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

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

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:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the store at CB2 in ****** at the domain to order two items that I wanted. They said it was in stock and then after a bunch of messing around they said it went out of stock because they had to remove it from the cart and add it again. I wanted to make sure its actually out of stock (the mirror) and if we can do anything to get it faster. The order number in question is: ***********

  Business Response

  Date: 03/22/2025

  We appreciate the customer's concern but according to the order, the mirror is available and delivery is booked for 3.28.2025 (EF) 
  

• Initial Complaint

  Date:03/19/2025

  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.

  Transaction Date: 1/5/2025 Order #*********** Total paid $191.88 ($41.48 Crate and Barrel gift card and $150.40 Discover card)Purchased from wedding registry by Crate and Barrel (CB) via phone for June 22, 2025 wedding. Note my email and phone information was provided when the order was placed. CB web site indicated shipment within 4 weeks. Checked my CB online account and email spam folders, beginning 2/21 and no notification of shipment. Asked family if shipment delivered, none received. Finally, called CB for status and told 7pc Cuisinart pots and pans delivered by ***** on 1/8/2025. Same day, Reported to CB customer service, stolen from porch. ** replied a police report must be filed. Report filed and sent to CB on 3/11. Then told to provide a receipt for payment (also provided). Being unjustly delayed, I filed a dispute with my credit card company that is temporary and pending investigation. ** refuses to ship a replacement until I remove the dispute. Further, they refuse to issue a refund for the $41.48 gift card which is not part of the dispute.

  Business Response

  Date: 03/22/2025

  "We are sorry to hear that the gift registry guest did not receive Ms. ******* intended gift. We can confirm that the order number ***********, was placed on January 5, 2025. The Cuisinart MultiClad Pro 7 Piece Set was processed for shipping on January 6, 2025, with a ***** tracking number of 43567976036.
  
  According to ***** tracking, and the attached photo, the package was delivered on Wednesday, January 8, 2025, at 11:49 AM. However, if the package was stolen, we require proof of purchase and a police report for further review. This information is required for review and approval for either a replacement order or full refund.
  
  On March 3, 2025, we received notification from Ms. ****** credit card provider that a dispute had been entered for the order in the amount of $150.40. Until the credit card provider makes a decision based on the required information from Crate&Barrel, the order remains unpaid. Therefore, we cannot take any further action on the order at this time.
  
  If Ms. ***** drops the dispute with her credit card provider, and we receive confirmation of this action, we can review the matter further. TP"

• Initial Complaint

  Date:03/19/2025

  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.

  Dear BBB,Im reaching out here because I cant get help anywhere else. I returned my order, which was delivered to Crate & Barrels warehouse on March 5. However, every time I contact customer service, Im told that the returns department hasnt marked it yet and to wait a certain number of days before following up again. I wait until the given time frame, only to contact back and be told to wait even ********* has now been two weeks since the return was delivered and 10 business days, yet my refund still hasnt been processed. Can this be resolved already?For reference, here are my order number and return tracking details:Order Number: *********** Return Tracking Number: ************ I would appreciate a resolution as soon as possible.

  Business Response

  Date: 03/19/2025

  Thank you for contacting Crate and Barrel in regards to your order and concerns. We have reviewed this order. Typically returns do take ***** business to process. For this particular order this return is being reviewed by our loss prevention team. Replacements were requested on February 24, 2025. These items stated to not be received were and shipped after the return request. If the replacements were received you are required to send both the original items received and the replacements to receive a credit to the order for returns. Crate and Barrel will not offer free replacements and credits. Please allow time for a proper and details review to take place on the logistics and status of the items of this order. We appreciate you patience.  ****

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23085888
  
  I am rejecting this response because:

  I never received the first order. The only items I returned were from the replacement order because they were incorrect. Instead of receiving the Hue Dinnerware Set of 4, I was only given 2 plates, and the Bamboo Glass Storage Set had dark wood lids instead of the bamboo lids I originally ordered.
  
  
  I received an email on March 2nd notifying me that my order had arrived at *****. I picked it up later that same day and immediately noticed the issues. On March 2nd, I returned the incorrect items. Ive attached a screenshot of the email confirming my order was ready for pickup on March 2nd, along with a picture showing the incorrect dark wood lid.
  
  
  To be clear, I only returned the replacement order, which was incorrect. I find it frustrating and unacceptable to be treated as if Im being dishonest about this situation. At this point, I am done dealing with Crate & Barrel, as they have made this an unnecessarily difficult process.
  
  
  I would appreciate a resolution to this matter.
  
  
  
  Sincerely,
  
  ******* W

  Business Response

  Date: 03/20/2025

  Thank for the additional context. At this time, there is no update for your inquiry. This is currently under investigation with our Loss Prevention Team due to several previously noted concerns and people unrelated to the order contacting Crate and Barrel requesting refunds on this same order. We appreciate your patience while the appropriate department works to find a resolution.   (DR) 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23085888
  
  I am rejecting this response because:

  dont understand what you mean by previously noted concerns or people unrelated to the order requesting refunds. Why would anyone who isnt connected to my order be trying to request a refund? That makes absolutely no sense, nor do I understand why youre bringing this up to me instead of just processing my refund.
  
  
  Youre saying this is still under investigation, yet your team has had 14 days to resolve it. You just admitted that you received the return, but youre still acting as if I have the items. Ive been patient long enoughthis has gone on for too long. The entire reason I escalated this through the Better Business Bureau was to get this handled by someone who can actually do something, rather than being told to wait over and over again. Ive contacted Crate and Barrel repeatedly for two weeks, only to be told to wait 7-10 business days, which has already passed, and then to be told the return hasnt been marked.
  
  
  At this point, you have the tracking information, youve confirmed receipt of the returnso  what is the delay. This is completely unacceptable.
  
  
  
  Sincerely,
  
  ******* W

  Business Response

  Date: 03/20/2025

  At this time, there is no update for your inquiry. This is currently under investigation with our Loss Prevention Team. A refund will not be issued at the current time due to the investigation.  We appreciate your patience while the appropriate department works to find a resolution and obtain their required information for the return and order.   (DR) 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23085888
  
  I am rejecting this response because:
  What exactly is being investigated? Was the return received or not? Just earlier, you accused me of having both the original order and the replacement, yet now youre saying the refund is on hold due to an investigation. Every time I contact Crate and Barrel, Im given a different excuse, a new supposed investigation, or told that yet another department has to review it.
  
  
  Consider this a formal notice that I am giving you 48 hours to complete whatever investigation is supposedly taking place and issue my refund. If this is not resolved within that timeframe, I will escalate this legally.
  
  
  At this point, Crate and Barrel is withholding my refund despite clear proof that the returned items were received. This constitutes breach of contract and unjust enrichmentyou are refusing to issue a refund for merchandise that has already been returned, while still retaining both my money and the items. If necessary, I will pursue legal action for fraudulent business practices and failure to honor a refund for a returned product, and I will not hesitate to file a formal complaint with the ************************, the ************************, and consumer protection agencies.
  
  
  Sincerely,
  
  ******* W

  Business Response

  Date: 03/21/2025

  At this time, there is no update for your inquiry. This is currently under investigation with our Loss Prevention Team. A refund will not be issued at the current time due to the investigation.  We appreciate your patience while the appropriate department works to find a resolution and obtain their required information for the return and order.   (DR) 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23085888
  
  I am rejecting this response because:

  
  You can keep giving me the same generic response, but Im done waiting. This so-called investigation has gone on long enough with no real updates or progress. If this isnt resolved immediately, I will escalate this legally for withholding my refund without justification. Youve received the return, yet youre refusing to process my refund. If I dont see action within 48 hours, Ill move forward with legal action for fraudulent business practices and failure to issue a refund for a properly returned order.
  
  
  Sincerely,
  
  ******* W

• Initial Complaint

  Date:03/17/2025

  Type:Billing 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.

  Im writing to share an extremely frustrating experience with Synchrony, your credit card provider, which has left me deeply disappointednot just with them, but with Crate & Barrel for partnering with a company that treats loyal customers so ********* a longtime customer who has spent tens of thousands of dollars at Crate & Barrel, Ive always paid my credit card on time. My account is set to auto-pay, but since Synchrony doesnt allow linking a savings account, I have to manually transfer funds each month. This time, my transfer didnt process in time, and when auto-pay hit, my checking account didnt have enough funds, leading to a $30 returned payment fee and $80 in interest on a $2,700 balance.I immediately contacted Synchrony, explained the situation, and asked for a one-time courtesy adjustment. The customer service representatives were polite and understanding, but they could only repeat policy. When I escalated to managersincluding **** (ID ending in 4316)they were impatient, dismissive, and unwilling to consider my loyalty or payment history. When I told **** that if they insisted on charging me, Id rather pay off my balance and close my account, he processed my request without hesitation, as if losing a longtime customer meant ********** sharing this with Crate & Barrel because your choice of credit card provider directly impacts your customers experience. A brand known for quality and customer loyalty shouldnt be associated with a credit card company that prioritizes fees over fair treatment. This experience has completely soured my view of Crate & Barrel, and I wont be shopping here again anytime soon.I hope Crate & Barrel reconsiders its partnership with ********* before more loyal customers are driven away like I was.

  Business Response

  Date: 03/18/2025

  We are truly sorry to hear about the negative experience this customer had with our partner **************. We value their feedback and understand how frustrating this situation must have been for them. Customer satisfaction is incredibly important to us, and we will ensure their feedback is relayed to the appropriate teams. (AW)

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23077056
  
  I am rejecting this response because: I appreciate the response, but unfortunately, it does not provide any meaningful resolution. The reply feels like a generic, automated response with no clear indication of actionable next steps. Phrasing like relay the feedback to the appropriate teams gives little confidence that my concerns will be taken seriously or lead to any real changes.
  
  I doubt I am the only loyal customer who has had a negative experience with your credit card provider, and its disappointing to see that these concerns are not being properly addressed.
  
  At this point, I dont expect a resolution, as I understand that a company may not make major changes based on one customers feedback. However, I stand by my decision to no longer shop at Crate & Barrel and hope this review serves as a reminder for others to consider their experience before making a purchase.

  Sincerely,
  
  Lingxu Li

  Business Response

  Date: 03/20/2025

  We sincerely apologize to the customer for their recent experience with our partner, **************. We regret to hear about the issues they encountered with both their payment and the customer service team at **************. Please note that any fees and interest associated with the credit card are determined by the terms and conditions which the customer agrees to upon opening a ********************** credit card account with ***************
  
  Regarding the feedback provided, we truly value it and want to thank the customer for sharing their concerns. As mentioned, we have forwarded this information to our team that collaborates with ************** for their records and review.(AW)
  

  
  

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I will "accept" this response, but not because my issue was resolvedrather, because I dont have time to keep going in circles. I remain frustrated, especially by the suggestion to simply read the fine print. I can read just fine, but if a company prioritizes policies over customer service, that speaks volumes. And a company that knowingly partners with ********* despite numerous customer complaints is also making a disappointing choice. 
  
  Sincerely,
  
  **ngxu **

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint regarding Crate & Barrel's failure to process a refund for my returned order. I returned four curtain panels nearly two months ago, and despite multiple follow-ups, I have not received my refund.TIMELINE January 3, 2025 Return delivered to Crate & Barrel per ***** tracking NUMBER (797082844492).February 20, 2025 Contacted customer service on and was informed that the warehouse had not marked the order as returned, but I would receive an update within ***** ******** has now been three weeks with no resolution. I have made every effort to resolve this issue directly with Crate & Barrel, but they have failed to process my refund or provide any meaningful update.I am requesting immediate action to ensure my refund is issued promptly.Thank you for your time and assistance.****** Order Number ********* Items Returned Warm Beige Cotton Velvet Window Curtain Panel with Lining (48x96)SKU: ****** Price: $179.95 each Quantity: 4 Total: $719.80 (plus tax)

  Business Response

  Date: 03/11/2025

  We want to offer our apologies to the customer for the delay in issuing their refund. Upon reviewing the customers order and return, I can confirm that our tracking records show the item arrived at our warehouse on January 3rd. Unfortunately, the return has not yet been marked as checked in by our returns department, which resulted in a delay in processing the refund.

  Since we have tracking documentation confirming the return, I have personally processed the refund, and the customer should see this on their credit card statement within 3-5 business days. I have also provided this information to the customer as well. (AW)

  Customer Answer

  Date: 03/11/2025

   
  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:03/10/2025

  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 ordered 4 chairs on 2/18 ( order number ***********. I told them I needed a *** (Certificate of Insurance)) for my co-op. I have called repeatedly. Called again on 3/6- told they would send within 3 days. Called today- ****** of customer service said it was sent 6 days ago . My email address is ********************* they sent it incorrectly to Gmail ). I asked to send it to me now. Now ***** of customer service is saying he does not see the ***.

  Business Response

  Date: 03/20/2025

  Hello, and thank you for bringing these concerns to Crate and Barrel through BBB. Typically *** are sent to the building or property manager directly. not the customer. They are issued 3 business days prior to the delivery and it is our policy that these be filed prior to the delivery, not the day before or day of delivery as our warehouse may not be able to fulfill the request immediately, insurance and liability reasons. I do show this was filed on 3/10/2025 for a 3/11/2025 delivery by a local warehouse team. This delivery was scheduled for 3/11/2025 and according to the order has been fulfilled. This request as expired at this current time. Please let us know if there are any other issues that need to be addressed.   (DR)

• Initial Complaint

  Date:03/08/2025

  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.

  To whom it may concern,I received an offer from Crate and Barrel on 05/Dec/2024 stating that I would receive $100 in bonus reward dollars if I made a purchase between 12/4/24 and 12/18/24. On 18/Dec/2024, I made a purchase (Order# ***********) in which I am qualified to receive the $100 in bonus reward dollars. However, when checking my ************* account they added the $100 and then removed them. This is a bait and switch example at its finest! I spoke to a representative at ********* who told me they could not help because this was not a ****************** offer and that I would have to contact C&B, which I did. Or course, C&B told me this is something they could not help with because they do not handle anything to do with reward dollars and that I would have to contact C&B Synchrony credit card to investigate this making this entire process a nightmare. I believe that ************** is performing some type of bait and switch on my account, which is totally illegal. At this point, there is no reason for me to continue shopping at C&B and having a C&B Synchrony credit card moving forward if these are the types of games that will be taking place. Thank you for the failure to assist during all of this!

  Business Response

  Date: 03/09/2025

  Hello, and thank you for your feedback sent to Crate and Barrel through BBB today. I have reviewed your order (***********). This order was x2 Pumpkin Ginger Candles. Only x1 Candles was processed due to a limited availability, as these were a season item. The remaining $26.53 was credited to your Bank on on 12/21/2024. You should see that credit on your banking statement within 3-5 business days of the credit/transaction date. As for Rewards and the benefits of those rewards, Crate and Barrel does not have access to your financial account with ************** (this is for your privacy and protection). Rewards are a perk/benefit that is provided by your issuing bank. During the timeframe you are noting, the reward bonus was "double rewards" during the timeframe noted. We did not have an offer for $100 rewards for purchases. $100 would exceed the 20% of your order total. To further explain, that promotion would increase the standard 10% rewards to 20% on sales made during that timeframe. For you current order that would qualify your order for rewards that totaled $5.30. Rewards are banked and issued once you reach $20, so you have not quite met that quota as of yet, but when you totals reach the mark - you will receive your rewards through your statement, whether you view those by mail or online login. Any other rewards questions should be directed to ************** directly, as they will have direct access to your account with them, as the issuing bank, and can answer any further questions you have. **************: ************** - We understand the rewards concerns you have and how frustrating that it can be. We hope we have explained this to the best of our ability to you from Crate and Barrel. These terms for your Rewards with your issuing bank can be viewed online with your application confirmation in further detail.    ****

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23038296
  
  I am rejecting this response because:

  You obviously did not look at the attachments to this complaint because if you did you would have seen that I in fact only ordered 1 (one) item on Dec 18, 2024, 6:09?PM, and that in fact I ordered this within the timeframe where I would receive a $100 reward certificate for doing so.  This is also part of the attachments showing that Crate and Barrel sent me a "Bonus Reward Offer" on 05/Dec/2024 at 5:02 PM stating "TIS THE SEASON FOR GIFTS earn $100 in bonus reward dollars when you make a merchandise purchase at Crate & Barrel with your Crate & Barrel credit card, now through December 18th."

  Well I made my purchase on 18/Dec/2024 for one item.  Then I check my C&B credit card account to see the $100 added but then removed!

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

  Business Response

  Date: 03/10/2025

  We reviewed this with our Marketing Team. This is not a typical promotion or offered through our **************** or Card Members. They did advise and you are free to review your "terms of usage" disclosure - your current order does not qualify for the reward. It states the items must meet specific criteria. Your order was for a final sale item, and it must be full-priced. Although we cannot request your issuing bank to process the $100 reward or provide a Gift Card for that amount. You original order was credited appropriately and charged only for the one candle purchased, which did not meet all terms for rewards. We are happy to extend a 20% promotional discount on a future purchase as a courtesy to you, due to the time you have spent with your concerns.   (DR)

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23038296
  
  I am rejecting this response because:

  Maybe you should read the terms yourself from the offer that was attached to the complaint:

  "^To earn $100 in Bonus Reward Dollars, you must use your Crate & Barrel Credit Card or Mastercard to make a merchandise purchase at Crate & Barrel between 12/4/24 and 12/18/24. Please allow up to 60 days after the offer period ends for the Bonus Reward Dollars to post to your account. Only one $100 Reward Dollar Bonus can be earned with this offer. Account must remain open and be in good standing at the time the Bonus Reward Dollars are applied. See your Rewards Program Terms for details on earning rewards. Offer is for the intended recipient of this communication only and is not transferable."

  Nothing mentioned about final sale items...

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

• Initial Complaint

  Date:03/06/2025

  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 an order February 25th. Item was in stock, and was in stock on the 27th when they marked it as shipped. Delivery date was updated on their website for March 5th. Today March 5th I checked, and it still says shipped and ***** just says label created. I called and I could not get a straight answer, outside of we can reorder it. Problem is, it's sold out. Then, the woman says well what do you want us to do if we don't have any?

  Business Response

  Date: 03/13/2025

  Thank you for bringing this matter to our attention. Weve investigated the whereabouts of the package shipped via ***** with tracking number ************. Unfortunately, it appears to be lost. We explored the possibility of a replacement but regret to inform you that the Bashful Woodland Bunny Medium is no longer available. We sincerely apologize for the inconvenience caused and the fact that the package never arrived as intended. Weve refunded the full amount of the order since theres no more inventory to fulfill your purchase. You should expect the refund to appear in your credit card account within 3-5 business days. TP

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23027505
  
  I am rejecting this response because:

  The reply does not address any of my issues and contains false information verified by a third party company (FEDEX). 

  I have explained the issue of taking someone's money, having the item in stock for a week, falsely marking it as shipped yet ***** said they dlnever received the package from Crate and Barrel at all, and now the item is out of stock everywhere. At the core of this is wasted time, and if I hadn't reached out then the company will still just be holding money. Companies should be not able to do business if they cannot verify inventory and take your money without any recourse. There has been ZERO communication from crate and barrel. No offer of delivery, just that they are sorry they were caught holding customers money and leaving them in thr dark while selling items they claim to have already shipped yet was never actually. 

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

  Business Response

  Date: 03/15/2025

  We understand your disappointment with not receiving your item. As we explained, we investigated a replacement, but it was unavailable. Instead, we issued a full credit for your purchase. The information you received from ***** may indicate that the label was created but not scanned. From our perspective, the package was picked, boxed, and shipped. Most packages leave our facility in bulk when ***** collects parcel loads. The first scan occurs only when the packages reach the ***** facility. Since theres no record from ***** of this package being scanned, we consider the package lost.

  You order was placed with us on 3/25/25 after noon. The order was received and confirmed shipped on 2/27/25. The shipping time frame on standard parcel packages is 3-5 business days (not including weekend days). Based on the shipping time frame, you should have received your package between 3/4/25 and 3/6/25. Our records indicate that you reached out to our customer care on 3/5/25 concerned about the whereabouts of your package. We sincerely apologize that a determination could not be made sooner that this package was lost. We value your feedback about your experience with our customer care team and will ensure it reaches the appropriate managerial channels. TP

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23027505
  
  I am rejecting this response because:
  The response from crate and barrel once again shows they do not understand the issue and will continue to create issues for customers with no focus on theor concerns. For starters, look at the response. They claim that their records show I purchased on 3/25/25. So I went to the future in 2 weeks and purchased it supposedly. This shows to me they don't care. Secondly, crate and barrel admit to marking it as shipped, yet how can that be done to something that supposedly didn't exist? Then waiting for a call from the customer is your solution? Shifting blame to others like *****, or others shows lack of responsibility along side of understanding the customer, me. 
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a working crib and I have a baby that needs a crib. This is the fault of crate and barrel and the delivery people. I originally purchased the **** and assembled it as a crib. No issues with crib.Then-I purchased a toddler side rail. There was NO mention that the side rail would not work with the crib. The side rail could not be used with crib since the placement of the hardware was changed. Again, no mention of this on the website that there would be an issue of ordering a side rail for the crib it was designed for. Then-Crate and Barrel sent a replacement crib that would allow me to use the toddler side rail. Then the delivery people TOOK ONE OF THE NEW SIDES OF THE **** WITH THEM. Leaving me with an old side of the crib and a new crib.Then I had a baby who needs a crib! The old side does not line up with the new crib. The delivery people said the sides would work and took the new one back in the truck. Leaving me with a crib that cannot be assembled. Crate and Barrel is refusing to admit fault or do anything to correct their mistakes. Citing their 30 day return policy. Using the old side with the new crib would mean I would have to somehow alter the crib which would not be safe for my baby. Changes to the design of the crib (without any mention of it on the website or warnings when ordering) and mistakes made by the delivery people have made the entire experience of owing a crate and barrel crib ridiculous.

  Business Response

  Date: 03/07/2025

  Hello, and thank you for your feedback and sharing your concerns with Crate and Barrel through BBB. Upon reviewing this we are very sorry to read your experience and see your expectations have not been met. We must note that this order is 6+ years in age and that we do recommend always purchasing the crib and toddler rail together. Although the Ever Simple Crib is not listed online anymore I will attach an example of the recommendation we share on all Crate and Kids Bedding Collections. This is in an effort to ensure that if any changes are made while we continue improve products affect your current model. We also offer Set Packages that include both Crib and Rail with a Set Saving to make this more friendly and helpful to our Crate Families. I see our **************** did explain these policies and return issues based on the aged order and updates made to the crib that will not accommodate the current rail you have purchased. Please review these recommendations and we are happy to review and further discuss.    ****

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23025354
  
  I am rejecting this response because: 
  

  this was an error that is crate and barrels. I did not have a baby to reassemble the crib for 30 days after I converted it to a toddler bed. 

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

  Business Response

  Date: 03/20/2025

  We understand the concerns you have. We must note again, it is noted on the website and through our "picking a crib" documentation that toddler rails should always be purchased together. This crib is over 6 years in age and the toddler rail was purchased years after. We know this is not ideal, but Crate and Barrel cannot provide a replacement crib, but can offer a 20% on the purchase of a new crib and toddler rail.   (DR)

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service 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 opened a registry with Crate and Barrel and this included a promotion that once my guests spent $500 from my registry using a link, I would receive $50. However, I have been reaching out to the company for days and they have not been useful. They have been providing me with wrong terms and conditions, are not even aware of promotions on their website and have ended conversations because they could not find a resolution. One person did send me a $50 card initially but that is not the point. I have been treated like an idiot and invaluable customer and my question of how much progress I have made toward the promotion still has not been answered

  Business Response

  Date: 03/06/2025

  We sincerely apologize for any confusion regarding the registry promotion. When registrants sign up for Crate and Barrels Registry Referral Program, they receive a personalized sponsored link to share with their guests. To qualify for the promotion, purchases must be made through this link so they can be tracked and credited towards the registrant's promotional goal. If the link is not used, we are unable to track the purchases or associate them with the promotion. These terms can be found at: *****************************************************

  
  Once purchases made through the sponsored link reach the specified goal, the registrant qualifies to receive a $50 coupon. In this instance, because the tracked purchases did not meet the program's terms, the coupon was not generated. However, we recognize that the total value of orders on the registry exceeded the goal, so as a gesture of goodwill, our customer service team provided the registrant with a $50 gift card. (AW)

  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23021635
  
  I am rejecting this response because: as you can see from the screenshot that is not how that went. Sure, I received the $50 after hours of talking to people but that is not the issue. Every single employee I spoke to did not know what promotion I was talking about. They gave me terms and conditions for multiple other promotions. They even had the audacity to suggest that I misinterpret the promotion, insinuating I lack basic reading skills. The fact that the employees dont know about the promotions is unacceptable. Furthermore, to this day no one has been able to tell me how much I have reached towards the promotion. The customer service has been terrible and quite frankly unacceptable. 
  
  Sincerely,
  
  Shumiya Islam

  Business Response

  Date: 03/10/2025

  We sincerely apologize for any confusion or misinformation the registrant may have encountered regarding their Registry promotion. We understand how frustrating this situation might be, and we are committed to clarifying any misunderstandings.

  
  Crate & Barrel offers several different promotions, which may have contributed to some confusion and miscommunication among our associates. The specific promotion the registrant registered for is managed by our partner, Talkable. Since Talkable oversees this promotion, our associates do not have direct access to the registrants progress toward the promotional goal.

  
  To ensure contributions count toward their goal, its important that the guests make purchases using the personalized link provided by Talkable. Unfortunately, if this link is not used, Talkable is unable to track the progress toward the promotion goal. According to Talkable, as of now, only one purchaseamounting to $179.95has been made using the registrants customized link.

  
  For convenience, weve also attached a copy of the terms and conditions for this promotion. These are available for review at the time of registration, and we do suggest that the registrants carefully review these terms at the time of registration.

  
  We sincerely apologize again for any confusion or misinformation the registrant may have received regarding this promotion. (AW)
  

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23021635
  
  I am rejecting this response because: this seems inaccurate considering there was already over $300 which was recorded earlier from the purchase of a kitchenaid that has not been returned, see referenced photo. Even if only those 2 items were purchased, the $329.25 plus $179 is greater than $500. As such, I would like to know why I never received my $50 voucher. Again, I am acknowledging I received a goodwill $50 after numerous hours were spent with customer service. They even said, this was not for the promotion as I did not meet the criteria. So why is the system not accurately counting purchases?
  
  Sincerely,
  
  Shumiya Islam

  Business Response

  Date: 03/18/2025

  We sincerely apologize for any confusion regarding the promotion the customer registered for. As mentioned, this promotion is managed by one of our partners, Talkable, and our team has limited access to the customers progress on this offer. Per the terms and conditions, any specific questions regarding the promotion should be directed to Talkable.

  
  Due to the nature of the promotion, it is crucial that gifters use the link provided in order for their purchases to count toward the promotion goal. If the link is not used correctly, the funds may not be applied to the promotion. However, we understand that issues may arise causing purchases to not get added towards the goal, and when these are brought to our attention, as a goodwill gesture, we work to issue a $50 gift card to ensure the customer still receives the intended reward.

  
  When the customer reached out to us regarding the issue with the promotion, our team was able to review their registry and confirm that $500 in purchases had been made from their registry. To honor the terms of the promotion, we then issued a $50 gift card as a gesture of goodwill. (AW)