Complaints

This profile includes complaints for Crate & Barrel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crate & Barrel

  1250 Techny Rd Northbrook, IL 60062-5419

• 

  Crate & Barrel

  40 Old Orchard Center Skokie, IL 60077

• 

  Crate & Barrel

  4999 Old Orchard Ctr # E20 Skokie, IL 60077-1450

• 

  Crate & Barrel

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

• 

  Crate & Barrel

  600 Silks Run Hallandale Beach, FL 33009-2569

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa in April with a late May delivery date. I have made multiple calls to get updates. Not a single email about delivery updates. I have had to call, and every call takes an hour with about 30 minutes of wait time to get to a person. They will not give you to a manager and give you the run around at every turn. They make you pay half up front (which makes sense) but it is now almost mid-July, and they are now saying late August and want me to pay the balance. This is the worst online shopping experience with a company as they give you no updates or communication unless you call and they take no responsibility for their vendors. They blame all the delivery dates on them. They need to find a way to compensate (with some percentage of refund) for the lack of communication and the extreme delay. 

  Business Response

  Date: 07/10/2025

  We're sorry to hear about your experience with your order. Weve reached out to you by phone today to assist in resolving this matter. The order is ready for delivery, but when the system attempted to collect the remaining balance, the credit card on file was declined. This could be due to an available credit line or card information. Weve left a detailed voice message for ******** *****, requesting her to contact our customer care center or executive offices to resolve this issue. Were committed to helping you resolve this matter. TP

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Id like to make a formal complaint about Crate and Barrel, who refused to issue a refund or a return or an exchange on an item I purchased a few days ago. Its very frustrating that I bought the item for $499 but now its useless to me and the business is not willing to allow me to return it. The bookshelf was recommended by a local designer employed by the business. I purchased the bookshelf online but found out the bookshelf did not fit my space. To return it, I first called the local crate and barrel store. While the employee was more than happy to help me start a return, they said because my order was placed online, theres nothing they could do. Why are there different policies between their local store and online store? It was not clear to me there would be differences. I also called the online customer service two times. Both times they said they would be happy to start a return but they had to wait for the delivery status to update in their system, although the item was already delivered at that time. When I called a third time, the online *** said they cant start a return because the item is final sales. The *** wanted to help me out but the system did not allow him to issue a refund. Why did the system not allow the *** to issue a refund or return? I was under the impression that I would be able to return it when I called the business the first few times. Its upsetting that they said thats not possible eventually. Its very frustrating that I bought the item for $499 but now its useless to me. Id like the ********************** to look into this. Thanks Date of delivery: 6/28/2025

  Business Response

  Date: 07/02/2025

  We sincerely apologize for any confusion or conflicting information the customer may have received from our associate team. We understand how disappointing it can be to learn that an item is not eligible for return.
  
  Regrettably, the shelving unit purchased was a final sale clearance item, which, per our policy, is not eligible for return or exchange. To ensure transparency, this final sale designation and terms were clearly displayed in red text on the product page prior to purchase. Additionally, the same notice appeared again in red when the item was added to the customer’s cart, prior to checkout and purchase.
  
  For reference, we’ve attached screenshots that show exactly how and where this information was presented throughout the shopping experience. (AW)

  Customer Answer

  Date: 07/02/2025

  
  Complaint: 23545288
  
  I am rejecting this response because:
  
  Even though there was a final sales label on the bookcase, I was under the impression that I would be able to return it when I called the business the first few times. It’s upsetting that they said that’s not possible only the last time I called them. 
  
  I think the business should take some responsibility in this case because their designer recommended this product to me. I would not have bought this product if the designer didn’t recommend it.
  
  It’s very frustrating that I bought the item for $499 but now it’s useless to me. I do not think this is fair business practice. I’m requesting an exception for a full refund and return. 
  
  Sincerely,
  
  Echo Wu

  Business Response

  Date: 07/02/2025

  Regretfully, in accordance with our company policy, we are unable to accept a return or exchange of the Tate Bookcase. This final sale designation was noted on the product page at the time of purchase and again during the checkout process to help ensure transparency. (AW)

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23545288
  
  
  
  I am rejecting this response. Reasons noted in the previous email. 

  
  
  
  Sincerely,
  
  
  
  Echo Wu

• Initial Complaint

  Date:06/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: *********** Sale Date: 12/13/2024Associate: **** G Paid in Full Dec 13, 2024. Ordered furniture in person. Reorder of my previous order from Jan 2021 in a new color. Return customer. Mar 5. Furniture delivery incomplete. Did not receive the Lounge Deep 2-piece sectional left arm chaise part of sectional. Incorrect couch delivered and returned the same *********: ********B FINISH: LG000-HABITAT ESPRESSO FABRIC: F593 SOLANA TAUPE ****** II GRAND SOFA BENCH SALE NUMBER: ********* Mar 15. After repeatedly following up with Boca branch I was notified via email my missing furniture was not found and a new one would be ordered. Stating that it would be rushed.Apr *****. ********** company contacted me several times to collect furniture piece. They were hired by Crate & Barrel to collect the couch. I had to reach out to crate and barrel to confirmed not a swap it was never delivered for the 3rd party company to stop calling me. Jun 4. Delivery was supposed to be this day but the delivery drivers could not gain access to the military base because the vehicle they were in was not licensed or insured.Jun 4. ********** sent a confirmation of delivery report to me and Crate & Barrel. I reached out to Crate & Barrel and let them know delivery was not made.June 5. FragilePak delivered my missing furniture in a Penske truck and sent one elderly man. My son and I had to help him carry the couch into the house and unwrap it. Then my son and I had to connect the couch pieces.I would like financial compensation for late delivery. Furniture ordered in December, scheduled delivery was March, didn't receive complete furniture until June.Jun 24. ********** is still calling me to schedule delivery of furniture.

  Business Response

  Date: 07/04/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by your delivery experience. We have already reached out to you by phone, leaving a voice message to facilitate a connection. We hope to speak with you soon. TP

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my first time shopping with Crate and Barrel and my last. The customer service supervisor does not pick up. I called about returning lamps. They tell me there is a restocking fee. I was not told that when I bought this, I called first. so they lie I would like my money back. One might be damaged. I am redoing my place and working with designers, and this is the worst experience I have had. For a high end company they have low end customer service They make it difficult to shop and return, and there is no customer service. I waited for an hour for a supervisor. 

  Business Response

  Date: 06/25/2025

  We want to offer our sincerest apologies to the customer for their recent experience with our customer service team. A member of our Executive Customer Care team has spoken with the customer regarding this matter. (AW)

• Initial Complaint

  Date:06/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I earned $760 rewards dollars from crate and barrel in November 2024. These dollars expired in February. I was unaware of the 90 day policy and it was not made clear in any paperwork. Crate and Barrel refused to honor my rewards and I am now out $760 that I earned. They would not as a courtesy reinstate the rewards.

  Business Response

  Date: 06/23/2025

  We’re sorry to hear about the issues the customer has experienced with their Rewards Dollars.
  Unfortunately, per the Crate and Barrel Rewards Terms and Conditions (Section 4), Rewards Dollars are valid for 90 days from the date issued. Lost, stolen, or expired Reward Certificates are not replaceable. The full terms can conditions can be found at: https://crateandbarrel.syf.com/essimages/cs/groups/ess_webasset/plcc/@cb/en/html/ess020473.html
  
  We understand how disappointing this may be and sincerely apologize for any inconvenience it has caused. (AW)

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: ********* Order placed on 23 May 2025 as final sale, non returnable. Since this order was placed as final sale, a gift card was purchased to buy the item as it could not be returned. At the time of purchase, Crate and Barrel stated delivery would be somewhere 17 Jun 2025- 23 June 2025. This order was abruptly was cancelled by Crate and Barrel on 21 Jun 2025 without any communication to me the consumer. I called their customer service desk and they stated it was because their online ordering system cannot track inventory and oversold the item. If this is correct, this is predatory practice keeping consumers money for extended periods of time, cancelling right before quoted delivery. If there was insufficient inventory, why was this order held for over one month with Crate and Barrel cancelling just 2 days before delivery? As this was purchased on a gift card, I do not want a full refund to a gift card as I do not want to support this business given their poor customer services and experienced to date. 

  Business Response

  Date: 06/25/2025

  We sincerely apologize for this disappointing experience. This clearance item was sold out before we were able to fulfill the order and we apologize for the inconvenience.  The customer has been refunded in full, in the form of a Shop Card, which was issued on 6/21/25 and sent to her by email.  (ED) 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23501340
  
  I am rejecting this response because: their response does not address my complaint.

  
  
  Per Crate and Barrel, they knowingly oversold an item they didnt have inventory for. *********, **************** Manager, stated that ********************** knowingly oversells items online. 
  
  
  
  Crate and Barrel didnt communicate they could not fulfill this order until the delivery date had past, over a month after successful order and payment; I only found out about this issue when I was notified of my order cancellation. 
  
  

  
  This appears to be a predatory practice. I do not want funds refunded via a gift card as I do not want to support this business. 
  

  
  Sincerely,
  
  

  
  

  Business Response

  Date: 06/27/2025

  We sincerely apologize for the customer's experience and frustration.  We do not knowingly oversell products, and the cancellation of this order was an unfortunate circumstance.  There are times when there can be inventory discrepancies, typically due to damaged or broken items, but those occurrences are rare.  And we regret that it happened in this case.  

  We are only able to refund an order in the manner in which it was paid.  The customer paid with a Gift Card, and that is why the refund is the same form.  (ED) 

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23501340
  
  I am rejecting this response because: the response doesnt address the original complaint or match what the customer service manager (*********) relayed over the phone.

  This order was cancelled without explanation after the item was to be en route to me. At no point was I notified of an issue or that the order could potentially not be fulfilled. The companys response didnt address the complaint.

  Sincerely,
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Made-To-Order bed from CB2 (owned by Crate and Barrel) in February 2025. After waiting nearly six months for delivery, the bed finally arrived June 28th 2025. The order arrived missing one of its legs, rendering it unusable. The delivery team was unable to complete the installation, setting up only parts of the frame, and placing our mattress back in the partially assembled frame. They informed us a replacement leg would be sent "shortly" and the installation completed within days. Since then, my husband and I have been forced to sleep on the floor, where we remain to this day, weeks later. Since the delivery, I have called and emailed customer service multiple times, receiving inconsistent, contradictory answers and no meaningful solution. We were told a replacement bed wouldnt be available until September, and that no temporary leg could yet be confirmed. Most disturbingly, we were informed that compensation could only be discussed after a completed delivery despite the fact that the product arrived defective and unfit for use.CB2 has offered no urgency, no workaround, and no compensation, while my husband and I continue to suffer from worsening back pain and the complete inability to use a bed we paid a premium for.This experience has been profoundly disappointing and physically harmful. It is shocking that a company known for design and quality has failed so completely in product fulfillment, customer care, and basic accountability. I am seeking formal compensation and have escalated this issue to senior leadership. I hope others proceed with caution when ordering from CB2 or Crate and Barrel.

  Business Response

  Date: 06/13/2025

  Thank you for bringing this experience to our attention. Our executive customer care office has already reached out to Ms. ******* regarding her unsuccessful delivery of the ***** **** bed. Ms. ******* is aware that we are dedicated to collaborating with our teams to resolve this matter as swiftly as possible. TP

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* Im filing complaint and refund havent issued for the order I didnt receive When I called in regarding this matter crate and barrel offered replacement I'd like refund to be issued to be original payment method.

  Business Response

  Date: 06/15/2025

  We apologize for any inconvenience experienced by the customer.  The tracking information for the purchase of the 4 in 1 Air Purifier shows that the item was delivered on June 10, 2025.  The customer contacted us on June 11 and a replacement was ordered.  Tracking for the replacement shows it is expected to be delivered on June 18.  

  In another order, the customer returned a purifier.  We have confirmed the return and the refund to the PayPal account has been issued.  (ED) 

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23459941
  
  
  
  I am rejecting this response because:
  
  The second order for the purifier I don’t need the replacement please reroute this replacement order back to crate and barrel and issue me a refund 
  
  Sincerely,
  
  
  
  Alina Lee

  Business Response

  Date: 06/18/2025

  FedEx tracking indicates that the replacement purifier was delivered today.  I have processed a refund to the customer's PayPal account. She may keep or donate the purifier as she sees fit.  We do not need her to return it.  Thank you. (ED) 

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from crate and barrel in Jan 6, 2025, that got delivered to us on March 8th, 2025, with the expectation of receiving high-quality, family safe product as assured at the time of purchase. However , within just two months of light use, the sofa began shredding sharp feathers that produce through the fabric and scatter onto the floor and cushions. this is not a case of normal wear and tear- it is a serious product defect. The feathers pose a choking hazard to my young kid, who has already tried putting them in her mouth and am expecting another baby soon. I reached out to crate & Barrel customer service multiple times requesting a full refund due to the health and safety risk. Their team responded by saying that feather migration is "normal" and advised vacuuming and fluffing as a solution- none of which resolves the actual danger of the defective construction of the product and the choking hazard it still poses to my young one. Despite sharing photo evidence, the issue has been dismissed as routine. The sofa is marketed and priced as a premium product but has proven unsuitable and unsafe for a home with children. The lack of meaningful response, responsibility, or refund from the company has left me no choice but to seek help through formal channels. 

  Business Response

  Date: 06/15/2025

  We apologize that the customer is unhappy with their purchase.  The cushions on the Oceanside Sofa are wrapped in a fiber-down blend which contains down feathers. Feather migration is normal and to be expected.  Regular maintenance, fluffing and rotation of the cushions, will help to reduce feather loss.  

  Our customer care team has advised the customer that they can replace the cushions, but they would be the same construction.  The customer was advised that by contacting the store location where they made their purchase, there may be alternate cushion options that can be ordered. (ED) 

   

   

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23446550
  
  I am rejecting this response because:

  Im writing to correct a false claim made by Crate & Barrel in their response. They stated I was offered alternate cushion options and a path toward resolution. This is simply untrue.
  
  At no point was I offered any replacement, repair, or alternative cushion option. The only response I received was that feather migration is normal and that I could contact the store in case their policies differ. No concrete assistance was given, and there is no record of any viable solution being offered.
  This is not a minor issue. Within 2 months, the sofa began shedding sharp feathers, which are now loose throughout the cushions and floor. This poses a real safety hazard to my young kid and during my pregnancy. I purchased this as a safe, family-appropriate product and it has proven defective and unsafe.
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/17/2025

  The customer indicated that the store may have given different information regarding a warranty than what our company policy states.  On June 9, a customer care associate indicated that replacement cores might be an option, but would be the same feather-down materials, and suggested that perhaps the store could order a non-feather option.  

  We have since been notified of a dispute of charges by the customer's bank.  At this point the order is no longer paid for and we are unable to service the order in any way.  (ED) 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are still making false claim of any replacement of core offererd on june 9. I have already shared all my written comunications with crate and barrel as proof. Please ask them to produce any proof of the resolution offered. They have not reached out in any other way to me. I had no hope from them of any resolution so I raised a dispute with my credit company. At this point I am relying on my credit card company to defend us, they have all the proofs too debunk their false claims of replacements offered
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23446550
  
  I am rejecting this response because: 

  It was closed as resolved, but I made it very clear in my last response that the issue was not resolved and that the business made false claims without evidence.

  
  

  The company has not provided any solution or taken accountability. I am attaching/supplying additional context if needed.

  
  

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an outdoor furniture set that consisted of a dining table and six chairs. We store the set in our basement in the winter months. We recently noticed that the finish is peeling. We contacted Crate and Barrel and they have responded by saying that peeling and fading is normal and to make sure we keep it covered to prevent this from happening. What we found disturbing is that if you look at the product on their web site, there are many reviews that state the same problem that has occurred in a short period of time. There are pictures in the reviews that support the complaints. I can understand that a painted product will peel and fade over a long period of time, but not in two years. They are selling a product that has failed and refuse to provide a substitute or refund any money. They should not be able to sell something that fails so quickly. They admit the problem in all of their responses to the bad reviews. They aren't denying there is a problem. They just refuse to honor the requests for replacement or refund. We are seeking a complete refund as they no longer sell this set. They have given us a 30% store credit in an attempt to resolve the issue. This is unacceptable, but is an obvious admission that there is a problem with the set. I have provided a screen shot of the email that I received.

  Business Response

  Date: 06/16/2025

  We have reached out to the customer and offered a resolution.  The issue has been resolved (ED) 

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am very pleased with this resolution.   I appreciate the time and effort they put forth to resolve the issue. 
  
  Sincerely,
  
  ****** **********