Crate and BarrelReviews of crateandbarrel.com

Ordered a 16 piece dishware set. One box of 4 place settings. Quality of the finish was not acceptable. Returned the box in its entirety. Received credit for 1 (ONE) plate. Not a place setting and certainly not all four sets. One plate. Took days of customer service to work through. Still not resolved.

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!!

Utter incompetence when it comes to supply chain management. but still think its ok to charge customers in advance at order time and then just keep delaying actual delivery of product for months. Because customers are expected to give interest free loans to Crate and Barrell? Last year a dining table that was delyaed 6 months and every month the update was it will be here next month. Now its a media console table that is delayed 3 months and every month its the same thing..it will be available next month (Sigh)

I used to browse and buy off Crate & Barrel a lot. I was trying to check out their July 4th sale and I've been disabled off their website with a "Pardon Our Interruption" error that claims I'm a bot and won't let me access the website. I've tried on several devices and different browsers, same issue. C&B needs to address this before they start losing customers.

Ordered a Outdoor Terrazzo Coffee Table 01APR22 from CB2/Crate & Barrel) and was told shipping would occur "late April (I order item based on estimated arrival over other website goods)." Shipping occurred late May. Crate & Barrel refuses to correctly estimate fulfillment. Table arrived damaged with large cracks in a strongly wrapped (one of best I have ever seen) pristine package. I must say I love the table which is listed as "outdoor," but, is definitely more suited to indoor due to OBVIOUS cracking propensity which is reflected in other reviews. Talks with CS led to replacement which will occur late July with pickup of damaged table same day as delivery of new one. Since then I have received requests for earlier pick up of that damaged table in direct opposition to what supervisory CS set up. When I call to report mistake, they want me to call their shipper to correct their mistake. Be advised that shipper F*****P** uses their own order numbers, not Crate & Barrel numbers, so, if you have multiple orders like I do, you have no idea what item is coming. Furthermore, I am told that an item in Atlanta (I am in Destin, Fl) is considered long distance and can take 21 days. I could walk to Atlanta in less time (6 hr drive time)! It is clear Crate &Barrel/CB2 are trying to distance themselves from their shipping practices and woes... WHICH IS THEIR TOTAL RESPONSIBILITY! Later I am sent a review request which is being censored because they do not want you to mention ANY fulfillment issues. WHAT IS UP WITH THAT? FULFILLMENT IS A HUGE PART OF ONLINE SHOPPING EXPERIENCE ESPECIALLY WHEN YOUR MUCH DELAYED ITEM ARRIVES DAMAGED AND WAS LIKELY PACKAGED DAMAGED! I find this policy OFFENSIVE since true reviews are being squelched. C'MON, CRATE & BARREL/CB2... GET IT TOGETHER!

I give 2 stars because the Axis sectional sofa that we purchased is comfortable and seems well-made... so 4-5 starts offsets the zero stars C&B has earned for non-existent customer service. We received the Axis couch in Sept 2020 and one of the back panels had minor damage. C&B ordered a replacement part which was delivered to us Sept 2021. Although I thought that was the end of the process, the delivery guy simply dropped off a box containing the fabric panel and said we would be contacted by a furniture tech who would install the panel. It is now almost June 2022 - eight months after the fabric panel was dropped off at our house and almost 2 years after the couch was delivered. I have contacted C&B multiple times about this and am repeatedly told we will be contacted by a tech within a few days. That never happens. C&B has not contacted us once about this. It is crazy to me that a company this big is so disorganized. I wrote a review of the couch and the issues w/customer service follow-up for the C&B website and it was removed. C&B may not agree, but I feel customer service follow-up is a very relevant part of a product review, particularly when it's a several thousand $$ purchase.

Crate and Barrel used to be our go to in terms of furnishing and decorating, in the past 2 years they went from top list to worse than literally any other store. We bought a custom couch in April and told us it would be 15-17 weeks accounting for additional delays. Almost 25 weeks later we are still waiting and no one has ever reached out to us, and when we did reach out they did not even know where the couch was at. They gladly took our money in April and provided no effort whatsoever in retaining a customer for their overpriced items.

I ordered a C&B bed and wall shelf through an online decorating company back in mid-June. The items were supposedly in stock but that was incorrect. I’m not sure if this was Crate and Barrel’s issue or the online decorating company but at any rate, it’s mid September and I still don’t have the bed and shelf so am sleeping on a mattress on the floor still in my new apartment. I received an e-mail on 9/17 stating that my bed was ready and to give them a call to set up delivery which was exciting. I called and was told that the first option was September 30th which is nearly two weeks away, and then at that point it would be up to three weeks until the delivery and that the freight company would call me two days prior to the delivery date to set up the time. So I really have no idea what relevance the September 30th day has because I still have to set up my real delivery day up to three weeks after that which potentially is almost November nearly 5 months from the time the, “in stock” order was placed. I feel terribly for customer service because it’s not their fault there’s clearly just chaos behind the scenes. All these companies could really learn a thing or two from Amazon.