Crate and BarrelReviews of crateandbarrel.com

Scam scam scam Here is how this works. You see an item you like and it does not at all exist in their inventory. They don’t have this stuff say in a warehouse like Amazon. They then about a week later issue a purchase order to a 3rd party asking them to procure or construct the (in my case) couch. This is where your order goes into a black hole. You will not get updates, they will lie to you, you will receive inaccurate deadlines and delivery timelines. This will go on for months. If your couch ever gets created (at the will of some 3rd party you have no contact I do for and who they rise to contact for a real update) you will then get a random call or email to arrange a delivery date. Typically the entire process will be a foster, you will regret ever doing business with them and wish you had have listened to all the reviews here. Worste retail experience of my entire life. And I still don’t have the clinch I ordered on Feb 1!

I was initially told my Cameo Indigo Open Bookcase would take 17-19 weeks. It took an extra month. After waiting this long, on the delivery date, the delivery guy told me the base piece was broken. He told me I could either send the entire item back with him or else they could have the base piece replaced. After such a long wait time, you would think C&B would be VERY careful in their delivery, but apparently they take less care than IKEA. The delivery guy also did not assemble the shelves, but simply left them in a box for me to put in. I elected not to send the item back right away and called C&B customer service. The first person I spoke to, Amanda, did her best to be helpful, gave me a contact information to send a picture of the break, and took down the information of what happened. In order to deal with the situation, she had to transfer me to someone else. I then had to repeat the entire story to this other person, Kimberly, who was completely unhelpful. She told me it would take another 19-24 weeks just to replace THE BASE PIECE ALONE--the same amount of time it took to get the ENTIRE BOOKCASE made! I asked her if C&B could expedite this replacement, because C&B had broken the item in the first place. She said "they"--meaning the manufacturers--refused to change "their" schedule at C&B's request. This is a pathetic excuse. It's bad enough for C&B to break a long-delayed custom-made piece before delivery, but then to make a customer endure the same delay AGAIN before it can be repaired, and to disclaim responsibility for it, is a ridiculous business practice. Kimberly agreed to waive delivery and assembly fees for the item and for the replacement base piece, but did not offer me a discount on the item itself, which she should have done. It's ridiculous to expect me to pay full price on an item that will end up taking a YEAR before I have it in proper condition, when I was told I would get it in 17-19 weeks. I had to call C&B again and speak to a different person, named Vidhya, and I had to actually demand a discount. Vidhya was very helpful and was able to agree to a 15% discount as well as waiving all delivery/assembly fees. However, she would/could not agree to a greater than 15% discount and she could do nothing about the time it would take to replace the base piece. She also said she could arrange for the item to be taken away and fully refunded if I preferred. Removing the item would have taken another 11 days. Neither of these options are at all good. Eventually, because I do like the indigo color and because the break in the base didn't impair the stability of the item, I told C&B I would keep the piece and take the discount. But I would NEVER recommend that anyone else buy this piece or anything else from Crate and Barrel. Crate and Barrel is just too unreliable and unhelpful and screws over their customers. Even their more helpful customer service representatives can do nothing when the company itself has such bad practices.

This company is the worst company I have ever dealt with. They are totally dysfunctional. I am waiting for a sofa to be delivered that was ordered in March. I was told I would receive it within 1 to 2 weeks. They are constantly changing delivery dates and even canceling my order without my permission or knowledge These people are liers and not to be trusted. I would NEVER recommend them to anyone.

Crate and barrel consistently allows people to purchase items that are out for stock, without giving ANY indication of said status on its website. It took two months to get a garland because it was out of stock. I wouldn’t have bought it if I would’ve known it was going to take that long. Same thing with dinner plates I needed for an event, that arrived after the event happened!

Crate and Barrel uses a 3rd party, bazaarvoice.com, to handle customers reviews for them, even though replies come back as if they were sent by a Crate and Barrel customer service representative. You can find that information when you post (or rather try to) your review on the C&B site. I recently purchased a tall planter that was made of terracotta. I was excited when it arrived via FedEx, only to quickly realize that it was shattered. The planter had no sufficient protection, other than a thin/flimsy nylon bag and cardboard corner protectors. Nothing on the top or bottom, except for the thin cardboard box. This planter was made in Portugal, how did it travel all the way to the US and then my address, if that was all the protection that it had? I reached out to C&B's customer service, took photos and they agreed to send me a replacement. A week later, the replacement arrived... shattered again! I was beyond furious, reached out to their customer service and told them that I was guaranteed that the replacement would be protected better and yet, the same story. Took more photos and it's very evident that these are two separate planters, but both shattered. After the second experience, I lost patience and asked for a refund. I also submitted, or rather tried to, my honest review and C&B, or whoever is behind actually approving or declining the reviews, responded twice already saying that it needs to be moderated, for a slew of reasons (it's on me to guess which one really applies). I just submitted my 3rd review and all I said was that the original and replacement shipments arrived broken, and attached multiple photos as a proof. Let's see what they will say this time that it is inappropriate - that I am telling the truth? I will not give up sending my reviews until they finally post it! Extremely disappointed with their shady customer service practices. Will not buy with C&B ever again, there are so many other business more than happy to have customers.

I was shocked to realize this company filters out bad reviews- that’s why all their products have 4+ stars. I tried to leave a 3 star review for their 24 oz tour red wine glass since they advertise that the glass is ‘shatter proof’ and one cracked right down the middle just by gently washing by hand. Customer service told me they are shatter proof but not ‘break proof’... should probably be clarified when you are spending $15 on one wine glass! They would not post the review stating it ‘took business away from them’! How is this okay?! It was an honest review and nothing inappropriate about it. Now I realize all the reviews are one sided. I am boycotting crate and barrel for their lack of transparency of their products. Shame

Ordered a quilt from their web page. Once the quilt was delivered, realized the color wasn't as depicted in the pictures. Started an online return only to find out it costs $30 to do a return. This wouldn't be a big deal if there was a local store I could bring it to or if the item color wasn't misrepresented. However, given the misleading images and charging $30 for a return is completely unacceptable. I also attempted to leave a review on the quilt letting others know the color wasn't as depicted and if you recurve the item and need to return it, you will be charged a fee. Crate and Barrel moderated my review and it was never posted. Take the reviews on their web page with a grain of salt. They pick and choose which reviews will be posted.

Ordered a Lounge II custom couch in December and fully paid for it. Due to Covid, we were told it would take 18 weeks for delivery. March- back ordered, delivery early April. Then mid April, then beginning of May, mid- May. Now beginning of June...Still waiting for delivery. One piece of the couch on the order states “processing” while everything else says in production?? WTH!! I have lost all of my patience. Update- I received my couch the end of June. One of the pieces was of my sectional was incorrectly ordered. The salesman ordered a “chair” vs an “armless chair”. So now I am pending another piece of my sectional that won’t be here until February 2022 per the estimated delivery time given. Delivery team was great. With my numerous calls to Crate and Barrel, they are attempting to make things right. I understand that this is a pandemic, but I think being upfront about production times and issues is better than selling furniture at such high prices and stringing the buyer along.