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

  4006 Westheimer Houston, TX 77027

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/06/2025

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

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

  
  

  Customer Answer

  Date: 03/06/2025

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

  Business Response

  Date: 03/10/2025

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

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

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

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

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

  
  

  Customer Answer

  Date: 03/12/2025

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

  Business Response

  Date: 03/18/2025

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

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

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

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  On September 14, 2024 we reached out to customer service requesting help with a broken gather sofa frame. It was cracked in the middle section. We were instructed that we were just outside the warranty dates. We do not use this sofa often and the break actually happened prior to the warranty period expiring but was not aware that it was broken. September 16th we received the following email from ****** at Customer with the following information. - You can reach Furniture Medic at **************. Please let them know that we have authorized and will cover the cost of the repair, and they will guide you through the next steps. Crate and Barrel is now telling us they will not reimburse for the fix without explanation of why saying the repair is on us. Since the Sofa being fixed and returned on November 11th, the frame has since broken - again in the same place. As I said, we do not use the sofa often and it is already broken since the fix. Crate and Barrel refuses to refund our invoice for the original fix and also they will not repair the reported broken sofa. This is not to the Crate and Barrel standard they advertise and promise and we are extremely unhappy with the both the quality and service of this company. We would like the issue of both the repair be paid and the broken sofa to be resolved immediately.

  Business Response

  Date: 03/03/2025

  Thank you for your BBB inquiry to Crate and Barrel. We are very sorry to hear about your experience and expectations that remain unmet. Someone from our team at ***************** will be in contact with you this week to discuss this further. The contact is set for Wednesday, March 5th, 2025.  ****

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a table set for $4,365.65 on October 11, 2024. Fast forward to Saturday, 2/22/25 we called into customer care and advised that this table had a noticeable defect that we noticed Friday 2/21/25. The gentleman we spoke with said we were "past" the 30 day return policy and there was nothing we could do. My husband called back in and spoke with ******. She advised after receiving the defect pictures, which I have attached, that this in fact was a product defect and nothing to do with a 30 day return window. ****** stated management would be in on Monday and that she would send all the documentation over and would receive an update on Monday and would call us upon her return Monday at 6pm CST. At 7:50pm EST our time, my husband called back and spoke to another representative and was told ****** was away on break, but that he "listened" to a voicemail she had left my husband and that she had tried to call him. My husband had no missed call or voicemail. ****** never called back. He also noted that the representative did read where ******** notes stated that we were approved for a replacement table. Fast forward to today I called at 2pm EST and spoke to *****, I asked where we were and we have heard nothing. ***** said he saw no notation of ******** notes and he would help from there. I had to resend a picture of the whole table. Waited on hold for ***** to come back and tell me his "leadership" said this was normal and there was nothing they could do. After explaining this was clearly a product defect and wood expands in the grains not along the whole table to completely down the side, he placed me on hold again, came back and said his leadership team now agreed it was indeed a defect. However his leadership team wrote unable to approve this request because they need a supervisor and there was not one available.  We have not only been lied too, but are being pushed around after spending $4,365.65. 

  Business Response

  Date: 02/28/2025

  We apologize for the difficulties in resolving this matter, and are happy to report that the customer has been assisted, and a replacement table is scheduled for delivery.  (ED) 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22989247
  
  I am rejecting this response because:

  I am rejecting this response by the business. Only in part because we have been lied too twice. Once by ****** a Crate and Barrel Representative. We have a tentative date to deliver a new table this Friday. We were told by e mail which I have attached a copy, we would receive a call one to two days before which would be this Wednesday or Thursday to set up a delivery time. If the new table is delivered as promised with no defects on Friday I will accept this business response. Thank you 

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

  Business Response

  Date: 03/10/2025

  The replacement delivery was scheduled for Friday, March 7.  The customer was sent inspection photos of the table the day prior to the delivery, and was notified of the delivery time frame. Two tables were sent so that the customer could select which table they preferred. *********************** called to follow up on the delivery and left a voicemail for the customer.  (ED) 

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I used Crate and Barrel for our wedding registry. Our wedding date was 11/30/24. We were bought gifts once we shared the registry. Many plates arrived broken and we exchanged them. In January after our honeymoon, we opened the ****** **** Dinnerware set and began using them. We have used this set for a month now and the quality of this set along with Crate and Barrels customer service is very disappointing. After one month of use with only 2 people, the plates, bowls, all of it is completely scratched and ruined. After contacting customer service, they claim that its not scratches. Its scuff marks from our brand new crate and barrel cutlery. Its clearly not scuff marks and I have tried scrubbing it. Even the bowls where we have used just spoons. Scratches everywhere. Looks like weve been using this set for 3 years. Crate and barrel refuses to refund / exchange for store credit because it was purchased in August.

  Business Response

  Date: 02/25/2025

  We truly empathize with the frustrations the customer is experiencing with the Range Dinnerware by ****** ****. It can be disappointing to notice scratching and flatware marks on such beautiful stoneware dinnerware.

  These marks are a normal part of daily use and are considered typical wear and tear, not a defect in the product. Over time, these marks may darken and appear gray or black, but the good news is they do not damage the dishes and can easily be removed with a gentle powder cleaner, such as Bar Keepers Friend.

  Since these marks are expected with regular use, we are unable to process a return or refund in this case. We offer our apologies to the customer for the frustrations they have experienced with their dinnerware. (AW)

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22981764
  
  I am rejecting this response because:

  This is not a case of over using the product. If this was 6 months to a year of use, I wouldnt be this irate.
  

  I used these for 2 weeks, with 2 people when the marks happened. I attempted to clean and the marks did not come off. They are permanent. 
  

  I asked the **************** representative if this set was just for show and not to be used, and they stated it was okay to use.

  In the description of the product on their webpage states, The plate cleans up easily in the dishwasher. This could not be further from the truth. Now theyre saying to scrub it every time with a mild abrasive and bar keepers. (Which does not correct the issue) . Shouldnt that be in the product description? 
  

  The description along with the lack of common sense in this matter is mind blowing. 
  

   

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

  Business Response

  Date: 03/01/2025

  We sincerely apologize for any frustration the customer has experienced with the Range Stoneware Dinnerware collection by ****** ****.

   

  It is important to note that flatware marks are a common and expected occurrence with stoneware dinnerware. When metal utensils come into contact with the surface of stoneware plates, they may leave small metal deposits, resulting in visible marks. This is due to the difference in hardness between the metal flatware and the ceramic glaze, with the glaze being slightly softer and more susceptible to these marks.

   

  As these marks are considered normal and inherent to the material, we regret that we are unable to offer a return or refund in this instance.
  

   

  For care instructions, the dinnerware is dishwasher safe, which should assist in removing general food residue. To effectively remove flatware marks, we recommend handwashing with a gentle cleaner, such as Bar Keepers Friend. (AW)

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22981764
  
  I am rejecting this response because:
  It does not state in the product description about the care that this set requires. There is no mention of having to clean deposits off after each use to have a scratch free plate or bowl. Totally unacceptable after 2 weeks of use with 2 people. Again I will quote it directly from Crate and Barrels website under product description, The plate cleans up easily in the dishwasher. Couldnt be more deceptive. 
  

   

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

• Initial Complaint

  Date:02/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a soap dish holder and received a thank you for submitting your order on my screen after it was placed. I have not received the item and customer services says they cant find an order. I am positive I placed the order and it gave me a pop up that the order has been received.

  Business Response

  Date: 02/21/2025

  Thank you for your inquiry and feedback through BBB for our team at Crate and Barrel. We understand your frustrations. We are also unable to locate any valid or active orders with your information provided. Someone from our team will contact you shortly to see if we can locate this another way or possibly you used different information to place this order. At this time we cannot refund or credit something that was not processed successfully in our system or obtain a valid order for purchase. Thank you.   (DR)

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We spent over 1k on a wood dining table in Aug 2023 and the table developed a huge crack in Jan 2025 . the crack is about 28 inches long. and we can look through the crack. We just did routine maintenance. Never imaged a great reputation furniture business with such low quality product.

  Business Response

  Date: 02/22/2025

  We apologize for this customer's experience within this wood dining table.  ********** will reach out to the customer directly to further understand the issue.  (EF) 
  

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with customer service via email + phone contact for several months trying to get someone in management to call me about the issue weve had with the couch we purchased. The zippers on the slip covers have all broken after only light use, and their initial response in how to fix it was to fluff the cushions. With several calls + emails they kept promising someone would be in contact, tell me time frames someone would reach out, and no one ever did to settle the issue. We have finally given up and just decided to never shop there again after how we were treated.

  Business Response

  Date: 02/18/2025

  A ************* Supervisor has been in communication with the customer regarding her sofa.  We have offered to order replacement casings and/or slipcover for her and have extended a 20% discount on the replacement and free delivery. We feel this is a fair offer based on the age of the sofa.  (ED) 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22944630
  
  I am rejecting this response because: since being made that 20% offer, no one has followed up with me after Ive attempted to get in contact them. I dont think they ever fully understood what was wrong with the sofa, because they also said that the broken zippers would be fixed by fluffing the cushions. Additionally, no one told me how to use or redeem the 20% off and stopped responding to my calls. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/28/2025

  *********************** has been in touch with the customer and has extended a resolution offer.  We are waiting to hear back from the customer.  (ED) 

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They said they have issued a refund and they have not. **************** told me that I need to just contact my financial institution, but they caused a billing issue that my bank cant fix. I returned the item, and still have not received the full refund. Details in the photos. **************** is now refusing to help.

  Business Response

  Date: 02/17/2025

  We have been in touch with the customer and resolved the issue.  

  The customer's ApplePay was refunded twice due to a system error.  We have corrected this and processed the refund to a Shop Card.  (ED) 

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item with the expectation that the item would arrive within a week. Almost immediately after ordering, the expected arrival date was being pushed back by days and days. A week later, my package had not even been shipped. I asked for the package to be canceled and for a refund. I was essentially told that the item had actually been out of stock from the store, though it had been listed as in stock at the time that I had purchased it, and that a different store would be fulfilling the order and that they would not be able to cancel the order. I paid for a dishonest service, for a product that may not actually exist, from a store that did not have that item in stock, as they said that they did on their website. They were extremely difficult to get a hold of, and no one was able to actually resolve my issue in any way. I have no idea if I will actually receive a product, or if I just paid for a service that I will actually receive and the company that seized my money is refusing to give it back. I just want my order canceled and to go to a business I trust more to fulfill the order.

  Business Response

  Date: 02/14/2025

  Thank you for your recent feedback on Order 352647940  placed on 2/7/2025. This item was purchased as a final sale / clearance item and the terms do state limited quantity due to a discontinuation of the item or color selected for purchase. We are sorry to hear that the first allocated store could not fulfill this item due to a stock or inventory communication. It has been reassigned and the reason we cannot cancel currently is that it is already processing shipment. You should receive your shipping details and tracking within 1 business day (which does not include weekends). Our ****************, ******** is now fulfilling this order and they can be contacted at: **************. We appreciate your patience, and understand your frustration on this order. We thank you for the feedback to improve these processes.    (DR) 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22937370
  
  I am rejecting this response because:
  

  Not only was the company initially dishonest on the website about the status of the availability of the product, the company continues to lie about mitigation. One item has been totally canceled, which I requested from a customer service representative, because it's not available whatsoever, with the other still not shipped. I expect the other order to be canceled, and a full refund on the entirety of my order or I intend to pursue legal action. I expect that the money handed over for these products will be returned because the products do not exist. 

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

  Business Response

  Date: 02/17/2025

  Thank you for your recent feedback on Order 352647940  placed on 2/7/2025. This item was purchased as a final sale / clearance item and the terms do state limited quantity due to a discontinuation of the item or color selected for purchase. These terms are stated in the final sale terms when shopping online, and you can click to read the full disclosure for final sale items. We are sorry to hear that the first allocated store could not fulfill this item due to a stock or inventory communication. It has been reassigned and the reason we cannot cancel currently is that it is already processing shipment. Our ****************, ******** is now fulfilling this order and they can be contacted at: **************. We appreciate your patience, and understand your frustration on this order.    (DR) 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22937370
  
  I am rejecting this response because:
  

  This is obviously an automated response, because it has not addressed absolutely any issue that I described whatsoever. I will not accept taking my money for items that do not exist. Refund me my money, and cancel the order, as I have requested multiple times. This company is obviously being completely dishonest, and does not have any qualms about stealing money for items that do not exist, while lying about stock they don't have. The disrespect of sending another automated message instead of addressing the concern, or taking the time to actually address the issue, and solve the problem, is completely astounding. They've done absolutely nothing, beyond do whatever they can to keep my money for an item that obviously does not exist. The level of dishonesty I've seen from this company is absolutely incredible. I cannot belive how poor the customer service is, let alone, how poor the ability to even manage the day to day processes of transactions, that has landed this company in breaking the law. This is theft. I expect the orders to be canceled, and my money to be refunded in full. Nothing short of that will be accepted. 

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

  Business Response

  Date: 02/19/2025

  Update to your Order 352647940. The current store assigned to fulfill your order has informed our team that they also do not have this item instock. Keeping in mind that you purchased this item "FINAL SALE" with limited quantity, in-store only stock - we have cancelled your order and cannot locate this item to be fulfilled. We understand this is not ideal, but at your request we have stopped searching inventory availability and proceeded with a full cancellation. I see on 2/13/2025 you were credited $175.45 and on 2/19/2025 you were credited $87.72 to the **** used on this order. You should see these posted within 5-7 business days by your banking institution and can followup with them in regard to these credits. We thank you for your patience and a full refund has been issued.   (DR)

  Customer Answer

  Date: 02/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for your time and patience.

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

• Initial Complaint

  Date:02/12/2025

  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.

  To Whom It May Concern, I am filing a complaint against Crate & Barrel due to unfulfilled promises, unauthorized charges, and poor customer service. Order & Payment Agreement: On January 29, 2025, I placed an order totaling $4,974.63 through sales associate **** *. He assured me I would receive a 15% New Mover Discount and 10% Crate & Barrel/CB2 Credit Card Rewards. Since my Crate & Barrel Credit Card had a $2,000 limit, **** advised me to pay $2,000 on that card and $2,974.63 on my Amex, then later process a tender swaprefunding my Amex and recharging the full amount to my Crate & Barrel Card to receive 10% rewards. Failure to Honor Tender Swap & Unauthorized Charge: Despite paying in full and scheduling delivery, my tender swap request was completely ignored. Each time I called, I had to re-explain everything to a new agent, yet no one really followed up. On February 12, 2025, after contacting numerous representatives, Crate & Barrel charged an additional $1,998.93 to my Crate & Barrel Card without issuing any refund to my Amex Card. As a result, not only did I not receive the promised 10% rewards, but I was also wrongfully charged an extra $1,998.93. Delivery Issues Due to System Issue: To make matters worse, despite my payment being completed, I have yet to receive my furniture. Due to an alleged system issue, my delivery was inexplicably canceled without any notice or explanation. Resolution Requested: 1. Refund $2,974.63 to my Amex and properly recharge it to my Crate & Barrel Card per the original agreement. 2. Ensure I receive my full 10% rewards as promised. 3. Deliver my furniture immediately or provide a satisfactory alternative. This experience has been extremely frustrating and financially burdensome. I expect Crate & Barrel to resolve this matter promptly.

  Business Response

  Date: 02/17/2025

  Thank you for your feedback in regard to your recent Order. We are sorry to hear that your experience has been ongoing. Please note that your 15% promotional code was applied to this order. 10% rewards is not something that is used as discount within the current order, as these are rewards issued to you for use of the Crate and Barrel Card, and provided to you as cash back rewards certificates through the issuing bank in 1-2 billing cycles. The terms for rewards are provided to you by ************** and can be viewed in your online account. As for the payment swap issue and any credit limit issues, credit limit issues must be directed to the issuing bank. Payment swaps can be performed and are a few day process. I show this was attempted and there were several declined payments with the card you were switching too, but this was able to clear on 2/13/2025 and a member of the leadership team at Crate and Barrel **************** was able to apply the payment swap within your Credit Limit and totaled $1998.92. The delivery was not a system issue, but with the hold/payment issues you were experiencing. This is now scheduled to be delivered to you by the local team on 2/18/2025. We show that all the issues in this complaint have been explained and rectified by Crate and Barrel and that a member of our Leadership Team is assisting this customer.  ****

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****