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

  600 Silks Run Hallandale Beach, FL 33009-2569

• 

  Crate & Barrel

  825 Dulaney Valley Rd Ste 4325 Towson, MD 21204-4332

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:04/29/2025

  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.

  I placed an order with Crate & Barrel (Order #: *********) Order Date: April 22, 2025. The package was delivered on April 29th, 2025. However, upon receiving the package, I noticed that one of the item I ordered was missing. The Breville Joule Turbo Sous Vide was not in the package. I spoke with a Crate and Barrel *** and was told that he needs to create a task with the warehouse to check on this and should hear back within a few hours. I didn't hear back and reached out to C&B again. I also brought up their delivery partner and that they dropped off the package in a public place and not with my building's mailroom because they didn't know how to get in the building. Then the *** made a random assumption that the item was stolen and that I need to file a police ***ort for theft, which is completely unreasonable when there is no evidence to suggest such a thing. If someone were trying to steal my package, they would've stole my whole package, why leave the rest of the item behind. Makes no sense. Their customer service has been unhelpful, and I've been bounced between multiple ***resentatives with no actual resolution. The ***s keep telling me that the warehouse will respond back in few hours but have not heard from anyone. I have requested escalation and a refund or ***lacement. I've spent hours with these C&B customer service ***s and none of them have been very truthful to what exactly is the next step. I am requesting the BBBs help in facilitating a resolution. If nothing is resolved, I have no choice but to resort to filing a chargeback. Its extremely frustrating to be given the run-around.

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the frustration this customer has experienced regarding this order. Our office will reach out to the customer directly and offer some assistance. (EF) 
  

  Customer Answer

  Date: 05/07/2025

   
  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.
  
  Sincerely,
  
  **** Jiey

• Initial Complaint

  Date:04/28/2025

  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.

  We ordered a table from Crate & Barrel in December 2024 and it was delivered with crucial missing parts. We contacted the company and they told us they would be able to fix the problem by scheduling a new delivery that would include the parts necessary. The delivery date came and they tried to deliver table legs, not the missing parts. Contacted them again and they told us it would right the next time. On four different occasions, the have come back to deliver, and each time they continue to delivery the wrong items and have not made the issue right. They give the run around and it seems no one can figure out how to get us the correct parts for the table we paid for in full 4 months ago. Today another attempt was made and again failed. At this point I have spent so much time and energy trying to get this right. I just want my money back.

  Business Response

  Date: 05/03/2025

  We are very sorry to hear of the issues the customer has experienced with the delivery of their table. A member of our *********************** team has reached out to them to further discuss this matter. (AW)

• Initial Complaint

  Date:04/23/2025

  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.

  Purchased a sectional couch, rug, chair, bedroom set for new home in April ********************************************* August 2O24, and then the second March 2025 do to fabric issue. Wanted to go with a entirely different couch but they had none that would fit the size we wanted or style. So we had to basically settle for the same couch. I have pictures of what was and is still happening with the most recent sectional. Also the bedroom when being delivered. The men damaged my wall in a brand new home and was told someone would be reaching out to handle the repair. Never happened ended up having it done because it drove me crazy looking at every time I went upstairs to my bedroom. One piece on the bedroom was sent in the wrong color and had to me reordered and was resolved and happy with the bedroom. The rug is horrible would never recommend. The chair and marble coffee table are grate. The sectional fabric and cushion problem which I asked with all the replacement pieces was there anyway the could over stuff the cushions because the firmness starts off fine but after a few weeks you sink very low. Knees up higher than my hips making sitting uncomfortable. I flip the cushions 2-3 times per week as sales associate recommended after complaining about problem with initial purchase of sectional. Would never recommend this couch. Just very disappointing and frustrating that its the third couch within a year. I could see if I had kids that were jumping on the couch daily which I don't. Or if it was 4-5 yrs old. I live here with my partner and we are in our 50's and take care of things we own.

  Business Response

  Date: 04/30/2025

  Thank you for you feedback submitted through BBB to Crate and Barrel *************** Our team is committed to reviewing the order and notes from previous interactions and will be contacting you directly this week to help find a resolution for you. We will contact you you through the information provided / Billing Information on the Order (60250807866).    **

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23242775
  
  I am rejecting this response because: I have not been contacted with a offer from Business 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/07/2025

  We are very sorry to hear that no communication was made to you directly. We were advised a Store Manager would be contacting you. I have contacted you directly today from our ********************* and left a voicemail for ******* with my contact information. This is in an effort to resolve your order. The voicemail was left on phone ending 4367. Thank you. We look forward to hearing back from you to discuss your order and concerns.  ****

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID. At this time we are working on a resolution. I was contacted today by the **************** and hopefully within the next week will have a resolution to my complaint.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/22/2025

  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.

  On January 27, 2025, I placed an online order with Crate & Barrel for two couches and a dining table after visiting their Dallas store twice. Since the couch color I wanted wasn't available in-store, I was shown small swatches and asked to choose from those. I placed the order based on that and was told it would arrive within six weeks.The delivery did not take place until April 8, well beyond the promised window. More concerning, the couch color didnt match the swatch, and it had quality defects including visible staples sticking out from the back and arms. This is a safety hazard, especially since I have a 14-month-old child.I contacted customer service via chat on April 10, just two days after delivery. I was told that because the item was custom, I could only receive a 50% refund, even though:- It had just been delivered.- It was in original condition with tags intact.- I only asked for an exchange or store credit, not a refund.I was later asked to send pictures of the issues, which I did. I was told it would be escalated, but after several days without a response, I followed up only to be told the agent was out of office. Eventually, I was told again that no refund or exchange would be granted, solely because it was a custom item.This policy seems to excuse poor quality and ignore safety concerns. The handling of this situation has been frustrating and dismissive.I am requesting a store credit or exchange for this unsafe and defective item. I believe this is a fair and reasonable resolution.

  Business Response

  Date: 04/30/2025

  Hello, and thank you for your feedback provided on Order 352547477 to Crate and Barrel through BBB. I do see this order is currently being reviewed and worked with our Management Team through the associate working your case. At production, cushions and cores may be overstuffed to allow for a settling period. During this time it is recommended that you rotate, fluff and vacuum cushions to provide the longevity and wear expected during this period and lifetime of the sectional/sofa. As for the staple, I see they are arranging a service call to assist with that for you. Due to the custom / Special Order terms agreed to at purchase, we cannot accept returns for characteristic concerns or comfort of the sectional at this time.   (DR)

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23237139
  
  I am rejecting this response because: 

  Thank you for your follow up, but I must express my continued disappointment with Crate and Barrel.

  First, the significant delay in delivery  over two months beyond the estimated timeline has still not been addressed.

  Second, my concern has nothing to do with cushion comfort. My complaint is based on:

  • A color mismatch between what was selected in-store from a swatch and what was delivered.
  • Visible staples and poor finishing, which present a real safety hazard in a home with a toddler.
  • The overall subpar quality of the item, which falls short of what was promised.

  While your message referenced a service call for the staples, I have not been contacted by anyone to schedule this, which only reinforces the lack of accountability and concern shown throughout this process.

  Once again, I am not asking for a refund Im simply requesting a store credit or exchange. I made this purchase in good faith and received a product that does not match the quality, safety, or appearance represented at the time of sale.

  Your reliance on custom order terms to deny resolution for these valid concerns is both disappointing and unacceptable. I urge Crate & Barrel to reconsider its position and resolve this matter fairly.

  
  
  Sincerely,
  
  ****** Forsack

  Business Response

  Date: 05/09/2025

  Thank you for providing more context. We do apologize for any delay with your custom sofa. As per the terms signed upon purchase by the customer on 1/27/2025, we cannot guarantee arrival dates and with special order furniture these dates are subject to change based on vendor lead times and availability of materials selected through your customization process. These changes to arrival time are always conveyed through email notifications and was agreed upon at time of purchase. We understand changes are not ideal, but we are transparent in the event this may happen. In regard to the satch, this was obtained and approved by the customer. We have confirmed with the vendor that the Production Order received is the correct fabric. Dye lots and lighting within a location can contirbute to differences in color noted, but the customer approved the swatch selection upon purchase and agreement to the terms for Special Order. Per photos submitted by the customer, one sofa had one staple loosened in the back of the sofa. A service call was initiated on 4/18/2025 and the warehouse made contact attempt to schedule this. They reported that there was no answer. I have contacted the warehouse to get this scheduled and have another attempt to schedule made so that the staple can be removed. There are no noticeable defects and/or damages to the furniture received, or any reason for replacement to be ordered at this time. We can have the service technician inspect onsite to determine beyond the photos submitted by the customer to confirm further. Customer has been escalated to the Supervisor team who has continue to review and observe order and resolution. We will continue to watch this order and ensure the service call is scheduled and Supervisor overseeing order is notified of this BBB update.   (DR)

• Initial Complaint

  Date:04/20/2025

  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.

  I ordered this on 4/6/2025 they moved the availability out two months. I wanted to change the order to something immediately available and they said no because they said it was custom. I tried to change this soon after I ordered it and they would not allow it, for an item that was not available for two months. They clearly had not started to "custom make it." They also dropped the price of the item a significant amount, by over a thousand dollars after I purchased it. I want the cushions canceled and replaced with cushions in another color. Thank You for your time **** *****

  Business Response

  Date: 04/22/2025

  Regrettably, we cannot offer an exchange as requested. The furniture purchased by the customer is made-to-order, which means that once the order is submitted, these items cannot be canceled, returned, or exchange. Our policy and product availability estimates for their order is clearly outlined on the product page of our website prior to purchase, and customers must agree to these terms before they are able to add the items to their online cart. Regarding the pricing concerns, the current prices listed on our website match the prices which were listed at the time of the customer's purchase. (AW)

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising 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 am writing to formally demand that CB2 immediately cease all marketing communications to my email address: [email protected] submitting at least five unsubscribe requests using the links provided in your marketing emails beginning around March 2024 I continue to receive unsolicited promotional emails from your company. This is a clear violation of the CAN-SPAM Act, which legally requires you to honor unsubscribe requests within 10 business days.Your failure to comply with these requests is unacceptable and constitutes ongoing digital harassment.Unless I receive written confirmation that my email address has been permanently removed from all of your mailing lists within five (5) business days, I will take the following actions:File a formal complaint with the ************************ (***)Submit a report to the Better Business Bureau Notify the *********************************** Explore pursuing damages under applicable consumer protection laws This is your final notice. I expect confirmation that my contact information has been removed from your systems and that no further emails will be sent to me.

  Business Response

  Date: 04/23/2025

  We have been in touch with the customer and confirmed the email address has been opted-out from our database.  

  Crate&Barrel emails were opted out April 4, 2025 and CB2 emails were opted out on April 18, 2025.  The customer should not be receiving any further emails, and we have asked him to please let us know if he does.  (ED) 

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  This is an issue that dates back to December 2024. I had originally placed an order online for a Dutch oven that was on sale at the time. I received it in a couple of weeks but noticed that the size on the box did not match the size on the website. I contacted customer support and they said that if I returned the product, then they would send me a replacement of the right size. A month later I still had not received the replacement. I reach out again and they state that the warehouse had cancelled the replacement with no notes or reasoning. This representative was then able to allow me to place the order for the Dutch oven again at the sale price I had previously purchased it at. A week later I receive the item but it is damaged. As it is a cast iron Dutch oven, they are very sturdy but it was still damaged upon delivery. I reach out to customer support again, send pictures of the damages and am told again that if I return the item, a replacement will be sent out to me. I return the item and a month later I still have not received the item. I reach out to customer support and they state that the warehouse had cancelled the replacement again, with no reasoning. But now crate and barrel refuse to send me the product at the original price I had paid for it at no fault of my own. The first time the product was the wrong size and the second time the product was damaged. The team lead of the representative then states that the item was damaged due to my poor care of the item even though I sent pictures of the damage on the day that I received it. It is not possible for my handling of the product to have damaged the product if it was already damaged when I received the item.

  Business Response

  Date: 05/02/2025

  We apologize for this customer's experience.  ********** will reach out to her directly to understand the situation better and offer assistance. (EF)
  

• Initial Complaint

  Date:04/16/2025

  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.

  My partner and I ordered a couch from Crate & Barrel back in early December. It was estimated to be delivered end of January. They contacted us a few weeks later to say there would be a delay until March, which we were ok with. They then waited another few weeks to contact us yet again to say the couch would actually be delayed until May, due to our fabric selection. We asked for options of available fabrics, and picked one out, and were told estimated delivery in April. Crate & Barrel waited yet another couple weeks to contact us to say that fabric was actually not readily available, and that it would actually be delayed further. We were okay with this because they gave us a $517 discount along with not up charging for fabric selection. We were contacted today saying we need to pay the remaining $1500 (couch originally $2534) or the order would be cancelled in 48 hours. We already paid $1500 but were refunded the $517. However they are now saying that was a temporary discount and it was no longer honored. Weve been waiting 5 months with no couch in our living room, and Crate & Barrel has been anything BUT understanding or seeming to understand our situation and frustration. We want either a full refund on our purchase or we want to receive our couch including the $517 discount, which is already in my opinion not enough compensation for the back and forth for 5 months, and not having a couch to sit on in my living room. This has been the worst experience and worst customer service Ive ever received from any business, especially taking into account the price of the product at hand. I dont want further back and forth with this company, I want this issue resolved promptly. Can provide more documents in future if needed as my partner was the one in contact over email.

  Business Response

  Date: 04/17/2025

  Thank you for filing your feedback to BBB for Crate and Barrel. We are very sorry to hear about delays with your Special Order Sofa. As per the terms of purchase you signed and agreed to, this **** is custom made just for you. Those terms do let you know that arrival dates are estimated and subject to change due to availability by the vendor that creates this. These terms were virtually signed upon your purchase on 12/7/2024. We understand delays are frustrating. I can address your payment history and update as well. We see you are currently working with a Supervisor on this order from our ************* Team.This order was originally placed using a 10% promotional discount. The deposit paid was %******* (which includes only 50% of the merchandise and taxes, delivery upfront). A courtesy credit was applied due to your experience and changing of fabrics on 3/4/2025, totaling $517.27 - credited to your **** used to place the order). This Credit has not been reversed and was a courtesy to you. You do have a remaining balance due of $1551.82 which is the remainder of your order due. The **** is ready to book, but payment must be made and cleared before a delivery can be scheduled. You can confirm payment details with the Supervisor or Leadership Team assisting you. Once scheduled our delivery team can bring you your customer made, specially for you piece. We look forward to it's arrival for you.    ****

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23213600
  
  I am rejecting this response because:
  The $517.27 that you are saying was credited to me and not reversed, we are still being charged for. We put down the $1500.04 and then you said you were crediting that amount (the $517.27), but we still owe $1551.82. Original amount $2534.59 minus what we paid, $1500.04, is $1034.55. If we were credited that $517.27 as a refund, it means we do not owe it. Except you tried to say it was a temporary refund, so which one is it?

  The most we should owe is $1034.55, so your math makes no sense if youre saying the $517.27 credit was not reversed. And once again, the amount of delays and back and forth with terrible customer service weve had to deal with alone isnt worth only $517.27, but its a start, and expected. Youre taking advantage of your customers and this is a ridiculous way to do business.

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

  Business Response

  Date: 04/23/2025

  Thank you for your additional feedback. The order billing is correct and I have attached photos of the order total, Merchandise vs. Credits provided to you. I have also outlined all credits issued to you ***** Between promotional credits at purchase, delivery waived and courtesy and generous discounts provided to you by Crate and Barrel. you have received $1450.21 in discounts applied to your order. After only fulfilling a 50% deposit, a remaining balance was owed to complete the order and schedule delivery. We do show this was processed and delivery was fulfilled on April 22. 2025. Please take a moment to see the attached billing and all credits and courtesies that have been applied to this order. We hope that the recent arrival of the sofa has been positive and you are enjoying your Special Order Lounge Sofa.   (DR)

  Customer Answer

  Date: 04/24/2025

   
  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.

   

  Please let Crate & Barrel know that I am actually not satisfied with any of their efforts, and at this point we have the couch and would rather just let this rest than keep doing a back and forth with a company that never made an effort to satisfy their customer. Its no longer even about money, its about principle and running a proper business, which Crate & Barrel does not do and they should be ashamed of themselves, that this is the kind of service they provide. Thank you Better Business Bureau for handling this, but we no longer wish to pursue anything further with Crate & Barrel, and will never do business with them again.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/14/2025

  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.

  I placed an order with Crate & Barrel (Order #: *********) Order Date: Mar. 22, 2025, totaling $195. The item was supposedly delivered on March 27, 2025, according to their records. However, there is no delivery confirmation on my end, and the photo Crate & Barrel provided as proof of delivery clearly shows a ******* package, not theirs.I sent Crate & Barrel:Screenshots showing no delivery confirmation Proof that the package in the photo was from ******* (tracking ID and confirmation)An explanation that the only package received and opened that day was a TV stand from ******* Despite this, the company continues to insist the package was stolen, though their own photo shows no Crate & Barrel package present at all. They are demanding I file a police report for theft, which is completely unreasonable when there is no evidence the item was ever delivered in the first place.Their customer service has been unhelpful, and Ive been bounced between multiple representatives with no actual resolution. I have requested escalation and a refund or replacement, but they refuse to help unless I file a police report based on a false claim of theft.I am requesting the BBBs help in facilitating a resolution, as I have exhausted all reasonable communication efforts with Crate & Barrel. I want the item resent.

  Business Response

  Date: 04/16/2025

  ************************** has reviewed this complaint, the order, and the tracking photos.  Because the missing item cannot be seen in the ***** tracking photo, we have issued a replacement as a customer service gesture.  We apologize for the inconvenience.  (ED) 

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/13/2025

  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.

  Complaint Summary:We received two defective Crate & Barrel Lounge 93 sofas with the same issuesqueaking that began immediately or after minimal use. Despite repeated attempts to resolve this fairly, we have only been offered 20% off the base price and are now being contacted to schedule a third delivery we never agreed to.Complaint Details:We paid $2,289 for a Lounge 93 sofa. The first unit began squeaking within a day; the second developed the same issue within weeks of minimal use. We also have over $2,200 in matching Lounge furniture still on backorder, totaling over $4,500 invested.We requested a 50% refund ($1,145) to reflect the repeated defect and avoid further returns or deliveries. Crate & Barrel promised a leadership-level review and follow-up within 48 hours via email, but no one responded. Instead, they began texting and emailing us to schedule delivery of a third sofa we never agreed to accept.We are requesting a refund of 50% of the full amount we paid due to repeated product issues, failure to escalate our case properly, and lack of communication from leadership as promised.

  Business Response

  Date: 04/14/2025

  A member of our *********************** team has been in contact with the customer regarding this matter, and we are working towards a resolution. (AW)

  Customer Answer

  Date: 04/15/2025

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