Crate and BarrelReviews of crateandbarrel.com

So disappointed in the service. What's happened to this company? Do you not have customer service training any longer? You can't use COVID as an excuse to not responding to customer inquiries. Ordered chairs July 2020, received 3/4 chairs mid October. One damaged in transit. For the last two months we've emailed customer service/management. TWO months with no reply. We finally got a manager on the phone. They offered free shipping for the damaged chair. Really - you were going to charge an extra $179 to ship a chair that was damaged? Just an FYI C & B don't assume a customer is complaining to get something in return, often customer acknowledgment and letting them to know their business is appreciated can go a long way. That's how you get repeat customers. We are ordering a new dining room, not sure where we will purchase it from BUT definitely know where we won't be purchasing from.

Not happy !!! Ordered 2 stupid dish towels as a Christmas gift extra on Nov27th and after I paid, got an email saying I wouldn’t have them till mid January !!! Really ???? You have got to be kidding me !! They should let people know about arrival date before paying. The money isn’t an issue......it’s the fact that I could have shopped somewhere else for a similar product.

I am not impressed. I ordered a knife block for a Christmas present in November. The website promised a mid December delivery. 14 days later when I try to track the order, it is listed as “processing”. So I call them, but they don’t answer. The recorded message says to go online and Use the online chat feature. I try that, but I get a message stating “all representatives are busy, please call us. So I call and 30 minutes later a very nice lady answered the phone.she says the item is in stock but she cannot guarantee when it will ship. I asked her to expedite shipping. She said that as of that day(12/12) that option was no longer available, so I asked for a supervisor. The supervisor was also lovely and did upgrade me to premium shipping, but said that she had no control over the warehouse and doubted that I would receive the package by Christmas. On the December 13th, the status was updated from “processing” to “in transit” with the words “ Your package has been shipped from the original warehouse and is in transit”. Then On December 16th, the supervisor wrote me and informed me that the package has a Tracking number but is awaiting carrier pickup. So I guess it hasn’t really shipped! The words “your product has been shipped” is a deceptive lie. It is now December 29th and the package still has not left Crate and barrel! It cannot be tracked! Apparently, “in transit” means that it was moved from their factory to their shipping facility. So it has been 16 days since a supervisor promised to upgrade my package to premium shipping, yet it still isn’t on a delivery truck! Crate and Barrel, if it is not on a truck headed for my residence, it has not shipped! Awful.

We made an order and received periodic updates about how they have not yet filled our order, thanking us for our patience. When I tried to contact them, almost a month later to check on the order, they said thanked us again, saying our mirror was not yet at the warehouse (we did NOT order a mirror. They had the order number, but didn't know what we had ordered). They said shipping was delayed due to their shippers shipping the vaccine for covid, but this was waayy before the vaccine was approved. In any event, I cancelled the order. This is not the first time fulfilling an order has been ridiculously delayed. Plus, you can NEVER unsubscribe from their email list. I have done so 8 times so far and still receive emails every single day!!!!

I ordered a sectional couch along with a chair and ottoman in July 2020 and was told it would be ready in September. Mid Sept we received half of the couch and the ottoman but no chair. They told us there was a problem with the other pieces which doesn’t make sense to me. How could half a couch be made and delivered and the other half goes missing??!! I have called weekly since sept to get an update on the missing items and they always tell me someone will get back to me AND NO ONE EVER DOES!! I am beyond frustrated. I would not have ordered this furniture if there was a possibility of an issue such as this. They keep blaming the pandemic but the pandemic was already 5 months in when I ordered so they must have been aware of problems. I feel extremely scammed. Horrible costumer service - very disappointed in this company.

I never write things like this but C&B has shown shockingly awful customer service. We ordered a couch + ottoman in mid August 2020 and told it would be 8-10 weeks. Fast forward to December 2020 and they aren't able to tell us anything. The order status has said "processing" for months. We tried to cancel the ottoman since it had been months since we had heard anything, and were told it would not be possible. I respectfully argued that the order was not a custom order, that we have been left hanging, and they told us they couldn't cancel/refund. Finally, after many repetitive conversations, a customer service rep told me that she would be in contact with her manager and that I would receive a call from them, and I never did. I just received a call arranging for the pickup of the ottoman for mid January. The fact that they simply left me hanging and said they would call me back to discuss and then didn't, is what is the most infuriating to me. The lack of accommodation -- especially during a global pandemic, where people are losing their jobs, losing loved ones, where uncertainty is at an all-time high -- is astounding. Shame on this company, I will never shop here again.

Bought an item during the Black Friday weekend sale, was going to take 2-3 weeks for delivery which was fine. After scheduling delivery they charged me the difference of $800+ for the current price. One and done with this company

I spent close to $10,000 at Crate and Barrel in November. All my items went for extended backorder after I placed my order. C&B delivery policy is terrible. it seems i have to pay for 3 deliveries ($450) or i have to wait for my last item to be available (end of Feb 2021). For the items that are available, the status i see is "Processing". Impossible to schedule a delivery online (even if they say you can), I had to call them and then still unable to view when my delivery was scheduled. For the price, I was expecting a much better job than that. I wish I had canceled my order. Bad experience, the website is terrible.