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

  250 Granite St Braintree, MA 02184

• 

  Crate & Barrel

  4006 Westheimer Houston, TX 77027

• 

  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

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:12/05/2024

  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.

  Order placed on October 18, 2024, with order number *********. Despite numerous follow-ups and assurances, my concerns remain unresolved. Below is a detailed timeline of events:10/25/24: The product arrived damaged, with the box poorly taped and Styrofoam shredded. I contacted customer service and spoke with ******* ****, who identified herself as a supervisor. She assured me a replacement would be provided, and ******** generated a ***** pick-up label on 10/28/24. I informed her of my travel plans (leaving 11/7/24) and was promised delivery of the replacement before then.10/29/24: I took a day off work to accommodate ***** for the pick-up of the damaged item, but no pick-up occurred.10/30/24: I contacted customer service again and spoke with *****. He explained that the previously generated label was incorrect and issued a new one. ***** assured me that management would contact me within ***** hours regarding my complaint. The damaged item was returned the following day.11/4/24: I spoke with ******, who informed me there were issues with the replacement shipment, and I might not receive it before 11/7/24. I requested a full refund instead.12/1/24: Upon my return to *****************, I discovered that the refund had still not been processed. I contacted Annique, who could only apologize for the delay without offering a resolution.12/2/24: I spoke with Rolric, who assured me that leadership would contact me the same day and resolve the matter.12/5/24: Despite repeated assurances, no leadership team has reached out to me, and the refund remains unprocessed. I started a chat with *********, but after explaining the situation, I received no response.This situation has caused significant inconvenience, including the loss of time, taking leave from work, and enduring a prolonged resolution process. I request immediate action to issue my refund and an explanation of why this matter has been mishandled for nearly two months.

  Business Response

  Date: 12/07/2024

  A member of our leadership team spoke with the customer on December 6th regarding this matter and has issued the refund. (AW)

• Initial Complaint

  Date:12/05/2024

  Type:Delivery 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.

  I ordered a couch and 2 chairs from Crate and Barrel on 10/20/2024. I deliberately chose furniture that would not require customization because that would delay shipping, and I wanted to receive furniture quickly. I was first contacted by a shipping company, **********, to arrange delivery on Nov. 1. Delivery was scheduled for Nov. 7th, then canceled abruptly because they were "still waiting on 1 item to be shipped" from Crate and Barrel. I contacted FragilePAK several times between the 7th and now to check up on the delivery. I also contacted Crate and Barrel (who blamed everything on FragilePAK). Well, "delivery" was today, December 5. I recevied...ONE CHAIR. That's it. ********** claims they just received the couch TODAY and will deliver it soon. The missing chair was evidently mislabeled by Crate and Barrel, so it will be shipped from them to ********** on Dec. 12th. Incompetence abounds! Wow! How hard is it to ship an order?! I will NEVER purchase a thing from this company. This level of incompetency is unbelievable. 

  Business Response

  Date: 12/07/2024

  We want to offer our deepest apologies to the customer for the shipping issues they have experienced with their order. We are working with our delivery partner, **********, to resolve the situation as quickly as possible. FragilePAK is working to deliver the sofa as soon as possible, and the replacement chair is scheduled to leave our warehouse on December 12th. We have also refunded the cost of delivery as an apology for the inconvenience.(AW)
  

  Customer Answer

  Date: 12/14/2024

   
  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 would like to add though, that their partnership with ********** is absolutely absurd to continue. Our couch was delivered, yes, BUT it was delivered to the wrong city completely - to a city building 30 minutes from my home. A city worker happened to read the tag with my husbands name and recognize it since my husband has worked in politics. He was able to get in touch with someone my husband works with to let him know. My husband then had to physically track down the delivery truck to try to communicate with them about where the couch should have ended up. They did drive back and get the couch, delivered it, and refused to unwrap it (because their hands were dirty). My husband unwrapped the couch and then the delivery workers took pictures to show their work. ABSURD. I cant wait to get the chair and be done with the company and their ridiculous delivery options. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/04/2024

  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.

  In October, I was in a Crate and Barrel store and because of the number of items we were buying for our new home, the representative recommended that we sign up for the Crate and Barrel ********** to receive 10% back. She did not go into details about how that 10% could be used, only that it could be used in store or online. After a couple weeks we received multiple $100 rewards certificates via email. On November 29th, I went to ************************** to order a flatware set with a subtotal of $108.45. The online checkout gave me an option to use our rewards which I chose to do, but at no point did it say anything about any remainder of any certificates being forfeited. After the order was placed and shipped, I noticed in our account that $200 had been used. I contacted customer support by chat and by phone and both representatives said there was nothing that could be done even if I returned the item and paid with credit card instead. I have essentially lost $91.55 in rewards. This also tells me that if I had returned an item because it wasn't what I wanted, Crate and Barrel would just keep my rewards benefits without delivering any value for that lost remainder.Further, I have reviewed the online details of the rewards program and it states that rewards dollars will be issued in increments of $20 which is not the case and I see nowhere in the ********** account to change the disbursement amount. I have attached an image of this language from Crate and Barrel's site. If it had only been increments of $20 as stated, I would have lost out on much less. By increasing the disbursement amount for rewards, it forces customers to spend more in order to gain the benefits of the credit card and increases the likelihood that a remainder of rewards will be lost.I find it deceptive in how Crate and Barrel is marketing the Mastercard which is meant to encourage customers to spend more and be loyal to the brand while not fully delivering on the benefits that are being pitched.

  Business Response

  Date: 12/05/2024

  A member of our *********************** team has reached out to the customer and is currently assisting with this matter. (AW)

• Initial Complaint

  Date:12/03/2024

  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 a Lounge Deep 3-Seat Grande Sofa couch at Crate and Barrel online after seeing it in store. It was delivered August 31st, 2024. Shortly after it was delivered, the couch began to have a few feathers stick out and soon after there were feathers coming out by the tens every day, they have scratched our small child to the point of bleeding on her arm and leg and have scratched me as well on multiple occasions. We have contacted Crate and Barrel over 5 times seeking a resolution, each time met with promise that someone will call us or a technician will come out to inspect the couch, no one called us and no technician ever called. On December 3rd after yet another call to Crate and Barrel we were told that its just "feather migration" and its "normal". This was never mentioned in any of the online listings, descriptions or care guides of the couch both before and after purchase. We would have never purchased this couch if we knew this was a possibility and that it would be a hazard to our families safety.After speaking to multiple representatives that kept denying any type of resolution and took no responsibility for the harm their couch has already caused, they finally agreed to have a manager reach out later in the day. When the manager finally reached out to us he said that because the couch is considered a special order no return or replacement will be made as we agreed to purchase it, and the most he could do was replace the cushions with ones without feather filling. Changing the composition of the cushions would materially change the couch, we chose this particular couch after sitting on it and a lot of research, we do not want completely different cushions and do not wish to keep a couch that has already caused us harm and distress.This couch was falsely advertised and no effort was made to inform consumers about the "feather migration" - if it is normal, and it can cause harm to the consumer it should be clearly disclosed. We seek a refund.

  Customer Answer

  Date: 12/04/2024

  Attached is the receipt for the defective couch. 

  Business Response

  Date: 12/07/2024

  The customer has been in touch with our ************* Leadership Team regarding this issue.  Feather migration is normal and is not considered a defect.  The customer purchased a non-refundable, custom-made sofa.  We have extended an offer to have the seat and back cores replaced with a non-blend (no feathers) option to address her concerns.  (ED) 

• Initial Complaint

  Date:12/02/2024

  Type:Delivery 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.

  I purchased a shun 8 piece culinary knife set online at Crate and Barrel. The knife set was purchased on the 14 of November 2024. After the knife set was purchased an order number was received. The order number was *********. The team was a direct ship from the Vendor but was available online. Once I received the order number I thought a tracking number would be sent as well but was never received. I called Cate and Barrel on the 15 because I had not received any tracking number yet. Crate and barrel proceeded to tell me that the items in question had been shipped on the 11 and delivered on the 13. I never received any knife set and still do not have a tracking number for this item as they still say preparing to ship on my account. The item total is ****** I would just like a refund on my account.

  Business Response

  Date: 12/07/2024

  ******* ******* was required to submit a completed police report regarding stated non-delivery of the Shun knife set, since ***** tracking and photo confirmed delivery of the order. The completed report was received from the customer, and reviewed. Based on this information, a one-time gesture of a refund was supplied to the customer in the form of a check send, since the customer said that the original form of payment for this order was no longer an active credit card. They should receive the check send refund in 7-10 business days. TP

• Initial Complaint

  Date:11/26/2024

  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.

  I initiated a return within the 30 day window of original purchase date on 10/18/2024. I returned the order to the company warehouse on 10/28/2024. I have been in contact with the company since 11/23/2024 but every time I call them Im told I have to wait for a confirmation from the warehouse that the item has been returned, even though my account page shows as item returned. Ive made 3 separate phone calls. Still no refund.

  Business Response

  Date: 11/27/2024

  We apologize for the delay in refunding the customer.  There was confusion as to which SKU was returned as there were multiple orders involved.  

  The refund was processed today, November 27, 2024 to the customer's credit card.  (ED) 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22608448
  
  I am rejecting this response because:

  matter Has been resolved 

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

• Initial Complaint

  Date:11/22/2024

  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.

  Ive had two issues your team has struggled to resolve 1. I have a light fixture I purchased with a crate and barrel credit card that wont go through a I've chatted multiple times and folks say that the order is fine and pending but it still hasnt gone through 2. I have tried to place an order for an Axis Sofa but was unsuccessful. I waited for fabric swatches for several weeks without success - I ordered twice but they never arrived. I tried to placed Tuesday night but the website broke. I emailed twice and didnt hear back. I am beginning to think your company doesnt want my money. Id love to hear from you in the next 24 hours to resolve both issues. And for number two, Id appreciate if you could honor the ongoing promotion at the time, else Ill go elsewhere. Thanks. 

  Business Response

  Date: 11/29/2024

  Thank you for bringing this to our attention. Upon reviewing this order, we do see our Retention and Recovery Team has diligently been working to resolve your order. This flushmount light purchased was and continues to be on backorder when you placed this order. Backordered housewares items will not be charged until they are arrive and prepare for shipment. There is no known payment issue on this light order. As for the sofa, we are very sorry to hear there were issues with your swatches due to address issues and the use of several email addresses and customer contact duplicate information provided. We do see you were able to be assisted instore with the swatch and that ***** has updated your contacts submitted by you to provide future accuracy to your orders placed online. ***** continues to assist this customer, requests for additional compensation beyond what was given as a customer service gesture will not be honored at this time. We have reviewed this with the currently assigned associate and are confident they are handling this order as intended for the customer.   (DR)

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22595068
  
  I am rejecting this response because: Ive been waiting for several weeks to close this issue with *****. I have reached out several times over the past few days with minimal response. We are in the process of a significant renovation and each week that we delay these items is another headache. The sofa itself we wanted to order more than a month ago but it has been severely delayed. I would greatly appreciate if you could escalate this to a higher level supervisor who is more responsive and able to close this issue out. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/02/2024

  Upon reviewing the concerns in your rejection. We do show that ***** has been very responsive and if needed by BBB we can show correspondence, dates and lists of responses. Latest response was 3 days ago and ***** states she will send an additional update today, current order is on financial hold without payment, and second order was not placed yet so, no active orders are present. She has contacted you several times a week and provided all updates available to you. In regard to the backordered light, we are awaiting that shipment to fulfill the order. We do not have access to your financial details through your lender, **************, and any payment issues cannot be resolved with Crate and Barrel for that directly. You must contact the bank to resolving the issues with your payment to the order. This has been noted and discussed several times with our Retention and Recovery Team. Once a new card is received or complications are released, we can then process the payment for you on this open order. ***** did offer to issue a payment swap which you declined. - In regard to the sectional, you have not placed this order and without an active order we are unable to provide assistance to a quote only, and discussed compensation would need to be done within an active order only. She has offered several compensation resolutions that Management has agreed is fair and just to the current situation. This included allowing a 10% discount and the offer of an additional 10% Misc Credit to accompany the lost rewards. Using the Crate and Barrel Credit Card you would still be eligible for the Rewards to this order. In total this is a 30% compensation to this future discussed order, which exceeds the previously missed sale when you did not place your order within timeframe. We understand you are not satisfied with these resolutions and wish to further escalate.  ****

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22595068
  
  I am rejecting this response because: ***** has gone several days without contacting me and Ive had to follow up when I didnt hear back. It has now been 2 weeks since I initially reached out and we still dont have a resolution.

  You are repeating what has been said with misinformation such as the fixture isnt available (it is per an an email from ***** Friday) and you all have completely ignored all of the challenges Ive raised with your financial partner which Ive found very challenging.

  You appear to simply be working to defend the prior actions of your company rather than finding resolution here. Please have your manager contact me directly via phone to discuss further. 

  
  
  Sincerely,

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

  Business Response

  Date: 12/05/2024

  Thank you for the additional feedback. When the initial BBB was issued the light was still on backorder, which recently changed this week and it is now available. The order was on hold due to payment issues, which I see now was updated with our **************** Team yesterday. We are happy to hear that ************** was able to get you a replacement card, and upon research with the lender we see this was due to an address error, as no apartment number had been listed. As this has been updated with you and the bank, we hope the issues regarding that account have been cleared. We would like to reiterate again that Crate and Barrel does not have access to your financial account information and we cannot process replacement cards or gain access to payment information, a card must be physically present and activated for a customer to use it as a form a payment. As for the Axis sofa order, we see you are navigating promotional and compensation issues with our Team prior to an order being placed and at this time there is not an active or open order in regard to that issue. We are confident that ***** and her Team and Supervisor are taking working towards a resolution. BBB is a feedback platform and we cannot escalate to BBB Management, but we can and continue to oversee that your inquiries and concerns are being addressed through our ************* Team.   (DR)

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22595068
  
  I am rejecting this response because: once again youre making misstatements about my order availability that counters written communication from your team. At once you say you cant access to my card information but also have information on when my new card was delivered. 
  
  ***** hasnt responded to me in 2 days and there are several discrepancies on both my current order and quote she made so I havent been able to update the payment  
  

  I would really appreciate if you could have someone more experienced  contact me. 
  

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

  Business Response

  Date: 12/06/2024

  I believe there are miscommunications over the Credit Card, but that we must continue to reiterate that these must be directed to the Bank or Lender (in this case *************** as we do not have access to your financial information, status, etc - we cannot process replacements, update personal information or check payments to the account, and more . As for the need to escalate, ***** has filed an escalation request to her Supervisor and they typically reachout in ***** business hours.  ****

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22595068
  
  I am rejecting this response because: you continue to avoid the fact that your customer service has been awful and are refusing to do anything about it. I requested a supervisor callback 6 days ago and havent received one. ***** also messed up my order several times last week. I finally got the light resolved Sunday upon speaking with another agent but havent gotten the sofa resolved. 
  

  Im not sure why youre refusing to connect me with another agent. Please connect me with another agent. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/11/2024

  As we understand your frustration, up until Sunday you did not have an active Order with Crate and Barrel. Your two orders were on financial or quote holds. You refused to update payment with several associates upon request for additional compensation due to issues with ************** and address issues in receiving your Credit Card from the lender. The request was sent to our leadership team for contact and it is being reviewed. Our customer care team has presented several opportunities to work toward a resolution with you. We see here that ****** was able to accept your payment for the flushmount light and provided you another discount to the order or Premium Shipping, which shows in route with an anticipated arrival today. For the Axis Sofa, your original quote was canceled by our Sales Audit Team due to non-payment and out team issued a new Quote was created, but is time sensitive. For reference (Quote 60257381977) and you attention is required and the team looks forward to assisting you in placing that order when you are able or available to. Thank you.    ****

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22595068
  
  I am rejecting this response because: once again youre just being defensive and not addressing the issues Ive raised. I would greatly appreciate if someone else could handle this case going forward as youre clearly not willing to help. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/22/2024

  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 want to cry! I received this sofa last Saturday. It is clearly defective, and the cushion is significantly uneven. The front bulged remained slope. All the seating areas do not align, it has spaces between all 4 sectional sofas. The sofa is so hard to sit on, It is just poorly designed. CB2 customer service is horrible. They are not responsive. I can't find a supervisor named ******. I asked the CB2 *** to have ****** call me but I didn't hear back. I reached out to the CB2 *** but the manager concluded that they won't be able to process a return because it is a final sale. They are willing to ***lace the 2 corner sofas but NO! NO! 2 corner sofas and ottoman are defective. This is a poorly designed. I would not want to buy anything from CB2. I tried to upload photos and reviews on CB2's website but it is not allowing me to add zip or pdf. It is weird.

  Business Response

  Date: 11/23/2024

  We are sorry to hear that the Salon 4-Piece Sectional the customer received is having some issues. A member of our ************************** team has reached out via phone and email to the customer regarding this matter.

  Due to this sectional being a final sale item, we are not able to accept a return or refund. This is per the terms and conditions which were agreed to at the time of purchase. But, since the customer is having issues with the sectional we have offered a full replacement to the customer.  (AW)

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22594081
  
  I am rejecting this response because: Just because this sectional sofa was a final sale, it does not mean that they can sell a defective low quality sofa for  $2000.

  I tried to sell it to  my friends  for $1000 but they would not buy it for $500.

  This is just a bad quality sofa I would not want to buy anything from CB2.

  Please read the reviews on their website. I am hot sure why I was not able to upload photos and  I saw 2 review who gave 1 star rating but it disappeared.

  ***** who contacted me from CB2, she was suppose to contact me by today but no response yet.

  Please help me get a full refund.

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

  Business Response

  Date: 11/30/2024

  Our *********************** Team has been in contact with the customer regarding this matter. As previously stated, merchandise purchased as a final sale is not returnable or exchangeable. These terms are listed online for customers to view prior to purchase. We offered to replace the sectional as we want to make this right, and get the customer a sectional free of defects. Since the customer was not agreeable to this option, we offered a return for store credit as a gesture of goodwill. (AW)

  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22594081
  
  I am rejecting this response because:

  Order Number: 141099071 - Online Purchase
  Order Date: Nov 11, 2024
  

  I have been chatting customer service *** about the issues and I had to chat with 10 different ***s. I am having trouble reaching out to customer services a ***

  who understands the issues and can respond in a timely manner. I would not  deal with CB2 anymore. I reached out BBB to get help, and CB2 is now responsive.

  I would want a full refund of the sofa and the rug I bought a rug goes with the sofa.

  I do not need to keep the rug as well.

  Fortunately, the rug was not on final sale so I would not have problem return it to CB2.

  Please help me get the full refund including delivery fees and taxes. Again, CB2 customer service is horrible.

   

  11/11/2024 I paid $3292.31 with credit card ending in  7302. Please see attached receipt.

  11/15/2024 There was a price reduction on the sofa. I got $534.91 credited back to same card ending in 7302.

  11/16/2024 I got another credit amount $151.18 due to rug was not schedule to deliver with in home services. They fed ex it. I had to carry it myself to second floor.

  $3292.31-$534.91-$151.18= $2606.22

   

   

   

   

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

  Business Response

  Date: 12/02/2024

  Merchandise which is purchased as final sale items are not exchangeable or returnable. Since the customer has refused the offer of replacement, as a gesture of goodwill, we offered to accept the return  of the final sale sectional for store credit. Since we are accepting the return as a courtesy, we are only able to offer store credit for the refund. 

  For the rug, since this is within the 30 day return policy we would be able to accept this back for a full refund back to the original form of payment

  For the shipping/delivery fees, the majority of these fees have already been refunded, and we are not able to offer any further refund on these. 

  We have also provided these details to the customer. We have also provided them with dates to choose from for our delivery team to pick up the merchandise. (AW)
  

  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22594081
  
  I am rejecting this response because:
  I am sorry but I do not want to do any business with CB2 ever again.

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

• Initial Complaint

  Date:11/22/2024

  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.

  Clybourn Walnut Executive Desk Multiple delivery failures. Desk arrived damaged three separate times, extending the resolution process throughout most of 2022. 4th time a desk was delivered without visible damage, but a new issue arose when I recently had to move the desk and remove its partial glass covering. I discovered significant discoloration on the portion of the desk not covered by glass.I spoke with ***** *********, who initially acknowledged the issue and my request for credit due to the desks apparent design flaw. However, after a single ***ly indicating that the credit team would not consider my request, I received no further ***ly, despite following up. I contacted another *** who was unhelpful and rude, and when I requested to speak with a supervisor, I was told one would call me within ***** hours and no one did.The lack of responsiveness and professionalism is disappointing and does not align with the high standards I expect from Crate & Barrel for a high-ticket item that has exhibited ********** no point during my purchase process, nor during any of the three delivery attempts, was I informed that the desk was sensitive to sunlight. I would never have purchased of a desk that could not withstand normal environmental conditions. No documentation was provided to me stating that exposure to sunlight could cause damage. The desk has never been placed in direct sunlight. It was positioned five feet within the room, well out of direct light, and was always outfitted with UV-blocking, sun-filtering blinds. The area where the fading occurred was consistently covered by a raised plastic inbox tray, which ensured complete protection from sunlight.Given the issues surrounding both the delivery and the product itself, I am formally requesting a credit for the desk, as it is not fit for its intended purpose. I trust you will treat this matter with the seriousness it deserves and look forward to your prompt resolution of this issue.

  Business Response

  Date: 11/23/2024

  In regards to the complaint received. After review we see that a supervisor reached out to the customer on November 7th per their request and left a message in which their request for a return or exchange was denied. 

  
  As per the details listed on our website for Clybourn Walnut Executive Desk, Due to the nature of the materials, finish may lighten over time depending on exposure to natural light.  This information can be found at:*********************************************************************************************;

  
  This table also does not come with a glass covering, and is not designed to be used with a glass covering. Glass can magnify the effects of sunlight and UV exposure. Since the discoloration was caused by a piece of glass that was placed on top of the desk by the customer, and is not part of the desk's design, we are regrettably not able to offer any return, replacement, or credit for the issues the customer has experienced. (AW)

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22592694
  
  I am rejecting this response because:

  With regards to your statement that a supervisor called me and left a message on November 7th. I have no voicemail and rechecked my call log for that day. I did not receive any call from a supervisor at Crate & Barrel. 

  With regards to the feedback on the glass: I have the following response:
  
  1. The glass covered a small part of the table in the very center however the parts of the desk that were damaged were not covered by the glass and therefore whether or not there was a small piece of glass on the table is irrelevant.
  2. I reviewed your website and there is no mention anywhere or warning anywhere about putting glass on the table without a specific warning, Crate & Barrel cannot use this as a valid excuse.
  3. The only mention in the care details is to keep the table out of direct sunlight, which it was.
  4. The sections of the table that are damaged were mostly covered with papers.
  5. If you look at the photos on your website this desk is covered by many pieces of paper as well as a computer and a desk blotter. The desk was used in exactly this manner as indicated in your photos and yet there is significant discoloration in blotches all over the desk. Please refer to the photos I sent in my original complaint.
  
  In summary, your responses are both inaccurate and inadequate. I still maintain that this desk is defective in workmanship and quality and I request a full refund. 

  
  Sincerely,
  
  Avi Lonstein

  Business Response

  Date: 11/30/2024

  We are sorry to hear that the glass the customer placed on top of the desk caused damage to the desk. However, because the damage was caused by the glass piece that the customer added to the desk, we are unable to offer a return, refund, or replacement for the desk. (AW)

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22592694
  
  I am rejecting this response because:

  You clearly have not bothered to even read my response, which I am adding again below.  As I mentioned before, the small piece of glass did NOT cover the sections of the table where the wood is discolored and damaged.  The photos clearly show where the glass was and it is nowhere near the areas where the damage occurred. Thus the glass is irrelevant to the damage. 
  
  If you are not going to bother to even read my responses, I will have no choice but to file a legal action in small claims court. 

  "I am rejecting this response because:

  
  With regards to your statement that a supervisor called me and left a message on November 7th. I have no voicemail and rechecked my call log for that day. I did not receive any call from a supervisor at Crate & Barrel. 
  
  With regards to the feedback on the glass: I have the following response:
  
  1. The glass covered a small part of the table in the very center however the parts of the desk that were damaged were not covered by the glass and therefore whether or not there was a small piece of glass on the table is irrelevant.
  2. I reviewed your website and there is no mention anywhere or warning anywhere about putting glass on the table without a specific warning, Crate & Barrel cannot use this as a valid excuse.
  3. The only mention in the care details is to keep the table out of direct sunlight, which it was.
  4. The sections of the table that are damaged were mostly covered with papers.
  5. If you look at the photos on your website this desk is covered by many pieces of paper as well as a computer and a desk blotter. The desk was used in exactly this manner as indicated in your photos and yet there is significant discoloration in blotches all over the desk. Please refer to the photos I sent in my original complaint.
  
  In summary, your responses are both inaccurate and inadequate. I still maintain that this desk is defective in workmanship and quality and I request a full refund."
  
  

  
  
  Sincerely,
  
  Avi Lonstein

  Business Response

  Date: 12/05/2024

  We regretfully are not able to offer the customer a return, credit, or exchange for your desk. We understand their frustration and want to assure them that we reviewed the photos they previously provided to our customer service team and determined that the discoloration and wear on the desk is due to normal wear and tear, not a defect. (AW)

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22592694
  
  I am rejecting this response because:
  

  Your response is not acceptable to me and I do not consider this case closed with the BBB.  I ask the BBB to take further action to receive an appropriate response.
  
  1. This desk cost me close to $3,000 and in less than 2 years of purchase it has significant damage to the wood finish that was of no fault of my own. The desk was maintained in exactly the manner in which directed by the manufacturer.
  2. To blame this on normal wear and tear is ridiculous because no desk should have white discoloration and splotches all over it within 2 years of purchase.  This is not a throw-away item that is supposed to last a year or so.  I believe this is in fact a manufacturing defect, most likely due to the poor workmanship of the product.
  3. It is telling that initially Crate and Barrel attempted to blame this on the user (something to do with use of glass), but as soon as it became clear that the glass was not in the areas where the damage occurred, you reverted to blaming it on wear and tear.  Seems like you have an excuse for everything, but no willingness to take responsibility for the poor manufacturing quality of your product.
  4. I encourage you to review this matter again.  I reserve the right to take this matter to small-claims court.  I also fully intend to post these photos to the reviews section of your website for this desk, as well as on various review sites.  Other potential buyers deserve to know that the product they buy is likely to last less than 2 years before decaying to the point of having discolored white splotches all over it due to normal wear and tear.  

  
  Sincerely,
  
  Avi Lonstein

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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.

  I recently had a couch delivered. During delivery, they had to cut the fabric underneath all the legs of the couch. And they said they would call me the next day to schedule a repair and have the bottom of the couch replaced. Ive since had five phone calls and multiple text exchanges, where they said they were ordering a new couch? But that cannot be confirmed. Ive reached out in additional five times and now theres no response. I have a written text chain from the store saying that they were going to order the couch but no couch has been ordered and no confirmation has been given. I would like either the bottom of the couch to be repaired or the couch to be replaced, which was their suggestion

  Business Response

  Date: 11/24/2024

  Our ************************** Team has already contacted and is working to resolve this order issue directly with this customer. Thank you for your feedback and bringing this our attention.   (DR)

  Customer Answer

  Date: 11/25/2024

   
  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.
  
  Sincerely,
  
  *** ************