Crate and Barrel Reviews 

Borderline Fraud. Bought two made to order chairs paying $1500 each. Waited four months only to receive one chair from the supplier in Poland and other a display unit product which was covered in a plastic sheet, was scratched and had mud marks at multiple places. CB quickly withdrew money from my account claiming chairs were made to order. After I sent evidences they tried to offer me 15% discount in order to make me keep the product which was a used display unit. Dishonest company.

Ordered chairs from CB. They shipped and are sitting in warehouse for 6 wweeks. Nothing but lip service and no apology from CB.Disputed the charge with my CC co. and after 3 weeks the dispute was settled in my favor. There is no way I will ever order from this company again. Terrible.

NEVER AGAIN!
I started renovating a 1300 sq ft apartment. The first room was the main bedroom's bathroom. I went on Crate and Barrel and found this vanity (the one I ordered was this style with one sink only) that I really liked. I ordered it and it was to be delivered about 10 days after. Starting from a week before, I received confirmation after confirmation (email, text...) up until the very day before. I took the day off from work to receive it. The evening before I got a call to tell me that "the vanity was not on the truck" so my delivery was cancelled... I am not sure Crate and Barrel know what "confirmation" means...
I called customer service to find out what had happened. The agent said that she had never heard this before and rescheduled my delivery. I also received a text from someone named Paula who was really going to make sure everything was going to be ok. "You are in great hands" was the last words on the text.
Again I start receiving confirmations (email, text...) and took the day off to receive the vanity. THE DAY OF THE DELIVERY, I received a text (not even an agent or Paula) saying that my order had been cancelled AGAIN. I was of course furious and called customer service to cancel the order and get my money back. They barely apologized!!
The order was going to be the first of many. I have another bathroom that is going to be renovated, a kitchen and living area. I was going to order all one by one in the next couple of months and my budget was in the $12k to $15k. After this lovely experience I am going to spend that money with their competition... NEVER AGAIN!

We ordered a leather sectional couch and ottoman 7 months ago. We waited 3 months for it to arrive and when it did it was the wrong color leather. Store manager at Topanga Woodland Hills was rude and unhelpful and basically telling me I was wrong and it was the right color. I insisted that someone from the store come out and look at it (after sending the store pictures) and they too agreed this was a mistake and it would be taken care of. No rush of any kind was put on that order and we waited 14 weeks for the next sectional. SAME WRONG COLOR again. We ordered a color between Carmel and Camel and we received DARK brown. Another store manager this time told me this was an acceptable color! Took it to the corporate offices and she was very nice but her big offer was for us to keep a couch we don't like after waiting more than 6 months for a whopping 30% off. What we were looking for was a "rush" on the order being it would now be a third attempt and a discount of any kind on the couch we wanted! We returned the furniture yesterday and today our new furniture is arriving from Restoration Hardware, where I can say we honestly received excellent service!

Worst customer service I have ever experienced EVER! Would not buy from them again because of that alone! Two of my dishes arrived broken and all I needed was a simple replacement! It’s been 4 days of attempting to get a hold of someone via text, phone and chat and NO ONE HAS ANSWERED OR GOTTEN BACK TO ME.

Customer service is the worst!! Try getting a refund, makes you think they like stealing people’s money. Worthless outfit, NEVER will buy from again…..

Terrible company. Ordered bedroom set, they tried to deliver two. I refused. Ordered a sectional. They screwed up the skew and one piece will be two months late. Discovered the design won’t even fit in my space. Ordered a chair and they misplaced it so it wasn’t included with bedroom delivery. Drove two hours to be there. Never deal with this company. It’s a disaster.

I returned Axis Sectional 4 pcs Sofa and I complained many times to customer service. They keep so saying "Will report to Advance Team". In their record, my return already successfully back into their system. It is really complicate customer care as I can only text my complain.

WORST customer service ever. We ordered two accent chairs and one of the chair was broken upon arrival. And when we reached out to customer service to see 1) if another one can be sent without any shipping fee, 2) have the guys pick up the broken item, but I was getting transferred to agent after agent with no help. Currently I’m on hold to speak with agent number 7. Who knows, maybe they’ll hang up on me again.

I’ve shopped at pottery barn and this is by FAR the worst experience I’ve ever had.

I was at the Beverley Hill’s store to purchase a sofa and a bed. When the bed was delivered, I found out it was defective and unusable. I was told the defective part would be delivered the following week. When the new part came, it was also defective so it was taken back. Eventually I was able to get the right part that was defective.

Now to the sofas. I also paid for a sofa in April. Was promised it would be available by early - mid June latest . When I called to enquire about the sofa, I was told it won’t be available till August. I was told to come to the store to get a different color which I now did.

Without canceling the first order, I paid for a new one that was meant to be delivered 6/17. I called 6/15 to make sure we still on track only to be told it won’t be available for delivery till end of July. Mind you, I’ve made payments for 2 sofas due to store associates giving wrong dates to make customers purchase products.

This is very unprofessional and this I believe is not being deceitful just to make sales.

I’ll be asking Crate and Barrel for both payments back. The audacity of the customer service telling me I can only be given a store credit. They know better as they broke an agreement .

I previously bought one bathroom light-fixture and by mistake I received a full box with 6 fixtures. Since I had only paid for one, I called the store and told them about this issue. The person on the phone told me to return the extra 5 items and to compensate for my effort and for them to get the 5 items back (worth around $1000), Crate and Barrel would issue me a 20% coupon to be used on a future purchase. I now wanted to buy an espresso machine and tried to use the 20% coupon code but I wasn’t able to use it since the machine was on sale.
I find this to be unfair since the coupon was not given to me as a promotion (and I understand that a promotion coupon might not be able to be used towards a sale item) but this code was given to me because I saved them about $1000 and at the time no one said that it was not valid on sale items.

If I could leave zero stars I would. I have spent a week with misinformation and poor communication regarding my order. There has been NO ONE able to provide accurate answers or assistance. Never will I shop there again.

I bought carpet and charge the full amount the carpet should be in stock within 3 week keep getting messages it’s on back orders for weeks like all other reviews they are using your money for months that there tactics stay away from this business

Purchase Saucepan 1 -1/2 years ago rim all rough and black. Only offer 1/2 of what we paid. Terrible products at the price they charge and very poor customer service.

I placed an order with Crate & Barrel three weeks ago and kept receiving messages saying the item was on backorder. After weeks of waiting, I finally reached out to customer service myself, only to be told the item was actually no longer in stock.

This was a complete lack of transparency and communication. Had I not contacted them, I likely would have continued waiting with no real update. Very disappointing experience overall. Do not recommend.

I bought a Kitchenaid Stand Mixer for a bridal shower off brides registry and I saw the price went down by $20 dollars so I asked for a price adjustment. Conversation literally started at 9:03 am with Hi my name is Chad. Well I didn’t hear from Chad for another 15 mins. He then came back to say “I’m reviewing it slowly”. I then asked if he needed an acct number or bridal registry number and he said “absolutely, yes please”. So what was he reviewing prior if he didn’t have this info?! So, long story short I was told they were unable to provide price adjustment since the purchase was made more than 7 days ago. I think that’s bs! I prob would have understood if Chad had done a better job. Crate and Barrel needs to do a better job with customer service personnel. Chat as of 10:01 has not been closed.

Horrible customer service. 20 + minutes on hold listening to music . No matter when I call, day o Mr night, no one picks up. I will never buy from them again. And will every one I know not to. With customer service reps to assist, they must be losing a ton of business.

DO NO BUY FROM CRATE AND BARREL!!

They will say the shipped something and when not shipped they will not refund or reship until YOU call the police and file a POLICE REPORT, THIS WILL TAKE WEEKS !!!

I had a very disappointing experience at this store.

On Monday, I came in to request an exchange for a coffee machine. Giselle assisted me, and unfortunately, she was very rude and dismissive. She did not listen to my situation and immediately told me it could not be exchanged without properly reviewing the case.

Later, Diana stepped in and approved the exchange for a different machine. I want to be very clear: the machine was only opened, not really used. Based on that approval, I was told to come back on Saturday because the person who originally handled the purchase needed to be present.

However, when I returned, I am currently in the store and no one is willing to assist me. No one has even taken the time to properly speak with me or help me resolve this. I am being ignored, and no one is willing to even bring out the machine.

This is extremely disappointing, especially considering I was trying to make an exchange—not a return—and this involves an expensive purchase.

Even Elvira was not helpful in resolving the situation.

Overall, this has been a very frustrating experience with extremely poor customer service, lack of communication, and no willingness to assist the customer properly.

Ordered eight wine glasses I had to be shipped. They arrived, but we're smashed bits all of them. Call the store ask them to put eight more aside for me. They wouldn't do it. So I will simply leave this review to say do not order something like glassware or pottery wear to be shipped because they don't know how to do it you don't ship glass with cardboard thin dividers. Shame on this company