"I am a new customer of Crate and Barrel. My very first order was satisfactory. I made a subsequent order, ordering additional quantities because it was what I was looking for to complete my design for a room. This order was placed in June; it is now September, and I have yet to receive my full order. Their website states that items won't be charged until it ships, however, I was charged one full amount in beginning. In the first two months I received less than half of my order. Their website tracking statuses are inaccurate and keeps changing or stays at the same status for weeks (processing, ready for shipment, canceled). Keep in mind that I am not receiving any type of notification on these statuses and have to check in on their website periodically for 3 months! Their database differs from that on the website that I see. When I called customer service, initially, I was told that no items have been canceled, just back-ordered and they will ship eventually (ha!). My next contact at the 3-month mark, and I was told the same thing--only this time, I had charges reversed on my account. This gentleman told me that nothing was canceled, but he saw was a different order quantity from the original order (so obviously part of my order was canceled). I order frequently online, and this is the first time ever having such an issue. This company has the worst fulfillment services. Sure, the items that actually arrived are great but I wouldn't go through that hassle again."

"If I could give Crate and Barrel a "zero" for customer service, I would. It's been over a month since I placed my order. I have been told on four different occasions that they would be in stock and ship the NEXT week. I'm on week 5, and now they are saying the product won't be in their warehouse for 3 more weeks. This is beyond frustrating, especially since my confirmation says the product will ship in 3-7 business days. The gift I was buying was for a birthday. I had to resort to giving a picture of the gift. Ridiculous! And still, we wait......"

"For a company that has an excellent product, your customer service and delivery department is the worst of any corporation I have ever dealt with! I understand that you switched your computer service from warehouse to delivery, but to make customers wait 8-9 weeks for deliveries is INSANE. We purchased thousands of dollars of merchandise from the Paramus store. Most arrived, but some did not. The rug arrived damaged and I was told a replacement would be available in a week. Here we are 8 weeks, 8weeks, 8weeks!!! later and I was told via a call that the rug was in. We took time off from work to pick it up at the store only to discover NO rug had arrived and that they hadn't received a delivery in over a month due to this disastrous glitch! I was told they would overnight the rug to us. I heard nothing today so when I called, the manager informed me they could not do the overnight. Had I not called, would I have ever heard? We got NOTHING from the manager except "we tried to accommodate you!" He is paid, I lost a day's pay to go there plus waiting all day for a delivery that wasn't even coming! We received NO discount for anything, no gratuitous apology. I will NEVER shop C&B again. Your customer relations are AWFUL as are your managers. I obviously am in a hard spot as you have my money and I have nothing!"

"I love C&B kitchen selection. I only shop their when they have a clearance as their prices are too high, but the selection is really good."

"Do not buy the petrie apartment sofa! It looks nice at first, but the manufacturing is of terrible quality. I have had the sofa for less than 2 years and taken very good care of it (no pets or children, light use, regular vacuuming) and it already looks very worn. The fabric on the charcoal gray has faded to an orange color on some pieces of fabric but not others, so it seems like some of the fabric used was improperly dyed or prone to fading for some other reason. Several of the buttons have loose threads around them, and a couple of them stick out so much they easily get caught on clothing when sitting on the couch. Crate & Barrel has refused to repair the discolored panels of fabric or exchange the couch due to these defects. Very expensive couch to only last a year. "

"Customer NOservice!
Purchased the Sterling 87" still/Glass cabinet at the Crate and Barrel in Tampa. Several of the metal pins to mount the glass shelves were missing, but the friendly store staff ordered the missing parts, they would be sent to my home. After 2 weeks I called their customer service, they had my order on file but the furniture and parts come from China, and 'we don't know when or if we receive parts'. 2 weeks after that, I received an email: the missing parts from China were expected 6 months after the purchase, at the earliest.
I understand It is much more profitable to sell furniture from China (compared to the furniture from USA and Canada they sold 10 years go), but how long are customers going to take this kind of service?"

"I ordered the harbor side glider ottoman on October 23, 2014 and receive it BROKEN in mid December. I contacted customer service the same day I receive it, and it took a MONTH to get someone out to fix it... I live in NYC! The ottoman broke again ONE MONTH later because the repair man tried to staple the piece that was ripped out of the wood back together! Of course it's going to break! Customer service refused to exchange and replace the defective ottoman! I arranged three weeks ago to have the repairman come back to look at the piece to try to fix it yet again. The repairman was scheduled to show between 12 and 4pm on 2/27. I took a day off from work! He shows up TWO HOURS LATE at 6pm from our scheduled appointment. I had an appointment myself for 6pm that I could not miss and was not home. Customer Service wanted me to take more time off from work and wait another two weeks for someone else to show! I refuse to take ANOTHER day off from work and waste my day on this! Now I am trying to return this junk. I was told by customer service last Friday (2/27) that I would hear back in 24 to 48 hours (I assume business days). Hear NOTHING Monday and Tuesday and call back today (Wednesday 3/4). I spoke to Theresa (supervisor) only for her to tell me that I receive a call me back this afternoon with details for the pick up so I can finally receive my refund... NOTHING!!! I am so furious and feel absolutely insulted by my treatment with Crate & Barrel! I have had to call multiple times myself to get answers and NOTHING has been done. It is now March I have been extremely patient! I ordered a few other pieces of furniture from Crate & Barrel two years ago and had minor issues... I will never purchase an item from Crate & Barrel ever again!!! I contacted the BBB!

Never listen to the reviews on their website! I wrote a review for the product and how I received it and they refuse to post it! I thanked them for the further insult!
"

"Ordered and received the "Glossy Red (Christmas) Tree Collar." The catalog picture look great; however, the actual item was of extremely poor quality and very cheap looking. I looked as if the bottom portion of a bucket had been cut off and painted red. It was not at all representative of what I expected from Crate & Barrel. To return the item for a refund of the $69.95 cost, I found that the return shipping cost was more that $68.00 because of the oversized box. A call to Customer Service requesting that Crate & Barrel issue a prepaid return label due to the item's poor quality and that there was nothing in the catalog description or shipping/return information indicating that the cost of the return if the item wasn't acceptable would be cost prohibitive due to its oversized packaging, I was told that Crate & Barrel's purchase/return policy placed all of the return responsibilities on the customer...regardless of the return reason. I was also told that "poor quality" was my opinion. The "best" that Crate & Barrel "could do within their return policy" was to issue a $13.95 shipping credit plus a $5.00 credit coupon., which in effect covered the original shipping cost that I paid. I was still left with a return shipping of more than $65 to receive a $69.95 credit. An item of poor quality; Customer Service personnel who were curt, uncaring, and rigid in "following policy" regardless of the circumstances; and, incomplete/inadequate advertised shipping/return policies from a company that "I though" was a quality operation. Fooled once, but never again!"

"Never again. Spent $1700 on a dining table and four chairs and another $100 on shipping. First, they don't tell you until after you order that shipping from Austin to San Antonio only occurs on Thursdays, and you must be present for the delivery. Also they can't tell you what time they deliver until a day before. So if you have a job like most people, expect to be forced to request the day off. My wife did as such and accepted delivery two weeks later and noticed the table was unbalanced. She mentioned it to the delivery folk who kindly told her it was probably just the floor. On my inspection, it turns out one of the tables legs is over HALF AN INCH longer than the rest. Wonderful! The chairs appear to be missing two rubber stoppers that prevent scratching. And they clearly lost or ran out of bolts to use when they were putting it together and decided it appropriate to use a different colored, different length flat head screw instead of finding an original hex. It's beyond disappointing that for $1700, you get a crooked table piecemealed together and chairs with missing parts. For that money you expect some level of quality and craftsmanship. Returning it all is equally as frustrating and time wasting. 45 minutes wait on the phone to tell me it will be another two weeks before pickup. I decided to drag it down to the return center an hour and a half away and spent two hours waiting while they tried to process the paperwork for a return. I sat around listening to the confused employees trying to figure out what to do before I gave up and left. Customer service and quality at its worst. I'm taking my money and going straight to ikea where I know what I'm purchasing. Never ever again would I buy from or recommend C&B to anyone. Ever.. Buyer beware."

"Crate and Barrel ordered a calphalon roaster 10/ 03/ 2014 they said it's backordered and will be shipped beginning november than they said middle of november now end of november now I know how they get their reputation as Liers!"

"I have attempted to submit this review to Crate and Barrel twice. They wont publish it. Don't trust their web site reviews as they are heavily moderated and not honest. Crate and Barrel sells name brand items that are made special for Crate and Barrel as cheaper line and they play off the name brand and do not disclose this on their web site. For instance, I ordered a Carte and Barrel Emile Henry Baking Stone and the web site did not state what color it was available in. Emile Henry sells this baking stone and their whole line of stovetop safe ceramcs in Red, Black, Olive and Figue glaze colors. But Crate and Barrel has a special unglazed cement grey rough finished stone that no one else sells and they do not state any of that on their web site. Sure it cost 15 bucks less but it isn't the same product and you wont know that from all the glowing reviews or product descriptions. I called their customer service before the order shipped and the rep stated it was a beige color. I thought that meant it was glazed a beige color but it arrived in cement grey and unglazed. I think that is a substantially different product than what Emile Henry sells to all other merchants. I lost trust in Crate and Barrel because of this experience. Do you trust them to sell you what was described in their web pages now?"

"Ordered a bed from Crate and Barrel online. Delivered as promised on a Sunday. The delivery crew did an outstanding job setting it up. The bunky board I ordered did not fit down my staircase so they took it back. As it turns out I didn't need it anyway. Called customer service about an hour later, they were already aware of the return and gave me full credit for the price plus delivey and taxes. No issues whatsoever"

"They are not good at delivery - if you cant carry it or pick it up at the store - dont buy it.

Arranged for warehouse pickup in my town. Showed up and they had typo'd the delivery date by one month.

Three calls later and they final agree to deliver it for free. Well that is a disaster. They call you the day before and give you a window of two hours. No changes allow or they will charge you $35 - seriously? I am not going to buy anything UPS cant deliver."

"Shoddy furniture. It looks good in the store, but don't count on it lasting too long. The couch we had custom ordered has become unuseable. The down filling works it way out of the cushions, so that you are poked whenever you sit down and feathers are everywhere. The glasstop table is a horrible mess as its frame has rusted in several spots after the finish peeled off. Both of these items were expensive, too. I didn't realize that an $10K of Crate and Barrel furniture would only last 2 years. When I contacted them, I got no response at all. When I went to the store to discuss these items with them, I was told I should just buy new furniture, because there is no warranty. Lesson learned."

"I never knew this company before till when my friend registered for her wedding gifts. Shopping was so easy & their website very user friendly. What I loved about the website was the up-selling of additional items such as gift box and the ability to allow to put a personalized messaged. Kudos for you Crate & Barrel. Way to go! "