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

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

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  Crate & Barrel

  9607 Research Blvd Austin, TX 78759

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:10/13/2022

  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.

  Order Number: ********* Order Date: Aug 2, 2022 I have not received this item and did not receive my refund for it.

  Business Response

  Date: 10/13/2022

  Good Afternoon, Our Asset Protection team has reviewed this order and suggests that the customer file a dispute with their credit card provider.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18208092
  
  I am rejecting this response because:

  This is not something I want to file with credit card. I want to get the refund from your end. 

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

  Business Response

  Date: 10/18/2022

  Good Afternoon, We regret that the customer remains unsatisfied.  Based on the recommendation of our Asset Protection team, we are unable to issue a refund.  We recommend that the customer file a police report for the stolen package, and file a dispute with his credit card provider. - AW

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18208092
  
  I am rejecting this response because:
  

  This is not acceptable. 

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

• Initial Complaint

  Date:10/10/2022

  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.

  Placed an order for a bed frame in august that was listed as in stock with the expectation that the bed would arrive in September. Made arrangements in September to get rid of our old frame in preparation for this new frame to arrive, only to be notified late in the month that the bed frame was being delayed a month. Were stuck with a mattress on the floor and have received no communication with an expected delivery date, just a vague late October that is not guaranteed.

  Business Response

  Date: 10/12/2022

  We have looked into the estimate date of availability and the be is estimated to be available for delivery at the end of October.  We will discuss compensation for the experience once we can deliver the bed successfully.  We have offered complimentary delivery instead of the customer picking up the bed as showing in the order at this time. (TW)

  Customer Answer

  Date: 10/13/2022

   
  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:10/09/2022

  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 following item on Sept 19, 2021 - Queen *********** ****Lift Storage Bed Base Grey Faux Leather SKU ******* Today is Oct 9 ***** I believe we have been reasonably patient but it has been over a year and it still has not shipped. Tried contact customer support multiple times and was offered to have the shipping fee waived which appears to be a standard copy and paste response to people who were delayed for several weeks. However, it has been OVER a year. If we knew it would be this long we would not have ordered this product. We are still sleeping on the floor.

  Business Response

  Date: 10/12/2022

  We have looked into the order and the bed is estimated to become available in the next week.  We will be happy to discuss compensation for the delays and experience in receiving the bed once we make the successful delivery.  (TW)

• Initial Complaint

  Date:10/07/2022

  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 the ***** Natural Storage Cabinet by ********************* from Crate and Barrel on July 31. The estimated arrival was "early August". I paid $2,109.86 for the cabinet including $249.00 in shipping fees. Since my purchase the cabinets arrival date keeps getting pushed back a couple weeks at a time. Now the estimated arrival is late October, but I have no expectations that that date will hold. I would like Crate and Barrel to remedy this situation and send me my cabinet as soon as possible. If it cannot be sent ASAP, then I believe Crate and Barrel should compensate me monetarily for the delay and continuing to string me along. I would never have purchased this piece if I had known it would take three months to get it.

  Business Response

  Date: 10/12/2022

  Delivery has been scheduled for the cabinet at this time.  Delivery fee has been refunded and compensation will be discussed once the successful delivery happens. (TW)

• Initial Complaint

  Date:10/06/2022

  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.

  I made an in store purchase from Crate & Barrel in ***** ** on May 27, 2022.I purchased IN STOCK furniture items that was supposed to be delivered to my home on July 2, 2022. I received two partial deliveries on July 18 and and August 12. As of today, October 6, I am still waiting on a ottoman and sofa cushions. I have been in touch via email and phone several times over the past month with no resolution or future delivery scheduled. Every person I talked to promised to get back with me but no one did. My last call was on September 9, talked to a manager named ********, but no solution, no response, no follow up, even though I was promised I will hear back soon. I would like to receive the items I purchased asap.

  Business Response

  Date: 10/11/2022

  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. We have replaced the cushion with an alternative cushion and waived all delivery fees. We have been in communication and will discuss compensation upon a successful delivery. DW)

• Initial Complaint

  Date:10/02/2022

  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.

  We purchased a couch through Crate and Barrel. Order They completely mislead their customers. They state in stock fabrics then push out dates they are available. Once available they then stretch out the deliver period an additional five to six weeks add in an additional month, month and a half delay. It's one thing to be upfront about delays but to mislead every step of the way a) stock fabric b) delivery date c) received in warehouse and schedule delivery. I honestly thought something was.wrong with their system. I have never experienced.anything like this. You cannot continue to mislead people and have their money for months on end.

  Business Response

  Date: 10/05/2022

  Reviewed the customers order and we have dates available in October this coming week to complete a delivery.  The customer has been contacted with the dates available.  (TW)

• Initial Complaint

  Date:09/29/2022

  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 have an order under number *********, which i'm having problems with which I hope to resolve.It seemed that the order was delivered to the wrong city, as it was delivered to Mount Hope rather than *****************I spoke to purolator and crate and barrel, who said they would resolve my problem within days. (By sept 26).I have not received any sort of resolution or update and it is currently September 29. I do not appreciate this lack of information, and I am upset that Crate and Barrel has lied to me about what is going on with the case.Hopefully this is resolved soon, as I would like to have this dealt with as soon as possible.

  Business Response

  Date: 10/05/2022

  I have reviewed the complaint and the order.  A Case has been filed with Purlator and I have issued a new order to be sent out immediately.  It can take up to nine business days to receive the order. (TW)

• Initial Complaint

  Date:09/27/2022

  Type:Order 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 with Crate and Barrel back on November 7, 2021. I received most of the order but there was a delay on the ceramic frying pan sets. I received an email on September 15, 2022 that the remainder of the order was being cancelled by Crate and Barrel. I had used $205 worth of gift cards as payment as well as my debit card for the remainder. My debit card was not charged but the full $205 worth of gift cards was taken. I have reached out to the company regarding a refund of the additional funds on numerous occasions. First I was told that they owed me nothing. Then I was told they were sending a gift card in the amount of $21.05 to cover the gift card amount that was used but product not received. Lastly I was told I was receiving a credit. None of these things have happened. I have receipts and texts of all of my conversations with them. All I am asking for is a refund of my money for goods I did not receive. My original order number is *********. Please help! I have wasted too many hours trying to get a refund to no avail.

  Business Response

  Date: 09/28/2022

  Customer was refunded to a shop card that was sent out on September 17th.  It takes five to seven business days for it to arrive.  We have reached out to the customer to see if that shop card has been sent. It not, we will resend a new one. (TW)

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18136296
  
  I am rejecting this response because:
  The stated gift card was not sent on September 15 as they originally stated. I wait to reach out to Crate and Barrel once again until September 27. The response was that the gift card had been sent via email. It was not. Then the response changed to they issued me a credit. They did not. The response was then that they had no record of a gift card being sent and were going to change the credit to a gift card. This interaction from September 27 took from 1:03pm to 3:11pm. After stating that my next step was going to be to notify the Better Business Bureau they told me that I would be receiving a gift card via email within ********************************************************************** the over 2 hours it had taken for this text conversation had already notified the BBB.  Crate and Barrels customer service has left a lot to be desired. As a customer I patiently waited over 10 months for a product without complaint. When they cancelled the order I never imagined it would take this much time and effort to receive a refund for a product I never received. I appreciate your time.

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

  Business Response

  Date: 10/04/2022

  Customer has been sent via email on two different occasions a gift card.  Both gift cards are showing active in our system.  They were sent to the email she has on record with us.  This has been verified in our system as well in the notes of the order the customer is referring to.  (TW)

• Initial Complaint

  Date:09/26/2022

  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.

  We placed an order for 2 coaches in October 2021 (order number *********). We went to the store and they told us we will get them in max * months. We placed the order and a week later we were told the order was delayed till June. They charged us for 50% of it. Meanwhile I had friends buying furniture from them and they got theirs way before us. I got an email late April that my coaches were ready for shipment. I called to schedule the delivery and we were told the first available is in June. At that point they already charged us for the full order. I called them and they said the coaches were in the warehouse- when I asked which one they told me one warehouse in GA. I told them Ill go and pick them up myself.. and then they said they made a mistake and the coaches were in a warehouse in a different state(far away). I didnt have a choice but to wait another 2 months. Oh well, when they arrived the coaches were both damaged. Had stains on the upholstery, and the wood legs were damaged. I emailed them pictures of the damages and they offered me replacement which will take another year or 10% discount. I considered this offensive as their outlet and clearance sales offer items at 75% discount and most of them are in better shape than these. First of all they kept my money for so long and they then delivered a damaged product. I do not trust them at all and dont want to order another set of coaches from them. They also send me the wrong item- we ordered a 2 pillow coach (shorter) and the same coach with * pillow and longer. We got the same size coach -one with 2 and one with * pillows. It makes no sense one will order same size coach with different number of pillows. Anyway, at this point, I am requesting 75% discount on these.

  Business Response

  Date: 09/28/2022

  This order was placed by a design trade specialist.  We are happy to assist the customer but will need their design specialist to reach out to us to discuss options. (TW)

• Initial Complaint

  Date:09/25/2022

  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.

  I placed order # *********** in August. One of 3 furniture pieces was delivered successfully. The sales rep told me that I should expect a late September delivery of the other 2. I fully understand that the pandemic has impacted furniture production greatly, but this expected delivery date was given with that in mind. The estimate was later pushed to October, and then again to late November. When I checked my online account this week, the 2 back-ordered pieces disappeared from my order entirely (it was previously shown with the estimated delivery date). A customer rep sent me the original invoice as evidence that the order is still in their system, but ignored my raised concern re: no longer seeing it in my order online. I have paid a net total of $4100.96 to date, but the order in my account shows only the one delivered furniture piece at a total cost of $1048.66. After multiple delays and now system glitches with the order, I contacted C&B to cancel the 2 back-ordered pieces and get a refund of the difference = $3,052.30. I was denied. At this point, I solely want a refund, and do not want any new assurance of a future delivery date. I have contacted my credit card company to dispute the original charges (minus the $1048.66 paid for the delivered piece). I am also considering contacting my state's *********************** to file a consumer protection complaint.Side note: I had 2 other issues with this order that were ultimately resolved, but required far too many emails and phone calls on my part. Issue 1: When I placed my order in-store, there was a "corporate computer glitch" that prevented my order from being accepted, as it mistakenly gave me one of the furniture pieces for free. I had to wait 2 weeks to get this resolved. Issue 2: When I replaced a pending item in the order, the original 15% new-home discount was removed and extra delivery fees were added. I had to go back and forth for weeks for the proper credits to be added back, which they finally were.

  Business Response

  Date: 09/27/2022

  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 are submitting a request to see if this can be canceled through our vendor, and will update. All delivery fees have been waived. We can discuss compensation and will be in touch in 7 business days.  (DW)

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18126732
  
  I am rejecting this response because: I am still waiting for a response from Crate and Barrel about refunding the balance of this order. (C&B asked me to wait 7 business days, but BBB required a response from me within 7 calendar days). 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/06/2024

  The Better Business Bureau has received your response to the complaint, but still considers it unresolved. There is no action for you to take at this time. We will contact you when we next require your input." Since I am not able to access this complaint online due to the age, I am not sure what the complaint was in regards to. From the information in Gladly it may be due to a furniture order that was on BO, and the costs paid on the order. Last note on the order from 10/07/22 mentions a CC dispute and that the order is no longer paid for.