Crate and BarrelReviews of crateandbarrel.com

I placed a ~$1700 deposit for a custom couch from Crate and Barrel in September 2021. At the time the stated delivery window was December 2021. Every 2-3 months since, I have received a message stating the couch has been delayed another 2-3 months. Today I received an email that the couch is now "expected" in December 2022. If the couch was ever produced that would equal a 15 month production time. Today's customer service agent told me that was a record delay for the company (lucky me??) It is obvious that the company has no means or plan to produce the furniture I ordered, and is simply stringing me along by emailing me every few months (to say wait a few more months). There have been zero mentions of a refund, replacement, or any solutions whatsoever after multiple calls to the company. I understand supply chain issues are a problem, but after a year I think it is reasonable to expect the furniture (or my money back). This company apparently offers neither. They are likely fine for stock items but I strongly suggest you reconsider making any custom furniture purchases from this company. I agree with the other reviewers who stated it is unethical for the company to continue advertising and taking payment for items they cannot deliver (or even produce). Ref: Order #336100292

Still waiting on a product I had ordered in April when they promised in April it would be deliveries by the end of April (even said the item was in stock). It’s now June 1st with no hope of a delivery. I guess my shopping days at c&b are numbered as I can’t stand promises that can’t be kept.

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.

Update: came today 5/15/2022. Couldn't tell what delivery company, only a white van. Items look fine. Initial comment: Maybe I'll change this rating from 1 star when I get my simple item, place mats I ordered from a registry on 5/3/2022. Just wondering, is Last Mile Carrier a delivery company? In Tracking, listed: 1.Label requested by Shipper 5/5/2022 - Romeoville 2.Package scanned in by Last Mile carrier on 5/7/2022 - BROOKHAVEN (my home town if they mean PA.) Probably not ordering from them again.

If I could have put zero stars, I would have! I was online purchasing a $499 desk, until I saw that they tagged on $329 shipping and handling!!! Are you kidding me? The desk was coming from their Tracy warehouse, which is 2 hours away from me… I asked if the driver was planning on giving my desk a Swedish massage and mani/pedi in route! Unbelievable! Needless to say, I didn’t make the purchase….and I won’t be purchasing anything else from them in the future…. Disappointing…..

Absolutely the worst customer service ever. It started with the delivery of a table that was cracked and discolored. I was told that the purchase price could not be refunded until the broken item was picked up by their delivery service. That might have been okay IF their delivery service actually showed up. Two times scheduled, two times no show and STILL Crate and Barrel is refusing to refund the purchase price. Unbelievable. I will NEVER purchase from this company again. I am currently on hold minute 44 waiting for the second customer service agent to "elevate" my refund request.

I gave one star for Crate and Barrel, if I could give them a zero, I would. Let me tell my story from the beginning. I ordered some snow flake coasters and three round snowflake round boards to match the coasters. I got all the sets of coasters, great. I got 1 of the round snowflake boards and the other two round boards would be delivered “soon”. Yeah sure. After several calls to the “ 5 star customer service team”,I got no delivery time. I was told by the customer service team member that my product was being packed up and will arrive in 3-4 days! Yeah, sure. Well I received an email recently after calling again and was told they could not fill the order!!! What! I got jerked around for 5 months, told a load of bull. It gets better… I looked at my “ total refund” I paid 59.95 for each round snowflake board and my credit was for 39.95 for each round snowflake board. That ain’t going to happen. Crate and Barrel has nice looking products but why even put up with never getting the product. Why does Crate and Barrel charge you for a product in an order if they don’t have the product to fulfill it. Pottery Barn doesn’t. Why not charge the customer when the delayed product is finally shipped. Crate and Barrel has the worst customer service team and product fulfillment team I’ve ever dealt with in my life. I know one person doesn’t have much influence, but I will never order from Crate and Barrel again!