Crate and Barrel Reviews 

A long-term Crate & Barrel customer, but the store and its service has noticeably declined in recent years.

My most recent misadventure began with an online order: a three-part ceramic snowman. It was poorly packaged for shipping and arrived shattered.

When I went to the North and Clybourn store to exchange/return, I was first assisted by a young associate who was quite flustered. She informed me that no replacement inventory was available and as a "final sale" was not eligible for a refund.

To resolve the issue, I waited for an older associate, Lindsey, to finish a phone call and assist. While she processed the return, she told me she could not refund my credit card due to the "final sale" status. Instead, she insisted that store credit was the only option.

When I expressed frustration — after all, the problem began with C&B's inadequate packaging — Lindsey doubled down. She dismissed my concerns, stating the packing was 'just fine' and that there was nothing more she could do. The irony, of course, was hard to ignore: if the packaging had been fine, I wouldn’t have been standing there.

Indeed, I had purchased the ceramic snowman late on Christmas Day, fully aware it was a final-sale item. But "final sale" should not mean customers are left to deal with broken goods. I made this purchase under the reasonable expectation that Crate & Barrel would deliver the product in good working order; what I ended up with was pottery shards, poor customer service, and a credit to a store I don't even like anymore.

I purchased the clybourn walnut executive desk and placed it in my office well away from any direct sunlight, and with blinds on all the windows. Unfortunately within a year and a half, the wood finish has seriously deteriorated, resulting in uneven variations and markings all over the desk. These unsightly marks ruin the look of the desk. I think it’s because of the type of finish, or lack thereof on this desk. While beautiful originally, it now looks damaged. Crate and Barrel refused to take any responsibility for this, and responded that this is “normal wear and tear”. Very sad to think that a desk like this cannot last even 2 years before “wear and tear” ruins it. This is not a desk that will last more than a couple of years.

I ordered a customized Christmas stocking on Black Friday for my husband. It was expected to ship mid December. To get free shipping, I bought stupid, ugly snowman candle. Stupid candle arrived fast in the most absurd amount if packaging I’ve ever seen. I waited over half of month for the stocking. I heard nothing about it being shipped, so I checked the tracking. Tracking said nothing about the status of the stocking. I reached out. They tell me it’s been cancelled. Why was I not informed? Had I been informed of this cancellation, I would have returned the snowman. But now I can’t because it’s already been lit. Never, ever buy from here. My first and last purchase. I’m out $8.44 and my husband won’t be getting a stuffed stocking. I’m so, so tired of shitty companies being too big to communicate about their own products and not having adequate policies in place when they are solely responsible for a problem.

ordered 3 in 1 microwave toaster air fryer on December 2, 2024. The promised delivery date is one week.
it has now been one month and still no delivery.
i reached out to customer service, but unable to do anything or offer any restitution for the delay.
i hope the microwave arrives intact.

I just spent nearly $4,000 on two display cases made of tin and glass One would expect them to be of high quality but unfortunately, that was not the case. Both display cases had peeling paint, and one lacked the tipping straps If it were not for the significant hassle of returning them, would do so. Instead I will repaint them and obtain the straps myself. This is our second purchase from Crate & Barrel, and the first one also had a similar experience. There is evidently no quality control.

The delivery team arrived 15 minutes late on a four hours delivery window. I had just gone to take a shower, they buzzed the door, sent an email and then left within 10 minutes of arriving. I tried calling the customer service but they wouldn’t come back. I will not buy again from them.

Delivery dates are deceptive. If the product is out sourced from a vendor time frame given is * after vendor ships. So that 6-8 day delivery is after it’s shipped. So if it takes two weeks to pull the order those days do not count. Only when it’s shipped does the 6-8 days come into play. I ordered for a birthday party with time to spare, I am 4 days away and the item hasn’t even been picked, let alone shipped. I should have read these reviews before ordering. Buyer beware. Updated- called customer service with concerns of delivery status and they made sure the warehouse was aware of time frame. In the end packages were delivered on time.

DO NOT Use.
This is a long drawn out tale. We have friends in the US ( we are in the UK) and one of their daughters got married in Nov 2022. We bought a fire pit costing approx $650 ( including taxes and shipping) from their Crate and Barrel Registry list. We didn’t hear anything from either the bride and groom or her parents( our friends) but didn’t want to ask as we thought it would be rude to indicate that they hadn’t thanked us so, when we went over this June (2024) for the 2nd daughters wedding, we asked casually about the fire pit only to find that it had never been received. At this point we sent over the email confirmation from C and B and the Amex statement showing the payment so this could be followed up. The bride and groom contacted C and B who told them “it’s too late and we can’t do anything about it” so they have pocketed our $650 which has gone straight to their bottom line. Dreadful service initially with the Registry not delivering it ( or refunding it) and then refusing to rectify their mistake.
DO NOT USE.

I purchased a current model Hayden Coffee Pot from Crate & Barrel in February 2024. Shortly thereafter, we broke the carafe. We were unable to find a replacement from Haden. It is now December 2024 and we have not been able to replace this carafe. This is ridiculous. This was a NEW Coffee Pot, highly rated. It was not on clearance. This was not an inexpensive coffee pot. We’ve had to purchase another coffee pot after spending a significant amount on the Haden pot. Customer service is useless. All they say is “order the part on the website”, but the part is consistently out of stock. You call customerservice and they say “sorry. “It’s still out of stock. We’re having a shipping delay”. They need to come up with another solution. People have paid good money for this Coffee Pot and now are unable to use It. Crate and Barrel needs to work with their vendor Haden to fix this

Crate and Barrel consistently lies about delivery times and the availability of items in stock. I've ordered from them multiple times. Each time the items were listed as in stock with a short delivery date, and after ordering the item, the actual delivery time appears and is much higher. I ordered a "final clearance" rug, and when I paid, it was listed as backordered and took over a month. I ordered an "in stock" chair (1-2 week delivery date) and it's actual expected delivery date is currently over 6 weeks. This seems like a predatory practice to get customers to pay large amounts of money for furniture that they don't actually have.

purchasedt 6 dining room chairs delivered feb 2024. While sliding in to the dining room table a front leg snapped off. Understand C&B’s return policy, but some consideration should be made for wood defect to design flaw. I’ve never had anything like this occur.
I’m 5’11 200.
No longer considering C&B furniture. Not dependable in my experience.

Update Crate and Barrel reached out to me and helped resolve this situation. I appreciate their willingness to work with me on their product.

Recent experience was very positive. Staff at the showroom were very good, and deliverymen were very professional and worked hard.

I originally ordered a patio furniture set in May for a Summer delivery. I have no chairs for my outdoor table and missed Summer entirely. It takes a whole season to get the patio set completed that you have already paid for.

I purchased a newly designed espresso machine that was an exclusive to one location only and cost $1000. Approximately 3 weeks later it went on sale for $200 off. I contacted cust. service and was told they couldn't help since it was purchased after a month had past. I replied that no it wasn't and to look at my order. They texted back that they couldn't help as I would have had to have contacted them within 7 days of the purchase!! WHAT!! First they say it's over a month and then I'd have to notify them within 7 days!! It wasn't even on sale within 7 days. What kind of dirty handed dealing is this? I might have even accepted "We're sorry but sale credits are only given if purchased within a week but to try this underhanded answers?? Nope I'm done!! This was my first purchase ever to a Crate and Barrel and was excited to start my Christmas shopping there and also to start doing some shopping for my son's recently purchased new house! Well I guess they lost my business for good and a LOT more money than the $200 sale would have cost them! Bye Bye Crate and Barrel!! Never again!!

After receiving a delivery that was supposed to be gift wrapped ( their gift box and simple ribbon ) is really a nice look .... I chatted online and got nowhere with the replacement and return. I ended up calling the C.S. on the phone and Jasmine in customer service fixed the whole problem with a great attitude and smile. I was very impressed.

Delivery charges not easy to see (apparently in T&C's) and charged me without warning.
11 days later they tell me they can't deliver one of the items.
Delivery is scheduled by them 2 weeks later and of course missed, currently by 4 days and counting.
Shambles.

I’m extremely disappointed after waiting four weeks to receive a table that arrived completely broken and appears to be used. This is not what I expected, and I’m shocked that such an item would be sent.

Despite the fact that we spent about $5,000 at the business, the manager showed no empathy for our situation and simply directed us to customer support.

Six weeks after the purchase, they called and requested us to clear everything for delivery. We gave away our sofa and television console. Our television is lying on the floor. This is our TENTH week and we are yet to receive our TV console.

They charged my credit card for Full amount, but when it came to delivering the furniture, they were no where to be found. After multiple failed delivery dates and excuses, I was left without my purchase and no resolution in sight. Despite repeated calls and emails, thy refused to take responsibility .

This business operated with no regard for professionalism or ethics. They made promises they never intended to keep. Communication was evasive and they would often shift blame rather than take accountability. Their shady practices and lack of integrity made it clear that they cared more about profits than their customers or reputation.

After registration the promised promocode does not work. Customer service two times says one or another reason. Apparently, the main goal is to collect the personal info. it's a shame.

I called Crate and Barrel customer service trying to get hardware( screws/ bolts and some specialty parts etc) for a very expensive ( when bought new $999.00) child’s bed that I bought used. The hardware had been lost in the prior owners move. The bed is still in production but because I didn’t have a sales invoice they couldn’t help me. You would think that especially with children’s furniture they would be happy to help since it will obviously it will be passed on at some point and this bed has held up. Not good.