Business Profile

General Merchandise

Crate & Barrel

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

533 total complaints in the last 3 years.
168 complaints closed in the last 12 months.

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Submit a Complaint

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:09/24/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Gather Deep Leather Sofa on March 17 2022 and *** is end of May 2022. Order# *********. Now is end of September 2022 and I'm still waiting for the sofa. The *** gets pushed into a future date every two weeks and I never receive any other info besides that. I emailed customer service last month asking about any updates and all I got was the same *** showed on the website (which of course was delayed again). Due to the extreme delay, I had to purchase a second hand couch, which was extra time and money for me. Crate and Barrel charged me over $3,000 in March 2022 and showed no effort to delivery the couch six months later. Even customer service was just copying the date (which is apparently incorrect) instead of actually looking into the situation and providing a more accurate date. I'm very unhappy about the situation and I'd like to get compensated for the time delayed and all the inconvenience caused by it.
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. The delivery fee has been waived and left message to discuss additional compensation. (DW)
Customer Answer
Date: 09/27/2022

Complaint: 18124197

I am rejecting this response because:

Thanks for waiving the shipping charge. However, I do not see the message left to discuss additional compensation?

Sincerely,

*******************
Business Response
Date: 05/02/2023
Order #********* - Customer rejected because the initial response did not include a compensation amount, only that it would be discussed after delivery.
Initial Complaint
Date:09/24/2022
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.
We ordered a new bed from Crate & Barrel back on April 14th, 2022. We were told all items would be in and ready for delivery by late May. Delivery dates kept getting extended again and again. We had to purchase a bed frame to use temporarily so the mattress would not sit on the floor due to this late delivery.nowthe bed was finally delivered a week ago, but all of the hardware for the supports was not included! It is very poor quality control that a piece of expensive furniture would be delivered without all the hardware necessary to install it.Our new bed now sits on the floor, without the frame support structure, and the hardware is on back-order.We paid $249 for full delivery and installation. And now we wait. Again.
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 have credited the delivery fee and credited an additional 10% back to the order due to the delays and issues with the order. (DW)
Customer Answer
Date: 09/27/2022

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 for the refund.
The order for the missing hardware initially identified early October 2022 as the delivery date. Now that has slipped to mid-October 2022.
The unknown delivery date for final set up and installation remains a concern as we continue to sleep daily in a bed resting on the floor. A commitment from the business to set a final delivery and installation/setup date is much preferable to the unknown.
thank you.

Sincerely,

*********************
Initial Complaint
Date:09/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a couch with Crate & Barrel in the store in November of 2021. I was told that it would take a few months because of supply chain issues with Covid. We discussed a time frame for delivery and we went ahead with the order. When it was pushed back the first few times I tried to be very understanding. However we are now approaching the 1 YEAR **** and I still do not have my couch - yet they have my money and have had it for a year! They will not cancel the order or give me my money back because it is a custom order. We got rid of our other couch to make room for this one and have been sitting on floors pillows (which I needed to purchase), now for almost a year! I have escalated this to management numerous times and they keep saying that they will **** this as a priority and keep me updated as we go - and then I hear nothing. The only way I even know it gets delayed again and again and again is by an automated email or by going online. They have offered me a 15% discount for my next purchase - why would I buy anything from them when I know I will not receive it? I need them to compensate me for what I have had to spend in the meantime, for interest on my money they have, for the time I have spent contacting and speaking with them for almost a year. I honestly can not believe this. We have been such loyal customers and bought so much over the years but this is just unfair. They have completely lost my trust as a customer.
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 crediting back 15% of order ($398.11) and the $149.00 delivery fee due to the delays. (DW)
Initial Complaint
Date:09/21/2022
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.
Date:Original purchase 6/8/2022 Amount:$2,637.8 Commitment:188373 ************************* w/*** ******************************** ********* Delivery & assembly Promised 1 month verbally Receipt indicates mid Aug Dispute:First attempted delivery of bed occurred on Sep 3. However was missing a part. Although we offered to get the part from the warehouse, couldnt coordinate with warehouse. Bed disassembled and returned to truck. Attempted to Contact sales associate at store of purchase, general customer service toll free number, text and email. Eventually they called to establish Second delivery on 9/17. Charged additional delivery fee without notice. We called and disputed then the additional delivery fee for their error was removed. On 9/17 at beginning of delivery window received phone call that delivery was cancelled. Called & texted customer service and was very clear that if the bed was not delivered that day as promised they must cancel the order and refund the money. **************** rep ***** said she would do it as soon as their system updated that the bed was not delivered. Now, 3 days later the account says the bed was delivered with no refund provided to the credit card as requested. We have been in contact with crate and barrel repeatedly. They are holding our money hostage. We just want a return of our money for an item that was never delivered. Order number:60232014095 Store of purchase:********* ********************************************************************* ************** Sales associate:***************************
Business Response
Date: 09/21/2022
Credit has been issued. It can take up to five business days to see it on the credit card statement. An email was sent that confirmed the refund was being processed as well. (TW)
Customer Answer
Date: 09/29/2022

Complaint: 18055303

I am rejecting this response because:
On our order, it is listed as having paid ******* before adding 10%.
Please see attached screen shot from original order.

Sincerely,

*********************
Business Response
Date: 10/04/2022
Confirmation of the transaction has been sent to the customer. They have been refunded the amount that was charged to their credit card. Transaction number reflecting the refund has been provided to the customer. (TW)
Initial Complaint
Date:09/18/2022
Type:Delivery Issues
Status:
UnresolvedMore 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 *********** ******* was ordered many months ago. After several months it was received and reported damaged upon delivery. *** received multiple delay notifications and am now being told it wont be delivered until February, over a year from the original order. Meanwhile the item is fully paid for and I have a damaged dresser taking up space. I am seeking a full refund
Business Response
Date: 09/20/2022
We understand the customer's frustration and disappointment that the order did not get there in good condition, and the replacement has a long backorder. 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 will be happy to return this item for a full refund. (DW)
Customer Answer
Date: 09/22/2022

Complaint: 18041913

I am rejecting this response because: No, we want the replacement when it is available, and for now we have a stop gap. Offering a refund >6 months later is not really acceptable. My request is some form of compensation as well as moving our order for the next one to the "front of the line." It seems that once the damaged furniture was delivered, our order for a new one moved us to the back of the line

Sincerely,

*********************
Initial Complaint
Date:09/16/2022
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.
Bought a sectional sofa in the beginning **** Standard sizes and crate & barrel proprietary fabric. They said it would take 16 weeks (which is ridiculous to begin with). Then they constantly push it back. Nothing one can do. 5 months later and they dont have a clue when it will be shipped, which ** told can take up to another two weeks beyond their ready for delivery notification and we are still without a couch. Never again!I have heard the response that these delays are due to the global pandemic HOWEVER, its a sofa. Made with wood stuffing and fabric that, I was told was crate & Barrels stock fabric. We arent waiting for chips from ****** or steal from ***** stuck on a freighter in the pacific. Making a sofa is incredibly simple. It shouldnt take 16 weeks to begin with and certainly should be delayed another 8 weeks beyond the agreed upon delivery date. We could have purchase a very similar sofa from Pottery Barn or Restoration Hardware or ***** ******. Crate & Barrel has neither a price saving nor a higher quality. We very much regret our decision to trust the company. And No crate and Barrel does NOT keep their customer appraised of the delays. I have to log on to my account to see that I place the order but nothing has been done since then. I do see that it changed the expected completion date date by another 2 weeks. And then I have the pleasure of waiting goodness knows how long before I can get our crate & barrels schedule for delivery which is very expensive to begin with. How is the delivery fee not part of the purchase price since crate and barrel is forcing me to wait for the build to before it gets delivered? I would gladly walk out of a store with an item but I can not. Spending over $5k for a sofa one might expect it includes delivery. Shockingly bad customer service!
Business Response
Date: 09/21/2022
We apologize for the delay with your order. The 16 weeks that was originally quoted has pushed out by 2 weeks currently. These pieces are considered stock items and the order can be canceled at any time with no penalty. The manufacturing vendor of this piece is working hard to fulfill our Purchase Orders as well as the other retailers that they produce for. We expect that your order will be available for delivery very soon. We thank you for your patience.
Initial Complaint
Date:09/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, Crate and Barrel via XPO logistics made a delivery to my new condo last November. They had to set up my bedframe, and in the process put a hole into a custom painted door that had just been installed in my condo (I had the wall constructed when I moved in).They initially offered me a $50 gift card for the damage, which I declined. They asked me to provide 3 quotes from licensed contractors for repair/replacement. I got 3 quotes and submitted them. They then offered $200 gift card which I declined and requested the average of the 3 quotes (roughly $900).I have not heard from them since. *************************** at XPO logistics has been my contact person, and she says Crate & Barrel sent me a denial letter, which I have never received. So instead of paying to replace my door in my first home, I have been looking at a hole in my door every single day and they are giving me the run around. You will need to contact ******* first to get the contact info for Crate and Barrel, she is the intermediate and the only person Ive been dealing with on this. Please investigate, thank you.The claim # is ******
Business Response
Date: 09/21/2022
We are looking into this claim for the customer. It can take up to 48 hours for a reply. We will update him no later than Friday, September 23, 2022. (TW)
Customer Answer
Date: 10/01/2022

Complaint: 18037477

I am rejecting this response because:

It has been more than 1 week since they said they would have a resolution (9/23, it is now 10/1) and there has still been no resolution reached

Sincerely,

***********************
Business Response
Date: 10/04/2022
We have responded to the customer and provided him with the claim denial letter from the carrier. Investigation has shown a discrepancy between the photos the customer provided and the photos taken by the team upon delivery. The room to which the furniture was delivered is not the same room that the customer has provided photos to. The customer does have the option to refute the denial of his claim with the carrier. (TW)
Customer Answer
Date: 10/08/2022

Complaint: 18037477

I am rejecting this response because:
Hello there, I would like to keep this case open a bit longer. As advised, I have contacted XPO to refute the claim, but have not heard back after 5 business days (including a follow up email). The accusation that the room I delivered the furniture to is not the same one I provided pictures of is completely ludicrous: I only have one bedroom in my condo and that bedroom is the only room with a painted door (it was custom installed a couple months before the damage occurred). Since the delivery was a bedframe, it makes absolutely no sense that I would have the furniture delivered to a room other than the bedroom. And if that is what they think, they are welcome to come take a look at the damage to the door and see the bedframe set up in the same room, which they have not done. I understand that the claim is handled by the delivery team, but I feel like C&B should really step in here and intervene, talk to the delivery team to get me a proper resolution. The delivery team is being extremely shady and C&B should take more responsibility for their partners.

Sincerely,

***********************
Business Response
Date: 05/02/2023
Customer has communicated that the property damage has been resolved by XPO. This was completed in February.
Customer Answer
Date: 05/02/2023

Complaint: 18037477

I am rejecting this response because:
Hello, no there has still been no resolution on this. I have never confirmed anything. I am still in contact with ******************* from C&B and *************************** at XPO to try to get this resolved. XPO is still refusing to replace the door to it's original condition.

Sincerely,

***********************
Business Response
Date: 05/04/2023
We have assisted the customer in coming to a resolution with the delivery company on the damage to his door. The customer is being issued reimbursement for the damages. (TW)
Initial Complaint
Date:09/15/2022
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.
I ordered an espresso machine under order *********. They sent me two wrong items and two defective machines. All were returned via the *** labels given to me and they were received by their warehouse over 3 weeks ago. Despite multiple attempts to get my refund I have been able to get them to come through. I'm constantly told to give them 48 to 72 hours and they will get back to me with a resolutions and they never get back to me with a resolution. They have absolute c*** customer service when it comes to post order support.These are the tracking numbers:1Z28A5E29094538149 1Z28A5E29096040226 1Z28A5E29097658639 1ZF081619097383949
Business Response
Date: 09/20/2022
We understand the customer's frustration. We have sent a total of 4 machines, and labels for the customer to return them. The return is being investigated by Internal Audit and once they have confirmed the merch has been returned, a refund will be issued. If the customer does not wish to wait, she may dispute the charge with her cc.

Initial Complaint

Date:09/12/2022

Type:Delivery Issues

Status:

Answered

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.

Ordered 2 custom couches in December 2021. Estimated arrival in March 2022. Order total approximately $7,500. Every month since March 22, I get a response that couches are on their way being shipped and its due early April early May early June and on. Currently its early September, and Ive told they are completed and shipped from their vendor to the Crate & Barrel warehouse. No one can tell me a delivery date - no one can tell me even where the couches are located in the US (am told these are made in **). They have no tracking on the these. I dont believe they are even manufactured since I have been told this over & over for 8 months. I would actually like the couches. I think I deserve an answer & a discount actually. Their trained customer service people all same the same things - and say we are here to help but absolutely no one has helped!

Business Response

Date: 09/13/2022

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. The delivery charges have been waived and I credited an additional 10% off of the backordered items. (DW)

Customer Answer

Date: 09/16/2022

Complaint: 18016666

I am rejecting this response because:

While I appreciate the response & fully understand the global supply issue

the question still remains, where are the couches? Have they even been manufactured? I have been told that the vendor is a US based company but that many of the fabrics are sourced from *****, which could have delayed the order. I have also been told that the couches are completed, no more delays, shipped to C&B, awaiting unpacking at the C&B warehouse. If these are actually manufactured in US..why can no one tell me where they are?

I am not simply upset because of another delay, as the response suggests I am simply overwhelmed with the numerous untrue, generic & frankly unhelpful responses from C&B. All I want to know is when the couches are to be delivered.

Sincerely,

*************************

Business Response

Date: 05/02/2023

Order #********* - Issue is still ongoing - Delays on customer furniture, LNG delivery, pieces arrived damaged. Replacements are on order with July ETA

***** applied a 10% discount in September after the initial complaint

Initial Complaint
Date:09/12/2022
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.
Today, I ordered a product from Crate and Barrell (*********) under the assumption that the product would be delivered within the advertised timeframe. I called our local store to ask why it is that I would not be able to pick up from warehouse if it is in stock. The gentleman said, Our website advertises that products are in stock when they are not. Once payment is processed, itll notify you that there is a shipping delay. He informed me that all current stock is accounted for and the product will not be available until January based on their warehouse, which is several months away. This is unethical advertising that intentionally misleads consumers. Cb2 is misrepresenting its inventory to lure consumers without any intention of delivering the products in the proposed time. While I understand that there are shortages, weve been in a pandemic for 2 years. It is STILL the companies responsibility to accurately advertise its inventory before accepting payment and allow consumers the option to make an informed decision. My product is estimated to be delivered on 9/20, if I receive a delay notice and the proposed time is any where near January. I will be filing a FTC complaint.
Business Response
Date: 09/14/2022
The customer order shows that the item she has ordered is available and will be sent within the standard shipping time frame.
We will be addressing the misinformation given by the store employee as we do not list items as available if they are not. Items may be available in certain areas of the country and not within the customers area. If they are not inputting their specific zip code, the website will show it as available. (TW)

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