Crate and Barrel Reviews 

Very disappointing experience with Crate & Barrel – still chasing my refund

I placed and paid for order on October 11. The item was delivered on October 19, but unfortunately, it arrived with scratches and missing pieces. For a brand like Crate & Barrel, this was already disappointing.

I contacted customer service and was provided with a return label. I returned the item the very next day, October 20. According to FedEx tracking, the return was delivered to Crate & Barrel on October 21.

However, when I contacted customer service on October 28, I was told that the warehouse was still unable to verify receipt of my return, despite FedEx tracking clearly showing that it had been delivered on October 21st. The agent told me they had requested an update from the warehouse and expected to receive a response within 24 hours.

Nobody contacted me with an update. I therefore had to follow up again today, October 30. To my disappointment, the new agent told me that they would need to submit another request to the warehouse to verify the return. In other words, I was back at the same point, despite having already been told on October 28 that an update had been requested.

I initially asked for a replacement, but after this experience, I no longer wanted to wait for another item. I requested a refund instead. I was told that the refund could take another 7–10 days after the warehouse confirms the return.

I find this level of customer service unacceptable. The item arrived damaged and incomplete, I returned it immediately, and I have proof that Crate & Barrel received it. Yet, more than a week after the return was delivered, the company still cannot confirm receipt internally, and I am the one who has to keep chasing updates.

A good customer experience is not just about selling attractive products. It is also about taking responsibility when something goes wrong and resolving the issue in a reasonable and timely manner. Unfortunately, that has not been my experience with Crate & Barrel.

I hope the company takes this feedback seriously and improves its warehouse communication, return handling, and refund process.

Yowza! We’ve spent nearly $30,000 at crate and barrel and we’ve had to call repeatedly without any success regarding one of the custom couches we’ve purchased from them. I sat on hold for 30 minutes once again today and finally had to give up. The company is claiming I’ve never called or sent pictures of the defective couch when I’ve sent screenshots of my conversations with them and have proof of calling dozens of times. Overall we love the style of their products but it’s not worth it for the quality and lack of customer service when there is a problem.

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!

I ordered items in June for our new house. Wanting outdoor furniture for use this past summer. No updates, no communication and the items were delayed until September 8th. Call and ask why? The items are listed as available on website. Just promise to work to get them as fast as can and a nominal credit. Then the items get delayed until December, so no chance of using outdoor furniture at all. Again some items listed as available on website and some now saying unavailable. But get emails saying you forgot to order (the unavailable items). I call and I'm promised a dedicated person to resolve this for me, get me the furniture that is currently listed as available and find out what is going on with items listed as unavailable. No response for two weeks. Call back. Ask for my dedicated person and they promise to call back. No call. I ordered items from R&B and they were there a week later. Fantastic service. I don't know what happened to the once great Crate and Barrel, but can no longer recommend them. Not surprising to see that they have many 1 star reviews.

The one star is because the furniture itself is nice. In April 2026 I had a design consult for my roof deck. Oder placed 12 May and was supposed to arrive in late June. The delivery was delayed multiple times and I still have a table that has not arrived despite receiving at delivery confirmation notice yesterday ( surprise, it isn't coming ). There were multiple failures in notifying me about delays, the furniture designer did not measure correctly and the furniture that did not fit as anticipated, planters arrived broken and I had to call an advanced customer service number to receive any meaningful assistance. Unless you want to wait almost 5 months for your furniture and extreme frustration, use another company

I ordered a crib sheet for my baby's nursery and the color was not as depicted online. I started the return process and they were going to charge me $16.00 to send back a $35.00 crib sheet. Needless to say, I just kept it but will never order anything from this company again. I hope they go under.

I had the worst experience with crate and barrel in Canada. I ordered a sofa on June 23, 2026. Originally it was going to be ready for pick-up 2 weeks later, then 3 weeks, then middle of august, then beginning of September. I got the message I could schedule my pick-up from the store, which i did and scheduled for September 9th. then on September 7th I get told that there was an issue with my order and I needed to reschedule as it hadn't made it to the warehouse yet. I called the next day, they could not give me an update so I had to wait for them to reach out to me again to schedule pick-up. then on the 9th I get a message that I have to call to reschedule to then be told my order, THAT I ALREADY PAID FOR, has been discontinued and to bad so sad nothing they can do about it other than help me pick out a new couch at full price which they then would deliver for free. ABSOLUTLY WORST SERVICE EVER!

Worth customer service experience for years. Received defective items for kids birthday. They offer 15% discount but we were not ok with that. Instead of match extra 150$ they offer full replacement in next month what was not good for us. Person from leadership team (she described herself ) definitely could do a math towards company. All discussions took three days and wasted 3 hours on phone.

Poor quality of furnitures. After more than 3 months of waiting, they delivered the furnitures without undergoing quality control. It was delivered damaged. When I told them that I will just return them, they gave me dates, confirmed it then cancel it the same date of delivery. It happened several times. So its not only poor quality of furnitures but poor customer service.So It’s a total waste of time and money not to mention the stress you will experience by just calling them.

Made an order of nearly $20,000 on May 2nd. It's now August 24th.

The company could not tell me where or if the order would be delivered. I had to reach out to my credit card company for support.

I placed an order for pick up at a warehouse that’s close by me, I arrived for pick up, the person was able to load the item into my car without issue, I realized they needed me to put the seat down so I went around to do that, they loaded the item into my car and everything was completely fine.

As I was securing my item, some random guy who was not involved in the pickup at all started accosting me about how “next time” I should help them load the item into my car, berating me with insults over absolutely nothing. His breath wreaked of alcohol, speech slurred, etc., this was probably the most insane experience I have ever had with a furniture store.

Not to legitimize his concern, but had the employee asked me to help them I would have definitely helped them, however, in a warehouse environment, communication is essential, and since they didn’t ask for help, I didn’t feel the need to get involved, this is their job, it’s what they’re paid to do.

So to the drunk that works at the Crate and Barrel warehouse in Eagan, Minnesota, don’t worry about me, there won’t be a next time.

Had dinner at the crate and barrel in Sturbridge, the waitress Theresa was horrible.. we sat down and she came and took our drinks orders then we told her that we were ready to order our food. And she gave us a look to kill she then came back and slammed the drinks on the table and came back with the biscuit and literally threw them on the table.. and the same with our food.. she then asked us if our food was good and we answered her. We said yes, and then she gave us the bill. We wanted to order dessert. She didn’t even come back. we had to wave her down to come back to get dessert and she was so upset and angry that she had to redo the bill. this is poor Customer Service. I have been in the hospitality business for 25 years an
I’ve never been treated that way when a waitress is throwing food at you and unhappy and in a rush. Will not be returning. need to spend more time on training your employees on hospitality.

Just a reminder to spend your money elsewhere. This company is a joke, the customer service is a joke. I ordered a couple benches for my guest house and they forced me to have in home delivery which meant my units set in a warehouse 20 min from my house for 14 days waiting to be delivered, C&B would not allow me to get them even though I had paid for them. C&B is trash, I will never spend another dollar here.