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

  3503 Galleria Minneapolis, MN 55435-2536

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:02/11/2025

  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 a Chaise Lounge November 8th 2024, the custom order stated 4 to 8 weeks ******** is now February 11th and every time I call they state is is on it's way, that I need to leave my phone on as they will be passing by to drop it ****** cell has been on and waiting for over a month and no call. I have given up on this chair please refund me ASAP! Also where is the table I ordered?

  Business Response

  Date: 02/13/2025

  We sincerely apologize for this customer's experience. Our office will reach out to the customer directly and offer assistance. (EF) 
  

• Initial Complaint

  Date:02/07/2025

  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.

  On 01/07/2025 we received a charge on our **************** account that was not authorized. When we called "customer service" the person stated it was for a console that was attempted to be delivered but was damaged (we have photos). The console was unwrapped on the side walk by the delivery company for inspection and was found to be damaged in two places. The item was rejected by us and a replacement was ************* , 01/07/2025 a charge for a second console appeared on my Amex card, we called CB2 "customer service" to express the problem, both representatives hung up on us....The second one is named ********* who kept talking over both of us repeating the damaged item was not returned to the warehouse.... she continued to talk over us never taking a breath and then she hung up on us. CB2 uses outside delivery services so who knows what occurs with so many hands in the pie? We have two exterior flights of stairs so it is only logical to uncrate any items that large and cumbersome at street level to inspect the condition. After spending several thousand dollars with this company who culture is obviously to not respect their customers who needs them ? We have called **** to have the fraudulent charge reversed and our business will be taken elsewhere. We want this fraudulent charge removed PERMANENTLY, we have paid for one of these items....That representative ********* should be fired..P.S we do not know how to "upload" our receipts...

  Business Response

  Date: 02/14/2025

  We have been in touch with the customer by phone and have reviewed the billing.  There was only one charge for the media console in question, and we are in agreement that the billing is correct.  (ED) 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22914727
  
  I am rejecting this response because:
  There was no mention from CB2 with no reference to the information concerning their representative ********* haranguing us about the console not being returned to the wear house and then hanging up on us....No business should support rudeness from their representatives.

  We do however thank ********* the sales **** at the ****************** location in AZ who has been gracious and helpful, perhaps she should be doing training...... 

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

  Business Response

  Date: 02/19/2025

  The customer's feedback about the associate interaction has been noted and reported to the associate's supervisor.  For privacy reasons the outcome of performance conversations is not shared outside of the company.  Please be assured that the phone conversation has been reviewed and the associate's performance is being addressed.  We sincerely apologize for the lack of professionalism.  
  We also appreciate the acknowledgement of the wonderful service by the store associate, *********!  This feedback has also been shared with the store manager.  (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:02/06/2025

  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.

  Ordered furniture online (sleeper sofa and dresser) on 11/26/24 for $4106.88 for preholiday arrival per discussion with in-store sales staff. On 12/5/24 was told delivery would be after 12/31/24. On 12/5/24 I called customer service and cancelled the order. Furniture was not delivered. I've contacted C&B several times via phone, chat and text about the refund. They always say they'll look into it and resolve it but nothing happens.

  Business Response

  Date: 02/10/2025

  We sincerely apologize for the delays in processing the refund and the lack of follow up on our part.  *********************** has been in touch with the customer and issued the refund.  ****

  Customer Answer

  Date: 02/11/2025

   
  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:02/06/2025

  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.

  2/4/2025 I contacted Crate and Barrel local ****************) asking if they had the Ninja Creami Swirl. I was told there were 200 in the warehouse. 2/5/2025 I placed my order added expedited 2 day shipping ( 2/7/2025). Upon receiving the email confirmation it showed estimate time of arrival Late February. Now where did the website state this at the time I placed my order. I have also attached the confirmation along with online information where it shows in stock. I called the customer service line and they said I would not be billed until it is shipped, Today I see Crate and Barrel has taking the money out pf my account, but I still have no idea when I will get my product.

  Business Response

  Date: 02/07/2025

  Thank you for your inquiry and feedback. This order was placed on February 5, 2024 and is out for delivery and anticipated to arrive today per ***** Tracking. I cannot post ***** here, as this is a public forum and for privacy did want to release your address. Your tracking can be found within your account login on **********************. I do see this expedited shipping was waived as courtesy by our team. I do apologize for any miscommunications between our store and customer service. This is arriving as expected to you and you were charged because it did ship as noted above. Thank you. If you require additional followup from our team, please let us know - we are happy to help!  ****

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22906849
  
  I am rejecting this response because: I was not given the 10% discount I was given to have emails and text from Crate and Barrell. Here is proof it was to be applied. Yes, I did received the item, and les be clear the " waived" shipping was a result of me paying for express 2-day shipping.    
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/10/2025

  Thank you for your response. Typically Ninja is an excluded Brand and when you apply for the Promotional Discount and Email/SMS notifications you are presented with these terms, and agree to them. I have attached these below. I see you attached a photo of a promise from **************** to apply this as a one-time courtesy and will update your order accordingly. In the future, this will not be available, as the policy and terms of usage are provided and discussed. You will receive an email with your updated order statement within the next ***** minutes. Thank you.    (DR)

  Terms and Conditions: US Crate and Barrel Terms and Conditions: Discount is good toward the purchase of full-price items made in one (1) transaction in any Crate & Barrel store (U.S. only), online at ************************** (including *******************************), or by phone to ************. Discount will become void after the transaction is made in any channel. Only the preprinted barcode or unique 19-digit code will be accepted for redemption. Discount may not be used at any Crate & Barrel stores or websites outside the ***** at any Outlets, or at any CB2 or ****** ***** stores, catalogs or websites. Items by Plan Toys available at a 10% discount only. Discount is not applicable toward past purchases; returned merchandise; floor samples; Gift Cards; eGift Cards; associate purchases; Trade Program purchases; international purchases through our global partner, **********; purchases of items designated as ships directly from vendor (see ************************** and *******************************); assembly or installation fees by Handy; kids books; kids personalization fees; **** ******* collection; ****** **** collection; MonteTM Rockwell collection; OXO kids items; charitable promotion merchandise; clearance items; or items made by: Aden & Anais, American Heritage Billiards, Anolon, ARTERIORS, Artisan Cheese Exchange, Assouline Publishing, Aura, BabyBjrn, Babyletto, Baratza, ********, Boon, ******** ***, ******,** Capresso, The Cellars at *********************, Clek, Coravin,** ****** & Company, Demeyere, Djeco, ***** ***** USA, Fanimation, Finex, Global Cutlery, ******, Happiest Baby, *******, ******, Instant Pot, iRobot, Janod, Jellycat, ***** **** *********************, **************************************,**********, Le Creuset, Lullaby Earth, Mauviel, Menu *************, Micuna, Miele, Miyabi, Nanit, Naturepedic, Ninja, Nook, Oeuf, Ooly, Owlet, *******, PJ Salvage, Polder, Pure Enrichment, Rsle, Rowenta, SCANPAN, ***********************, Shun, simplehuman, Smeg, SNOO, Solex Fine Foods,** ******, SWell, Swiss Diamond, Swissmar, Technivorm Moccamaster, The Sill, Victorinox, Viking, Vinglac, Vitamix, Vornado, *****, ****************, Wsthof, Yogasleep,TM Zodax or ZWILLING Cutlery. Discount cannot be combined with any other offers or promotions, except free shipping (where applicable), and earning rewards or special financing. Discount applies to merchandise only and cannot be applied toward shipping and handling charges, taxes or other fees. Discount has no cash value, will not be replaced if lost or stolen, and cannot be auctioned or sold. No cash/credit back. Crate & Barrel reserves the right to modify or discontinue this program at any time without notice. Subject to applicable Terms of Use at **************************. Void where prohibited by law.

  Customer Answer

  Date: 02/11/2025

   
  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:01/28/2025

  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.

  I am filing a formal complaint against Crate & Barrel regarding a defective product and poor customer service in handling my warranty claim.Transaction Date: November 24, 2023 Amount Paid: Approximately $2,914.79 Product: Enzo Bar Cabinet with Hutch (Product #******)Order Number: ********* Nature of the Dispute:On November 24, 2023, I purchased the Enzo Bar Cabinet with Hutch from Crate & Barrel. Despite multiple delays and delivery issues, the product was finally received on January 13, 2024. Less than a year later, in November 2024, the right door of the hutch unexpectedly detached due to a manufacturing defect in the hinge and **** posing a significant safety hazard. Fortunately, no expensive crystal stored inside was damaged.I immediately contacted Crate & Barrel, providing detailed photos and descriptions. Initially, their representatives asked for clarification and suggested environmental factors might have contributed to the failure, despite the cabinet remaining in its original location. I repeatedly followed up, but their responses were delayed, and the matter was bounced between different representatives. By the time they formally addressed the issue on December 18, 2024, they claimed my warranty had expired and refused to repair or replace the defective ************* Response & Resolution Attempts:Crate & Barrel has acknowledged my case but refuses to take responsibility, citing an expired warranty, despite the fact that I first reported the issue while under warranty. I have been a loyal customer and expected a product of this price and reputation to last more than a year without a significant defect. Their refusal to honor a repair or replacement is unacceptable.Desired Resolution:I request a replacement hutch or a full repair at no cost, as this is clearly a manufacturing defect and a safety concern. I believe Crate & Barrel should honor their commitment to quality and customer service.Thank you for your assistance.

  Business Response

  Date: 01/30/2025

  I sincerely apologize for the inconvenience the customer has experienced with the hinge on their Enzo ******** I understand how frustrating this situation must be, and I truly regret that it has taken us this long to address their concerns. A member of our *********************** team has contacted the customer regarding this issue and is actively working towards a resolution. (AW)
  

• Initial Complaint

  Date:01/27/2025

  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 placed order ********* on 1/5/25. As of today's date, the order has not shipped, and I've made (3) attempts to resolve this issue with Crate and Barrel ***************** and they have yet to resolve the issue.

  Business Response

  Date: 01/31/2025

  We sincerely apologize for the delay on this order.  This is a Ships Direct order, which means that the product is not stocked in our warehouses, but shipped directly from the vendor.  We have tried contacting the vendor about the shipment, but they have not responded.  Crate&Barrel is shipping a replacement to the customer from one of our stores to fulfill this order.  We are sending the shipment by ***** priority and expect it will be delivered no later than Wednesday, 2/5.  (ED) 

  Customer Answer

  Date: 02/05/2025

   
  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.  I received the order yesterday!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/26/2025

  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.

  I went into the store (**********) with the intent to purchase the Babyletto chair. I explained to an associate that my grandmother was purchasing the chair as a baby gift & that I could get it for a lower price on ******. I also explained that I wanted to buy it in store, with hopes to save on shipping since we live so close. I also mentioned my grandmothers strong desire to support a "brick and mortar" store, rather than shopping online. She explained I had to order the chair online and pay for shipping as it was not available in store. The next morning I purchased the chair online via C&B website. Hours later, I was sharing my experience with others and they explained C&B price match, which the employee NEVER disclosed. I called to cancel the order I just placed and the associate would not permit it. It had been less than 5 hours! The order was not processed, packed, or shipped!C&B took advantage of me as a woman (excited about a registry gift) that a 95 year old grandmother was graciously purchasing. The employee did NOT DISCLOSE all cost-saving options to me as the consumer, as it would probably impact her commission. I purchased the chair from C&B for a total of $1302.63.I thought I had no other option when supporting the store. The glider is priced at $869 on Amazon via C&B. With my registry discount (15%) the chair is reduced to $738.65, free shipping, and $44.32 tax - total: $782.97. I am so taken back that the associate did not explain my rights as a consumer and the stores policy. I called customer service same day, they explained I'm responsible for return shipping for a refund. This is a viscous cycle that is unfair to the consumer. I am 8 months pregnant & this has been so stressful when WE TRIED TO SUPPORT THE STORE LOCATION! This has turned me off from purchasing our new bedroom set from C&B! Not is this is the experience of being a C&B shopper!I feel taken advantage of. I would like a refund of the difference in pricing: $519.66.

  Business Response

  Date: 01/27/2025

  We regret to learn that the customer had an unsatisfactory experience buying a recliner from us. While we do offer price matching, there are exceptions, and this recliner unfortunately falls into one of these categories. Additionally, for qualifying items we can only price match the advertised price, not prices that include additional discounts.

  For the Babyletto recliner which was purchased, this is one of our online offerings which ships direct from the vendor. Per the terms and conditions for ship direct purchases: Items marked "Ships directly from vendor" are not stocked in Crate and Barrel stores. These items ship directly from the manufacturer and are not eligible for promotional discounts. These items cannot be cancelled.

   Due to these terms and conditions of these Ship Direct purchases we are sadly not able to offer price matching for this recliner. I have attached a PDF showing the Terms and Conditions which can be found online on the item page.

   

  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22861081
  
  I am rejecting this response because: 

  According to the ************************, a "price [fix] match" is "NOT considered a promotional discount." Thus, making the price match eligible for ****** purchase (fulfilled by crate and barrel) at $864+free shipping an option the associate (*****) did not disclose. The only promotional discount is the 15% that ****** would offer for my registry. Had I known this would be my experience, I would have went with a different brand.

  Secondly, I only wanted to modify the order initially as the associate mislead me. The agent said nothing could be done which is not true. So, I requested to cancel. Why would I transport a recliner as a pregnant woman alone and pay to return a chair? That's forcing the customer to keep merchandise  
  

  This is a disgusting violation of consumer rights where crate & barrel takes advantage of their customers.   

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

  Business Response

  Date: 01/29/2025

  I understand how frustrating it can be when pricing expectations are not met. In this situation, items shipped directly from the vendor are exempt from our price-matching policy, as our pricing is determined by the vendor. Since our pricing is determined by the vendor we are not able to offer any discounts or price matching on these items. I sincerely empathize with the frustration this has caused the customer.

  To resolve this matter, we have decided to make a one-time gesture of goodwill by honoring the price difference of $203, plus tax, as well as the shipping fee of $129.90, plus tax. The total refund we have submitted to the customer amounts to $351.92. We have also provided this information to the customer as well. (AW)

  Customer Answer

  Date: 01/29/2025

   
  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,
  
  ****** *********

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22861081
  
  I am rejecting this response because: 

  I reject as the business billing adjustment is the incorrect amount. 

  
  

  The business stated: "To resolve this matter, we have decided to make a one-time gesture of goodwill by honoring the price difference of $203, plus tax, as well as the shipping fee of $129.90, plus tax. The total refund we have submitted to the customer amounts to $351.92. We have also provided this information to the customer as well. (AW)"

  
  

  Original Purchase:

  Merchandise: $1,089.00

  Shipping: $129.90

  Tax: $73.73

  Total: 1,302.63

  
  

  Price Match:

  Merchandise: $869.00

  Shipping: $0:00

  Tax: $52.14

  Total: $921.14

  
  

  Business offered difference of merchandise, shipping, and tax 

  Adjustment: 

  $1,302.63 - $921.14 ? = $381.49

  
  

  Crate & Barrels billing adjustment should total $381.49 and I will accept 

  
  

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

  Business Response

  Date: 02/01/2025

  I would like to sincerely apologize for the mistake regarding the refund. There was a typographical error when I manually adjusted the amount. The correct difference in cost of the item is $230, and not $203 as I previously stated. I have corrected this error and the total refund, including tax now comes to $381.49. (AW)

  Customer Answer

  Date: 02/03/2025

   
  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:01/22/2025

  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 purchase a made to order couch from Crate & Barrel. It took nearly 8 weeks for it to arrive. When it arrived, the couch is defective and the cushions do not touch leaving 1-2 inch gaps between all cushions. Being this was made to order even though its defective we are told there are no refunds or exchanges. Basically told we just paid 8k for trash.

  Business Response

  Date: 01/25/2025

  We apologize for the customer's frustration but the customer has been in contact with our customer Care team regardgint his order. (EF) 
  

• Initial Complaint

  Date:01/22/2025

  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.

  I ordered a table & 4 chairs on 12/5/24. I returned the furniture and received a partial refund. They still owe me $604.04 and I would like it refunded.

  Business Response

  Date: 01/23/2025

  Thank you for bringing this matter to our attention regarding your order *********. Original delivery fees are non-refundable per our company policy. An exception has been made with your order, and as a one-time gesture both your original delivery fee and return pick up fees have been refunded. This refund was processed on 1/22/25 for the amount of $604.64 to your Crate&Barrel credit card. You should see this refund post to your credit card account in 3-5 business days, as per credit card agencies. Thank you for the time required to look into your concerns. TP

• Initial Complaint

  Date:01/22/2025

  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.

  I purchased a wine decanter on November 28th for a Christmas present. I paid $38.34 with my credit card. The return window is until January 31st. Today the store said their system is not working to provide my credit card with a refund and gave my husband store credit. This is unacceptable. I do not want store credit, I want my money back. My husband did not know better and I'm contacting the store with no response and no help. I will gladly give them back the gift card for a refund to my credit card. 

  Business Response

  Date: 01/23/2025

  We sincerely apologize for this customer experience. Customer reached out to our  **************** team  on  *********.  The store credit has been cancelled and the customer's credit card has been refunded. (EF) 
  

  Customer Answer

  Date: 01/24/2025

   
  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,
  
  ******* ******