Complaints

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

close

Find a Location

Crate & Barrel has 85 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crate & Barrel

  1250 Techny Rd Northbrook, IL 60062-5419

• 

  Crate & Barrel

  250 Granite St Braintree, MA 02184

• 

  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

• 

  Crate & Barrel

  3503 Galleria Minneapolis, MN 55435-2536

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:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were in the market for living room furniture. I didnt know where to start so when I heard c&b had a design team and their furniture was beautiful, I was excited.We have a newborn and work full time so free time is something we dont have. We each took separate cars from work and then daycare to our scheduled meeting with the design team only to be told we didnt have an appointment. Someone attempted to help us however said she was busy and that shed work on some ideas and get back to me in 2 days. I got a call a few days later to confirm my appointment, on a day that wasnt scheduled. I told them what happened with their mix up and that I was waiting to hear back from our designer. I then got a call from the designer essentially saying shed finish in a week and that I could have called her myself. I told her I didnt call, crate and barrel called me. Very disorganized and bad impression.Anxiously waiting to buy furniture, the two dates she committed to had come and gone. I inquired on the online site and the design team exceeded my expectations.. their work was beautiful! I went to the store to view fabrics in person but wanted something to see in my home. I ordered two swatches of the same color at different times and both orders came with an index card saying the swatch was unavailable. I went ahead, took a chance and ordered a sectional. I later received the design from the store which was laughable. Im glad I didnt wait for it before ordering.I took a trip back to the store to see the display which was the color we ordered. The same employee approached me asking what I had decided.. I told her I went ahead and ordered a sectional. She then attempted to make me feel bad by not ordering from her so she could get credit. The couch expected date changed several times. After constant push backs, it finally came and is great. However my overall experience was poor with the company.Order ********* $4386.50

  Business Response

  Date: 12/11/2022

  We apologize that you did not have a better store experience. We will provide this feedback with our store management and team. We are happy to hear that you have received your furniture and are happy with it! We appreciate your business and will send a promotional coupon to use for a future purchase. 

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . I placed an order online for pickup in store. I ordered several Christmas trees and an incense holder. Some trees were going to be shipped, but the large one was pickup only in-store. CB2 sent me emails and texts informing me that my items were ready for pickup on Saturday, 11/26. We arrived at the store and planned to just run in to pick up the items I already paid for. Of course, we got to the counter and there was only one box for us. I reiterated that I had two items. They then said that they did not have the tree for me that I already bought and paid for. I checked my email again to see CB2 sent me another email now saying the item was back ordered but, of course, we were already at the store to pick it up by that time. To add insult to injury, it took two people (an employee and a manager) over 25 minutes to figure this out. Then, I commented to the employee that CB2 just sent me another email contradicting all the other emails and texts regarding the new backorder status. The employees response? She said, And you know whats crazy about that? You probably not gonna even get it. I said, why would I not get an item I have already paid for, and why is it not here ready for pickup like it said it would be? She said, When it says backordered and its Christmas stuff, we dont even know if itll ever be available, thats why you probably wont ever get it. I told her we were running late for our anniversary reservations, just refund my money or give me a different colored tree, I would just have to spray paint it the color I need. Well, of course she did not know how to do that, so she had to make us wait for a manger to come over. When the manager finally came, he again asked me for the order number so many times that I just gave him my phone. After all of the time wasted and back and forth over a whopping $16 tree, the manager said he could not even refund me because it was an online order, so I would have to call in for the refund.

  Business Response

  Date: 11/30/2022

  On behalf of all of us at CB2, we sincerely apologize for the customer's experience.  This is not the kind of experience that we wish for any of our customers.  This experience will be addressed with the store's management team so that they can use this as a training opportunity for their staff. 

  We have canceled and refunded the item per the customer's request and have emailed a gratis Shop Card as a gesture of apology.  (ED) 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crate & Barrel is using deceptive and misleading practices to secure new business. In our situation, which sadly does not seem to be unique, at the point of sale C&B gave us delivery dates for products which they knew at the time were actually on back order and that they would not be able to meet their stated delivery dates. Once wed purchased the product C&B waited several weeks and then began to push back the expected delivery dates. In our case a couch that was supposed to arrive in late November / early December is now projected not to arrive until late January- its simply not possible that in three weeks a delivery date shifted by more than two months. Similarly, we also purchased dining chairs from C&B and in the w of is following purchase C&B began shifting back projected delivery dates. One of the decision points we used when purchasing our product was C&Bs claim that they could deliver the product by a certain date - theyre deception now means we will spend several months (at least) without furniture. Its disappointing that C&B were not more honest and forthcoming about their supply chain challenges and delivery dates PRIOR to securing our business.

  Business Response

  Date: 12/03/2022

  We sincerely apologize for the delays that have affected this customer's order.  The customer has been in touch with our *********** and delivery has been arranged for the items that are currenlty available.  Two sectional pieces are still on order, with an ETA of Late January.  These will be delivered when they become available with no additional delivery charge.  (ED) 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an ordered on November 9, 2022 for a grey wire ball toy bin. They have pushed out the date several times since ordering this item. I have contacted customer service on several occasions. Each time I was the reprresentative contacted the warehouse. The first time I was promised it was in stock in the warehouse and it would be shipped within the next day. It did not arrive. The second time I contacted customer service, they contacted the warehouse and stated that the bin had been damaged so they didn't send the one as promised. There was another one in stock and they would be sending it and it would arrive on 11/23/22. Again, It did not arrive. I contacted customer service again on 11/28/22 and the representative stated he would credit me my account due to the item now being on sale, with free shipping and I still have not received it. He also stated he was putting in a request to the warehouse and he would get back to me. Nothing has been credited nor has the representative got back to me. There is no reason this should take that long, not to mention, this company is basically lying each time I contact them. There is always a different story as to why I haven't received my item.

  Business Response

  Date: 12/09/2022

  We sincerely apologize for the disappointing and frustrating experience and the inaccurate information that was provided. 

  The order has now shipped and been delivered to the purchaser.  The price was adjusted to reflect the sale price.  (ED) 

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Crate and Barrel Armoire in August for delivery in ************* arrived today 11/28 with missing parts. The armoire had no shelves, no clothes hanging bar and no anti-tip pieces. The piece is not functional at all and not safe as I have 2 very young children. The delivery team scuffed my newly painted white walls too while delivering the item. The delivery team left because they would not take the piece with them and had me sign a fulfilment notification. I signed it but insisted that the driver notated the missing parts and driver (******) said I would need to call Crate and Barrel. I took off work to be home for this delivery I called Crate and Barrel immediately after. I spoke with ******** for 40 minutes and requested the missing parts be sent. He told me they cannot send the parts and that the whole piece will need to be replaced. And the replacement would not be until February at the earliest but that that was not guaranteed. He offered a 5% discount and said any larger discount would mean the piece without its parts would not be able to have the parts replaced and the item would be final sale? He also did not address the wall damage, the failed delivery or safety anti-tip on our first call. My original order total was ********. I had a wedding registry with C&B during my wedding. I have encouraged friends to all do the same. I have been a customer multiple times for large budget items and this is so sad to me. Delayed delivery, damage to home during delivery, failed delivery due to pieces missing, and unsafe delivery due to no anti-tip ************* small kids. ********* was very patient on the phone with me and I believe he tried his best to make this right but I am not satisfied waiting until the end of February or beyond. This is super disappointing. I'll also have to take off work for this when it arrives. I'm requesting review, as I feel fast exchange shipping should be fully refunded 100% & my discount should be an addtnl 20%.

  Business Response

  Date: 12/09/2022

  We are so sorry to hear about this disappointing situation.  

  We have made the requested adjustments - refunded the remaining 50% of the delivery fee (*******) and also adjusted the compensation to equal 20%.  The previous associate applied a 5% discount, we have now applied an additional 15% for a total of 20%.  Refund has been processed to the customer's form of payment and an updated receipt has been emailed.  (ED) 

• Initial Complaint

  Date:11/27/2022

  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.

   
  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. However, I chose to never do business with the Crate and Barrel store in ******, ****** due to inadequate customer service.  It was only after I placed a complaint with BBB that they finally gave me a refund. I suggest that they should be more transparent with the customer about the possible delays in production of the special order items and should change their policy on refunds to insure more ethical business practice. Otherwise customers are left with very few options after paying in full.  
  
  Sincerely,
  
  *****************************ing.Since Crate and Barrel would be able to sell the couch and not have to suffer a loss it is more than reasonable that they either 1. give me a refund, 2. find a temporary loaner (the company should have more obviously) or 3. give me a credit to buy a couch that is already available. All these options would be a win-win instead of sticking it to the customer which is obviously the option they mostly go with based on several hundred documented complaints I have read so far in my short online search. Houzz.com had an incredibly long forum where customers are sharing information about the deceptive practices of Crate and Barrel such as the bait and switch of assuring customers that the item will arrive in a certain month or sooner and then switching to " we have production issues so it will take as long as it takes." This is deceptive, illegal and unreasonable.

  Business Response

  Date: 12/04/2022

  On 11/28/2022 the order was canceled and the customer refunded in full. We apologize for the issue. 

• Initial Complaint

  Date:11/26/2022

  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.

  On Nov 5 2022 we purchased an Unwind Sofa from the crate and barrel in Soho ******** (order number ***********. At the time, we were told the sofa would arrive at our aprtment in Mid-end December. We just tracked the progress of our order and it appears that parts of the sofa are now scheduled to arrive in mid - end ******** We had no communication from Crate and Barrel notifying us of this change. We would not have ordered the sofa if we were told the original delivery would be so late, and we are disappointed in the lack of communication - and what feels like misleading business practice. We would love for crate and barrel to look into this issue and expedite the shipping process as expected (its not fun to live without a couch!). Many thanks!

  Business Response

  Date: 12/09/2022

  We have received 2 complaints from this customer and Replied to ******************** Complaint #********:  
  
  
  We sincerely apologize for the delays that have affected this customer's order.  The customer has been in touch with our *********** and delivery has been arranged for the items that are currenlty available.  Two sectional pieces are still on order, with an ETA of Late January.  These will be delivered when they become available with no additional delivery charge.  (ED) 

• Initial Complaint

  Date:11/22/2022

  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.

   
  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,
  
  *************************ry reassuring.

  Business Response

  Date: 11/29/2022

  The customer has reached out to ************************** regarding the production delays on her order.  We sincerely apologized for the delays and let her know that we would keep a close eye on the order and update her of any changes.  

  The last notification we received from the vendor was that the sofa was completed and had been shipped.  At that point, the customer was advised that we were waiting for our warehouse team to receive and unload incoming shipments.  The sofa has arrived, and the customer has been notified, and her delivery has been scheduled.  Compensation has been given in the form of a discount on the order. (ED) 

   

• Initial Complaint

  Date:11/22/2022

  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.

   
  Complaint: 18453454
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/26/2022

  We are very sorry for the frustration the delays on these custom pieces has caused this customer.  We informed the customer at the time of purchase the condition of custom orders that after 48hours, custom and made to order items cannot be canceled; returned or exchange and the 50% deposit is non-refundable.  According to the notes of the order, we have kept the customer up to date on the order and the customer made the decision  to continue to wait for her custom chairs and ottoman.  The customer had the opportunity when the pieces were not in production to cancel the order but  ********** to keep the order.  These are certainly challenging times. We are still affected by the results of the  global pandemic. The availability and sourcing of material, production delays due  reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival time of the goods. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. This customer informed us her wishes to cancel these custom pieces when the products were completed. As a customer service gesture and in good faith, we reduced the cancellation fee from 50% to 25%.  Customer refused and want us to cancel her custom order with no penalty.

• Initial Complaint

  Date:11/22/2022

  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.

   
  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,
  
  *****************customer service this didn't make any sense and after a while she said she could refund me the delivery charge of $329 when I threatened to cancel the order. They are not being truthful or forthcoming and I believe they are still being dishonest about the delivery date and timing. At this point I can't believe anything they say. They have all of my money and I have nothing but promises.

  Business Response

  Date: 11/23/2022

  We apologize for this customer's experience with this order. When placing orders with Crate&Barrel, CB2 or Crate&Kids for furniture merchandise that are on backorder with our vendor, we require a 50% deposit, any sales tax and the delivery fee (local or long distance) up front. The remaining 50% deposit is collected once the item checks into our distribution center and is available to schedule for delivery. These policies are outlined on our website for full disclosure.

  In this example, the order was a long distance delivery. The delivery date, when scheduled, is the date our third party carrier picks up the order from our distribution center. After the order is in the hands of the third party carrier, delivery to the customer is within **** days. This range depends on the final mile location from which the delivery will occur. We apologize if this information was provided in a way that was confusing. We are addressing this point with our management team for our customer care center. The only time that a delivery date is scheduled, and we arrive on that exact scheduled date, is for local delivery within a 50 mile radius.

  Please know that the customer's order has been cancelled and refunded in full. We updated the customer to this status this morning and emailed an updated receipt showing the pending credits. TP