Crate and BarrelReviews of crateandbarrel.com

We bought three Axis II leather pieces. Within 6 months, the stitching came undone on the ottoman, despite very minimal use. C&B customer service initially was slow to respond, then eventually promised to send a repair person right after the first of the year (2018). It is now five months later, and no one has responded to any of my follow-up emails. Believe it when you read about poor customer service from C&B! [Correction: I just received a generic response saying "we will respond as soon as we can," which is how this whole mess started. I really do not want to spend another five or six months trying to get through to them!] I gave two stars because the other furniture pieces are great, but would give -10 for customer service. And to top it off, they refused to post the above review on their website, saying: Your review cannot be approved for one or more of the following reasons: - mentions a competitor - directs business away - includes personally identifiable information - mentions shipping complaints - includes inappropriate media - contains a URL - is vague or needs more detail - includes profanity - raises product quality/safety concerns The only thing I can think of is that I allegedly am "directing business away" by writing a poor review - which means they will not let any critical reviews be posted.

I placed a substantial order ($250) on a wedding registry to be delivered to my home. The order included 2 glass wine carafes, wine glasses, martini glasses and craft beer glasses among other items. All of the glass items were simply wrapped in the white foam sheeting or bubble wrap--no boxes! When I called customer service, I was told that when I ordered I had the option of purchasing boxes at $5.50 each! With the amount of items I had, the additional cost would have been another $27.50! I didn't need perfect gift boxes--cardboard boxes for free would have been fine and I really can't believe a company of this magnitude would ship glassware individually and unboxed when so many were ordered. I will never shop nor purchase for another wedding registry at Crate and Barrel again. This is very poor customer service.

Ordered multiple rooms of furniture from them over the years, including 3 bedroom sets, outdoor furniture, and couches. The last couch i bought was ordered in October for a ton of family coming for the holidays, and they said 6-8 weeks. Lets just say despite multiple calls and emails, nobody knew anything. February it finally showed up.... A replacement cushion cover I'm still waiting for - a piece of fabric sewn in a square ($250!) and is still not here. It's been almost 6 MONTHS!!! And nobody can say what's going on, other than that someone is no longer working there, and they now want (as of yesterday) a picture of the label from the cushion. NEVER BUYING ANOTHER THING FROM THEM AGAIN!

Bought wooden food bowls from them, took them home and noticed a bad chemical smelling odor. Washed them thoroughly and still the odor remained. Decided to return the bowls the next day with my original receipt. The snotty manager replied “I have these bowls at home and they do not smell.” We told her we wanted a return and in the return policy said we could. She proceeded to call the security officer over as if we were doing something wrong. Confused and upset we decided to leave and call corporate. Some rude guy answered the phone and transferred us. We left a voice message and no one has gotten back to us. It’s been like 6 months now. Won’t buy from here again.

Think twice before ordering furniture from C&B . They have great stuff. But their delivery service is a mess , so disorganized none customer friendly. Be prepared for delays, missed deliveries. If you can find something elsewhere buy it. C&B need to partner with amazon and learn abou delivery.

Having long been a fan of Crate and Barrel (C&B), I decided to spend $2,400 on new outdoor patio furniture with them; mainly because what they had was unique and on sale. So, I placed my order online in late May. In early June, I learned that the furniture was back-ordered (like so many other reviewers here) and that it would be 6 weeks before delivery. Delivery date came, and I received a call two hours before my window stating 2 of the 3 pieces were damaged. They offered to loan me the set until new pieces arrived, which I thought was great. Several days later, someone called to inform me that the table was no longer being offered, therefore I could either return it, or take final sale. Given the damage was so minimal, I took final sale (30% refund, plus a refund of delivery fees). They stated the sofa piece would not be in until September (2 months later). September came, and they set a delivery window that was 12 hours. That day came and went - with no one arriving during that window. I called, only to be told a miscommunication happened with the warehouse and the replacement piece wasn't in yet, which is why they couldn't deliver the product. They set up delivery for one week later. The next day, I received another call stating that the piece would not be in for 2 weeks, so we adjusted the new, revised, revised date. Two days before, I received a delivery window. The day before, they called to tell me the product wasn't on the truck so they couldn't deliver. This began a series of calls (8 total) to customer service over a 2 week period. In the end, I took final sale of the couch with a 30% refund (which, funny enough, they suddenly didn't refund the whole price, they instead subtracted out the cost of the cushions they were going to replace with the replacement piece). I had to call in 3 times because the refund never happened --- I've finally been given proof that it's been processed, so we'll see. Absolutely terrible experience - I will never buy from C&B again.

Everything about the Crate and Barrel purchasing experience seems geared towards fleecing the customer. I sign up for a credit card to get 10% off. Sounds great, except I find out afterwards that I need to spend my Reward Dollars within 3 months. Pottery Barn's not great, but even they give me 6 months. Oh, and Crate and Barrel's are one-time use certificates, too. "Any remaining balance will be lost." Lovely. I get an email from Crate and Barrel: "Free shipping today only." Also sounds great, except the fine print says it's not valid for furniture, rugs, lighting -- things they advertise RIGHT BELOW THE FOLD ON THE SAME AD. They should have said "Free shipping except for nearly everything we sell." I start the checkout process, and enter a promo code on the first page. On the last page of checkout, the promo code DISAPPEARS and I need to enter it again. I almost didn't notice this treacherous sleight of hand. And the final insult: in order to use my Reward Dollars, I need to purchase with my C&B credit card. Way to trap me into their system forever. C&B has some nice furniture, but purchasing from them has just been an exercise in frustration.

I purchased a blanket for about $100, Just loved it. So much so, I told my son & daughter I would buy each of them one . Go back (on line) to C&B, about 3 weeks later. Price has gone up $20 & the free shipping I got is now $20. So that's $40 more per blanket. Contacted C&B, their answer- "prices increase & free shipping expired, so sign up for our emails". I understand, sales expire, free shipping ends etc. I'm a C&B customer, I wanted to buy 2 more items, what did they offer me...nothing. Why not do something ,thanks for your business, we want to keep you as a customer etc-here's fee shipping etc. Sent them a follow up email, asking them to re-consider, never got a response. What they got is a " lost customer. How much does it cost them to get a customer? Probably more then the $40 in free shipping. I'll never buy from them again, because they don't want my business.. Bill Sasscer