Complaints

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

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  Crate & Barrel

  1250 Techny Rd Northbrook, IL 60062-5419

• 

  Crate & Barrel

  250 Granite St Braintree, MA 02184

• 

  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

• 

  Crate & Barrel

  9607 Research Blvd Austin, TX 78759

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:01/21/2025

  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.

  We reached out to Crate & Barrel regarding a defective CB2 sofa we were sold. In under 2 years, the sofa filling has fallen apart and now we have a misshaped deformed sofa. We contacted customer service, who played games with us for almost 2 months, not responding, saying a manager from a store was going to call us - no one called us and no one was willing to help us with this problem. After 2 months we finally heard from a supervisor who on the record claimed that a sofa is suppose to only last 2 years and what we are experiencing is normal wear and tear. The supervisor also only gave us two options a $1000 refund to make the sofa final sale, or return the sofa for the full amount in store credit. We explained that a final sale or store credit is not an option, as we do not want to put ourselves in a situation to deal with this type of customer service - lack of attention, no responses, and playing games. Also, we do want to be pigeon holed to purchasing furniture from a brand that is clearly no sustainable and where employees admit that a sofa's lifespan is 2 years -- my interior designer states that a sofa is the most expensive pieces, generally, in a living room, and it's meant to be used and if fabricated the right way, with the right quality filling and fabric, it's supposed to last for 10+ years with little to high traffic use.When we declined the offer of store credit or final sale, we continue to follow-up and no one is getting back to **. Our hard earned money is now wasted on what we thought was high-quality due to the price, but instead we received a defective item that is not high quality and Crate & Barrel is not taking the ************** consumers we feel that we are being taken advantage of on all levels from the product, to the purchasing to the lack of customer service. We will now no longer work with this company and it's brands and will be sure to inform our circle and designer of what we have experienced.  

  Business Response

  Date: 01/22/2025

  Hello, and thank you for providing us this feedback about your order. Upon searching we show no discussions with our online **************** about this order. Possible the interactions were had at the store level. We would love to best and further assist you, but will require an Order Number. Using the email address provided we locate no order with a sofa/sectional, there are several others, but not an order for the above referenced items. If you could provide the Order Number and Photos of the Quality and/or defects you noted, that would be much more helpful for our Executive Team to address. Photos should include a full room view (photos of the entire piece in one photo), in addition photos of the damages up close and even a way to clearly notify us of the size of damage, for example, photos with a tape measure, or general item to note the damages (such as a quarter), Once we are able to receive these and get this reviewed, someone from our Executive Team will contact you. Thank you.    ****

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22838649
  
  I am rejecting this response because:

  I have included proof of ALL COMMUNICATION with your customer service team beginning November *********. This is the documentation that I have been in contact with customer service and for 2 months, I was played around with due to their lack of responses and I, myself, having to constantly follow up -- if I did not follow-up, your customer service team would think it's all good and hope that the problem has gone away, but that's not how business works. *** addition to demanding to speak to a supervisor, your supervisor admits that the sofa quality and lifespan is expected for a 2 year-old sofa - this is extremely upsetting to hear as we all know that a high-quality sofa is supposed to last for more than 2 years. No sofa filling gets deformed like this, unless it's produced with low-grade quality products and poor craftsmanship.

  I have also included receipts/orders for the (5) pieces - I highlighted the items we are referencing. 

  I also included photos of the damaged sofa that I sent to your customer service multiple times -- they asked me over and over again for photos and videos. 

  I refuse to also accept a final sale, or only store credit, as I do not anticipate ordering anything from Crate & Barrel and sister companies again! Taking advantage of consumers by ignoring their complaints, and selling them poor quality items for a lot of money is one way to earn capital gains, but I will no longer be victim to this.

   I would like a full refund for all (5) items, and a date for your delivery team to pick up all (5) items from the delivery address on the order. 

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

  Business Response

  Date: 01/29/2025

  Thank for your photos and clarification. We were able to locate these order(s). The sectional was purchased in 2022 and an additional, second ottoman purchased in 2023. This is wear and tear from usage in two years. This is not a defect nor breakdown of the sectional. There are very specific care instructions for this sectional. Returning for a full refund will not be accepted in this case, as this is natural characteristic, usage wear and outside the return policy. Crate and Barrel does not offer 10+ year warranties or extended warranties on furniture. The total for this sectional and ottoman(s) at purchase of retail date is $4500.75 per your order statement (not $6500). We will honor the previous note of final sale, or a return with restock fee of 25% and remaining balance to be issued to a shopcard only, which is an extended customer service gesture and previously noted. At this time we will not accept a return for a full refund due to the usage of 2+ years to the sectional. Also note and see Care instructions listed below. These are recommended by the vendor to prolong the longevity of your piece. 

  Care:

  Fluff and vacuum cushions and sectional regularly.
  Do not leave spills unattended.
  Blot spills immediately with a clean, absorbent white cloth.
  Expansion and contraction will occur with changes in humidity.
  Sectional clips may be used
  Blot spills immediately. Use a light detergent and water solution for set in stains. Blot, do not rub.

   

  (DR)

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22838649
  
  I am rejecting this response because:

  What is a natural wear and tear for a sofa that has a defective cushion? We own sofas and accent chairs older than this sofa and there is ZERO issue with the filling. The filling in the sofa should not be deformed like this. It's not made of goosedown feathers, or memory foam - The sofa that was sold to us is made of a synthetic and firm filling. That is NOT normal wear and tear for a sofa that is less than 3 years old. If that is the case, then why are all the other sofa pieces still in its original shape and the filling is not deformed like what we are showing you in the photo? That's because there is an issue with the filling and it's unacceptable!

  CB2/C&B knows that this is not what is supposed to happen to a sofa with a firm, synthetic filling and again, it's taking advantage of consumers selling poor quality furniture for high prices. I will not accept store credit and be pigeon holed to have to order more furniture from this brand and have to deal with this type of customer service. 

  Our previous sofa was also from CB2 and it never lost it's filling or shape -- so it's unethical as a brand to say that it's normal wear and tear for the filling to look like this after two years, when that is completely false and not the case. 

  We would like to resolve this once and for all, and we would like to schedule a pick-up and a full refund back to the original form of payment. 

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

• Initial Complaint

  Date:01/21/2025

  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 December 25, 2025, I placed an order with Crate & Barrel for an item priced at $329.95. The order was confirmed via email. However, after two weeks with no updates or communication from Crate & Barrel regarding the status of my order (despite receiving approximately two promotional emails per day without issue), I checked the order status. The provided order link directed me to a webpage that displayed only the order number with no further information.After another week of no updates, I contacted Crate & Barrel customer service via their chat system. I spoke with a representative, ****** *., who informed me that my order had not been processed and attributed the issue to my bank. However, I have been using that same bank account without any issues in the weeks since placing the order, and my bank has provided no notifications of any problems or declined transactions. Furthermore, ****** *. attempted to send misleading information in a response email during our chat, which further undermines the credibility of their explanation.When I attempted to reorder the product, I discovered that the price had increased by more than $100, and Crate & Barrel refused to honor the original sale price.This sequence of eventsa lack of communication, the unexplained cancellation of my order, the unfounded claim of an issue with my bank, and the refusal to honor the initial priceraises serious concerns. I view this as a potential bait-and-switch tactic, where Crate & Barrel used bureaucratic delays and false explanations to avoid fulfilling my original order, with the intent of profiting from a higher price.I expect Crate & Barrel to be held accountable for these actions and to offer a resolution that demonstrates a commitment to fair business practices.  

  Business Response

  Date: 01/22/2025

  Thank you for your feedback and explanation of recent order experience. We know it is unfortunate when payment processing is delayed or canceled. We did locate your order and this was infact canceled. This was not in an effort to not communicate this with you or not provide you a sale price provided. I apologize your order was not able to be processed.  We suggest contacting your bank to ensure they are not blocking purchases.  After speaking with them, you are welcome to place another order online or visit one of our stores to make your purchase. Our **************** cannot place new orders by phone or chat when a payment is not processed. Policy states that a customer must place a new order online through the website or in person, in-store. As a one time courtesy, if and when you place this new order, you are welcomed to contact us back here with the new Order Number that was successfully processed and we can manually adjust your order to the same price as a gesture of good faith to you. At this time, this is something that you should discuss with your bank or lender as we do not receive the reasoning for the blocked or denied payment associate with your existing order. We do hope this best explains this process and your understanding. Thank you.     (DR)

• Initial Complaint

  Date:01/19/2025

  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.

  We have purchased this couch based on a sample presented at the store. When received turned out, the black pillow was crooked and store issued as partial refund and marked with sale as final in the system. However, later, we that the main seat ****** with ******* over the whole couch is also very bad quality and causes a lot of back problems. Weve been trying to contact the store many times and ask them to replace it with a different item store created or issue a refund, they refuse to work with us. I hope on your help with matter. As we purchased was expensive couch to last us for a long time, but I sit on it at all, and it also causes this problems for the household members because of the bad construction, which does not follow standards of ergonomics. Order #*********** SKU ****** ****** Night Blue Sofa

  Business Response

  Date: 01/20/2025

  We are sorry to hear that the customer is unhappy with the sofa.  They contacted us in March of 2023 about issues with the sofa.  At that time, we offered to replace the sofa or to apply a Final Sale discount to keep the sofa in as-is condition.  The customer chose the final sale discount with the understanding that there would be no future returns or exchanges.  (ED) 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22831894
  
  I am rejecting this response because: read my message this issue is not related to previous issue and was not known at that time
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/27/2025

  The customer chose to keep the sofa in as-is condition with a Final Sale discount.  When a Final Sale discount is accepted, the customer is agreeing to keep the furniture as-is with no future returns or exchanges for any reason.  This was explained to the customer via online chat "If you agree to the final sale discount offer to keep AS IS, we will not take any further action or replace the sofa in the future."  (ED) 

   

• Initial Complaint

  Date:01/04/2025

  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 an order for a two-piece sectional on November 8, 2024. In late December, I scheduled delivery for January 4, 2025. A warehouse coordinator called me on December 31 to confirm delivery, and verified that I lived on a military base. I thought this was a good sign. On January 4, she called me stating that her delivery team was unable to access the base. I informed her that we would drive to the specified gate, talk to the guards, and ****** the drivers on base. When I arrived at the gate, the truck and team were nowhere to be found. Interestingly, we talked to the guards at the gate and the visitor center, both whom told us that no one had even attempted to access the base. The driver called me, he provided me his location, and I told him that I would drive to him to conduct link up. When I got to the link up point, he was no where to be found. In fact, he was driving in the opposite direction - per the crate and barrel delivery GPS tracker - and would not answer his phone. We spent several hours dealing with the warehouse and customer service. **************** told us that delivery notes stated that the sectional was unable to be delivered because the weight was underestimated and it required a 4-man delivery team, and the gate required 3 forms of ID to access (There is user friendly link with all information for accessing the base - ***************************************). All of this is untrue. Currently, the warehouse rescheduled our delivery for the following week. However, I am concerned about this happening again, the condition of my couch, and the integrity of this company. I even offered to rent a U-Haul and pick up the sectional myself. In my many years of living on military bases, I have never had issues with delivery. I work in military logistics and cannot fathom treating a person, let alone a customer like this. Unfortunately, I will not be ordering furniture from Crate and Barrel again, and I cannot recommend it to friends and family.

  Business Response

  Date: 01/08/2025

  We sincerely apologize for the delivery issues that this customer experienced. Our ************* associate worked with the delivery coordinator to ensure that the team would have proper documentation for the next delivery.  The delivery took place this morning and was successful.  We have refunded the customer's delivery fee due to the failed first attempt. (ED) 

  Customer Answer

  Date: 01/09/2025

   
  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:01/02/2025

  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 White Trees 9 x 13 ceramic baking dish. All sales were final. I received the dish yesterday and it was defective as there were glazing issues. I contacted customer service and they told me it could not be returned or replaced. I can understand prices being final for year end sales but when the company can't provide a quality product it's not fair the consumer has to suffer.

  Business Response

  Date: 01/03/2025

  Thank you for providing this valuable feedback and communication to our Team. Someone from our team did just reach out to you to discuss and help resolve your experience on the above order. Thank you.   (DR)

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch on 5/22/2024 order #*********** for $6,498.55. I was in their showroom and the associate ***** **** was assisting us. I found a couch i loved but didn't want to make the purchase because it was beige. I even said it wasn't an option due to having so many pets and kids. She said it was a new model and this is the only color option available at the moment. I literally said I cook. She then proceeded to tell me that when they release the couch in new colors I would be able to purchase the slip covers in a different color. Fast forward and they now have additional colors. When I reached out the first time I was told I would be emailed a price list, never received anything. Second time I was told this isn't an option and after some back and fourth the woman said she would see what she could do and call me back, never received a call. I just reached out again and they said they do not sell the slip covers by themselves and maybe I should try reaching out to the manager or the associate that sold me the couch. I spent a lot of money on a couch only because I was able to have a different color in the future. I feel like I was lied to just to make a sale. Not I am far out of the return window as I was waiting for them to release the new colors. If I had known this was never an option I would have never made the purchase in the first place. They don't seem to want to offer any form of assistance, just sorry that's not an option. I was sold a couch under false pretenses. I was taken advantage of and I am severely upset and put of over $6,000.00  

  Business Response

  Date: 01/08/2025

  Thank you for your feedback on this order. Please note that this vendor does not offer replacement slipcovers for the purchased ****. As this is a Store Order we cannot view the conversations had at the store, but we do see this was purchased with an in-store designer and that they do require all sales final approval when placing the order, approved by you as the customer. Based on the timeline and terms the sofa is not returnable or refundable. At the time of purchase swatches and fabric was selected for the purchase and we understand that fabric or color may not have been ideal, but it was approved upon this purchase. We will followup with the store as to any promises made as we see the customer approval only. We thank you for your patience as we review the concerns noted.   (DR)

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22751908
  
  I am rejecting this response because:
  I am currently waiting to hear back from Crate and Barrel. They emailed me 8 days ago and said they were willing to make an exchange. I emailed them back that day and have yet to hear anything back yet. This issue is not resolved. The following is the email the company sent me on January 8th 2025
  
  ATTN: Amanda 
  
  Order# ***********
  
  Hello,
  
  I'm following up on the Unwind Sofa purchased at the Sarasota Crate & Barrel on 5/22/24 for $6498.55 
  
  I understand that the color was not what you really wanted and settled on it with the expectation of purchasing slipcovers in a different color at some point in the future. Unfortunately the manufacturer decided to not provide individual replacement slipcovers for this collection which I know was a deal breaker for you. I apologize for the frustration as I wouldn't have purchased a sofa either if I knew I couldn't get the color I wanted. 
  
  We are willing to exchange the Unwind Sofa for a new one of equal value ($6498.55) in a color you like and we will have it delivered to you. Just let us know what color you'd like. We can send samples if you need us to! Unfortunately due to the long distance nature of this delivery we will not be able to provide a delivery fee adjustment for you and would need to collect $399 for delivery and pickup due at the time of booking. 
  
  Let me know if this resolution sounds good or if you have any other questions. You can also give us a call at the store ************ 
  
  Thanks! 
  
  ****** ****
  Assistant Store Leader, 
  Customer Outreach & Experience 
  
  
  Crate & Barrel ******** # ***
  **********************
  *******************************************
  ******************
  T: ************
  

  
  

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

  Business Response

  Date: 01/19/2025

  Thank you for the update. This is an email from the Store that sold you the original sectional. That determination of the policy for Special Order Furniture is at their review and discretion. We see that you are currently working with them, and appreciate the update.  ****

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22751908
  
  I am rejecting this response because: The store has reached out to inform me they are willing to exchange the couch. I emailed them back immediately with a few questions regarding the exchange and after 8 days with no response I emailed them back again. It's not been an additional 5 days and I still have not received a response. I do not want this case closed until the issue has been resolved. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/23/2025

  We do not have access to the Store interactions for training purposes. We do suggest to call the store, it seems Associate: *** is assisting with this order from the Store you originally purchased this sofa. Notes show he emailed and called on 1/21/2025. The order is in a different name then the name of the BBB complaint, so possible they are contacting your partner/spouse. The store contact number is: **************     (DR)

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22751908
  
  I am rejecting this response because: I have made contact with someone from the original store that the sofa was purchased. We have started the process of an exchange. I want to make sure they hold up their end before closing out this complaint. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/26/2025

  This customer is currently working with the Store she purchased this order from originally. Their Leadership Team is assisting. There is no need (at this time) for ************************** to interject in this order, as it can potentially create confusion or miscommunications. We will contact the store to ensure the proper steps are being taken and offer Store Support.   (DR)

  Customer Answer

  Date: 01/28/2025

   
  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. The store has started the process of exchanging the furniture. They have been extremely helpful. As far as I know, the issue has been resolved. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/31/2024

  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 purchased a rug on November 21st, 2024. It was expected to be ready for pickup by late November, as per their confirmation email. By mid-December, the item was still not ready for pickup, so I contacted customer support. I was then told that the item would be ready for pickup by December 23rd, 2024. I did not receive notification that the item was ready for pickup by December 23rd, 2024, so I contacted customer support a second time. During this session, I was first told that the item was ready for pickup, as confirmed by the customer support associate calling the warehouse. Immediately after, I was told that the item was not yet ready, but was assured that the item would be ready for pickup by December 31st, 2024, as confirmed by the customer support associate calling the manager of the ****************** One store *********** December 30th, 2024, the item continued to be unavailable for pickup, and the status of the order had changed to on backorder. As a result, I contacted customer support a third time, and was told that the item was no longer available and that my order would be cancelled. Finally, on December 31st, 2024, my order was cancelled, over a month since it was ordered and after several staff telling me inaccurately that my item would be or was ready for ********* is ridiculous how poor Crate & Barrel's communication and inventory keeping is. Not only has it taken over a month for me to receive a final update on my order, this was after I was repeatedly told inaccurate information by customer support that my item was on the way and would be, or was, ready for pickup. The failure of their poor inventory keeping also disappoints mewhy were they selling a product that they did not have; why did it take over a month for them to realize; and why did the warehouse and store confirm inaccurately that the item was either there, or would be ready for pickup soon? I am very disappointed with this experience and am hoping for a satisfactory resolution.

  Business Response

  Date: 01/02/2025

  We want to offer our sincerest apologies for any inconvenience the customer has experienced with their recent order. The rug which was purchased was a clearance item, which has been discontinued. Due to a system error, our inventory numbers were incorrect at the time of purchase. Once it was discovered that we no longer have this rug in stock, the customer was provided a refund in full. Since the rug has been discontinued, we are sadly not able to offer to replace this for the customer as requested.  (AW)

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22750525
  
  I am rejecting this response because:

  I am not satisfied with the response provided, as I believe it is misleading and aspects of my complaint have not been addressed.

  Crate & Barrel claims that there were inventory issues and there were no items in stockyet, as of January 7th, 2025, a week after my order was cancelled due to the item being "sold out" and over a month and half since I originally ordered the item, it is still available and sold on their website. Supposed inventory of this item is available, based on calls with customer service staff and an emailed quote provided. If these inventory issues are real as claimed, why is the item still being sold on their website? And if the item is in actuality, in stock, why was I not provided the option of having the item continue to be placed on backorder before having it shipped to later? 

  Additionally, I am also not satisfied with the customer service and communications provided by Crate & Barrel. During my last chat with customer service, I was assured that a supervisor and/or manager for customer service would contact me within 24 hours. Over a week later, I have heard nothingfurther disappointment to my continued saga in false claims provided by the store, including multiple claims that my item would be available soon and even that my item was ready for pickup.

  I continue to hope for a resolution where the item can be purchased. Otherwise, I would be satisfied with a discount code for my troubles.

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

  Business Response

  Date: 01/11/2025

  We are terribly sorry for the inventory issues and that we were not able to get the Zermatt Ivory 8x10 Rug to the customer as we had originally hoped. While the Zermatt Ivory Rug is still offered online, the only size we still have available is the 10x14. We are very sorry for any inconvenience this may have caused. As an apology we have sent the customer a discount code which can be used towards a new purchase. (AW)
  
  

• Initial Complaint

  Date:12/30/2024

  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 ate at the restaurant named The Table at Crate inside the Crate & Barrel store thinking that I will use a gift card from Crate &Barrel to pay the check. The waitstaff informed me ONLY at that time, that the restaurant isn't a division of C&B and they don't accept C&B gift cards. As you can see from my dinner receipt the name which even is used on the exterior implied that the restaurant inside the C&B store is indeed a part of the store. Officials at BBB might even believe that the restaurant is a part of C&B as the situation implies but no signage as I explained to staff including an assistant manager by email for which no reply has occurred. I stated that C&B store management and the restaurant must provide clear signage that the restaurant isn't part of their corporation and doesn't a accept gift cards (I wouldn't have eaten there in the first place and have had the gift card for a long time). One point: I visited the ********* store also in the same mall and asked the manager of the restaurant that's within their store which goes by a different name than ********* if the restaurant will accept as payment a gift card of ********* and their reply was YES! The BBB may decide that the restaurant should accept C&B gift cards instead of signage as either I believe would be acceptable solutions. Good thing I had a credit card that I could use for payment. I believe that C&B gets a percentage of sales from the restaurant receipts besides charging rent.

  Business Response

  Date: 12/30/2024

  Thank you for bringing this matter to our attention. We apologize for any frustrations Mr. ***** experience. The customer was contacted today by the group that manages The Table at Crate restaurant. Some additional feedback about his experience was gathered, and an apology was extended for any confusion he was caused. An offer to credit Mr. ******* credit card he used to pay for the meal was extended, as well as a gift card for The Table at Crate for future use at the restaurant. TP

  Customer Answer

  Date: 12/30/2024

   
  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 was given a refund on the credit card used.
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/27/2024

  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.

  Our family purchased us a wedding gift on our wedding registry at Crate and Barrel. Instead of the $450 Dutch oven and gift card our family purchased, Crate and Barrel sent us a $50 ceramic bowl. When we found out months later after our wedding, Crate and Barrel insists they sent us the right package, they only based this on the weight of the shipping label. They either mislabeled the package, or are using the wrong info. They accused us of trying to scam them. We simply want the item that was supposed to sent to us, we would be happy to ship back the bowl they sent us in error.

  Customer Answer

  Date: 12/27/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/24/2024

  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 sofa from Crate and Barrel. The company failed to delivery the item, but charged me the deposit for "cancelling." The delivery team arrived with the sofa. Initially they didn't even want to try bring the sofa in because they believed it wouldn't fit. The super suggested they at least try. They then proceeded to bring it in the service entrance, but instead of waiting 2 minutes for the super to lock the freight elevator, they tried to bring it on with the elevator in operation. They could have broken the elevator. Regardless, they got the sofa on the elevator quickly. However, when they arrived onto our floor, they proceeded to ram the sofa into the wall and into the hallway light. The super offered to help guide them, but they said they didn't need any help. After 90 seconds they gave up and asked me whether I wanted to have the sofa returned or cut in half. It is implausible that a sofa can fit into the freight elevator but not be taken out. This is a 30+ story building with a freight elevator. The hallway and door dimensions are the same coming into the elevator and coming out. The delivery team simply didn't care to complete the work. I stopped by the store and was told that this is common: the Crate and Barrel delivery teams don't care to do the job. The store often recommends a third party when the Crate and Barrel delivery fails but in this case couldn't because I ordered the sofa online. I have never heard staff in a store think so little of the company they work for. Based on this experience, I understand why. In sum, Crate and Barrel failed to delivery the item. After multiple emails and phone calls, some of the money was refunded. But my deposit was retained on the grounds that I cancelled the item. I did not cancel. Rather, the company failed to provide a professional delivery service.

  Business Response

  Date: 12/26/2024

  We are very sorry for the  disappointment this customer has experienced with this order. The customer did purchase items that were made to order and the customer had to acknowledge  the condition of the sale prior to completing the order. Custom items can not be cancelled, returned, or exchanged.  Customers are also aware a 50% non-refundable deposit is required for all custom orders.  When delivery was not successful, our associate did offer the customer to deliver the furniture again with a different delivery team but the customer declined and wanted the order cancelled.  Associate cancelled order per customer's request and process refund according to the condition of the sale.  (EF) 
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22728873
  
  I am rejecting this response because:

  The response from Crate and Barrel obscures its failure. I purchased a **** and a professional delivery service. ** failed to provide the delivery service. In the short time they were here I observed the team slam the sofa into the wall and into the ceiling light. They rejected any advice from the super or me. And then proceeded to ask me to choose in the moment with the sofa half out of the elevator whether I wanted it cut in half or returned. *** offer of a second delivery team is not a genuine resolution. There is no reason to believe the second team would be better. First impressions count. ** failed miserably on this delivery. They consider a couch custom if its made with anything other than a few stock fabrics. I accept this as grounds for not returning because one simply changes their mind. However, ** did not meet its duty. The responsibility is theirs.

  
  Sincerely,
  
  Jolion ********

  Business Response

  Date: 01/09/2025

  our office will reach out to the customer directly to further discuss. (EF)