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

  4999 Old Orchard Ctr Skokie, IL 60077-1450

• 

  Crate & Barrel

  4006 Westheimer Houston, TX 77027

• 

  Crate & Barrel

  460 Wildwood Ave Woburn, MA 01801

• 

  Crate & Barrel

  199 Boylston St Chestnut Hill, MA 02467

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:06/01/2025

  Type:Billing 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.

  Since March ******* I have been trying to work with Crate and Barrel to correct a billing issue that was created by their online chat. *** spoken with several customer service **** at Synchrony and also with Crate and Barrel customer service ****. *** filed 2 disputes and each time the billing issue has been gotten worse. I was first told to open a fraud dispute to get a new card and nothing has worked. The balance on my C&B credit card should be $3686.70 and not over $7440.38. Please help get this correct.

  Business Response

  Date: 06/04/2025

  We sincerely apologize for the frustration this issue has caused the customer. Our office will reach out to the customer directly to further look into the issue. (EF)
  

• Initial Complaint

  Date:05/27/2025

  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.

  Im filing a complaint against CB2 for repeated delivery failures, miscommunication, and poor customer service that have caused direct financial damage to my business.First delivery: CB2 delivered a dining table with only one leg and chairs with torn fabric. My client refused delivery. I had a photoshoot scheduled the next day, which had to be canceled.Second delivery: The day before, I was called and informed the table top was damaged. I agreed to proceed anyway. I drove 2 hours to be on-site since my client was away. The window was 3:306:30 PM. I called ahead to say Id arrive by 3:50 due to traffic. The delivery driver refused to wait and canceled the delivery. I had to cancel the photographer again and paid a $1,000 penalty fee.Third delivery (scheduled for May 28): On May 27, I received a call saying one chair was damaged. I asked for it to be delivered anyway as a loaner so I wouldnt miss the May 30 photoshoot. The warehouse agreed. Minutes later, CB2 called saying they wouldnt send it, citing no note from the warehouse and no supervisor available. They offered a new date of June 4, which would mean another $1,000 fee due to *************** make matters worse, CB2 claims 1 counter stool and 1 velvet dining chair were already delivered which is false. Neither my client nor I received them, and theres no delivery proof.Ive now had to cancel the photographer twice, spent hours on calls and emails, driven long distances, and had my client experience major inconvenience and frustration. This has impacted my business, cost me money, and hurt my professional reputation.I request:Full delivery by May 30;Reimbursement of $1,000 already lost;Correction of false delivery claims;A formal apology and clear plan to avoid further issues.

  Business Response

  Date: 06/03/2025

  We sincerely apologize for the disappointing experience the customer has had with damaged merchandise and canceled deliveries.  This is not reflective of the type of service we are known to provide. 
  According to the delivery records, the first delivery was successful with 2 chairs delivered to the client.  The second delivery was within the designated 2-hour delivery window, but the customer was not available.  Our delivery drivers wait 15 minutes before moving on.  In this case, the delivery had to be rescheduled.  
  The customer has been in touch with a supervisor, and a replacement chair is scheduled for delivery on June 4, 2025.  (ED) 

• Initial Complaint

  Date:05/27/2025

  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 purchased a set of bed sheets and duvet cover from Crate and Barrel, and within just six months of regular use, the sheets started to develop significant fading and developed multiple splotches everywhere. This is not normal wear and tear and clearly indicates a defect in the fabric or dye quality.When I contacted Crate and Barrel Canada's customer service to report the issue and request a resolution, I was told that since the product was outside their 1-year warranty period, they could not assist me further. I find this response unacceptable for a product that is clearly defective and well below the quality standards expected from a premium retailer like Crate and Barrel. I followed the exact washing instructions for the sheets, duvet cover, and pillow cases (hand wash cycle, non toxic & non fragrance detergent, and drying on low heat). I reached out to Crate and Barrel around 1.2 - 2 years since having the sheets, as the quality continued to deteriorate. I take very good care in laundering my textiles and have owned T-shirts and other garments for over 10+ years without experiencing similar fading or discoloration. This reinforces my belief that the issue with the sheets is due to poor material quality, not improper care or normal wear and tear. A reputable company should stand behind its products beyond a strict warranty cutoff when there is clear evidence of substandard quality. The sheets were not misused or washed improperlythey simply did not hold up under normal use.A $650 set of sheets should last well beyond 1-2 years. When I questioned the store employee about the longevity of their sheets I was told they "last forever." I submitted photos of the defective sheets to Crate and Barrel customer service department well over 1 month ago to escalate my complaint and did not receive a response. When I followed up again I was then advised my complaint was outside their "30 day return policy."

  Business Response

  Date: 05/28/2025

  We sincerely apologize for the issues the customer encountered with your sheet set, as well as the lack of response from our customer service team. A member of our *********************** team has reached out to the customer to assist with this matter. (AW)

• Initial Complaint

  Date:05/18/2025

  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.

  We purchased an item over a year ago, BUT we complained to the merchant within 6 months. We bought the Notch Chair and a Half. Both my husband and I raised online complaints about the lack of structure. We basically got a sorry, not sorry. We offered to share pics, etc. no traction. Today I was in the store and showed the salesperson a pic of my chair, and she was like, Wow, that does look different. The back cushion on our chair is HALF the height that everyone elses is. But the store refused any remedy even though we complained right away. Now I'm just more mad. I understand that this occurred more than 12 months ago, but legally it is a continuing violation when someone fails to respond to previous complaints made well within the 12-month period and then a store representative admits wrongdoing. 

  Customer Answer

  Date: 05/19/2025

  Please be aware that I submitted reviews on their site much sooner than now. What promoted by official complaint was that C & B store *** acknowledged my issues and said that C & B customer service should have handled after I after I made the complaint. They responded to my review with basically "sorry you are not happy" with no attempts to resolve the issue. Store associate was suprised.

  Business Response

  Date: 05/21/2025

  *********************** has been in touch with the customer by phone and discussed resolution.  (ED) 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23346961
  
  Not a simple response here since the response is just that "we're working with the customer." The business offered me a 20% off coupon, which is embarrassing, and said that was all they could do before I named store employees who bolstered my claim. Indeed, I went to physical store today (*********** in *****) and spoke to 2 more sales associates who acknowledged I was correct that the back pillow is not to spec. I am asking for a store credit based on misrepresentations of product (DTPA), me having to reach out numerous times to get any traction on this, and the fact that Company employees told me if I had bought this in the store and not used the online customer service function, they would have taken care of this. This is a simple matter that C & B would rather waste time on then resolve for not even that much money. I am happy to return the chair to the store. 

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

  Business Response

  Date: 05/27/2025

  We have further reviewed this matter and offered the customer a resolution offer which she has accepted.  (ED) 

• Initial Complaint

  Date:05/09/2025

  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 purchased three pieces from Crate & Barrel. Two pieces were floor models (bookshelves), and the third piece was ordered. I paid someone $200 to pick up floor model bookshelves and deliver them. The console is the third piece and came from their warehouse and was damaged. They offered me 15% or a new piece but I wanted a new, undamaged piece. On the day of delivery, they never showed up. I contacted them again and said it was damaged en route, and said they would reschedule and deliver for a 3rd time. The third piece arrives, and the legs are damaged. Once again, they offered to reschedule and check over the piece before delivery. I agreed but said if this 4th piece is damaged again, I want all three pieces returned and refunded, and she said, "understood". They delivered the 4th piece today and there is still damage the door and legs. I sent them pictures, and she said they can only refund the media piece and that the floor model bookshelves are final sale... this is policy. I cannot use the bookshelves without the media console. This isn't a case where I changed my mind... I tried FOUR times to get an undamaged piece. I also made it clear that I would not want any of the pieces if the main piece were damaged.

  Business Response

  Date: 05/12/2025

  Hello, ****** and thank you for your inquiry to BBB. We are sorry to hear about your experience. ****** from our ************** Team has contacted you today to discuss several resolutions and we look forward to getting this order settled for you.   (DR)

• Initial Complaint

  Date:05/06/2025

  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.

  Me and my wife ********** bought a tall mirror from crate and barrel Order #*********. The mirror never came with the safety equipment to secure it to the wall. I reached out to crate and barrel to send me the safety equipment to secure the mirror to my wall but they said they dont have it anymore for this model mirror and are not giving me an option to make this mirror safe in my home. Ive asked multiple times for a manager to call me on my cell phone and they never have. My crate and barrel mirror is currently a safety hazard until crate and barrel fixes the issue.

  Business Response

  Date: 05/07/2025

  The customer received this floor mirror in 2021, and contacted us in April 2025 about the missing hardware.  We are unable to provide the hardware after so much time, but we have provided the customer with the mounting instructions.  The instructions include a description of the necessary screws and anchors which can be purchased at a hardware store, and recommends consulting a professional for assistance.  We apologize for the inconvenience.  ****

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23294273
  
  I am rejecting this response because: the fix from crate and barrel is me going to a hardware store and purchasing safety items that should have been provided by crate and barrel with the original mirror. Crate and barrel should send me the hardware from the hardware store themselves. They never even told me what exact hardware to buy. This is a safety issue and should he handled accordingly. Customers shouldnt be expected to buy their own safety equipment for furniture. What prompted me to call crate and barrel was when I saw this similar crate and barrel mirror at a friends house and he had his anchored to the wall, with crate and barrel provided safety hardware. 

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

  Business Response

  Date: 05/14/2025

  We do not have the ability to send only hardware, it is not part of our inventory. If the customer had notified at the time of receiving the floor mirror, we would have been able to replace the mirror. At this point, we have no way of confirming if the hardware was missing at the time of delivery, or if it was there and has since been lost in the following 4 years.  

  We do sincerely apologize for the frustration. We have provided the assembly and wall mounting instructions, and suggested that the customer consult a professional or his local hardware store for wall mounting screws and anchors.  (ED) 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23294273
  
  I am rejecting this response because:
  
  I was not able to notify you that the hardware was missing when you delivered me the mirror because there was no hardware and instructions. Crate and barrel did not deliver me what I paid for and what they are obligated to deliver with the mirror to ensure its safe in their customers homes. 
  

  ********************** still has the chance to do the right thing. I can be contacted by phone or email, like Ive requested from crate and barrel multiple times but no one is reaching out to me. 

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

• Initial Complaint

  Date:05/02/2025

  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 made an order for a pizza oven and did not receive it.I was told to file a police report even though Crate and Barrel did not start an investigation to locate my package at all.Then, they are telling me i am all on my own even though I did everything they asked. I find their response completely unprofessional and disappointing

  Business Response

  Date: 05/09/2025

  We apologize for the frustration this customer has experienced. We have asked ********* to open an investigation, and there findings show that the package was delivered to the Guard/Security at the customer's address. Please see attached Proof of Delivery. ********* considers this a successful delivery.
  We recommend the customer check with the Guard/Security officer. If the package is not there, we recommend the customer dispute the charge with their credit card company. (ED) 

• Initial Complaint

  Date:05/02/2025

  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.

  Ive always thought of Crate and Barrel as a trusted brand, but this experience completely changed my mind. We purchased a set of Laredo dining chairs, expecting quality and durability. As you can see in the attached photo, the leather has deteriorated badlynot from misuse, but through normal daily use in a household without any pets or unusual wear.When we reached out to Crate and Barrels customer service (********* ***** is the ***** we were told that nothing could be done due to the age of the order (less than 2 years) and were advised to find a local upholsterer. Honestly, thats incredibly disappointing. These chairs should not be falling apart like this, and passing it off as a care issue is not acceptable.We werent asking for anything unreasonablejust for the company to stand behind their product. Instead, we were met with a generic response and no real support. We wont be shopping with Crate and Barrel again, and we definitely wont be recommending it to friends or family.For a brand thats supposed to represent quality and reliability, this was a huge letdown.

  Business Response

  Date: 05/04/2025

  We apologize for the quality issues the customer has experienced with the Laredo Chairs.  The customer has been in touch with our ************* team and has accepted a Final Sale discount offer.  (ED) 

• Initial Complaint

  Date:05/02/2025

  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.

  Approximately 18 months ago, I purchased a bar cabinet from Crate and Barrel. During that time, one of the doors has sagged and no longer remains closed. I contacted Crate and Barrel customer service and while they did offer a 10 percent refund, said they could issue a service call since the item was picked up at their warehouse in *******. They also offered to provide a new hinge kit, but mailed a furniture anti-tip device instead. I followed up twice asking for the status of the hinge kit so I could attempt at repairing the item myself, but they have not responded.When I spend $1,500 on a piece of furniture, I expect it to last longer than a year before something like this occurs. Frequent complaints about the same item and issues are evident from reviews on their website, as well. This item is clearly lacking an issue with design or quality control and they should make it right for their customers.

  Business Response

  Date: 05/10/2025

  Thank you for bringing this matter to our attention. We are sorry to hear that you are experiencing sagging with one of the doors on the Fayette Bar Cabinet. Its crucial to evenly distribute the weight on both sides of the inside doors to prevent such issues. We understand your disappointment and acknowledge your dilemma. However, considering that the product has been in your home for over two years, we are unable to offer an exchange.
  
  Since an exchange could not be offered, our customer care team offered and applied a courtesy 10% discount to your order for the Fayette Bar Cabinet. A refund of $159.90 was processed on March 19, 2025, to your original form of payment. If you are not seeing this credit to ApplePay, please let us know so that we can investigate further. TP

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23277313
  
  I am rejecting this response because:

  You are suggesting the issue is being caused by unequal weight distribution which is completely absurd and unfounded.  Both doors have had the same weight in them for the duration of owning the item and yet only the left door is sagging.  This issue could be fixed by simply mailing a hinge kit like you originally said you were going to do.  Instead, you blame you customers for causing the issue and don't offer a remedy.  

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

  Business Response

  Date: 05/19/2025

  Wed like to clarify our previous response. Were simply outlining our usual recommendations for similar products. Unequal weight distribution could be the cause of the issue at hand. Unfortunately, theres no replacement hinge hardware available for the Fayette Bar Cabinet. The hinges are fixed and not adjustable. Our customer care agent offered a 10% discount, hoping it would help offset the cost you might incur of having a furniture technician attempt a remedy. Considering the length of time the item has been in the home, this would be our best solution.TP

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23277313
  
  I am rejecting this response because:

  If the hinges are fixed and not adjustable, what is the point in originally offering a replacement hinge and furthermore, a 10 percent refund to have a furniture technician inspect a cabinet that is not adjustable?  You are not being serious about remedying this issue.  According to a variety of sources across the internet, bar cabinets should have a similar lifespan to kitchen cabinets (***** years).  I refuse to be financially harmed because your product is defective after 18 months of ownership.

  Since this unit cannot be fixed, I am requesting an additional 40 percent refund, bringing the total discount to 50 percent.  I will accept the remaining 50 percent loss and get rid of the unit.  If this is not agreeable, I will file a claim in small claims court using my own documentation, numerous other reviews on Crate and Barrel's website referencing identical issues with this cabinet, and documentation proving 18 months of usage out of a cabinet should not be a reasonable expectation.  

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

• Initial Complaint

  Date:05/02/2025

  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.

  In February 2025, I ordered a couch that said it would be delivered in late March. Immediately upon ordering, my confirmation email said that the couch was backordered which was NOT communicated at the time of purchase. When I tried to cancel, I was told I couldnt because this was a custom order. I ended up waiting until my couch was ready in late April. I then scheduled a delivery and my couch never showed up with no communication from Crate & Barrel. I do not trust that if I reschedule it will show up and Crate & Barrel refuses to offer any compensation for their fraudulent behavior. This is the worst, most predatory customer experience Ive ever had.

  Business Response

  Date: 05/03/2025

  We sincerely apologize for the delay that our customer has experienced. The **** they purchased is a special order item, which is made upon request. Before making a purchase, we provide an approximate timeframe for its construction. After placing the order, the estimated time of arrival (ETA) may initially show "on backorder" for the first few days while we finalize details with the manufacturer. Once we receive the *** from the manufacturer for the order, we update this information accordingly. Also, as stated in the terms accepted by the customer at the time of purchase, special order items are not eligible for cancellation, return, or exchange once the order has been submitted.
  
  Regarding the issues with the scheduled delivery, our customer service team has been assisting the customer with this to ensure that when we reschedule, the delivery occurs without any further complications. Although the compensation amount requested by the customer was denied, they were informed that we would be more than happy to revisit the discussion of compensation after successful delivery. (AW)