Crate and BarrelReviews of crateandbarrel.com

INITIAL REVIEW I order products online regularly, and my experience with Crate and Barrel has been disappointing. I ordered the CB Matte Black Double Curtain Rod and End Cap Finial Set 88"-120" twenty (20) days ago and never received the curtain rod. I paid about $150.00 for it including shipping charges. I could have gotten a comparable curtain rod elsewhere for a lower cost but went with CB. To resolve the issue, I have proactively communicated with multiple associates via chat, phone, and email. While the customer service reps have been consistently friendly and warm, they each provide conflicting information as to what is causing the delay. Oddly enough, I received the rest of my order without issue, which included the CB Matte Black Double Curtain Rod and End Cap Finial Set 120"-170" (which is the larger version of this particular style of curtain rod). After 20 days with no resolution, I feel scammed by Crate and Barrel and am disappointed with the apparent runaround that I have received thus far. I hope to receive my curtain rod soon. UPDATED REVIEW After 4 weeks and 5 days (33 days), I finally received the CB Matte Black Double Curtain Rod and End Cap Finial Set 88"-120". An associate shipped out a replacement at the end of July that arrived at my home 5 business days later. During the 33-day wait, I received packages from other online retailers via FedEx and UPS without any problems. Moving forward, I will shop at the local brick-and-mortar Crate and Barrel once it’s safe to do so due to the global pandemic.

Crate and Barrel online is horrible. Don't order anything from them because you may never be a to schedule a delivery.

Ordered a pair of dining chairs to go with a table and benches in a collection I already have from them. The finish was way off and they offered a full refund to have a carrier come pick them up, etc... I got not indication, though, from their systems that this was in process and when I called in again and waited 4 hours on the phone (literally) they had no record of the RMA, pickup, etc... so I had to incept UPS and deny the pickup. I then waited on the phone for hours to have it done again this time to get yelled at by staff. After resolving that, got a pickup and RMA. The chairs went back but they only credited me for one. I'm now sitting on hold for more time trying to find out why I wasn't fully credited for the return... I think I've purchased about 20k worth of goods at Crate and Barrel over the last 7 years and I think I'm done. This experience has been awful... consistency, ease of use for systems, even callbacks instead of waiting on hold would make situations like this easier to deal with.

They remind me of Pottery Barn, both places I won't order from again. Shame, their products are beautiful, just not worth the aggravation. These vendors don't give their customer service teams the ability to be successful and it's the client that pays the price. Reminds me of JC Pennys and Macy, surely they thought they were untouchable; boy were they wrong! These vendors that don't adapt to a more customer-focused, global model will be out of business soon. I like Wayfair, hayneedle, and overstock. Excellent all around.

I placed an order on June 4th this year over the phone because the NYC store is not opening during the circumstance. The rep took my address wrong and I didn't realize it until I hung up. Called in the change it and the second rep didn't change it successfully. Called in the third time and the manager assured me the update was done, but after 10 days I got a fedex email confirming that the package is going to the wrong address. The worst is here, I called in to make another request and the person told me they couldn't do anything about it. I had to call fedex to reroute the package. I expressed that I'm the receiver so I'm not allowed to do so (learned from past experience); she interrupted me multiple times over the phone and said "other customers successfully done it in the past". The result was, I tried fedex and they said I'm not allowed because I'm the receiver. The package went to someone else's home. I had to call again and I'm just sick of it and would like to cancel the whole thing. The person said the package is ready to go out. I insisted on cancellation and the rep agreed. Yesterday, I got another email confirmation that the package was dispatched with Fedex. It's almost been a month and almost 10 phone calls I still didn't get my order......The worst customer service ever, not jut very unprofessional, has zero patience, and did not solve any problem at all.

A bed I ordered was first delivered on June 11 with missing hardware. You'd expect this kind of logistics blunder from much lesser brands, but not with the premium we pay for CB merch. And so began the customer service nightmare. I was passed between so many cs reps I've lost count, and each time having to re-explain what happened and re-express my frustration having just moved into a new place with our newborn without a bed. It's almost as if the note each rep left for another was "customer didn't get some bolts for the bed lol". Initially it also bordered on insulting when all they could offer was a refund on original shipping or 10% discount or 15% discount (they give 15% discount codes to newsletter subscribers almost daily...). A week ago finally arrived at an agreement of a 20% discount and that the replacement bed would be delivered a week earlier than what the previous rep insisted the earliest humanly possible delivery date could be. I had asked for confirmation of the delivery date and I received one. That day has come and passed today with no delivery and no answer when I called the delivery company number. I mean I really don't know what to say anymore...

beeen on hold for 2.5 hours and got disconnected .

The shipping time and customer service are extremely concerning. You pay a premium for worse customer service than Walmart. It took 6 weeks to ship 5 plates with no response to inquiries. It’s actually unbelievable that people are still buying from the company.