Crate & Barrel

Ordered a bed in April. Said it was in stock and would be ready by the end of April for delivery. It's now June and nothing. Why keep promises you don't intent to keep? I don't expect this from CB…I expect this from a discount store. I've bought a lot of items from CB over the years but I am feeling this may be my last order from them ever. Horrible customer service!

Wow. These people are unbelievably bad. I understand that it's the holiday season, but not only do they not respond to communication, when I FINALLY reached someone, they were snarky and just flat out lied. The delivery date for my order changed multiple times. It arrived today, and one of the items is broken. I'm not even going to do anything about it because they are so difficult to deal with. Also, don't try calling them for missing information about a product. They'll read to you from the website. They used to be a respectable company with quality service and merchandise. Not anymore. I'm beginning to think I'm going to have to go back to shopping at retail stores and not online. They take your money and then F you.

I'm not the type of person to leave reviews but honestly, I've never been more disappointed in a company than I am right now with my experience with you. I'm 9 months pregnant and due on Thursday. I ordered a pretty expensive crib and dresser set (which said it would arrive in May) on your website back in February. We paid an outrageous amount in shipping costs to make matters worse. Since then, my order has been delayed on three separate occasions! You have been unable to provide me with any sort of dates of arrival and when you finally got one piece of our order in stock, I was told it could take 1-21 business days for it to arrive and that a third party would contact us.

We got a notification that our dresser had shipped and even got a text saying that it would be delivered, and it was promptly cancelled. When we called to find out what was going on, we got the run around and still have no answers as to where or when we will receive the dresser - which will likely be past my due date. For the amount of time, the cost of the order and shipping, the poor communication, long lead times for delivery, and having to work with an unreliable third-party company to receive an order I was genuinely excited about, has made the designing of my first child's nursey a complete nightmare. I would expect to be reimbursed at the very least, which hasn't been offered but basically what I'm getting at is - DO NOT SHOP here if you are needing something of importance in a reasonable time-frame.

I never thought in this day and age that a company would not have a email account! I never thought that when you have to talk to someone about an order that it would be this hard to get in contact with someone at a place of business! I bought on line glassware on Aug 16,2020 and used a paypal account through my husbands paypal account and never got a order number or any shipping information and it has been a week since I placed an order! They did however take our money! My husband tried to get ahold of them on the phone it says 24/7 but when I went to check them out on line it says not open on Mondays! What a terrible way to do business. I would never recommend Crate & Barrel to anyone. And in order to do a review I have to claim that I am not writing a false review now why would I do that! And I have to register on Facebook to make it legit! What a $#*! backwards company this is for sure!

For as much effort as they put into designing great looking furnishings, too often they fall short on quality of materials used and customer service. I am quite surprised by the negative reviews of merchandise at their site. Don't know why these reviews don't get them to "up their game." They have these great looking rugs, and then you read the reviews and you find they do not wear well -- loose loops, falling apart, etc. While it is always hard to judge color on a monitor, they seem to "pump up" the color in their images which is misleading. They make the colors more vibrant than they are in the actual merchandise. The negative reviews at their site makes me think they do not test things and have issues with quality control. Their website / shopping cart does not function properly. Trying to use their system to get a shipping quote made me want to pull my hair out. After my most recent experience I would give C&B 5 stars for design (really like the look of their furnishings) and 2/5 stars on the rest.

Wife and I have bought several small and large items from C&B. Experience is mixed.

Some bowls and coffee mugs started chipping within a year. Water glasses and plates have held together so far.

A dining room table, night stands and a headboard were delivered without incident years ago. Recently, we were very disappointed when a media center was delivered. I was out of town when it arrived. According to my wife, the delivery guys kept asking Ok? Ok? Ok? Trying to rush her through inspecting the piece. Then they kept groaning when she asked them to move it a couple of feet to just where she wanted it. To top it off they refused to put our large screen TV sitting on the floor in the middle on the room on the media center!

Ordered a custom chair and sofa in August. Credit card was charged in October. December 7, and nothing has been delivered. Called them and spent two hours on the phone with customer service. They knew it had been shipped - they just couldn't locate it. Offered a store credit and we said no - we wanted a full refund. Said they would have a supervisor call us back within 5 hours. Nothing. Called the next business day - same exact scenario Final put in a dispute with the credit card company, which is refunding us our money, and hopefully sticking it to Crate & Barrel. We have always been very satisfied with them, until now. Stuff like this can happen, for sure. But to have such lousy customer service in this day and age is irresponsible.

I purchased a couch in January 2022. It is July 2022 and the couch is STILL not here. Customer service gave me the run around and kept saying it was a "global supply chain issue" but then told me the couch is manufactured within the United States? It doesn't make sense. I received a call today (July 6th) that the couch is ready WHOO HOO, but can't be delivered until mid-August! The sales person at the store (Robert at Avalon- Georgia) giggled on the phone when I told him how frustrated I was, and he said "yea, that's an unfortunate situation." I will never purchase from Crate and Barrel again, and I will tell everyone that will listen of this awful experience. What a horrible way to run a company. If you can't walk out the store with it... don't order it!

Before I bought my couch, I read reviews about C&B customer service but unfortunately I did not listen. I want to warn anyone who is thinking of buying a sofa from C&B: DON'T DO IT! I went to the Pasadena store so I could work directly with a salesperson, decided on a light colored fabric, was a little nervous so I repeatedly asked (over the course of more than 2 hours) if the fabric would hold up. I was assured that I would have no issue with the fabric, and was told I could spill wine on it and there would be no problem.
Nothing was spilled on the couch, very, very light use for the 1st six months, however stains appeared. I was having company over, and was so embarrassed that I turned the cushion over and realized that the entire cushion was discolored. My house is very clean, but this still happened (see photo). Customer service said there was nothing they could do for me and told me to try having it cleaned by a professional. They took no responsibility for what I was told repeatedly in the store by their salesperson.
C&B responded saying this was unusual, but offered nothing to help.

On June 7 I ordered an apron for my nieces bridal shower on July 9. A simple apron, NOT monogrammed or special, just an overpriced apron. It is August 4 and just yesterday I got an email letting me know my gift has shipped. At no point did customer service reach out to let me know that my order would be delayed for two months. Our family was wondering why we didn't send a gift. It is embarrassing. We aren't in covid lockdown anymore and shipping issues have been resolved by all the other companies I order from. So, this will be the last purchase I ever make at Crate and Barrel. Pottery Barn is basically the same store with far better customer service and product availability. You guys do not know how to treat your customers.