Crate and Barrel Reviews 

I ordered a floor lamp on January 1. 2023. The expected delivery date has changed 4 times and I am now looking at end of May. This item was purchased in their store so my credit card was charged immediately.

The item continues to be offered in their catalog and store. When inquiring I was told die to supply chain issues the item is back ordered. I can’t fathom why it is taking so long to get a basic item such as a $400 floor lamp.

I will be limiting future purchases to cash and carry only as this appears to be a consistent problem on larger items.

We purchased 2 bookcases and a media cabinet Jan 2022. The 3 pieces were finally delivered 7 months later, all 3 pieces had damage. Because they were delivered Crate and Barrel charged our credit card for the full purchase. We are now in April 2023 and STILL haven't received all 3 pieces. We were promised multiple times by multiple people that they would be our contact person so we didn't have to explain our situation over and over again. But every time they make a mistake our send us damaged pieces another person tells us "they" will make sure it gets taken care of. We have received our delivery fee back as well as $400 of the $5000 purchase. They have had all our money for 9 months and have made 4 deliveries, 3 of which had damaged goods and the last 1 which only included 2 of the 3 items. Every time you speak to a customer service person you immediately get a survey request regarding the level of service. Are you kidding??? Talk about adding salt to the wound. AND I tried to leave comments on Crate and Barrel for the pieces I received, finally...and it won't let me?! I have asked MANY times to have compensation for the complete lack of service and I was told "you have to wait until all your items get delivered". We have taken way too much time dealing with Crate and Barrel. We were treating ourselves to these items thinking they were coming from a good quality, reputable company. Never again.

The web site is the worst website I've ever used. The customer service rep on the phone are not helpful or knowledgeable. The products are great so just go to a store to purchase.

We had a delivery of five items but only four boxes. The delivery driver convinced me that two of the items were in one of the boxes, so I signed the delivery receipt. When we opened the boxes the fifth item was missing. I called the freight company, and they said that I had signed the delivery receipt there was nothing that they could do. When I contacted Crate and Barrel, they called the freight company and had them do a warehouse search. The item was found! But the amazing thing is that they were willing to replace it even if it wasn't found and it was a $2,000 piece of furniture.

I have never seen such bad service in my life.
I ordered a couch 6 months ago; it came with different legs 2 months ago. The quality of the couch is not so good, but one side is higher than the other one.
The customer service proposed me to either replace the chaise part with the correct legs, or order the legs (as it will come faster)
2 months later... still didn't receive the legs or got a date for the delivery. How difficult it is to ship 4 legs?

I am 6 months in, paid a lot, and received a bad quality couch with the wrong legs (so one part of my couch is higher than the other one)

Every time I reach out to customer service, the only thing they answer is "thank you for understanding... "
I am not, provide me the product I paid for!!!

Two orders to separate individuals with gift cards to let them know who sent the items. Both times no gift card was attached. Not cool!!

The absolute worst customer service in the world. Horrible experience, and flat out lie both on their website and in communication. Expected delivery date is a complete joke, my problem is that they were telling me that my order was delayed but were still promoting online that it was available in a couple weeks. It ended up being 2 months, and then they cancelled my delivery because it arrived to the distribution center broken. They suggested I request a refund and start over. Seriously.....they offered me free delivery as compensation. I will never ever ever buy anything from Crate and Barrel again!

So disappointed I cannot find the words! I ordered a sample of the color for my$4000 entertainment center. Was what I wanted soI ordered it. Said it was being made in Italy so delivery went from November to January to March and back to January. Custom order so you can't cancel. No information from C&B so only information I had was looking it up on my own. Delivery finally set up for Jan 12th. Only bookcases showed up as C&B didn't get media center to shipper. Apparently Italy doesn't know how to stain properly! Stain very inconsistent and not the color of the sample! Media center finally arrived Jan 21st. Once again, inconsistently stained and looks like country farm house kind of stain - no consistent color. So I am stuck. Do not buy from them unless you find something on the floor that you like as they are unreliable in what they ship and will not let you return. Big risk here!!!

Purchased a couch in 2016. The seams on two cushions were slightly wearing. They provided no resolution to fix this issue, instead they said I caused this from "moving residents" and/or "vacuuming" it. Their solution was to purchase an entirely new couch of course through them, or purchase new cushions (IF they still made this couch). This is absolutely ridiculous for the amount of money you spend on products through this company. I will never purchase through them again and do not recommend purchasing through them. The ONLY option for warranty is 30 days after purchase which is very comical. It is truly appalling.

Wish I could give zero stars. Horrible delivery service. Furniture was not properly packaged and when unpacked by the delivery crew it was clearly damaged. We sent it back and when trying to schedule a 2nd delivery they put us again at the end of their delivery route. We canceled the order.
We had a different piece of furniture ordered online and in backlog. After 6 months it got shipped but never delivered to our address. We went to pick it up per their instructions and the first time the package was not there and the second time the store was close during what was supposed to be open hours. We had to go a 3rd time since customer service didn't care.
Horrible service. Only time we got the items ordered on time and in good shape was when we went to their warehouse to pick it up.

I received 3 of one item. Love what I ordered but never again

Would provide zero stars if possible. Ordered 2 couches “In Stock” on website in August only to be delayed until mid September, then October, then November, then December. Ordered a cabinet in December thinking a one off…..delivery date mid January….now mid April. I would NEVER use them again and strongly suggest you don’t either. Their listed inventory is a scam

They are the worst! Constant miscommunication and incompetence. They mess up your orders repeatedly and then you’ll still be penalized for it, not them. You’ll be penalized with major delays, holds, up charges, etc… and they won’t even consider any type of compensation for your suffering. STAY AWAY!!!

Ordered curtains and rod and was told that they would arrive to the store for pickup in a week. Curtains came into the store after a week, the end caps for the curtain rod came in another week after that, and another week after that I received an email telling me that the rod would be arriving late and to call them. When I called, I was put on hold for about 25 minutes. They offered to send the rod directly to my home, but I would need to re-order the rod and cancel my first order. I would not give the representative my credit card number over the phone to order the new rod (they don't have a secure method of taking telephone orders), so the rep told me to order the rod online and then call back to get the shipping refunded. At that point, I asked to speak with the manager, was put on hold for another 6 or 7 minutes, and the manager took care of everything and gave me a $50 e-gift card for my trouble. That was nice of the manager to do. The customer rep and manager did everything they were supposed to do, but the overall customer experience was subpar due to the long delays and inability to get me the product in the time promised. Sales rep 4/5, manager 5/5, C&B product availability 1/5.

part of the order (kitchen dishes) came in broken (the fedex guys must have used the box as a football). Online chat/customer service must reside on another planet based on the speed of response.
Another item that they claimed was delivered is MIA. Still waiting for the remaining items, more than a week after purchase. Yeah, this might be the last time I shopped at this overpriced place

Nightmare with orders. Double points for credit card purchase on web site, but never received the correct amount. Items in stock, now suddenly out of stock. Not charged on card. Then months later they charge my card with NO explanation. No delivery date. NEVER will buy from this unorganized company again. But the people you call at customer service are wonderful, but rarely fix any problems.

Terrible customer service. Bought a 3 foot Christmas Tree here. No box, floor model. When I asked for even a small discount since it was a floor model, U got a flat no and a cheesy plastic bag to take mt $180 3 foot tree home in. And the clerk told me it had a timer function. It did not. I went back to complain to the manager only to get the same zero customer care. She could have cared less. That is my last purchase a this store, ever.

We ordered our couch in February of this year we did not receive until November on two separate weeks as the lounge element was missing. We accepted that and did not complain as we were told that delivery was to be later than estimated. It was suggested it would be September so we let that slide.

Unfortunately the corner piece of the couch was not made correctly, the webbing in the base is non existent causing the corner cushion to sink lower that the adjacent cushions. I made a complaint to customer service and they ordered me a new corner piece originally to come in January. Which was extremely disappointing. Then I got notification that the corner piece won’t be available until APRIL! That news is devastating considering the amount of money we spent on this sofa!!!

Yesterday I received an email asking me to rate my email conversation with another customer service rep. I did not receive the email they are referring to at all. I did check my spam and trash to no avail, so I have absolutely no idea what has transpired.
The C&B website states shipping within 6 weeks. If that is true why is it taking more than 1YEAR to complete my order!

Recently placed a large order, including numerous items that were backordered but still charged to my card. Eventually, I was notified some of the items were no longer available and I would be issued a refund. So, essentially I "loaned" C&B several hundred dollars interest free. If I'm going to give out interest-free loans, my friends and family will come first...not C&B or any of their other businesses.

I ordered a bed in October 2021. Still waiting. They are now saying December but they keep re assigning parts of my order so they can’t seem to get all three pieces of the bed in one place to deliver. Customer service responds but usually only to say when I inquire that there are further delays. I have asked about other options but they keep saying it is 6-8 weeks for any other beds so I should just keep waiting. Then they delay again…