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

  3104 Knox St. Dallas, TX 75205

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:04/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a dining chair from Crate & Barrel on March 25, 2025 (order number: *********). The chair was shipped to the store in ************* where we picked it up. When we opened the box at home we saw that the chair was damaged. We went to return it in store and was told we could not return it without the box (despite the fact that the chairs legs remained wrapped and no where in Crate & Barrels return policy does it say that a piece of furniture must have a box to be returnable). We then called **************** who similarly told us we would need to purchase a box in order to return it. We have not found any written policy that requires a box to return a dining chair. Neither the in store on online customer service teams could cite such a policy. We are seeking the ability to return the item for a full refund without having to pay additional money for a box, particularly where the item was damaged through no fault of our own.

  Business Response

  Date: 04/13/2025

  We thank you for providing this feedback and sharing your experience with Crate and Barrel through BBB. Regrettably, when returning through ***************** an online service, we do require a box, as this would require to be shipped back to us via parcel shipping. The carrier will not provide a box, such as ***** or *** and it is the responsibility of the customer to package the items being returned. We will send a return label to apply to the box for drop-off or pickup of the carrier being used. As for the store, if this was purchased or a store pick up, they typically recommend inspecting prior to leaving to avoid damaged, but things happen and we can certainly agree on that. I would recommend contacting a Store Manager directly. They should accept a return of the item/chair that was received broken, or offer a replacement of that item. I would contact them directly and request to speak to a manager. We will additionally note the order for you.   (DR)

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196451
  
  I am rejecting this response because I did contact the store manager as we picked up the chair in that same store (************* ).  The store manager - ****** ******** I believe her name was - was incredibly rude to us and refused to take the chair back because it would be a loss to her because no one would want to buy a dining chair without a box.  Your return policy does not dictate that a box is required to return in store, yet as she refused to take the chair back, we are searching for another solution.  We want a refund for this chair and are happy to return it if you can collect it without a box. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/16/2025

  Thank you for your continued feedback on your ongoing Order 353109776 issues. We can certainly forward this feedback to our Store Operations Team. We see this order was resolved with our Leadership Team, as they have provided a courtesy Local return/pickup for you. This does not require a box for return and the fees of $149 have been waived to you. I see you accepted this resolution and it has benefited this order. One the return is completed and checked in to the warehouse, we will process your credit to you. Thank you.    ****

• Initial Complaint

  Date:04/08/2025

  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.

  Filed a previous complaint about an order on March 24. C&B responded that they were "working" with me to resolve the issue (product ordered end of January with delivery date of March, product has not even moved to production, getting vague and unresponsive answers and promises). At that time their "resolution" was a concierge would contact me by text when the order progressed. As of today, the product is STILL not in production, and delivery date is now beyond the end of April. "Status: On backorder Estimated Restock Date: April 29, 2025"This is made-to-order, so how could it be on "back order?" And "restock?" Have been on hold with customer service for the last half hour. I paid a deposit in excess of $1000. Asking them to (1) change the fabric, at their expense, if the fabric is the issue or (2) cancel the order with a full refund.

  Business Response

  Date: 04/11/2025

  We have been in contact with the customer and answered her questions and addressed her concerns.  She did receive some incorrect and/or misleading information which we will address internally.  

  Her custom made sofa is complete and is currently in transit from the manufacturer and has a Late April *** for delivery. (ED) 

• Initial Complaint

  Date:04/04/2025

  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.

  Returned 2 items candle and missing parts smol sensory kids table. Crate and barrel emailed me 1 ***** label but I had two items. When took packages in FedEx they told me they will put 2 items in 1 box and use that label crate and barrel provided. They received merchandise on 02/28. I am attaching proof and person DSOLIS signed for it. Now they are not issuing my full refund only they issue for candle but nit table . Every time I call or chat they are saying they have so many returns and to wait 24 hours to have someone reach to me but never do. Now is April and still no refund. I am very disappointed. Please help me get my refund back. I appreciate you.

  Business Response

  Date: 04/05/2025

  We sincerely apologize for the delay the customer has experienced with their refund. Our return process typically takes 7-14 business days to complete once the item has been confirmed as received at our facility. We understand the frustration the refund delay has caused, and offer our apologies that this has taken longer than usual to process. After reviewing the customers order, we have issued a refund for the cost paid for the Tide Water and Sensory Table. (AW)

  Customer Answer

  Date: 04/07/2025

   
  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,
  
  **** *****

• Initial Complaint

  Date:04/02/2025

  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.

  Purchased a patio table order number ***********. And received it just under a year ago. When we went to use the extension to make the table bigger for my daughters 2nd birthday. We noticed that both extensions had like a wavy look to them. Seeing that this patio table sits under my covered part of my patio I didnt know how this could happen. The paint is chipping off those parts as well. This was $6500 and for the quality I could have bought elsewhere. When reaching out to crate and barrel they only offer $199 store credit. They say they wont replace this parts. This upsets me because I thought they had better service. I dont want $199 store credit I dont want to shop there. I thought crate and barrel had better service. Please make it right and get me the same table (******)

  Business Response

  Date: 04/06/2025

  Hello and thank you for providing this feedback and sharing your concerns with Crate and Barrel through BBB. After a review of the order, the care/context provided and the photos issued to both our customer service and through this platform, we do want to share the concerns you are seeing is due to care and/or wear and tear. This peeling/chipping noted, and also the warping of the extension is due to moisture. And although left under s a covered patio, the vendor for this piece does recommend that this piece stored in away during the Winter and extreme months of weather. This reduces chances of water damage. They also recommend drying any built up moisture with a cloth and using covers, which were not purchased at the time this table was purchased. We have attached a full list of the care instructions that the vendor recommends below - these are available on our website for the product as well. We know this is not your ideal resolution and we can still apply the promised final sale discount to the order that customer service offered now that we have reviewed these care instructions with you. Following these will certainly provide the longevity you expect with your Crate and Barrel furniture. See Care below:     (DR)

   

  Care
  We recommend the use of our outdoor furniture covers (purchased separately).
  Clean with a damp cloth & mild soap.  Follow with fresh water rinse. Dry furniture after washing.
  Cover or store indoors during the winter and/or extreme weather; protect from heat and liquids; to prevent mildew, peeling or warping during storage, furniture must be dry; clean surfaces with a dry or damp soft cloth, but dry prior to storing or putting covers on.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23149408
  
  I am rejecting this response because: a recommendation and require are two different words. Because you recommend does not mean you have to do what is recommended but a required maintenance or care has to be done. If this was another high end store their customer service is hands down better than your resolution. These extensions need to be replaced or refund me all my money for this set and come pick it up. 
  
  Sincerely,
  
  ****-**** ****

  Business Response

  Date: 04/09/2025

  Thank you for your reply and valuable feedback. We understand your request, but due to the lack of care recommended we will not be replacing the extension table or offering a return and/or full refund of this outdoor set. The care instructions are listed for review online and provided on the law label of your set, including additional care for the cushions. These are the recommendations from the vendor who creates and builds these pieces. Required vs Recommended can certainly be frustrating, but you have advised our teams that these instructions were not followed causing the warping and damages, including the water bubbles of the finish to the table extensions. You also declined the purchased of the recommended covers. A covered porch area does not provide the recommended protection to the peace that provides the longevity and upkeep that you expect from Crate and Barrel pieces. We do hope this shared feedback has helped you understand the concerns of your order.    ****

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23149408
  
  I am rejecting this response because:
  This is not over as the company has no proof of warranty. From what is said is that it is recommended but not required to purchase their covers.
  **** ****
  Sincerely,
  
  ****-**** ****

• Initial Complaint

  Date:03/31/2025

  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.

  Ive now reached out to Crate & Barrel **************** at least three separate times starting w/chat, email & accompanying photographs of a Gather indoor sectional sofa my *********** purchased at the chains *********** location in 2023. Despite gentle use (adults in our upper 50s) & appropriate care, the foam in the bench cushion (which can be rotated) & foam in the shaped chaise cushion (which cannot be rotated, only fluffed) has compressed to the point that it does not provide support or comfort. While the form email response told me to expect contact within 48 hours on 3/23, the customer service phone representative when I called to follow-up on Thursday 3/27 initially stated that I needed to send photos (which I had included in the email), then told me that ******* was working on this, then stated that the issue represented fabric puddling or pooling. When I stated (as done in the emails) that the fabric distortion reflects the actual failure of foam within the ************ wondered if thered been a bad batch of foam or other manufacturing problem, I was told that theyd ********** hear back within 48 hours. The customer service numbers this AM 3/31 did not connect, so I reached by chat. This person first stated I should send photos. I redirected to photos/email already sent. I was then told these are comfort wrinkles & that rotation/fluffing (which we have done consistently) will address the issue. I again redirected to both the ************* call from the week prior where Id noted that although weve provided appropriate maintenance, the seating foam has distorted, does not hold its shape, no longer offers either support or comfort & that we were expecting to hear if the inner foam could be repaired or replaced. I asked to speak to a manager or supervisor, was told none were available but that someone would contact me within 48 hours. After yet again providing contact info, *** lost faith. $5K+ sofa lifespans arent less than 2 years

  Business Response

  Date: 04/08/2025

  We are sorry to hear that Ms. ****** is encountering performance problems with her custom order, the Gather 2-Piece Sectional. We understand that our customer care team is currently collaborating with the customer and providing replacement seat cores for the Gather sectional. We believe this resolution should address any performance issues Ms. ****** is experiencing. However, please note that the replacements will take approximately 6-8 weeks for us to receive. We sincerely hope that Ms. ****** finds this solution satisfactory. TP

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23138599
  
  I am rejecting this response because: after receiving a text from Crate and Barrel customer service representative indicating that it would be 6-8 weeks until the cushion cores would be available (as their later response here also indicates) which I am comfortable with and which would be ok, I then received an email from Crate and Barrel stating that the cushions are back ordered, so there is no delivery date at this time.  I am concerned that we actually do receive the cores which would resolve the issue; the challenges encountered getting Crate and Barrel to actually respond to this problem to begin with, along with the inconsistent information received, both heighten our concerns about whether Crate and Barrel will actually follow through and ultimately provide the new cores.  This is why we currently must reject this response until the cores are actually received.  Thank-you.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/10/2025

  We apologize for any confusion in the notifications that you may have received regarding the custom order for replacement cores to remedy the issue at hand. We see that the order has been placed, but until the vendor acknowledges the order, there is no current estimated time of arrive. This process usually takes 3-5 business days. Once this acknowledgement has been received, the order will populate with an estimated time of arrival (ETA) for the replacement parts. You will be notified once a time frame has been established. Please know, we are dedicated to resolving this matter for you as outlined by our customer care agent. TP

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23138599
  

  Thank-you for your reply.  At this time I am rejecting this response because: we do not yet have even a projected delivery date established. I appreciate that the supplier is outside your purview, however given the challenges encountered just getting to this point, I will have to defer accepting the solution until we do know that the cushion cores are available and have shipping/delivery dates.
  
  Sincerely,
  Shan
  ******* ******

  Business Response

  Date: 05/01/2025

  In reviewing the order for replacement parts, the estimated time of arrival to our distribution center in mid-May (May *****) 20th. Once they are confirmed received, you will be notified in order to schedule delivery to your home. Our customer care team is closely monitoring the status of this order and will contact you if there are any updates. Thank you for your continued patience. TP

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23138599
  
  I am rejecting this response because:  although I truly hope that the inserts will arrive as projected, until they are actually received by Crate & Barrel and we can proceed with remedying the problem, I cannot accept the solution.  I appreciate your following up and that this remains on the radar.  Fingers crossed this can be resolved at last!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/13/2025

  Weve been informed that the replacement parts have arrived, and their delivery is scheduled for May 23, 2025. Thank you for your continued patience. TP

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23138599
  
  I am rejecting this response because: the replacement cushion cores have not yet arrived.  They are now scheduled to arrive on 5/24/25 and I will be in a position to meaningfully respond at that time.  Thank-you
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/20/2025

  We are hoping for a successful delivery of your replacement parts. Thank you. TP

  Customer Answer

  Date: 05/23/2025

   
  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.  Im pleased to have received the new inserts for the couch seat cushions which are notably thicker and a different color than the ones originally part of the sofa.  The delivery people were also helpful and professional arriving more than an hour earlier than their delivery window which was surprising and Im glad we were home. I remain frustrated by the protracted process to actually be offered replacement inserts and believe that this solution may only have happened because I persistently refused to accept the offered (inaccurate) explantations of puddling and comfort wrinkles, the reoccurrence of which led me to contacting the BBB.  While its possible that ultimately the new inserts might have been offered without that step, its my impression that had I not made a formal complaint, wed still be in limbo.  Im glad Crate & Barrel finally backed up their product; the effort on my part to make that happen radically decreases the odds we will shop with them for furniture in the future. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/27/2025

  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.

  Returned merchandise ( Smol child plastic slide) contacted Crate and Barrel customer service and explained its missing parts not possible to assemble and agent sent in email return label. They received item but never returned my money. I been contacting them numerous times they keeps saying they will call me Back when ***** confirms they received item from me? I attached label proof of deliver . They sent me label they have merchandise. Order number ********* shipped via ***** crate and barrel sent me label in email tracking number ************

  Business Response

  Date: 03/28/2025

  Hello, and thank you for bringing this to Crate and Barrel's attention through BBB. Please note that it is disclosed in our return policy and should have been communicated to you that returns do go through a return process at the warehouse. This process can take upto 14 business days (which does not include weekends) once the item is received. It must be checkin by the return team and inspected to ensure it was the product intended to be returned. This process can take time. Today (3/28/2025) will only be the 7th business day of this process and your return/refund may not complete until April 8th, 2025. We appreciate your patience through this process. You can locate our full return policy and it's terms online or can always get these details from our ************* Team. We hope this helps explains the concerns you are having and look forward to closing this order for you soon. Thank you.    ****

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23122343
  
  I am rejecting this response because: tracking shows item delivered and multiple times agent told me to wait 24 hrs until warehouse confirms its received but never call me back or email. They got my phone number and email. I need my refund back as promised my credit card is due April 6. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/31/2025

  We understand that you are seeing this item arrived at the warehouse, or that a customer care associate may have been working to confirm it's arrival with the warehouse, they may get a response in ***** business hours - this is not a promise or guarantee to issue the refund until the item is confirmed received and your order is released. Please note that it is disclosed in our return policy and should have been communicated to you that returns do go through a return process at the warehouse. This process can take upto 14 business days (which does not include weekends) once the item is received. It must be checkin by the return team and inspected to ensure it was the product intended to be returned for security purposes. This process can take time and is noted in the return policy. Today (3/31/2025) will only be the 8th business day of this process and your return/refund may not complete until April 8th, 2025. We appreciate your patience through this process. You can locate our full return policy online with terms for review, or can always get these details from our ************* Team. We appreciate your patience during this process. Thank you.    ****

  Customer Answer

  Date: 04/06/2025

   
  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:03/27/2025

  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.

  Placed order with Crate & Barrel 02/21 . Order number *********. ********* coffee maker arrived broken damaged requested return and they provided label . Sent item via ***** tracking number ************. Item received and signed by *** but never received my refund. Contacted CB customer service 5 times total and every time they claim I have to wait 24 hours until warehouse confirms they received package even that they can track and see it was returned and received by them. I need my refund they keep delaying and my credit card is due very soon. 4/5 . Note I requested supervisor twice they keep saying they will email me Or call but never did . I just seeking my refund.

  Business Response

  Date: 04/03/2025

  Thank you for bringing your experience to our attention. We understand that the ********* Coffee Maker you received arrived damaged, and that you requested a return label for the item. Our return procedure typically takes 7-14 business days to process after the item is confirmed received at our facility. We apologize for the inconvenience caused by the multiple interactions with our customer care department, and for the delay in getting your refund processed within the normal time frame. We appreciate your valuable feedback, and will ensure it has been provided to the appropriate teams.
  
  We can confirm that your refund for the returned ********* Coffee Maker was processed on April 2, 2025. You should see the credit posted to your credit card account within 3-5 business days, as per the guidelines of your credit card agency. TP
  

  Customer Answer

  Date: 04/06/2025

   
  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:03/24/2025

  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 am filing a complaint against Crate and Barrel regarding the ongoing issues with my couch order placed on 1/25/25. I was initially told that the couch I selected was in stock and could be delivered the following weekend, which influenced my decision to choose this specific couch and color combination. However, after placing the order, I was notified via email that the delivery would be delayed.The company did not provide any follow-up information for several weeks, after which I was informed that the couch was back in stock and could be delivered. Upon delivery, I found that the couch had loose threads and a broken or missing foot. I was assured that a replacement unit would be provided. However, the company again went silent, and I received no response despite my repeated attempts to contact them by email and phone.Finally, after continued follow-ups, I was told that the replacement unit was available. When the new delivery was scheduled, the delivery team informed me that they could not bring the couch inside without three people, despite the company having known the specifics of the couch and delivery requirements. After this failed delivery, I received a call stating that the issue would be addressed and that I could reschedule the delivery for 3/22/2025. The representative assured me that they would note the need for additional movers. However, on 3/22/2025, the couch was not delivered, and no information was provided about the cancellation or delay.I have now been waiting for over two months without receiving the replacement unit and have been inconvenienced by multiple failed deliveries. I am constantly forced to remain at home, waiting for these deliveries that never happen.I am requesting that Crate and Barrel fulfill its obligations and deliver the replacement unit without further delay. I expect prompt and clear communication going forward, along with compensation for the inconvenience caused.Thank you for your attention to this matter.

  Business Response

  Date: 03/25/2025

  A member of our *********************** team has spoken with the customer regarding this matter, and is actively working to ensure their delivery is completed without any further delays.(AW)

• Initial Complaint

  Date:03/21/2025

  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.

  On March 9, 2025 I used Crate & Barrel's "Let's Chat" function to inquire about replacement cushion covers (casings) for a Notch Swivel chair I purchased from them approximately two years ago. I spoke to ****** by chat and have screen shots of that conversation. ****** gave me the price of $65. for the seat cushion cover and $55 for the back cushion cover. (see screenshot). I asked him during the chat session if that price was for any fabric I chose and he replied that it was. I asked how to order and was told to choose my fabric and that I could order through them, which I took to mean through chat. I chose my fabric and contacted them again through chat. Eventually after talking to a couple different people I was provided a 2nd quote via email that was over three times the price of the quote I received from ****** via chat. I sent the associate the screen shots of the conversation to which they apologized and offered me a 15% discount off the tripled price if I chose to order. I asked for the contact information for their legal department and was told I would receive the information the following day. The following day a supervisor emailed me not with the legal department contact information but with the same tripled quote instead. They have emailed me the same tripled quote twice yesterday and so far twice today and I'm unsure why.This is a bait and switch tactic. The quote I received by chat contained a clear offer, acceptance, consideration and mutual intent which in itself makes the quote legally binding. In my opinion, tripling the price is unlawful and unethical.

  Business Response

  Date: 03/23/2025

  We sincerely apologize for the confusion with this order.  

  The customer was misquoted on the price for the replacement casings.  We take full responsibility for our associate's error and will happily honor the quoted price.  Our customer care team will contact the customer to place the order.  (ED) 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23099863
  
  I am rejecting this response because:

  Although the associate corrected the quote and I paid the invoice yesterday, I havent received any confirmation of my payment (see screen shots). The associate gave me 3-5 day delivery date when the previous associate said 4-6 weeks. When I inquired the associate said she will get back to me in ***** hrs with an estimated timeframe for delivery. **************** through the chat function is horrendous and because of that I am not confident that my order was placed. Im in limbo. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/31/2025

  The customer's order has been placed and confirmed by the vendor.  The *** for the production of the replacement chair casings in Mid May.  There seems to be some confusion about the production time, 4-6 weeks, and the shipping time, 3-5 days. The vendor's typical production time is 4-6 weeks.  Once complete, Crate&Barrel will ship the casings to the customer.  Standard shipping time is 3-5 business days. I have called and left a message for the customer offering to answer any questions she may have about the order.  (ED) 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the response. I hope to receive the casing in mid May as stated. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/21/2025

  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.

  Crate and Barrel has been a complete and utter nightmare to deal with. I purchased a bed back in January which was due to be delivered in February. After several delays on crate and barrels part I finally received the bed 3+ weeks after original delivery date. **************** was completely awful and did little to nothing to help. I reached out to the CEO and was then contacted by someone who seemed to be able to resolve my issue. While trying to resolve my issue I was offered a free throw blanket for the inconvenience (which btw they didnt want to just take the bed back and refund my money). Please note, the blanket was offered to me! I didnt order it! Fast forward to a month later and to my surprise I get an alert for a charge deducted from my account for **********************. Apparently Crate and Barrel stated that they had to deduct the money because this was the only way I could get the blanket for free. I disputed this charge to find that somehow crate and barrel initiated an autopayment on my account without my knowledge. Beware of this company. They will rob you blind after leaving you inconvenienced for months!

  Business Response

  Date: 03/23/2025

  Hello, and thank you for contacting Crate and Barrel through BBB with your concerns. We reviewed your concerns within your recent order. We reviewed all conversations and order updates. Our associate (*******) explained all the steps along away with your courtesy gift. She also explained that the throw you selected was on backorder and how the process for charges on backorder items work, which you as a customer acknowledged at the time. We hope this is a communication error and that you understand the information provided to you. We have also attached the credit you received when selecting this throw blank on 2/20/2025 and when it arrived in stock on 3/20/2025. We also attached the receipt that was issued to you showing the charge vs credit breakdown and the Total as $0. We hope these documents are helpful. We have also blocked out your last name and personal information for privacy. You can view them here within BBB. You have not been charged or scammed and have received the $120 Faux Fur Throw as a free gift, as noted and promised.   (DR)

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23097351
  
  I am rejecting this response because:
  The company set up the gift for the terrible customer service as a auto-payment which I was NOT made aware of. However, no further resolution is needed as I will never spend another ***** with Crate and Barrel. Incompetent staff and now have proven to be liars! 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/26/2025

  We are sorry to hear about your concerns and experience. Your ************* call with ******* on 2/20/2025 was reviewed. This associate did explain that you the faux throw you selected was on backorder at that time and she was "pre-crediting" and explained the process to you thoroughly. Explaining that our processing system will not charge upfront for items on backorder until they ship. This pre-credit was issued on 2/20/2025 and has been accepted by your bank as a refund. This refund cancels out the current charge for the backorder throw blanket that shipped on 3/21/2025. We have already attached the financial statements for clarification in the previous response and is attached to the BBB complaint and communication history. We do show this order balanced and no charges have been processed without customer acknowledging these with full explanation of the process. This was communication between Customer and ******* (CB Associate) by email in the last two weeks as well with additional receipts provided to the customer as proof. We do understand this may have been a misunderstanding through communication and we understand how unsatisfactory this can be to our customers. We will be sure to send a learning opportunity to our Management Team.   (DR)

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23097351
  
  I am rejecting this response because:
  This company has been a complete nightmare. Please end this case and ensure they never reach out to me again.
  Sincerely,
  
  ***** ******