Complaints

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

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  Crate & Barrel

  1250 Techny Rd Northbrook, IL 60062-5419

• 

  Crate & Barrel

  40 Old Orchard Center Skokie, IL 60077

• 

  Crate & Barrel

  4999 Old Orchard Ctr # E20 Skokie, IL 60077-1450

• 

  Crate & Barrel

  600 Silks Run Hallandale Beach, FL 33009-2569

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  Crate & Barrel

  825 Dulaney Valley Rd Ste 4325 Towson, MD 21204-4332

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: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.

  1. On 11/1/21, I ordered an ottoman from Crate & Barrel and received a notice it was backordered until May.2. On 5/3/22, I received a notice that it was backordered until June.3. Those are the only notifications I have received.4. On 7/22/22 I called Crate & Barrel. After being on hold for a total of 40 minutes, I was escalated to a manager in customer service to discuss the situation.5. She indicated I would receive a call to deliver the ottoman any day and gave me a gift card, plus 20% discount.6. Today is 8/13/22 and I have heard nothing from Crate & Barrel or a shipping company.7. The customer service manager had provided me her email so I sent her an email a couple days ago and haven't heard back (maybe she's out of office).8. I just want to get this ottoman. At this point, I don't know what else to do to achieve resolution besides file a complaint.Images of communication are attached. Order # *********

  Business Response

  Date: 08/21/2022

  We apologize for the delay with your order. We see that the item has been delivered and a price adjustment made to the order as well as a store credit. We thank you for your patience and your business. 

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bed online in November. They estimated 22 weeks. I waited patiently but were well past the 22 weeks so I reached out to customer service because half of the bed says eta early August and the other half says eta March which is well over a year past when I ordered. **************** doesnt know whats going on and just says theyre still looking into it. The bed is still being sold and I dont think they should be allowed to sell a product that clearly doesnt exist.

  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. Once there is a successful delivery we will be happy to discuss compensation for the frustration and delays.  (DW)

• Initial Complaint

  Date:08/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 23, 2022, I ordered a laundry hamper from Crate & Barrel. It was backordered and they told me they would deliver it when it was in stock. On July 22, my credit card was charged, and shortly thereafter, my hamper was delivered. In early August I got a notice that apparently, I was being delivered another hamper, even though I had only ordered one of them. I called Crate & Barrel and they assured me that I would not be charged twice for the error, and that when it arrived I should call them and they would arrange a ***** pickup for the second hamper. My order number was *********. Nonetheless, my credit card was charged again for the same amount, $172.84, on August 2, and a few days later a second hamper was delivered. I have tried calling Crate & Barrel and texting them, but no associate ever picks up, apparently because of staffing problems. I want the second charge to be refunded to my credit card, and Crate & Barrel should contact me as they promised to arrange a free, ***** pickup of the second laundry hamper which I never ordered.

  Business Response

  Date: 08/14/2022

  Upon review the customer placed order ********* on 5/**/2022 for the hamper sku *******. The another order, *********, was placed on 5/23/2022 for the same item. The customer needs to contact our *************************** to arrange the return. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17704387
  
  I am rejecting this response because: the information provided by Crate & Barrel is incorrect. I did not order the hamper twice. The second order must have been a glitch in their system. However, I have been in touch with **************** at ********************** & ********************, and ***** is going to pick up the second hamper from me and return it to Crate & Barrel, so that the company can issue a refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/24/2022

  We are happy to see that one of the hampers has been returned and a refund issued. The orders were placed on different days and different shipping addresses, so we do not believe there was any glitch in the system. 

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17704387
  
  I am rejecting this response because: I have not yet received any refund. Also, there was in fact a glitch. When the first hamper was delivered to my old address, I realized that Crate & Barrel had the wrong address for me and went into the system to change my shipping address for future orders. It was at that point that Crate & Barrel's computer system erroneously produced a second order for me, which was sent to my new address, unwanted and without any action from me. But most importantly, I have not yet received my refund!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Cue Chair from CB2 on 6/24/2022 (Order #*********). I scheduled a pick up of my partial order on 8/4/2022 at the CB2 warehouse in *******, ** which is nearly an hour away from my house. I had a funeral to attend, so wasnt able to pick the chair up until August 5th. On the morning of August 5th, 2 men who were working at the warehouse loaded the box with the chair and a rug into the back of my car. When i got home, my husband helped me to take the box out of my car. He opened the box in the garage and the box was completely empty except for packing material! I immediately called the warehouse and was told that I would need to contact CB2. I called CB2 and spoke to someone who said that he would have my chair re-shipped. I am absolutely furious. Either your comapny isnt properly inspecting returns, or someone at one of the warehouses is stealing merchandise, re-sealing it, and shipping it to customers. My order number is *********. The name on the order is Sheriff Muse-Ariyoh (my husband). Please have someone contact me ASAP to resolve this. Thank you,- Acantha

  Business Response

  Date: 08/11/2022

  We sincerely apologize that the Cue Chair was missing from the box when this was picked up from the warehouse. We are currently working with the customer on a resolution to get them the missing Chair. (AW)

  Customer Answer

  Date: 08/15/2022

   
  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,
  
  Acantha Abdulla

• Initial Complaint

  Date:08/10/2022

  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.

  I ordered a sectional Gather sofa with default fabric: *****, Champagne in March, however I actually wanted the fabric: *****, Frost color. But the customer service told me that they can't see if Frost is available, and the default champagne color is faster. So I ended ** in ordering champagne color. And then I waited for almost half of year, in August I asked a customer service if Frost color is available/in-stock. They told me ***** is available, and then I said I want to change to Frost color which I have always wanted. But they said I can't change the color anymore as it's a custom order. I feel very regret and angry, as I have always wanted the Frost color, and the reason that I chose champagne color was due to they told me it is faster, but that isn't a truth. Now they have Frost available but don't let me to change to the color I have always wanted... I have been waited for the sofa for 6 months, and I didn't have a sofa to sit at the house, now they even don't want me to change to the color I want despite they have in-stock, which is unbelievable. I spent so many money but get a sofa which I assumed should be arrived faster but turns out 6 months and the color I am not happy to have.

  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. Once a special order is already being made just for them, it cannot be changed or cancelled. Once there is a successful delivery, we will be happy to discuss compensation for the challenging time frames and frustration. (DW)

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17701312
  
  I am rejecting this response because: I am saying that I wanted to change my order #********* to ********************* fabric.

  But the response is saying delivery delay thing, sounds like they even didnt read my complaint?
  
  Sincerely,
  
  *************

  Business Response

  Date: 08/22/2022

  On behalf of Crate and Barrel, I apologize for the delay, and understand how frustrating it can be! The Special Order furniture on our website once an order is placed are not able to be changed, canceled or returned, as they are made just for our customer. The items are set to deliver to our customer's residence on 8/22/2022. We sincerely apologize for the delay, and will be more than happy to discuss compensation once there is a successful delivery.

• Initial Complaint

  Date:08/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Crate & Barrel **********, ** for Avondale Sofa on 11/27/2021 totaling costs of both $3,058.30. Order number: ***********. The delivery was delayed twice (original estimate May), but we were okay with it. After waiting they were finally delivered on July 26th. I noticed one of the sofa (Avondale Grande, larger one) had broken legs, I accepted the delivery and took these steps the very same day: - I immediately reached out to online chat to find a timeline for the replacement of the legs - I was told it was 8-9 week wait and got in the queue. - We immediately went to the store that same evening to get an estimate of the time to repair from the store and were told it would be 2-3 weeks maximum. We told the associate that we can only wait for 2 weeks given the sofa is unusable. We were told we would get a call from the store manager, but we never got the call and had to call them ourselves. The store manager emailed the vendor the next day.Given we had already waited 8 months to get the delivery of the product, we weren't happy with either of the responses nor happy with how they handled our case. We have been calling **** (Store manager) about the update on the delivery of the replacement part, but we haven't gotten any estimate nor any good response from them regarding fixing the product. I understand a global supply chain crunch, but this product itself should not have left the facility without thorough quality checks. The product is unusable and is just lying on the floor, I've attached the photos for reference. We did not expect this poor quality of service or the product after spending a total of $5k on furniture. I really like the sofa, and I would like to get the resolution to get the sofa fixed quickly and not wait for another month or so.

  Business Response

  Date: 08/10/2022

  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 waived all delivery fees, and once there is a successful delivery we will compensate in the form of a gift card for all inconveniences. (DW)

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered the Axis sectional sofa on Sept 24, 2021. We have not yet received the sectional and it has almost been 1 year. At the ordering time, we were told the sectional will be delivered in spring of 2022. We received an email that it will be June 2022, then July 2022, then August 2022. I called customer service and no one is able to tell me when the sectional will be ready for delivery. I recently received a text from Crate and Barrel that the sectional is ready for delivery but when I just tried to schedule the delivery, it's ONLY for 2 of the 3 sections of the couch and no the entire sectional. I need the whole sectional! I tried their chat feature on their website but it says no one is available to chat with me. Calling their customer service line but I have been on hold for a long time. This is a terrible experience and looking for resolution.

  Business Response

  Date: 08/14/2022

  We apologize for the delays. We show the order is currently booked for delivery on 8/20/2022. All pieces are booked. As a customer service gesture the delivery fee has been refunded. We thank you for your business and your patience. 

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 participated in a promotion through my Crate & Barrel credit card which would earn additional rewards points for spending. I enrolled in the offer and spent in accordance with the terms of the plan. It has now been 7 months and I have not received the rewards. On several occasions I have called to inquire about the rewards and been told that it would be processed in 1-2 billing cycles. I then check back in again after 1-2 billing cycles and am told that there is an issue and I need to check back in AGAIN after 1-2 billing cycles. I have spent several hours on the phone with the credit card company to resolve this issue but it has yet to be resolved. This has now been going on for SEVERAL months. I would like to get the rewards points issued to me as well as additional points for their misrepresentation and the hassle. These points should have been issued automatically and have not been. I am concerned that there are many other customers whom they also duped into this promotion and have not compensated them accordingly. This is an unfair and deceptive trade practice.

  Business Response

  Date: 08/10/2022

  We are looking into the matter of the missing points to have been given.  Left voice mail to speak directly with customer to gather more information to locate the missing points. (TW)

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17689577
  
  I am rejecting this response because:

  i Have been trying to get in touch with the business and returned the voicemail but have not been able to get in touch with anyone  please call me at ************** or email me at ********************* to resolve this  

  
  Sincerely,
  
  **** E

  Business Response

  Date: 08/28/2022

  Customer has been responded to and continues to be responded to so that we can resolve her issue of the missing rewards.  Part of the rewards has already been located and replaced for the customer.  We are in the process of locating the remain rewards the customer states is missing. (TW)

• Initial Complaint

  Date:08/06/2022

  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.

  After ordering a King *** set to be picked up at my local CB2 warehouse (in MA), the product was delivered to a warehouse in the wrong state (**). I called customer service and was told the MA warehouse listed on their website no longer exists and was directed to drive across state lines to pick up my product. When I told them that was not an option, they then attempted to charge me for home delivery which was not part of my original purchase. The *** was subsequently delivered (late) by a third party company contracted by CB2 that not only built the *** incorrectly and unsafely (see pictures below) but also left trash and packaging throughout my house. I contacted customer service again to schedule a replacement delivery. When a replacement *** arrived, it arrived in pieces wrapped in blankets and was incomplete so it could not be built. It has been almost a month since this saga began and CB2 is still unable to get a complete *** delivered to my home and properly and safely built. At every step of the way, we've had to spend hours on the phone with customer service trying to get this resolved. What was suppose to be a simple pick up order has turned into a nightmare at a time when we've had to move homes. CB2 is not delivering on their promises and provides a lackluster customer service to help resolve these issues.

  Business Response

  Date: 08/10/2022

  Replied to the customer asking for order number so we can assist in sending a team out to correctly assemble the bed as well as compensate for the inaccurate information given to him about having to pick up the bed himself. (TW)

• Initial Complaint

  Date:08/04/2022

  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.

  Hi, ordered ********** sofa for $4563 for something that was closer to a July delivery - but it was delayed to August *********** understand a delay given the climate. What I don't understand is now that the sofa is in stock and ready to be delivered, the EARLIEST delivery date is now a month away - September 3rd? So a product is in stock, ready to be delivered, but the earliest date for delivery from the warehouse for something now in stock is 30 days out. **************** is nice and understands- not their fault, but it's kind of frustrating for a product that is ready to be delivered but can't. Logistics and delay I understand, but it shouldn't take 30 days for delivery.

  Business Response

  Date: 08/06/2022

  We understand the customer's frustration and sincerely apologize for the inconvenience.  All of our delivery routes in the southeast are full and are booking several weeks out due to higher than usual demand.  The customer is currently scheduled for the earliest available delivery date.  We have refunded the delivery fee as compensation for the inconvenience.  (ED) 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17670722
  
  Is there a pickup option available at the warehouse? Just trying to resolve this as soon as possible.
  
  Sincerely,
  
  ***

  Business Response

  Date: 08/18/2022

  We have been in touch with the customer and have rescheduled the delivery for 8/24/22.  (ED)