Crate and BarrelReviews of crateandbarrel.com

Seems like there is a common theme with Crate and Barrel. If something is in stock it’s probably fine. If it’s on backorder you’re screwed if you’re planning to get it in the timeframe quoted to you. I won’t go into the gory details, but we’ve gone through multiple delays, a broken chair (which still hasn’t been replaced after 6 months!!!), items that were estimated to be delivered during a certain timeframe only to be later told they were no longer making that for the season, etc. We use to be loyal customers of Crate and Barrel, but not anymore. The amount of time and aggravation to get your order right is just not worth it. There are plenty of alternatives out there. If you want a hassle free experience and have items delivered in the timeline stated to you, don’t shop at Crate and Barrel. After countless calls and follow-ups to them (because I’ll guarantee they won’t proactively contact and work with you) you’ll regret ever purchasing from them.

Just got ripped off with my first time using rewards. I had $280 certificate, bought $240 worth of dishes and lost the remaining $40. I asked if I could just run and get a few more things for that extra $40 since I was standing at the cash register. I was told no, you just lose it. Can’t believe it. Don’t use that credit card! Very disappointing. I won’t shop at Crate and Barrel ever again, and I was a loyal customer.

Ordered and expensive couch and the sales associate convinced me to get the credit card since I was going to get cash back and I needed to furnish the rest of my house. They didn't talk about the expiration date and how they would absolutely not honor the hundreds of dollars I "earned". Got multiple different answers and in the end after stalling for an answer told me that it had been too long since rewards expired. Will boycott this terrible business place.

I ordered approx. $1000. in pillows. I spoke to a supervisor because I wanted to return some and order others. She took my additional order and sent me a FedEx shipping label to return the ones I was not keeping. I requested a refund for the returned items. I shipped the returned items via FedEx on April 8. I never received confirmation of C&B’s receipt or a credit. I called today, May 4, and was told they had received the returned items. They were just sitting on my credit of almost $600.with no explanation. They have said they would issue the credit. TBD. I would hesitate to deal with C&B again.

Purchased the cameo white bookcase April 2018. It was delivered June 2018, however it was missing the entire crown molding at the top, base molding and a finishing piece on the inside. This was noted at delivery. After more than 40 phone calls, 8 employees, 4 deliveries (plus 1 booking when the delivery team didn’t show up) and another 7 months...I finally had the bookcase that I paid for. The bookcase plus delivery was just short of 2500.00 Canadian dollars. I was promised compensation for my troubles but the customer service manager at Yorkdale, named Janis, will not return my calls. I have left 4 messages now. I would discourage any furniture purchases. This company has the absolute worst customer service I have ever encountered. This is the first time I have ever written a review.

I felt so compelled to write this review. I have never written a bad review in my life, but because of the awful experience I have had, I felt as though you, the buyer, needed to read before purchasing from this company. I purchased a rug that cost roughly $800-900. The rug was not available at the time and so I needed to wait a few weeks to pick it up at a warehouse. After putting in my order for the rug, the company sent me an email stating that they will take half of the payment midway through the process, and the other half before I could physically pick it up. I ordered it at the 3rd to last week in November, and was told that I could pick it up Mid-December. I called Mid-December, and was told that it was back ordered until the end of December. I called again some time later (after finally reaching a customer service representative 40 mins later "due to high call volume" - also a recurring theme anytime you call) and was told that that my payment method was no longer valid even though they had charged me for half of the payment already. After confirming my payment method the customer service rep stated that she would call back that day when the payment was finalized and I could set up an appointment to receive to pick up my rug. She never called back and after trying to call 2 more times, in which I couldn't get a customer service rep for over 30 mins each, I decided to hang up and wait to HOPEFULLY hear from this company. I did not hear from them, but did see that payment went through and inversely returned to me. I called to see why my payment had been returned to me and they simply stated that the order had been back ordered until Mid-January, in which I responded to have them return my full payment because I was not dealing with it anymore. Moral of the story: do not buy from this company if you would like a smooth and easy purchase, go to the store and just pick it up, if you want to utilize crate and barrel at all.

Alternatives to Crate and Barrel exist: The Restoration company. Crate and Barrel has been sued for stealing ideas - the company is struggling with outdated technology, poor customer care and inability to fulfill promises. As a customer care employee, you are trained to bounce around customers. A customer waits for 30 minutes to reach you, then you send them to another line of 40 minutes. The holiday trick now is to mark everything processing or shipped so that customers cannot cancel within an hour. That includes the weekend. Meanwhile, there is no one processing any of that stuff. The timelines you see on the website are all lies. The plan is to have you the customer pay the money, while customer care have a different true timeline. Online you will see availability of Mid January, the true availability is March then the deceit begins. The whole point is to make it hard enough that you wait for that March or whatever date they have. Also, the chemicals used in production of their items are not regulated - from overseas. Be careful not to poison your children. Nightmare buying from them.

To start, it hurt to even tap 1 star here. We ordered the Axis 2 piece sectional in September, were told it would be 7-9 weeks for delivery. 6 weeks in I went to check the status and found out there was now NO expected delivery date- my husband called customer service (after waiting 30 minutes)- passed along to 3 associates- found out the couch was delayed, they could not give us a reason why, but now delivery would be the end of December. As weeks went by I still could not get an accurate status online so we continued to call Crate & Barrel and to say the customer service is horrible is a massive understatement. NO ONE kmows what’s going on. Everyone gave us different info. What he upset us the most is that never once did C&B reach out to us and inform us of delays. We have had to do our own homework and ask a million questions. It turns out that when we ordered, there was a fabric issue ( we assume they didn’t even have it), and they never let us know. The delivery has now been pushed back to FEBRUARY. Again, we were told 7-9 weeks. February will be 18 weeks plus. Absolutely beyond infuriating. And every time we do speak With customer service they love to throw in that we ordered a “custom sofa”. As in, we ordered a fabric from price group 1. They have made excuses, tried to act as though we didn’t read the fine lines regarding delivery time, etc etc. I cannot believe there are not more complaints. While they make nice furniture, they are an incompetent company that you cannot count on in any capacity. We have been through the ringer. Now the holidays are coming in 2 weeks and our visiting family will have to make do with no couch. We have been “couchless” since September. Don’t trust ordering from them