Crate and BarrelReviews of crateandbarrel.com

C&B service used to be wonderful but it is now terrible. In the last few months, they have (1) canceled some items in an order that was supposed to be a set, without any advance notice; store employee told me that had "had a lot of problems: with orders and items being canceled; (2) charged my card for 4 "backordered" items and then, weeks later, canceled the order entirely, with no notification; I only found out because my credit card notified my of a refund; (3) on a pickup order, gave me an obviously damaged item, which was all boxed up so that I could not see it, necessitating another trip to return it; Customer service did not return multiple emails about the problem. I'm shocked at how fast this company has gone downhill. I've spent quite a bit with C&B over the years and even have their credit card, but no more.

Horrible customer service. Been on a call for almost 2 hours for someone to answer. I need to know the status of my order which it was made 4 months ago. Which They supposed to bring my order 2 months ago. Nobody is even answer the phone to tell me where my order is. So frustrating, unprofessional.

What the hell has happened to this company. Ave wait for customer service calls was 1.5 hours!! No responses of any kind to text (which gets you faster service). We ordered a sectional. 2 days before delivery, they charged us a 2nd time for it with no explanation, called the day prior to say they were delivering 10 pieces (should have been 5). Have never seen such disarray and incompetence. Sad.

Delivery dates are all over the place on their website. Product page says one thing, checkout offered something sooner, actual estimate was much, much longer. I was not informed of my new delayed delivery estimate until 9 days after I placed my order and when I tried to cancel, CS basically said too bad, you had 48 hours to cancel after placing your order. Yeah, but I wasn't told how long it actually take until 9 days later! That's not fair. UPDATE: they finally agreed to cancel my order.

What happened to Crate and Barrel??? This place has gone South badly. What was a great place now has the worst customer service. Placed orders, never arrived, can't find it in my online orders without an order number??? what? There is no online order history for online purchases??? what? The number listed on the website doesn't work. I had to google the 800 number. WTH?

This is my second time calling them about something I have ordered and BOTH times I waited more then 1 HOUR to get on the phone with anyone!!!

I am currently sitting on hold for over 30 minutes waiting to share my horrific customer experience. First, my delivery came but the mattress was ripped. I sent it back, when my email came to schedule delivery, the website showed all dates blocked out for the next year. You can't get a person on the phone number because wait times are so long. So, I used their text option. I have the text confirming delivery would be on 9/17. Then I got an $80 charge to my card. I kept getting emails telling me to schedule my delivery. So once again, I used text as the wait time for the phone is awful. I was confirmed once again for the 17th. I was also credited the $80. Then I got a call on the 17th, telling me my window of time for the delivery that was to be for the 19th. I just got the mattress, questioned the size as it didn't look like a queen. The delivery guys assured me it was a queen. I just measured it, it isn't. Now I am sitting on hold for who knows how long to share this story and return the mattress. I will not do business with them again. Too hard to deal with when something goes wrong.

I loved our couch until all the metal supports snapped after less than 3 years. We’ve been trying to get it fixed for the past 6 months (to be fair about a month of that delay was my husbands fault at the beginning and we first called at the beginning of COVID, but still, this is insane) and we’re told every two weeks that someone would contact us “this week”. We had to keep emailing or calling them and even resort to social media when emails would go unanswered. They finally transferred our issue to the store where we bought the couch, apparently they are more capable than a trained customer service team. We finally got a call last week from their “medic” and have an appointment Tuesday. We’ll see how long it take so actually get it fixed. Worst customer service I have ever experienced. I will not buy furniture from them again. While we were waiting for action we had a furniture repair service take a look at the couch, he was shocked that they had sold us a couch with almost nonexistent support (although he was impressed with the fabric). He had said he would have made the same couch for about $900. Now we know, go local and custom!