Crate and BarrelReviews of crateandbarrel.com

Worst customer service experience ever. First, we got the Crate and Barrel credit card and it was sent to the wrong address. Then, 3 weeks after purchasing our Crate and Barrel couch it arrives with a tear and smudges on the fabric. I called and was on hold for 40 mins before I gave up and tried text. I started that thread 3 hours ago. First someone got back to me after an hour, I went through the whole things, even sending pics, before he magically disappeared and someone else jumped on the thread and responded like it was new. Now, 2 hours have gone by and I have heard NOTHING. Crate and Barrel is expensive. We just bought a new house we have to furnish and I will not purchase from them again.

I would give zero stars if that were an option. I ordered the black Large Casement Metal Sideboard for my dining room back in May. There was no indication that it was back ordered on the website. I was aware that there was a deposit due at time of purchase, but then I was charged the remainder of the total cost before the product was even scheduled for delivery. When the product was finally delivered on July 27 it was NOT what I'd ordered, not even close. I refused delivery. I then called customer service and sat on hold for a full hour. The CSR was very nice, to his credit. He explained that my item was discontinued, but there looked to still be one in stock. He said he would call or email me back to let me know if that last one in stock was designated for me or not. He never called back or emailed. I looked multiple times for my customer order on the website (when the website wasn't down), but there was nothing, no record of it. I called customer service again about two weeks later. This time I was on hold for 90 minutes. When my call was finally answered I got another CSR who was also very nice, and he went about researching my order. It turns out the product was on back order still (though still discontinued...?). The CSR emailed me right after the call to tell me that my product would be available after 9/1, and that someone would contact me when it was time to schedule delivery. It's now 9/15 and no one has contacted me. My order number continues to not show up as ever having existed on the Crate & Barrel website. In the meantime, Crate and Barrel appears to have recently removed their customer service number from their website and replaced it with a text option, instead. I had to google the customer service number to find it all. I am currently sitting on hold once again (so far, for 35 minutes) writing this review. This used to be a good company, but they just suck now. Once I get this fiasco resolved, I will never shop here again.

Where on the website does it specify that "made just for you"is not returnable! Custom orders are not. I was under the impression I could return the desk I ordered! You need to fix your wording on the website!!!!!! I am now left with a desk that the color is not what I expected!

I wish I could say I've loved my experience with Crate and Barrel ... but I'd be lying. I ordered the Petite Lounge II 2-piece sectional on August 2. When placing my order I was told that delivery would be between September 20th and November 8th, because it was a custom order. No mention was made that the sofa was currently on backorder. I decided to check the status of my sofa using their order tracker, and noticed that the status field was blank. I found this odd so I immediately attempted to get in contact - I say ATTEMPTED because it took my over a week of constant phone calls, emails and web chat attempts to finally get connected with someone. The person on the live chat informed me that the status section was blank because my sofa was on backorder. She indicated that they expected to receive in at their warehouse in mid-November and then would send me a shipping notice once it was ready to be shipped out to me. I immediately responded asking why I hadn't been notified that my item was on backorder, especially since the backorder pushed my delivery date outside the originally quoted timeframe. Instead of answering my question she ended the chat and I got a nice little auto message thanking me for chatting with them. I'm VERY disappointed. I purchased this sofa because I am moving into a new place on October 1st and have already sold my sofa. I waited to place the order until October 1st based on one of their representative's guidance that placing it any earlier would result in the sofa being ready for delivery before my move-in-date. Now I'm faced with moving into a new apartment and having no sofa for 1-2 months. I just hope I have no further issues because I'm really not looking forward to spending another week trying to get ahold of them. When I spend $3000 on a sofa I expect better customer service. Likewise, when I spend a good chunk of money for white glove delivery I expect my item to be delivered within the quoted time frame or compensation to be provided for the delay, OR at the very least, to be notified of the delay and apologized to.

I recently placed an order with them. First of all, they charge shipping and then the product sits in their warehouse for good 10 days before getting actually shipped but they still say it was shipped the very next day of placing order. They should not charge for shipping specially in this competitive retail market. When I finally received the package, one of the pieces was broken but there is no number for their customer service for me to call. I try their online return and exchange but there is only a return option, no replacement and after paying shipping and getting a damaged product they expect me to drop off the product so they can issue refund and yet if I need the same product I have to reorder and pay shipping again. Thats really not right. So, I decide to chat with someone and though its during normal business hours for 45 mins there is not a single chat person available. It was my first and last purchase. I would not want to give business to such a company whose customer service is soooooo bad in the era of amazon, wayfair, etc. Pottery Barn is comparable to them and they offer far better service.

I recently complained to Crate and Barrel that they do not make it explicit to customers on their website that products they sell that are advertised as "leather" items are actually bicast leather items. Bicast leather is a cheap material that cracks and peels with daily use after a short period of time. I purchased a bench and an office chair, and I am now having to get them reupholstered. Bicast leather is not the same quality as genuine grain leather. Most customers, however, are not aware of the difference. The representative justified selling these products because they are sold at "a good price that most customers can afford." That is not an ethical justification for selling inferior products to unsuspecting customers. Crate and Barrel needs to put the word "bicast" in their title description of benches and other products that use this inferior material that was originally used in the apparel industry for glossy shoes. Shame on Crate and Barrel for trying to pull the wool over customers who do not know any better. Buyer beware!!!!!

Have 4 Tig chairs. ALL of the black plastic gliders broke within months. My son purchased 6 chairs. All of his broke too. Ordered replacement gliders, which are plastic about an inch long that attach to the legs of the chairs. $ $872.47!!! Gee. Whoever took my order must have forgotten to tell me the gliders cost more than the chairs

The 800 # says "thanks for calling, we are closed", and hangs up. No mention of Crate and Barrel. Ordered a knife set a week ago. Not a peep that it shipped.