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

  4006 Westheimer Houston, TX 77027

• 

  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:10/27/2022

  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.

  Couch was ordered July 2021. Did not receive couch until February 2022. After one week we noticed fading. A gentleman from *********************** was at our house working on a remodel of cabinets and noticed the couch. He let us know he works with Crate and recommended us calling to request a new fabric as it was not normal. I reached out to crate and barrel where i bough couch, took two months for them to respond to ask me to go through customer service. I had waited a few months but reached out to them to request the fabric be shipped to me. They argued about return timelines however this couch was a custom order and a complaint was filed with company in an appropriate amount of time, apparently not with the right department. They said they would follow up with me after our live chat on 9/21 however it has been over a month without follow up. Couch is defective and apparently is made to only be used in a basement if they blamed sunlight for immediate fading. Paid around $4,000 for the couch and it was ruined within a week.

  Business Response

  Date: 11/01/2022

  We understand the customer's frustration and disappointment. We can create an order for new casings for the cushions due to the fading. We will send an email confirming our action. We appreciate the continued patience of our customers during this unprecedented time. (DW)

  Customer Answer

  Date: 11/01/2022

   
  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:10/27/2022

  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.

  My husband and I placed an order for a sofa on March 15th, ********************************************* early October. Order number #*********. Upon checking status, yet again the "availability date" which does not sound like the delivery date is now changed again to late November. This has become a major inconvenience as i really need the couch by end of October. No emails sent regarding change in dates. I am not one to complain but the communication from Crate and Barrel makes me never want to purchase furniture from here again.

  Business Response

  Date: 10/27/2022

  We have replied to the customer and given her a point of contact for the remaining process of her order.  We will watch her order and schedule delivery once the sofa arrives.  We have offered compensation for the experience as well. (TW)

• Initial Complaint

  Date:10/26/2022

  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 purchased a set of 4 semi custom book shelves in December of 2021. I have been delayed multiple times. I called to try and cancel and they tell me I cant because theyve already started making them which I believe is a complete lie. I believe they have repeatedly lied to me in order to keep from refunding me. We are now going almost a full year. I want my order cancelled with a full refund.

  Business Response

  Date: 10/27/2022

  We reached out to the customer expressing our sincerest apologies on the delays she is experiencing with her order.  We have made the offer to compensate her for the delays should she wish to wait for the bookcases.  We have also offered to cancel them due to the extreme delays on the bookcases.  We are waiting for the customer to respond. (TW)

• Initial Complaint

  Date:10/25/2022

  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.

  My wife and I ordered a sofa in early May *********************************** early June, with the second piece arriving by ******. We gave away the sofa we had at the time to make space for the arrival of the Crate and Barrel sofa, only to find out that the couch was going to be delayed. Since the time Crate and Barrel took a portion of the money for the couch, the delivery has failed to meet any of their quoted dates, continuing to delay month after month. Because of this failure, we have not had a sofa in our home for the past 3 months and we continue to wait. After spending so much money, we did not expect the experience to be this terrible. We are seeking at least a refund of the delivery and an appropriate discount on the sofa itself, hoping that the sofa does come by the current delivery date (the latest update says it will arrive in late October, but there are 6 days left in the month and it is not even at the stage of "preparing items," no less "out for delivery" so we are worrying). Our order number is ***********.

  Business Response

  Date: 10/25/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Crate and Barrel has credited the delivery fee and will compensate upon a successful delivery for the delays. (DW) 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18308858
  
  I am rejecting this response because:

  I need more clarity regarding the compensations. Will the delivery fee of $249 be refunded to the original payment (credit card)? Additionally, how much of the original cost of the item itself will be refunded be upon a successful delivery (we are asking for 15%)?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/02/2023

  Order #*********** - ***** replied to BBB 10/25/22 - refunded delivery fee and offered compensation after delivery.

• Initial Complaint

  Date:10/23/2022

  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.

  I ordered a Yukon dining table on May 18, 2022 with an estimated availability date of mid-June (one month later). They took half the money immediately. They have since pushed back the date 4 times via email (to July, September, October, and now November). I am sure it will be delayed once again next month. They even lied and said I could pick it up July 29 (charged me for one of the 2 pieces) and then said it wasn't available anymore.So they are holding 75% of my money for an item that has not been delivered for 5 months, and they are still selling this item online!!! I would ask them to not continue to bait and switch new customers with a deceptive delivery date, and either delivery my item or refund me my money so I can get my table that I had wanted to use last summer!

  Business Response

  Date: 10/25/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. We can schedule a free delivery due to the issue, this is available to book now. We can discuss compensation upon a successful delivery. (DW)

  Customer Answer

  Date: 10/27/2022

   
  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 pending free delivery of my items within 2 weeks time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/21/2022

  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 May 27, 2022, I purchased a Peyton Sectional from Crate and Barrel in store (Order Number ***********). I was told by the store sales representative that this was an in-stock furniture piece with a 10 week maximum delivery, but delivery was set for early August. Our family recently moved and the timeline worked perfectly for us. Each month our order continues to be pushed back. Now, it has been 21 weeks with no delivery in site by the company. Last week, I called Crate and Barrel's customer service and was told that the remaining pieces of the Peyton sectional would be at the warehouse between October 17 and October 21. The representative scheduled delivery for our complete order for October 28, 2022. On October 17, I checked the status of our order on the Crate and Barrel app and both remaining pieces of the sectional have been pushed back again to late November. My family has been sitting on the floor in our home for 11 additional weeks then we were supposed to. After speaking to another representative on October 19, 2022, I was told to have the parts of the sectional that are in stock delivered on October 28th and then the additional pieces when they become available. As a mother of two young children, this is completely unfeasible and dangerous, as the pieces currently available have no arms and pose a fall hazard. Crate and Barrel collected payment in full for our order and continue to postpone delivery of their product. If I had known that our sectional would not be delivered until November or even later, I would have looked elsewhere. To promise unachievable delivery dates in order to make a sale is misleading and at this point fraudulent. To resolve this problem, our order needs to be delivered no later than November 11th with a 15 percent off the original purchase price. I look forward to your reply and resolution and will wait until October 27, ************************************************************* other assistance.

  Business Response

  Date: 10/24/2022

  We apologize for the disappointing and frustrating experience and continued delays on the order. These delays are due to raw material and production delays due to global supply chain issues. We have been in touch with the customer regarding this matter, and we are working toward resolution. - AW

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18293954
  
  I am rejecting this response because:
  There response doesnt not offer a resolution to the problem. We paid in full for this item with out a delivery date in site. 
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/29/2022

  We apologize again for the delay on the order, as we know how frustrating these delays can be. The sectional the customer has been waiting for is now in stock, and the customer has scheduled delivery. At this time all delivery fees have been waived. Once we have successful delivery we will be able to assess the entire experience from start to finish and offer appropriate compensation. - AW

• Initial Complaint

  Date:10/19/2022

  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.

  Placed order in May of 2022 and paid for it and received email it will be ready in June. As of today they are still saying on back order until late December. So upset with them. They are happy to collect money up front and deley order.

  Business Response

  Date: 10/21/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Crate and Barrel has waived shipping and handling and booked for a delivery. (DW)

• Initial Complaint

  Date:10/16/2022

  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.

  I ordered over $6,000.00 worth of furniture from Crate & Barrel and CB2 in April 2022.I ordered a couch & decorative accessories from Crate&Barrel, order no. ****.I also purchased counter stools from CB2, order no. ***.With regard to the couch I was told that I would receive it in July 2022. I was told that it would take a few months because of supply chain issues with COVID, the order date continually was pushed back. The only way I am aware of the continual and repeated delays is by an automated email or by checking online. I have called and spent several hours on hold speaking with Crate&Barrel customer service who havent provided any information and have not adequately addressed the issue. I was told that my order can't be cancelled and I can't get my money back because it is a custom order.Crate&Barrel customer service also stated that they would keep me updated on the status of the order to which they have not. The date for delivery has gotten pushed to December 2022, which would be 8 months without a couch that I have paid for. I ordered 4 counter stools from CB2 that came in three different shipments. I was told that I would receive all of the stools by July 2022.The first shipment I was sent was one stool and a wrong item, a lamp shade, which I never ordered. I then had to spend hours on the phone in order to process a return for the lamp shade that I never ordered.I was further inconvenienced when I had to stay home from work to ensure that the lamp shade was picked up by the shipping company for return.The 2nd shipment of the stools included a damaged stool, which also needed to be returned. I again had to spend hours on the phone in order to process the return, the customer service with regard to both orders was horrible, inadequate and unacceptable. I finally received a replacement stool in October 2022.Requesting compensation in form of credit to current order, waiver of the furniture delivery fee & credit for shipping fee for stools.

  Business Response

  Date: 10/21/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Crate and Barrel has credited the shipping and handling, as well as 10% back to payment method on both orders.  (DW)

  Customer Answer

  Date: 10/25/2022

   
  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,
  
  Maheeta **********

• Initial Complaint

  Date:10/15/2022

  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.

  We ordered the Juni Black Ash Dining Chair (sku# ******) on July 12, 2022 (order #***********) and were told to expect the chairs by September. The chairs have subsequently been pushed back twice via two separate emails informing us first the chairs would be available in mid October and most recently that they would be available in mid November. While we know theres supply chain delays, its unacceptable to continue to pretend as if the chairs are coming anytime soon. The website currently shows if you ordered the chairs today that youd expect them in December. I am frustrated that C&B has taken my money and has no ability to fulfill the promise to deliver these chairs as they clearly have no idea when they will have them. Id like to be compensated for my continued delay and would like the BBB to look into this practice of taking money from customers without any concrete plans to fulfill the order. Clearly C&B is desperately trying to leverage the consumers money to float them while they work through a plan to find a supplier to build these chairs which in my eyes is deceptive and unacceptable.

  Business Response

  Date: 10/21/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Crate and Barrel will credit back delivery fee, and can discuss compensation once there is a successful delivery. (DW)

• Initial Complaint

  Date:10/13/2022

  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.

  On March 19, 2022, I purchased a Harbor Nero Noce bedroom set including a bed, drawer, dresser and two nightstands for a total of $5,542.66, including $249 shipping. I put down $3,095.16, with the rest due upon delivery. The original delivery was supposed to be July. Since the purchase date, i have received multiple emails from Crate & Barrel indicating delays on all of these items. The latest delivery date is November. Ive contacted customer service multiple times to complain but have only been told that the delay is due to global supply problems. I donated my furniture in anticipation of receiving the new set and have been living out of boxes for the past few months. Crate & Barrel has been sitting on my down payment for eight months while I have been living out of boxes.

  Business Response

  Date: 10/21/2022

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Crate and Barrel will refund the order 10% to the original method of payment, and refund the delivery fee due to the inconvenience. (DW)

  Customer Answer

  Date: 10/21/2022

   
  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,
  
  *********************