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 has 85 locations, listed below.

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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

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

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  Crate & Barrel

  600 Silks Run Hallandale Beach, FL 33009-2569

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:08/04/2022

  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.

  Order Number: *********** - In-Store Purchase Order Date: Feb 21, 2022 I am beyond frustrated unfortunately with Crate & Barrel, I ordered my sofa in store in Feb and looking back at the exchange and how its transpired unsettles me. 1 - I understand there has been shipment issues however, I was TOLD in store and on paper it would be **** weeks, I have continued to check in on the portal and that date has been continuously been pushed back without explanation, last I checked it was November and today checking the portal it says "On HOLD" I called about this and since its a "CUSTOM" order they cannot do anything about this.... which brings me to my second frustration 2 - custom order was never disclosed to me in the store, I ordered the MOST common ************* on the floor and the associate never disclosed anything about it being custom which then removed my right to cancel the order due to these delays (if I canceled they would charge me 50% of the order, this was never disclosed - I WOULD never order a custom couch had I known) Does not sound like anyone is being truthful or knows inventory, I know 3 other people (also filed complaints with BBB *************************************************** dealing with similar issues. At this point I want to cancel and get a full refund. They didnt even let me use the Credit card reward points bc they expired, yet I didnt want to use them till I got the couch, my patience is expired this is nearly a year and still no devliery date or info..... I need a couch but just want to cancel at this point.

  Business Response

  Date: 08/04/2022

  Reached out to the customer to discuss her concerns on her order and the delays.  Compensation has been offered upon a successful delivery as well as a person to contact who will keep watch and update the customer throughout the delivery. (TW)

• Initial Complaint

  Date:08/01/2022

  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 an Oceanside sectional sofa from Crate and Barrel in January 2022. My sofa delivery keeps getting delayed and now it says delivery in OCTOBER, which I now dont trust at all. I can understand some delay but TEN MONTHS is not reasonable. C and B has not reached out to me to explain the delays and Ive noticed ********* style seems discontinued. Now Im concerned about my deposit and why the delays are so long. Ive called but the reps cant explain anything. Thank you

  Business Response

  Date: 08/04/2022

  We have contacted the customer via phone and email to address her concerns on the delays of her order.  We have given her a contact person and email to communicate directly with someone who is familiar with the order and will provide updates on the order. (TW)

  Customer Answer

  Date: 08/05/2022

   
  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:07/23/2022

  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 had $80 in rewards (one was $60 and another was $20) in March 2020 when the pandemic started. With the concerns about the virus, I couldn't go into the store to see what I wanted and asked Crate and Barrel to extend the expiry of my rewards, which they said they already did. I needed to see the chair I wanted in person to test it out. With the extended pandemic concerns, I decided to use my rewards online anyways but the codes did not work. So I called customer service about it and they offered to re-instate the rewards. I waited a few weeks and tried again, but the codes still did not work. I called again and asked to speak with a manager, this time they offered to send new codes for my rewards which never arrived. All I received was a letter stating that my reward reinstatement was denied. I called the company a 4th time, quite upset and frustrated after so many attempts, and again spoke with a manager explaining the situation. They apologized again and said they will reinstate the rewards, however, I received the same letter in the mail denying my request. I feel that Crate & Barrel promoted these rewards but made it impossible to use them. Furthermore, they lied to me several times about reinstating the rewards over the phone and instead sent me denials by mail. I seek the $80 in rewards and compensation for all the time I wasted calling this deceitful company.

  Business Response

  Date: 07/26/2022

  As a one time customer service gesture a $100.00 store credit has been sent to the email you provided in your complaint. Thank you for reaching out. 

• Initial Complaint

  Date:07/23/2022

  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 piece of furniture on March 20 with a stated delivery date of mid April. It was delayed to May, then June, then July and now August. I've recieved little to no updates and have to log in to see status. They charge a ridiculous $250 delivery fee and happily took full payment knowing they never deliver on time. Meanwhile I have boxes of books in the middle of my apartment because I have no bookshelf.

  Business Response

  Date: 07/27/2022

  We apologize for the delay. Our records indicate that you have been notified of the estimated arrival time changes via Text. At this time only a partial payment has been charged since the item is not currently available. Once the piece is ready to be scheduled for  the delivery you will be contacted. At that time the balance will be charged to your credit card. This is a very popular piece and is manufactured in ********. 

• Initial Complaint

  Date:07/22/2022

  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 made a furniture purchase in November 2021. I received a notice in May of 2022 that my furniture was ready to be delivered. The delivery company that Crate & Barrel uses is Fragile **** Fragile *** delayed my delivery 8 times and then scheduled to deliver my furniture in June 2022. I took off work to be home to accept the delivery. Fragile *** calls and tells me they wont be able to make the delivery. They reschedule for July of 2022. Again, I take off work to be home to accept the delivery and after waiting for the delivery, I receive a call from Fragile *** saying they are unable to make the delivery again. They rescheduled for two weeks later. Then I receive a call from a man from Fragile *** that says he will be bringing the furniture tomorrow. It was a spring job. I had zero notice, I certainly couldnt take off work again. My boss was already not pleased that I took off twice and I wasted my PTO days for nothing. I ask my son who lives in ******* if he can come out in the morning because the man from Fragile *** tells me he will be there at 9:30am. The latest 10am. My son waits until 1pm. Then he had to leave. So I called my Interior Designer and asked her last minute if she could come and accept the furniture delivery. That cost me $350. I had no one else that I could ask. The furniture delivery truck arrives at 2:05pm. My interior designer took pictures of the furniture, it had wood gashes, cracks, missing paint and broken doors on both units. I declined the delivery. I called Crate & Barrel and spoke to *******. I explained the entire situation to her. I also told her these were the only pieces that I wanted from Crate & Barrel. I didnt want to go through that ordeal again and trying to reorder. Ive been very patient and Ive been treated very poorly. I simply want my credit card of $2600 refunded. Instead ******* sent me Crate and Barrel E Gift cards. I dont have any more paid time off work to go through the shenanigans. I want a check or CC refund.

  Business Response

  Date: 07/26/2022

  We understand the customer's frustration and disappointment due to all of all of the additional delays on the order, as well as time off of work to arrange acceptance of the delivery. 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 refunded the credit card that was used on the order in full. The gift cards used will have to be refunded in the form of a gift card, as we cannot apply funds to a credit card that it was not used from.(DW)