Crate and BarrelReviews of crateandbarrel.com

Before I bought my couch, I read reviews about C&B customer service but unfortunately I did not listen. I want to warn anyone who is thinking of buying a sofa from C&B: DON’T DO IT! I went to the Pasadena store so I could work directly with a salesperson, decided on a light colored fabric, was a little nervous so I repeatedly asked (over the course of more than 2 hours) if the fabric would hold up. I was assured that I would have no issue with the fabric, and was told I could spill wine on it and there would be no problem. Nothing was spilled on the couch, very, very light use for the 1st six months, however stains appeared. I was having company over, and was so embarrassed that I turned the cushion over and realized that the entire cushion was discolored. My house is very clean, but this still happened (see photo). Customer service said there was nothing they could do for me and told me to try having it cleaned by a professional. They took no responsibility for what I was told repeatedly in the store by their salesperson. C&B responded saying this was unusual, but offered nothing to help.

Update: After contacting C&B customer service, I'm happy to report that they really stepped-up and sorted out my order to my complete satisfaction. Well done to the C&B team. ------------------------------------------------------------- As others have suggested...C&B employs deceptive marketing practices. They're quick to take your money, then delay order fulfillment. I ordered $900 worth of cookware back in November to prepare for the Christmas holidays. What was promised for 2-Dec delivery, has now been pushed to the 15th. Looks like C&B will destroy my holiday preparations.

TL;DR: Crate & Barrel sells expensive junk that breaks within months of delivery. Their customer service refuses to repair, exchange, or adequately refund for their low-quality products. They do not prioritize customers, service, or quality. NEVER BUY ANYTHING FROM CRATE AND BARREL. --- Purchased a dresser for almost $1,000. Within 4 months, one of the dresser drawers started breaking at the front/side (front panel falling) and along the side (tracks). Not what I'd expect for a "quality," expensive furniture purchase. First, I requested Crate & Barrel to send new parts so I could fix the drawer. Customer service said they would send the parts, but they never did. Next, I followed up requesting a repair technician, since they would not send parts for me to fix the issue myself. The repair person arrived and informed me that Crate & Barrel no longer carries the parts required for the repair. They did their best to fix the issue using the tools and parts available. Soon after, the drawer started breaking again. I reached out to customer service requesting a refund or a replacement dresser. Crate & Barrel informed me that they cannot send a replacement since they no longer carry the dresser I had purchased. Instead, they sent another repair technician to investigate the issue. The next repair technician told me, once again, that Crate & Barrel no longer carries the parts required for the repair so he did not fix anything. Then, I followed up with customer service requesting a new dresser of equivalent value. They refused to send one since they no longer carry the dresser I originally purchased. Finally, I requested a refund for the full purchase price. They refused to issue a full refund. Instead, they offered a final refund of ~$200 in the form of a store credit to Crate & Barrel. First, I do not want a store credit to Crate & Barrel - why would I ever want to buy their low-quality, overpriced junk again? Second, this amount is about 1/5 of what I paid in full for the furniture, tax, and delivery for a product that was broken within 4 months of receipt that Crate & Barrel has repeatedly refused to repair or exchange for me. Their customer service agents Adrienne Araujo, Enrique G., and Jessica K. were extremely unhelpful and not accommodating.

THIS IS THE WORST EXPERIENCE I HAD IN AGES, THERE CUSTOMER SERVICE IS USELESS, I CALLED 10 TIMES, NO HELP THE SHIPPING COMPANY THEY ARE USING IS BEYOND USELESS. IVE BEEN SUPER PATIENT UP TO NOW BUT NOW I WONT STOP WRITING REVIEWS EVERYWHERE I CAN UNTIL MY 4000$ SOFA IS FINALY DELIVERED TO MY HOME

I have no problem with the company or its service, BUT. That’s the 5 stars. The problem—which would be 2 stars, is the product. In brief, the Wells 84” leather couch is beautiful—and terribly uncomfortable. You can’t tell that from a store visit. It bottoms out and you just can’t continue to sit there. I move to a love seat. I weigh less than 150. I wouldn’t buy again. Definitely not for you if you’re a larger person.

Spoke with Luis M. From customer service about my package. He asked me to hold and keep me on the phone for 35 minutes without coming back to ask me to hold longer. Worst customer service! Worst part is he did not solve my problem. I will never shop at crate and barrel due to their bad customer service. I will go to William and Sonoma from now on.

Never Again! I ordered a gift card on their website. Should be easy, right? Nope! I ordered in sufficient time to get it before a wedding. I watched the order page and it said the card was delivered on 10/13, although the expected window was 10/16-10/18. I waited a day or so to contact them, just in case it still showed up. Nope. So I tried chat. AVOID CHAT AT ALL COSTS!! Got nowhere. So I called. Despite the fact that THEY said it was already delivered, they still wouldn't cancel the card and refund my money. I had to wait until the 18th and call back to cancel. Which I did. That's the last time I EVER shop for anything at Crate & Barrel. If a future wedding registry is on C&B, the happy couple will be getting cash. Clearly they have a theft and fraud problem, which they seem oblivious to or just don't care. Luckily, no one cashed the card before the 18th, which I'm sure would have caused them to claim I spent it. Terrible customer service policies!

My recent experience with Crate & Barrel has been infuriating. I ordered a day bed for our nursery and was prompted to purchase a Naturepedic mattress at checkout, as the day bed didn't come with one. Little did I know, this would turn into a costly and frustrating ordeal. * Lack of Day Bed Dimensions: Crate & Barrel's website failed to provide the dimensions of the day bed, so when the day bed was delivered, it wouldn't fit through the door.. I refused the delivery and immediately requested a refund. * Misleading Information: Assuming that by refusing the day bed, I was also refusing the mattress, I was shocked when, a week later, the $800 mattress showed up unannounced in our apartment building lobby. Crate & Barrel had never communicated this, leaving me with an expensive and unwanted mattress. * Non-Returnable Mattress: To add insult to injury, when I called Crate & Barrel to address this issue, they informed me that the mattress was non-returnable. This critical detail was conveniently hidden on their website at the time of purchase. Now, I'm stuck with a perfectly good mattress in its original packaging that they refuse to take back because it shipped from a third party vendor. By the way, they also refuse to connect me said vendor. This experience has left me deeply frustrated and disappointed with Crate & Barrel. Their lack of transparency, misleading information, and refusal to make things right have cost me $800 and a great deal of time and aggravation. I strongly advise against shopping at Crate & Barrel to avoid being ripped off like I was.