Crate and BarrelReviews of crateandbarrel.com

I ordered a bedspread online. 6 days later the status is "still preparing for shipment". I just sent a plea to the text phone number. I did get a response within a couple of hours. They said my item was ready to be put on a truck for delivery. So they are still in the shipping window of 5-7 business days. I don't want to rate them too badly as I should have noticed the delivery expectation policy when I ordered. It just in this day and age, it caught me by surprise.

One of my nightstands was delivered but had damage on it. They said they would reach out to me to schedule a replacement for me, but they haven’t done so yet. I also was curious if they could speed up the production time if a back ordered item that I paid for. After telling me they couldn’t, they offered to cancel my order which I immediately refused to do and just wanted to continue the order as planned. There has been no follow up whatsoever from them and I can almost never speak to a representative there. I’m incredibly disappointed and frustrated with their customer service team regarding my outstanding orders. A company that sells products this nice should have service just as nice, but that is clearly not the case. It’s a damn shame.

Such disappointing experience with their customer service. I was returned an item. After the item was delivered back. I haven't received any confirmation email, let alone a refund. Trying to contact the customer service, but no replies. It's not a cheap item and I don't have money to throw away like that.

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 have shopped in store before but had never purchased furniture or online with C&B before. I bought a desk to set up a home office, I was able to set a delivery date which suited me. The desk turned up on time, fully built and the delivery guys were great - they put it right where I wanted it! The desk itself is great quality, solidly built and looks great. No complaints - I would definitly buy from them again.