care and they won't care about their customers. The quality of the products they sell does not match the price point. My next call is to Amex and my next letter will be to the Illinois Attorney General.