Crate and BarrelReviews of crateandbarrel.com

I understand Covid has upended everything but I have been on hold for over one hour... and still waiting. Just absurd. If they're going to take orders (and money) during this time, they should staff sufficiently to handle customer inquiries. I will never order from Crate & Barrel again.

I ordered 2 chairs on May 1 and received an email saying my chairs would be delivered May 15. I have never received them and I cannot get a tracking number from them. I am not going to sit on hold for 1-2 hrs so I emailed and texted customer service. I never received a reply via email, but did through text 2 weeks later. I had asked about a tracking number and where is my order. My reply was we were sorry that it was taking so long and refunded my shipping cost with no answer to my request on shipping or tracking number. They did say let me know if you need anything else. So I sent them back a text and said yes I wanted my request answered and then I said I would give them til 6/10 to answer me or I was going to contact American Express and deny the charges. Terrible customer service. I will not buy anything from them again

Just don’t do it. They sent me damaged merchandise then made me pay for shipping it back to them. Then I discovered I could have bought it cheaper on Amazon and had their customer service and return policy. Just don’t do it.

WORST IN-HOME DELIVERY SERVICE. When I pay substantially more to get furnitures delivered in my home, I expect the delivery guys to place the furnitures in my house as promised. Instead, when the delivery guys came, I opened the door for them, went to move my shoes out of the way, then found out that they already left, leaving a gigantic box blocking my entire doorway. What kind of "in-home delivery" service is this? And customer service line is so backed up that they won't even be able to address this issue anytime soon.

We ordered furniture from Crate and Barrel and were charged several hundreds in deposit. The estimated ship time was half a month ago (mid-May) and when we track it online it still says processing. We have tried emailing a few days ago with no response and have been on phone for literally over 2 hours waiting to talk to someone. It seems impossible to receive any word from Crate and Barrel.

3rd update: Summer 2021. We were able to return the sofa after being rebuilt 2.5 times. C&B has been great. 2nd Update: Executive Customer Service never gave up on us. They replaced the back pillows and when they arrived it was amazing how much larger they were, and they fit perfectly. Now it looks like a Petrie sofa. CS was great. And tho it all took a very very long time, it was a thorough fix. Think long and hard about those buttons - they still are evil. But overall. Happy. Update: Executive Customer Service got in touch and reordered the sofa for us to arrive in August, which it did last week. Big improvement. However. Two items that make me want to toss up my hands. First, the delivery was front-door (hello, covid) which is fine. The sofa is not heavy. But we had to attach legs which should have been a no-brainer. However, one attachment (captive bolt or something) fell into the confines of the sofa when attaching one leg. Which meant taking the bottom fabric off and locating it and reattaching - easy but should not have been necessary. Second, the seat cushions are so much improved and buttons sewed on tight like nobody's business (alas a couple of them are standing up on their sides and pinching but no big deal, cause still tightly attached) but the back cushions? They look like a Sharpei puppy. Wrinkled where the fabric should be tight and They are the wrong size. There is a fist-sized gap between them - like I had as a kid before braces. We asked them to fully inspect the sofa before bringing it to us and they said they did do that. So I gotta ask - how do you miss a gap like that? I certainly can't account for that. We really appreciate that this one is solid and the cushions are fuller and sewn better but the back is a puzzle. We contacted the person at Exec CS and nothing back after a full week and a half. Zip. Nothing. And we sent photos. Simple remedy for this one would be just replacing back cushions w right size. But for now. Meh. Not feeling the love. Purchased a custom Petrie apartment sofa in January after careful consideration and spending time sitting on the sofa in the store. It was 2x the listed price on the website since custom. Was delivered almost on time during Covid shutdown which was pretty nice. But that's all the positive there is to say. The buttons were loose to begin with. Contact customer service and took 10 days to hear back, they requested pictures. Sent pictures, waiting another ten days to hear back to either hire our own person to come in and repair or wait till they were open again. Do they not read the news? No one was coming in to repair anything in April, anywhere. We told them we would opt to wait for them to open. But then more buttons came loose and stuffing started popping out from under the buttons and if you lifted the cushions, the bottom side was leaking disintegrated foam or something dusty in the spots where buttons were. Then it started creaking on the right side, loudly when getting up or sitting and now, just moving. It looks and sounds like an old sofa but it is barely 6 weeks old. The build is terrible. I have to use a pillow for lumbar support because it hurts my lower back. That never happened in the sofa we sat in at the store. I also need to use a blanket to sit on or risk getting randomly pinched by the loose buttons. The only thing going for this sofa is that the fabric is exactly as the sample which is nice. Customer service has stopped responding to our requests for help. My review on the Crate and Barrel site for this apartment sofa was approved and went live after 3 rejections (they have specific language required) and was up for three days and then disappeared without reason. After that I contacted them through the store where we purchased the sofa (closed and not reading emails was their reply) and through their social media pages (silence). Having shopped there for expensive custom furniture in the past and having had good experiences I did not expect this level of service, even with the shut-downs. Most other companies similar to CB have delays but are responsive. This is unacceptable in the extreme. I will not spend a penny more there unless they figure out how to make this right and that makes me sad because I really enjoyed shopping with them and have nothing but pretty good experiences. But this one is just too expensive to overlook. This sofa does not represent anything like what we expected from the sample we saw in the store. Edited to add: I don't understand why CB is ignoring every email to customer service. They approved, published and removed my review on their website and sadly, the responses on the website for current reviews are less than satisfying. At this point I am going out of my way to shop anywhere else but CB and will continue to do that given their lack of communication. Is the company going out of business?

This purchase was awful and looked nothing like the picture. Some sort of cheap plastic. When I tried to return, they were offering to give me no money back so I'm stuck with it. Will never order from here again.

Received damaged item from Crate and Barrel. Item was clearly broken before shipping because the broken piece was not in the box. I wrote a review on their website, saying it's a nice item but they should check item before sending out and was told that they can't post my review. Never responded to the email about exchanging the order (it's been over a week) and have been waiting on the phone for 2+ hours now while I'm writing this review.