Crate and BarrelReviews of crateandbarrel.com

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 .

No customer service. May 23, I ordered a coffee grinder. June 8, I requested cancellation-- the order wasn't due to ship until later in June. I received an automatic reply they had received my email, then nothing. June 9, I received an email the shipment would be additionally delayed. I tried to call them-- hours on hold on the speaker phone, never connected. I waited patiently for a reply for the first cancellation request made through their website-- it never came. Then June 24, I get an email "my order has shipped." They ignore my requests-- I will ignore this store and never shop there again. Update: After this, a customer service representative emailed a very kind letter apologizing, explaining their situation and credited the entire order, no return required. They were very gracious about it.

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.

The WORST customer service I have ever received. I called on 5/28 in regards to an issue I was having with one of their gift cards. I was told I’d be contacted within 7 business days from the finance team. It is now 6/17 and I have heard nothing back. I’ve tried calling them back only to be on hold for over an hour and disconnected. Don’t even bother with the automated system that supposedly “holds your place in line and calls you back” I tried that twice and never received a call back. I will never shop at this store again.

I ordered what I thought was a crib set and ended up with just a crib quilt. I spent $88 - $66 for the item, almost $14 in standard shipping (which didn't happen for two weeks), plus tax. Upon getting on to start the refund process, I have discovered I will only be refunded half of what I spent!! They will ONLY refund item price, nothing else, and then tack on a hefty shipping fee of $18. So, I spent $88 and never opened the package but will only be refunded $48. That will be the first and last time I order from Crate & Barrel or Crate & Kids.

I ordered a toaster on May 24th. It is now June 14th so I checked my account only to find out my order had been cancelled. I was never notified of the cancellation nor do I know why they cancelled it. I tried calling numerous times only to be on hold for 45 minutes to an hour. I finally gave up, which I'm assuming is what they want. I will never order from this company again. BEWARE.