Crate and BarrelReviews of crateandbarrel.com

Extremely poor service. I sent an e-mail to their customer service email address on 12/07 and as of today, 12/11, have still not heard back, other than an email that said they would get back. Meanwhile, calling the 800 service # is no better. Numerous calls just result in unacceptable hold/wait times. I am currently on hold 23 minutes so far. Sigh!!!!

I thought this place was top-tier... Ordered two lamps; one came broken. The online returns/exchanges service doesn't seem to have the functionality for an exchange. I was going to do a return and re-order, but they charge for shipping both ways. Called customer service; Kimberly Monroe processed my exchange. A pickup of the broken lamp was scheduled for an 8am-12pm window... a no-show. Call Customer Service and you. are. going. to. wait. Your default automatic response message can't be "Our call volume right now is higher than usual..." that just means that 1 hour wait times IS YOUR USUAL. I'll never do Crate & Barrel again. $1000 price tags, dollar store service.

I ordered some furniture almost 3 months ago and still waiting for one piece. Availability date keeps changing and they charged me money but they don't even bother keeping you informed that the delivery date so you have to call them all the time. Finally scheduled the delivery date but with the item not being in the warehouse, who knows what may happen. My advice would be to only buy what they can confirm on the spot because you will be waiting an eternity for it to arrive. sadly this will be the last furniture we buy from Crate and Barrel.

Crate and Barrel has the worst online order and customer service I have ever seen anywhere. I orders two different items and paid for separate wrapping (extra charge for that of course).Items came in in one box wrapped together.So ,I get in touch with their customer service who resent the items,promising to refund me the money I paid for the wrapping and extra box(8 days later,still no sign of the refund) ,and guess what,they came in ,they were AGAIN in one box.Now the second mishap arrived a day before i was to give those presents to two different people which forced me to spend Saturday driving around to find adequate boxes to wrap the presents separately so that I can make my friends happy.. Of course,i contacted C&B again and they offered to send me a 50.00 dollars for the two wrong orders.I turned their offer down because they are the one who twice made the same mistake in the same week.They seem to be very oblivious or I would say,not concerned at all for their mistakes or for wasting my day off to find presentable boxes and wrapping,and they said they will forward my emails to their Home office to find a resolution,adding that I will be contacted within 48 hours. 96 hours later I still haven't heard a word from their home office,so i sent another email and this time ,the next day someone called me,apologized,saying the email was not sent to them until today.So now i am looking at customer service that lied or was lazy,not sure which is worth and still no resolve for two orders that they didn't fix. Home office upped the bribe to 100.00 gift card (that's what they called resolving the waste of my day off and ruining two perfect gifts for my friends.Yes i turned down their offer,but also told them social media will hear about this.It is not a question of revenge at all, a company like C&B proved to be unorganized,liars and seem to not care about their customers and that is what I am showing here.

I ordered two counter stools 4 days ago, and the confirmation said they were shipping in late October. The item description said they were shipping in late December, and when I just called to check the likely ship date I was told February!! So, I tried to cancel the order because that is too far out. They told me that the cancellation has to be within the first 3 days, and it has been 4 days so I can't cancel. So, they're telling me to wait until February, but I can't cancel in October, 4 days after placing the order, when they have pushed the delivery date out to an unacceptable time frame. I have bought many items of furniture from C&B, but they are *very* hard to do business with, and in the future I would only consider buying something in stock and promised for immediate shipment. I might not even do that, because I don't trust them any longer.

My last shop experience with C&B has been a nightmare. My order was close to $9,000. Every time I called to ask for the status they gave a new delivery date. I have removed items they don’t have from the order so I can get the rest delivered. A month later and no delivery date yet! This was my last purchase at C&B.

Staff is not technically trained to handle orders. This causes billing issues and delivery delays. Never trust their delivery dates as they will invariably delay or the items with missing parts.

This is specific about the Palo Alto store, horrible customer service and horrible management. Be ware about getting your order and they way they will treat you. Stay away from this store and save yourself lots of time, headache and money.