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

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  Crate & Barrel

  4006 Westheimer Houston, TX 77027

• 

  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  3104 Knox St. Dallas, TX 75205

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:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bedframe back in May, and it is now September and my order is still being delayed every couple of weeks. It is now expected to arrive late October, but I'm almost positive it will be delayed again. Due to this unexpectedly long day as it was supposed to arrive late July in time for my move in, I have had to purchase a temporary bed frame and spend even more money. The shipping is already a significant amount ($260) and at this point I am just paying out of pocket for Crate and Barrels' shortcomings. Completely unfair and I have not been offered any compensation or at the bare minimum information regarding my bed's delivery to at least plan around it.

  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. I have waived the delivery fee of $249.00 and will discuss additional compensation upon delivery. (DW)

  Customer Answer

  Date: 09/16/2022

   
  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:09/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I ordered the two-piece Lenyx sectional from CB2 in a custom color (****** Felt Gray) from the Boston store on March 20, 2022. The order was placed with an associate at the ****** store, number ***********, in the amount of $3,588.76. At the time, we werent given an anticipated delivery date and were told it would be a few months, which we had expected given global supply chain issues. I periodically checked my order status and saw that the anticipated delivery date was in October, so 7 months after the order was originally placed. This was along the lines of what we were expected. However, the order was then delayed several times and is now anticipated in February, almost a year after it was purchased. I reached out to customer service each time I was notified of a delay to inquire about why it continued to be delayed but only received boilerplate responses about supply chain issues, etc. I was curious, in particular, why the piece continued to be delayed because the Lenyx is made up of two pieces that are also sold individually, as the Lenyx sofa and the Lenyx armless loveseat. The pieces are listed individually in the order status as such, and the status of the sofa is in-stock, which I assume means it is complete, while the armless loveseat is still listed as anticipated in February. After the most recent delay, pushing the piece out to February, I contacted the ****** store to see why it was taking so long since one piece was ready. They could not provide an explanation, but were helpful and sable to schedule delivery for the complete piece and waiver the additional delivery charge. However, Im worried the loveseat/second piece of the sectional will continue to be delayed. Since this was purchased to replace furniture that needed replacing, I was wondering if it would be possible to receive the loveseat any sooner, as Id hate to have to purchase something else to tide me over in between.

  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 fee has been waived, and the sofa portion of the order is booked for delivery for 9/23/2022. Once there is a successful delivery, we can discuss compensation due to the extended delay. (DW)

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18007769
  
  I am rejecting this response because: This does not address the issue with the delay of the loveseat portion of the order.  The local store was who arranged the delivery of the sofa portion of the order and waived the delivery fee for that.  I would like more information about why the loveseat portion of the order is delayed, given that the first half is complete, and I am wondering if that portion can be expedited, as the current anticipated delivery date is nearly a year after placing the order.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/27/2022

  Crate and Barrel has left a message to schedule delivery, this item is now ready to book for a delivery. Once there is a successful delivery, we can discuss compensation due to the extended delay.

• Initial Complaint

  Date:09/07/2022

  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 a sectional 3 piece couch order number *********** in 12/2021. It was supposed to be delivered in 5/2022. It was pushed back to 7/2022 and then again to 9/2022. I have tried calling and no one can give me any information when this will be actually delivered. When I try to contact customer service via phone they do not respond and via text they responded when I was sleeping and ordered the delivery for 2 out of the 3 pieces which is not helpful. I would like to know when the full couch that I paid for will be delivered as it has been 9 months since we ordered it.

  Business Response

  Date: 09/07/2022

  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.

  Customer's final piece is estimated to arrive at the end of September to added on to the delivery scheduled in October.  The available pieces were scheduled to hold an early delivery date for the customer. (TW)

• Initial Complaint

  Date:09/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online for a media console which stated delivery in early September. I have been charged a deposit of $1236.02 with the remaining $809.55 due when the item is ready to be delivered. I keep receiving notifications that delivery is pushed back! I contacted customer service and they refuse to cancel my order and state I will lose my over $1000 deposit. The estimated delivery date is now early October and I doubt that is the end of the delays! I would NOT have placed this order if I was advised it would be arrivi ** beyond 4-6 weeks it is now at 10 weeks. My TV IS ON THE ******

  Business Response

  Date: 09/07/2022

  Customer's order was canceled and fully refunded. (TW)

  Customer Answer

  Date: 09/12/2022

   
  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:09/05/2022

  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 *********. It was a wedding shower gift. Two months have gone by, they never received it. They are already married. Unacceptable. When seeking support, unresponsive.

  Business Response

  Date: 09/06/2022

  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. I am going to issue an urgent message to the warehouse to get this out for delivery and get an ETA. I am issuing a $20 shop card to the customer and sincerely apologize for the inconveniences.  (DW)

• Initial Complaint

  Date:08/21/2022

  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.

  On April 16, 2022, we ordered over $6K worth of furniture for our new home and opened a * + B credit card account (order ***********). We were given an estimated delivery timeline of late June/early July for our sectional that we ordered in a "stock" fabric. After numerous delays, at least a month after the expected delivery date, we rec'd 2 out of the 3 pieces of our sectional. That was weeks ago. When I call to try to get any updated del. information, I'm just told they don't know when our chaise piece will be delivered. The latest del. estimate was mid-Aug. Well, mid means middle and it's now Aug. 21 (orig del estimate was ********** & not only do we still not have the missing piece to our sectional but we haven't rec'd any updates in weeks and * + B just doesn't seem to care. Our living room looks ridiculous with 2/3 of a sectional sitting in it, with no end piece. If we ever do get the chaise piece of our sectional, will that fabric even match the 2 pieces that we have already had in our living room for over a month now? We feel like we were tricked when we decided to open the * + B credit card account and given the orig. del. dates, only to find that our order is still incomplete over 4 months later. Additionally, we paid our bill in full for the furniture & accent pieces to avoid fees and yet our order has not been completely fulfilled, so * + B has our money but we don't have our goods. Why are we being charged a regular shipping fee & why pay full price when items are delayed with no explanation other than the generic, "supply chain delays." Offering a form of compensation to the customer - either by refunding the shipping fee or refunding a percentage of the order would go a long way in making customers feel like they are still valued and that * + B actually cares about customers waiting and waiting and only receiving 2/3 of a sectional. Additionally, making a customer contact your company for delivery updates is a poor business practice.

  Business Response

  Date: 08/23/2022

  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. This order is booked for a delivery on 9/08/2022, and we have waived all additional delivery fees. Once there is a successful delivery we would like to offer 15% compensation in the form of a shop card towards a future purchase at any Crate and Barrel or CB2. (DW)

  Customer Answer

  Date: 08/26/2022

   
  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:08/19/2022

  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 ordered a 2-piece sectional sofa from Crate & Barrel on February 1 and paid in full. It was set to be delivered in June. In May, I was informed it would not be arriving until July 28. I reached out for more information and Crate & Barrel customer service would not tell me anything except that it was not ready. On July 28th, the third party delivery company only delivered one of the two pieces. I spoke with the delivery company directly and they said they would deliver the second piece on August 11. That day, no one reached out to let me know that they would not be delivering the sofa. When the delivery window passed, I reached out to the delivery company for answers. They said the earliest they could deliver it is September 11. I contacted Crate & Barrel customer service, spoke to multiple people, and they scheduled delivery for August 19, saying, "I also escalated this issue to ensure this arrives this time." Now today it is August 19, and I was informed by the same third party delivery company that they do not have the sofa and that I should contact Crate & Barrel again to reschedule. I reached out directly to the same customer service representative who had emailed me my delivery "confirmation". I would like answers as there is absolutely no trust or guarantee at this point that I will actually receive my order. Also it is now over 2 months later than I was originally supposed to receive my order, and over 7 1/2 months since I placed my order. I would like to receive the item I purchased. I need to be compensated for my time and the poor customer service I've experienced.

  Business Response

  Date: 08/23/2022

  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. This order is booked for 9/01/2022. We are waiving the delivery fees back to original payment and will be happy to compensate upon a successful delivery. (DW)

• Initial Complaint

  Date:08/16/2022

  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.

  Bed delivered stained and missing critical support pieces and hardware. My credit card was charged in full. Crate and Barrel not responding to the issues. They need to deliver the missing pieces, clean the grease stain, and provide significant refund for the poor quality and frustrating customer service experience. I have spoken with several customer service reps who apologize profusely, but do not follow up. Order#. ***********

  Business Response

  Date: 08/17/2022

  Management has reached out to the customer and is working with the store for a resolution with the order. (TW)

• Initial Complaint

  Date:08/15/2022

  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.

  01/31/2022 Order #********* Almost 9 month delay. Ordered furniture for my nursery, half the nursery remains unfinished due to delays from C&B Had my baby in July. Still waiting on:Canyon Natural Baby Changing Table Topper by ********************* SKU: ****** Batik Organic Desert Baby Changing Pad Cover by ********************* SKU: ****** Canyon Spindle Toddler Bed Rail by ********************* SKU: ****** Order #********* Order date: 07/02/2022 Continued to be delayed, after being told it was available mid ******************** Tall Bookcase by ********************* SKU: ******

  Business Response

  Date: 08/17/2022

  We reached out to the customer and offered to compensate once we can successful deliver the remaining items for the nursery.  We apologized for the delays and offered to update her and schedule the delivery as soon as they arrive.  A small token was sent to them as an apology as well. Customer will be receiving that in the mail this week. (TW)

  Customer Answer

  Date: 08/22/2022

   
  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:08/13/2022

  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.

  This is regarding two order numbers: *********** and *********** There has been a failure to deliver furniture today (8-13-2022). I contacted Crate and Barrel customer service several times and was told that the dispatch had my corrected number *************) and that they would arrive today. I let them know that I found it concerning that I was not given a time-frame. I further let them know that on July 2nd, 2022 (more than a month prior) I had previously called because I noticed that my phone number was recorded incorrectly. Someone named ***** told me that she has now corrected it and sent me an email to that effect (on July 2, 2022). However, my number is still listed incorrectly on the Crate and Barrel track my order site - see attachments, it is incorrectly listed as 558 instead of 778 (confusing, because my correct number is listed on the email receipts that I was sent earlier (see gmail copy attachments). The lady on the phone today (*******) told me that she had just talked to dispatch today and the delivery team and that they confirmed that they had my correct number after all *************) and that was not the cause of delay but rather that they were just running late. I called again at 6:05 pm and was told that the delivery team would arrive between 6 pm- 8 pm today. I again reiterated that I found it concerning that no one has contacted me from the delivery team. I was reassured that they would come today. They did not.

  Business Response

  Date: 08/16/2022

  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. I have waived all delivery fees and booked for 9/16/2022. Once a successful delivery has happened, we will be happy to discuss compensation for the delays, and frustrating experience. (DW)

  Customer Answer

  Date: 08/23/2022

   
  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 so far. I will wait for the next delivery attempt, but want to make note that since I have not received the items yet, the primary issue remains unresolved. 
  
  Sincerely,
  
  *************