Crate and BarrelReviews of crateandbarrel.com

I highly advise anyone looking for a custom couch to look elsewhere. Did not expect this kind of unprofessionalism from a reputable company like Crate and Barrel. When I purchased a sectional and other pieces for my living room back in October 2021, I was given an estimated 3 month wait time for delivery. In January of 2022 the date was pushed back to February then March then April. Around May I got a call to schedule a delivery for only part of my order since everything was ready except one part of the 2-piece sectional I ordered. I told them I’d rather wait for the whole order to be delivered at once. August 2022 I receive a text that the other piece is ready, on its way and expect to schedule an appointment for delivery soon. Four months later and the piece in question is allegedly still somewhere in transit to a warehouse due to warehouse delays. CB still can’t locate the part or confirm when it will be checked into a warehouse to await the actual delivery into our home. After several calls, emails and texts, we are told cancelation or refund is not an option because it is a custom made to order couch. It takes weeks for any response or updates on this piece’s whereabouts and the response is always the same; they are contacting either the manufacturer or vendor or warehouse or custom design team and will provide updates as soon as they hear back and that they are happy to ship a partial order and deliver the rest when it is ready. They are only willing to discuss waiving shipping costs and offering some compensation once all the items are delivered. I would avoid buying furniture here at all costs if you do not have years to wait for it.

I ordered a couch in December of 2021. Every month or two since i have received notices of delays due to Covid issues and supply issues. It is now November, 2022 and it was supposed to arrive now. Corporate office said in October that I should have it by Thanksgiving. But today, after calling, I learned it is estimated late December. C&B has no control over their product and just string me along. Miserable experience.

Worst buying experience. I would not recommend this company. Bought Dresser and side tables. Put purchase on Credit Card for the rewards. A couple weeks after purchasing we were notified the order was delayed more than once. When the order was shipped, one side table was damaged and had another customers name on it. Dresser showed up damaged, loose handles, dust and dirt in the drawers. They sent out a new one, again damaged. Finally ended up with an acceptable product. The rewards program is terrible, not allowing you to have more time to use your rewards, especially given their supply chain issues. You have to move mountains to get them restored. After literally hours on the phone, chat, email etc... they restored part of the rewards and issued a partial refund. Almost not worth it, considering the time wasted fighting for this. One agent (part of the leadership team) was rude and questioned me as if she didn't believe me when I said I decided to keep the side table, even though it was damaged (this was negotiated with a customer service agent). I have bought from restoration hardware, pottery barn and haven't had an experience like this. For what they charge for their products, I expected higher quality products and service. Never again! I should add, this buying experience in the store was good, everything after went down hill. Quickly took my money and didn't end up with all pieces for a year.

They have me on there email address, when I try to unscramble it says email address not found. The company sucks. I won't buy a thing if they were the last company on earth.

Update: we never received the knives!! Instead, they sent a set of plastic cookie cutters! You just can't make this sh!t up. We had to drive an hour to the nearest store and return. Meanwhile, the creditcard statement arrived. Unbelievable. Absolutely horrible experience trying to cancel an order. We visited a C&B in a neighboring state, and opened an account to take advantage of the savings offered to card holders. We then made a purchase of a very expensive set of knives, requesting they be shipped to our home. Upon returning home approximately an hour later, I checked the reviews and realized these knives were rated poorly, not of good quality, and had rusting issues. I called to cancel the order. I was told they already shipped, and the order cannot be cancelled, but they would email a return label to print and send them back after they get delivered. I inquired about payment and was told processing the return would take a while, so I may have to pay the invoice when it arrives. Are you kidding me?! One and done. I will never make a purchase from this business again! Being pressed for time in order to avoid the traffic driving home, we left the store. Thank goodness we didn't buy the other items we looked at!!! We were going to complete the purchase of the other items when we returned, in the comfort of our own home, totally over $4000. After doing a little more research on the products this store offers, it appears to be overpriced and low quality. There are better places with better quality product at similar price point. Shop elsewhere!

Not worth it. I ordered an item showing in stock at my local store for pick up. Right after order confirmation I got another email saying it was actually not available, but would be soon. It said mid October and I ordered 10/16. Pretty mid October to me. Next thing I know it’s become late October, then early November now saying late November. Customer service people have no clue and I’ve had two say they would get back to me and didn’t. They offers some money back, I was willing to pay the price, I just want my item in the time I was supposed to get it. The company lies about the lead times and just strings you along by 2 week increments hoping that will mislead you to thinking it’s almost headed your way, so might as well wait instead of cancel the order. Sad part is the same thing happens with their sister company CB2. Last fall I ordered a rug that had a lead time of 2 weeks and no lie, that turned into 6 months of them doing the same thing “mid November, late November, mid December, late December. 6 months later they scheduled the delivery with me and gave me a window and the driver showed up almost 2 hours before the start of the window when I wasn't available. Then had to wait another 2 more weeks for it to be delivered again. I wasted so much time with customer service and waited half a year for that one and now this is the same thing all over again. An in stock item went to almost a month so far and counting. Overpriced items and misleading sales tactics by lying about lead times. If there is a lead time, okay, but be transparent about that. I would rather be told longer lead times and it get there sooner. But they know that could mean more people not bothering to purchase or canceling orders so instead, they lie. Not worth it.

As a former employee, I beg you to run - the company is in severe debt and they are cutting hours just before the holidays (except the upper level of course!) RUN AWAY.

I ordered Axis Sectional - Douglas Ice in May 2022. Delayed 3 times. still no sofa. AVOID AT ALL COST.