Crate and BarrelReviews of crateandbarrel.com

I purchased a $130 hamper for my toddlers room and was excited considering the hamper matched the theme of his room perfectly and the item was so unique. We were getting it shipped to a nearby store and it had the estimated arrival date however, that day came and went. They updated the arrival date 3 times! I called asking for a partial refund for the inconvenience and uncertainty of the arrival of my item. I was hung up on. I then used their text chat asking for the same thing and was ignored for 15 minutes before I just decided to leave the chat. Called again and asked to speak with someone in the U.S. I was transferred to someone in the carribean (but was happy they didn't hang up on me at least!). The guy said he could give me a certain percentage off. Though it wasn't what I asked for I was done dealing with the HORRIBLE customer service, so I took it. He said to give it a few days for the refund. A few days went by and I received a gift card for the reimbursement, which is not what I asked for! He made it seem that the money was going back on my card. Never once said anything about a gift card! They are untrustworthy and sneaky! With how expensive their items are I'd expect their customer service to be better but it is the WORST of any company! Unless the item is already in the store and ready for pick up (which is what I've done before) I'd never trust them to ship anything! I have no plans to ever purchase from them again based on their horrible customer service. In store staff are always great and helpful though as I even called them out of desperation regarding my delay. FYI: The day after I received my financial"reimbursement" my item was updated to "preparing item" and then a couple hours later I got notice my item was ready for in store pick up. Odd coincidence.

I ordered a Monterey 84" sofa from crateandbarrel.com on August 11, 2026 (order 358904588) and paid $3,243.50 in full that day. My confirmation said they'd contact me by September 24 to schedule delivery. That date has been pushed three times, and on October 22 they told me it's now "early February," about six months after I paid. The only updates I ever got were emails announcing a new date - never a phone call, and never an option to cancel. When I asked to cancel, they refused, citing their made-to-order policy. The FTC's Mail, Internet, or Telephone Order Merchandise Rule requires a seller who can't ship by the promised date to offer the buyer a chance to cancel for a prompt refund, and for any delay after the first it needs the buyer's express consent to keep the order. The rule has no exception for custom or made-to-order furniture. Crate and Barrel offered me no such option. I understand custom furniture takes time. What I don't accept is the date more than doubling after they had my money, with no exit for the customer. If you're considering a custom sofa here, know that the quoted lead time may not hold and the sale is final the moment you order. - Tony Vantur, New York, NY

Don't use crate and barrel. Their shipping and delivery are pretty disappointing. They were supposed to deliver an item on 10/8. It's 10/16 today, and the expected delivery date is 10/21-23. I cannot cancel this item, and I can return it only when it is eligible under their policy. This brand is overpriced. Moreover, their service is terrible. Why use this?

Absolutely the worst customer service & delivery I have ever had. I ordered over $30,000 of furniture in 3 months from them & they will take your money, but the delivery service is the worst I have ever had in furnishing 5 homes. I will never buy another thing from them again & I will make it my mission to save others from this nightmare.

Extremely disappointing customer service! Be careful when purchasing expensive appliances from Crate & Barrel! I purchased a brand-new $800 De’Longhi coffee machine from Crate & Barrel. It worked properly for only two days, and by the fourth day, it had completely stopped making coffee. Less than two weeks after my purchase, I contacted customer service, provided photos and videos of the defect, and requested a replacement or refund. To my surprise, Crate & Barrel refused to offer any assistance, stating that because the machine had been used, they could not accept a return or replacement. Instead, they simply told me to contact De’Longhi directly. How is a customer supposed to discover a defective appliance without using it? Even worse, my repeated requests to speak with a manager received only automated responses. It feels like Crate & Barrel takes no responsibility for the products they sell once you’ve used them, even if they break within days! Buyers beware! Think twice before purchasing expensive appliances from this retailer. I certainly expected better customer service for an $800 purchase.

Nearly $3,000 dresser finish failed after just over a year. Crate & Barrel deflects responsibility and calls it misuse. I bought a Crate & Barrel Keane 9-Drawer Dresser for nearly $3,000 including delivery. After owning it for just over a year, I went to move a vase that had been sitting on top and discovered the finish underneath had softened, become tacky, adhered to the bottom of the vase, and actually pulled away from the dresser. There was no spill, heat, abrasion, or unusual use. It was a decorative vase sitting on top of a dresser. This same vase has been used in many areas of my home and on different pieces of furniture for many years and has never been an issue. Crate & Barrel has characterized this as normal wear and tear or misuse and refused to provide a remedy. That is especially frustrating because their own product photos show decorative objects placed on top of their furniture, and I found no care instructions warning that ordinary decor could damage the finish this way. I was also specifically informed that this product does not have a quality guarantee. The protection they pointed to was essentially the 30-day return window. For furniture at this price point, I expected the finish to withstand normal household use for far longer than a year. I've purchased 10s of thousands of dollars of items from them in the past, but based on both the durability issue and how Crate & Barrel handled it afterward, I will never buy from them again.

They take orders and do not tell you item is out of stock. Keep delaying delivery. The worst company. Buy, someplace else if you need delivery in less than two months!

What a nightmate to deal with staff in Roseville, CA! Bought pendant Lights on sept 5, was ready to pick up on sept 19 only to be told it has not been booked in the first place. Asked for a free delivery for the inconvenience caused but staff acted like they do not care about customer’s frustrating reactions. It seemed like they have normalized these kind of mistakes and they made me feel I have to suck it up and wait til the merchandise arrives. Really bad customer service! They need to improve their service!