Crate and Barrel Reviews 

I strongly urge consumers to stay away from Crate and Barrel outlet stores. I spent over $2k on one couch which seemed to be in perfect condition and was a great deal compared to what it would have cost if I had purchased it in store (based on full description provided by store employees on model and fabric). Worst experience as the upgraded, stain resistant fabric along with the stain removing directions provided by the company on this model were so wrong and within a couple months I have nothing but water stains all over my whitish sofa. I followed everything exactly. The company takes no responsibility for selling me a $2K couch that, although came from an outlet with as is, was still $2K based on these features. I wouldn't pay $2K if it didn't have these features which were part of the sell to me. What a waste. The couch is not worth $5 at this point. Save yourself time and headache and know that just because it seems like a good deal and that you can inspect it all you want and do all the research , it means absolutely nothing. Will never shop with C&B - outlet or not - ever again. They owe me at least a professional cleaning but choose to simply say that I signed a waiver for the outlet so who cares if we sold you junk!!!!

Their customer service is abysmal and their products aren’t even that nice. Never again. Currently on month 4 of attempting to get the correct color couch

I bought several wabi "Outdoor" planters and within a couple of months of being outside, the paint started chipping off of ALL of them - I sent in photos and Crate and Barrel said it was my fault for having kept them in the garage and that it was past their 30 day return policy - so too bad. That is thousands of dollars down the drain, and 10 very heavy planters leaving a mess of chipped paint on my patio that I now have to figure out. The customer service response was atrocious - and the "outdoor" "frost resistant" item should not be sold for outdoors. Not the first time I've been dismayed with their customer service either. But this was next level terrible.

I ordered a bread box on February 9th. It has been in the status of “being prepared” since this time. They give an estimated ship date and when that date comes they change to a new delivery date. I requested that the order be cancelled and I be refunded. Customer service called the warehouse and they said ok and he told me my refund would appear in 3-5 days. The next day I get an email that says the warehouse can’t cancel it and I have to wait until I get it to return it because it is being “prepared for shipment already.” I explained it has been like this for two months and I am being lied to because it is not being prepared. At this point they once again changed my delivery date today to next week. They are doing everything possible to not refund me for a product I assume I will never see. I always thought this was supposed to be a good company but I am extremely angry and feel I am getting fraudulent responses so they can keep my payment without delivering an item.

I ordered a mirror. It came broken. I returned for replacement. I received a chair instead. I returned for replacement for the mirror I was supposed to receive. About 3 hours of being on the phone over this time, and still don’t have a mirror. Lots of apologies.
I had been a Crate and Barrel fan prior to this. Not now!

I have had nothing but the run around trying to pick up an item that I ordered several weeks ago.
-I was told it was on backorder and I had to pay a portion up front--happy to do this, so I did.
-Received a notification that the item was available for pick up at Riverstone Solutions in Raleigh.
-Drove 2 hours to the warehouse only to be told they did not have it.
-Warehouse then sent another message saying it was now ready for pick up
-Their hours are M-S 7am-2 pm. The following Saturday the warehouse was closed for inventory and they would be sending the order back if not picked up by the following Wednesday. I work, like most people who order your over priced furniture.
-I have placed several calls to your customer service and the warehouse and have been reassured this would be resolved and I would get a call back-never got a call, had to continue to call your customer service.
-I requested delivery free of charge as I drove a total of 4 hours, not to mention gas and mileage without receiving my order, this request was denied.
-I requested to speak to a manager, this request was not responded to.
-I requested a price adjustment or partial credit. I never received a response.
This is absolutely unacceptable. I have never received such poor service from a company.
I wish I would have read the reviews prior to doing business with crate and barrel. Most of them are 1 star and many had the same issues I am having. I would think that these issues would have been addressed with the amount of customers who have expressed dissatisfaction.
Furthermore, I SHOULD NOT HAVE TO WAIT SEVERAL WEEKS FOR A REFUND FOR AN ITEM THAT I PAID FOR SEVERAL WEEKS BEFORE AND THAT I AM STILL UNABLE TO PICK UP BECAUSE OF THE LACK OF COORDINATION, POOR COMMUNICATION AND LACK OF COMPETENT CUSTOMER SERVICE.
I will never shop with you again, I will report this to the better business bureau and add to the poor ratings you already have.
I sincerely hope your service changes because I would hate for another customer to have this same experience.

I purchased a slipcovered daybed. During delivery the deliver man cut the slipcover with a blade. They left the bed and took back the slipcover promising to ship me a replacement. The delivery team and I took pictures and documented the image and non delivery of the slipcover. Months later and almost 10 hours of my valuable time on the phone I came home to find a clear plastic bag containing a balled up white cover to a cushion not the daybed.

Upon receipt of the cushion cover I again wasted another 13 hours on the phone trying to get the daybed cover. Fast forward six months later and still not cover for the daybed. I received n numerous text messages from a manager by the name of Omar telling me that because it's past the 30 days Crate and Barrel's policy is to do nothing. No Joke!!!!

Another 4 hours on the phone and they agreed to pick up the daybed however on the day of pick up they failed to attempt to make the pick up during the scheduled time frame or send the link to track the pick up so I could ensure someone was home for the pick up. Instead I got a call with a 2 minutes heads up outside of the scheduled pick up. When I told them I'd need 10 minutes to get home they said, too bad, we are canceling the pick up and you will have to pay for the missed pick up!!!

I'm now on hold for over one hour with no resolution. Buying from Crate and Barrel is like a self inflicted wound and your complaints are left in a black hole. They don't care and they won't care about their customers. The quality of the products they sell does not match the price point.

My next call is to Amex and my next letter will be to the Illinois Attorney General.

Great place to buy furnitures and dinnerware. The only bad experience was about an online pickup order, it took 6+ month and then got canceled without any apologies. But overall, a pretty good store.

They sent me order confirmation e-mail and charged me $262. After 4 days, I contacted them to ask my order delivery. They told me my order is cancelled and there will be no refund. They advise me to contact with my bank. They did not inform me about the cancellation. And customer service says Crate and Barrel did not initiate a charge. I showed my bank account, they say me contact your bank. Terrible, horrible customer service. Never buy Crate and Barrel online, never ever

I purchased 2 tall entertainment centers 10 years ago. for $1000 each. Each entertainment center had problems with cabinet doors from the start. Crate and Barrel did nothing. now one door just fell apart, came off the cabinet in pieces. After weeks, C&B informed me that because it was purchased 10 years ago, they would do nothing. Name of person making decision not provided. I was told the entertainment centers were solid wood. Not true, each is particle board. Poorly made furniture for $2000. Also concerned that since cabinet doors were just junk, that whole tall entertainment center might just fall down. Considering legal action if C&B does not return my money or actually do something to repair shoddy furniture.

I went to Crate & Barrel store in Arlington, Virginia. I wanted to buy a duvet cover a set of sheets and two pillowcase shams.
I went to the top floor where they had the product, but couldn’t find anything in my size.
There were two ladies sitting at a desk they made no attempt to see who was in the store. They just were carrying on a conversation.
Finally, I walked to the other side of the store where they both were sitting and said, does anybody work on the side of the store that I’m on?
They got up and helped me order my items because they did not have them in stock.
They weren’t very knowledgeable about the difference between bamboo, hemp, cotton, or linen.
I received an email telling me my products were in. I went to the cash register on the first floor and the lady that’s at the register doesn’t look at me doesn’t acknowledge me and doesn’t do anything except type into the computer screen. Then she starts to walk away I’m standing right there. I stop her and said, would you at least acknowledge that I’m here And then she went. Oh I’m sorry what can I do for you? I said I have an order to pick up she didn’t do anything she just has people running for and only one of my products was in. I would never shop at Crate & Barrel again, Pottery Barn is on the other side of the street. Their stuff is just as nice.

Excellent quality and service is almost always excellent. When service was lacking, service recovery is strong

I ordered a backpack for my son for school, he's in 2nd grade, I got his name embroidered on it. The backpack was over $100, it ripped witihn the first 2 weeks of school and I was told there was nothing that they could do for us since it was a custom order.

I ordered something more than a month ago and despite multiple multiple multiple attempts to contact Crate and Barrel I have been unable to get any answers or any resolution. Seems they literally just stole my money. DO NOT BUY FROM THIS “COMPANY”

Absolutely garbage customer service!!! Received a marble cutting board as a Christmas gift. It was completely cracked and broken. I called customer service & they sent me a replacement for it. This second marble cutting board was also cracked and someone from their company had tried to fill in or paint over the crack as if I wouldn’t notice!! Called them again and they sent they can’t send a replacement anymore because they were sold out. So I said ok send me a store credit so I can get something else. He confirms my email twice and still sends the credit to the wrong email address! Then I call again and he sees that they sent to the wrong email address but says he can’t do anything about it and he cannot correct the email address so I get NOTHING!!!! What a horrible company!!! NEVER buying anything from them again!! Utter nonsense and garbage management and employees there!!!

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.

Update:

After contacting C&B customer service, I'm happy to report that they really stepped-up and sorted out my order to my complete satisfaction.

Well done to the C&B team.
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As others have suggested...C&B employs deceptive marketing practices. They're quick to take your money, then delay order fulfillment.

I ordered $900 worth of cookware back in November to prepare for the Christmas holidays. What was promised for 2-Dec delivery, has now been pushed to the 15th.

Looks like C&B will destroy my holiday preparations.

TL;DR: Crate & Barrel sells expensive junk that breaks within months of delivery. Their customer service refuses to repair, exchange, or adequately refund for their low-quality products. They do not prioritize customers, service, or quality. NEVER BUY ANYTHING FROM CRATE AND BARREL.
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Purchased a dresser for almost $1,000. Within 4 months, one of the dresser drawers started breaking at the front/side (front panel falling) and along the side (tracks). Not what I'd expect for a "quality," expensive furniture purchase.

First, I requested Crate & Barrel to send new parts so I could fix the drawer. Customer service said they would send the parts, but they never did.

Next, I followed up requesting a repair technician, since they would not send parts for me to fix the issue myself. The repair person arrived and informed me that Crate & Barrel no longer carries the parts required for the repair. They did their best to fix the issue using the tools and parts available.

Soon after, the drawer started breaking again. I reached out to customer service requesting a refund or a replacement dresser. Crate & Barrel informed me that they cannot send a replacement since they no longer carry the dresser I had purchased. Instead, they sent another repair technician to investigate the issue. The next repair technician told me, once again, that Crate & Barrel no longer carries the parts required for the repair so he did not fix anything.

Then, I followed up with customer service requesting a new dresser of equivalent value. They refused to send one since they no longer carry the dresser I originally purchased.

Finally, I requested a refund for the full purchase price. They refused to issue a full refund. Instead, they offered a final refund of ~$200 in the form of a store credit to Crate & Barrel. First, I do not want a store credit to Crate & Barrel - why would I ever want to buy their low-quality, overpriced junk again? Second, this amount is about 1/5 of what I paid in full for the furniture, tax, and delivery for a product that was broken within 4 months of receipt that Crate & Barrel has repeatedly refused to repair or exchange for me.

Their customer service agents Adrienne Araujo, Enrique G., and Jessica K. were extremely unhelpful and not accommodating.

THIS IS THE WORST EXPERIENCE I HAD IN AGES, THERE CUSTOMER SERVICE IS USELESS, I CALLED 10 TIMES, NO HELP
THE SHIPPING COMPANY THEY ARE USING IS BEYOND USELESS. IVE BEEN SUPER PATIENT UP TO NOW BUT NOW I WONT STOP WRITING REVIEWS EVERYWHERE I CAN UNTIL MY 4000$ SOFA IS FINALY DELIVERED TO MY HOME

I have no problem with the company or its service, BUT. That’s the 5 stars. The problem—which would be 2 stars, is the product. In brief, the Wells 84” leather couch is beautiful—and terribly uncomfortable. You can’t tell that from a store visit. It bottoms out and you just can’t continue to sit there. I move to a love seat. I weigh less than 150. I wouldn’t buy again. Definitely not for you if you’re a larger person.