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:12/21/2024

  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.

  Placed an order in November to be a Christmas present. According to CB2 order was shipped on December 3. Since then it disappeared. Was shipped with purolator that doesnt show an estimation for delivery now. Just says when the weather is fine. That is for the last 3 weeks. Called CB2 three times and they just lied to me that a replacement is going to be shipped at some point. Today is December 21 and they dont care that is a present for my child.

  Customer Answer

  Date: 12/23/2024

  
  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:12/21/2024

  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.

  Order was placed on 11-30-24. Order # *********. When ordered item was not indicated to be on backorder until order was placed. We understood custom pieces needed weeks to be completed so we were OK with waiting 6-8 weeks as indicated on company website. On 12-08-24, we noticed the item order status showed as "order received" but item was not being built yet, or the date for when item was meant to be completed showed as being done by late Feb 2025, a lot longer than was expected. On 12-08-24, we requested item be cancelled and the $911.18 we paid, be refunded, via the chat option on merchant website. ***resentative stated item cancellation requested has been submitted and I will be notified the result of the request. A few days later, I was notified order could not be cancelled since it was custom. I requested paperwork from the warehouse confirming item had already began being built, but no paperwork was ever emailed or sent to me. I stated to the *** that the item will be on backorder for multiple months since order was placed, and that I needed proof item was already being built to be OK was being charged, but nothing was provided-which made it hard to believe item was even being constructed. Additionally, we expected the item be ready be January 2025. We opted to pick up the item, but due to the backorder and extensive delay, we won't be in state Feb 2025 to pick up item. *** stated the matter would be escalated to supervisor. On 12-16-24, *** emailed me stating order could not be cancelled for the same reasons, unable to offer further assistance given our circumstance. The lack of understanding from Crate & Barrel has been disheartening. We paid almost 2 grand for this piece, and needing to wait 3 months, when that time frame was not expressed to the customer from the start, is not okay. Not issuing a refund when requested before the item was set to be built, is not okay. We need a refund for the full amount we paid due to the item being extensively delayed.

  Business Response

  Date: 12/23/2024

  Thank you for providing this feedback on your recently placed order. Please note, customer or special order furniture is never on "backorder". These pieces are created especially for you by our vendors per your requested customization requests. These are one-of-kind pieces and with that are terms for purchase. These terms were approved and signed for by you as the customer to finalize this order. Production Orders can take ***** business hours to produce an estimated lead time for production. With the arrival date at Early February, this does meet the 6-8 weeks timelines presented (although we do reserve the right to update this date), and we understand this not ideal for you currently, but it is noted and agreed to upon purchase. Below are the terms you agreed to on November 30th, 2024: 

  Production time detailed in notes.
  An ETA is an estimated time of arrival and is subject to change based on vendor lead times.
  We require a 50% non refundable deposit for Special Order and Made to Order merchandise.
  The balance must be paid in full prior to scheduling delivery (or pick up) of eligible items.
  For Additional Color, Frame or Custom order merchandise orders canceled within 48 hours an appropriate exchange, credit or refund wi
  ll be issued for the item(s).
  Your 50% deposit is non-refundable.
  Special Order and MTO items are Final Sale and cannot be cancelled or returned.

  It is the responsibility of the customer to ensure correct measurements which include the entry access for delivery. 

  The arrival time is to our regional warehouse and is an estimate that is subject to change.
  We will notify you of changes to the arrival time or your merchandise should they occur.
  Swatch received and approved online by customer.
  View our complete returns and exchanges policy at ************************************************************
  View our complete returns and exchanges policy at ************************************************************
  Terms and conditions of this order have been reviewed and signed at purchase.
  Customer has acknowledged understanding of these policies.
  We suggest using our handy Care Instructions guide for quick, easy reference.
  You can download it at ********************************************************************* by clicking on the Care Brochure link.

• Initial Complaint

  Date:12/21/2024

  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.

  Issue: Not refunding delivery charge. Return caused by Crate and Barrel not providing proper hardware. My baby now has no crib and ruined our Christmas. During the Black Friday sale, I called the ******** location. ****** helped me order the Ns Hampshire II White Crib White and shared with the white glove delivery that the crib is built at the same time. I thought that's amazing and placed the order, paying $399 for delivery. On December 21st, my dream crib for my 5-month-old baby became a nightmare. My baby needs to transition from a bassinet to a crib ASAP. The delivery team removed the cardboard outside and brought the pieces inside and started the crib build. The delivery team told me that the crib is missing the proper brackets and hardware and could not build the crib, leaving the pieces. No instructions left. I called the Crate and Barrel in ********, speaking to ********. I shared my experience. ******** said they don't build cribs, and the delivery team should not have started to build the crib, and she is providing that feedback. She was cold and unsympathetic towards the situation now that my baby does not have a crib. ******** told me she would call me back. She did call back and said they don't have the hardware in ******** and no timeline. C and B will pick up the crib and will refund the next business day but will not refund the delivery fee. ******** was less than caring when I tried to speak to her about not refunding delivery; she was angry and snappy. She said I told you we were sorry already. The return is crate and barrel's fault for sending a product with no proper hardware. Not refunding delivery is a bad business practice as they caused this issue. I want the $399 delivery charge refunded. I now have no crib for my 5-month-old baby. All other cribs at quality stores have over a 6-week wait, and now I'm out $399 because of a problem Crate and Barrel created. What kind of business does this to a new mom and baby?

  Business Response

  Date: 12/23/2024

  Thank you for your recent feedback on Order 20014470377. We do work to improve all interactions and resolutions for our customers. We are very sorry to hear about your experience with the crib and delivery. I do see here that our ************* Team was able to get not only the crib, but the delivery waived and credited to you. We will additionally provide the feedback submitted to our Store Support Team for review. I believe this has been resolved and if you need anything please let us know. Thank you.    ****

  Customer Answer

  Date: 12/23/2024

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

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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.

  Two unauthorized transactions took place , Crate and Barrel claim they cant find it and it has been a total of 72 hours since they have tried to speak with me , currently my bank account is frozen , my ****** is frozen , I have no way of using money because of this whole issue.

  Business Response

  Date: 12/23/2024

  Thank you for bringing your concerns to our attention. We are sorry to hear that you have experienced any difficulties with our service. We have the following information to share with you today.

  Mr. ******* reached out to our customer care on 11/30/24 with a request to cancel one of the following two orders: ********* and ********** The customer said that he thought that one credit card wasn't working properly, placed a second order, but the order actually processed normally. Because both of these orders were not available, and on backorder with our vendor until late December, neither order was charged at that time. Payment would not be collected until the order was in stock and ready to ship. On order *********, the customer selected a "Feed America" donation option, for which payment was collected in the amount of $7.00. This was the only charge which appeared on the order. Order number ********* was cancelled on 11/30/24, and since there was no payment collected on this order, there was no refund to issue to the customer.

  Mr. ******* reached out to customer care on 12/6/24 for status on order ********** The customer was informed that the item was still on backorder due late December. The customer reached out again to customer care on 12/8/24 with a request to cancel order ********** The cancellation was process, and as mentioned previously, this order was refunded the $7.00 to the original form of payment because monies were collected for the "Feed America" donation.

  Mr. ******* reached out on 12/12/24 stating that he had been charged for order *********, which he requested to cancel. We can confirm that this order was indeed cancelled, but the issue at hand involved two other orders the customer placed on 11/29/24 and 11/30/24 for the same item. This brought the total number of orders the customer placed with us for the same item to four. These two other order numbers were: ********* and **********

  Order ********* was declined when the order tried to authorize funds from ******. This order has since been cancelled, and the authorization attempts have stopped, and Mr. ******* should have seen this authorization fall off his account. The second order number *********, which payment was successfully charged on 12/12/24 in the amount of $317.95, was processed. Payment was collected because the item was in stock and shipped. Each of the four orders were placed within one day of each other, and the three orders from 11/30/24, within 15 minutes of each other. Because the item had shipped on order *********, an instant cancellation and refund would not be possible in our system. Our customer care team worked to request a return of the package by ***** to us, so the customer could be credited.

  Since this activity regarding the charge on order *********, our sales audit department received a chargeback entered against the order for $317.95 by Mr ******** We have notified ***************** of the issue. We were able to get the package that shipped returned to us, which then allowed us to credit the order and refund Mr. ******* the amount of $317.95 on 12/19/24. This refund should post to his account within 3-5 business days from the date the credit was entered (12/19/24) as outlined by credit card agencies.

  We hope that this information brings some clarity to the situation, and appreciate Mr. ******** patience while we worked towards investigating the matter, and a resolution. TP

  Customer Answer

  Date: 12/26/2024

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

• Initial Complaint

  Date:12/18/2024

  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 purchased a ***** grill through Crate & Barrel on December 13, 2024. Upon opening the box, the grill hood was damaged/dented. I called Crate & Barrel in an attempt to have a replacement part sent to me; unfortunately, they informed me that was not possible, so they offered me approximately $70 as consolation. I initially accepted the offer, but then called ***** and was informed that the hood was the most expensive part (approximately $200). Therefore, i called Crate & Barrel back to process an exchange of the entire item. I am disabled and not able to repackage the item (it was already nearly completely unboxed at the time I realized the product was damaged) but they were not willing to have someone come out and assist me with repackaging the item. I spent more than an hour on the phone with them trying to come to some sort of resolution. At one point during the phone call the associate asked me what my disability was presumably at the request of his manager. I am left very disheartened by this whole interaction. On top of everything I currently have a broken leg. I am not able to move the grill which is very heavy by myself. Just wishing this didn't happen this way. I felt a bit violated by the question I was asked, as if I would have been treated differently based on my response.

  Business Response

  Date: 12/19/2024

  Good afternoon, and Thank You for your valuable feedback to always improve our communications and customer experience. We are sorry to hear about your ***** Grill. I just reached out to directly and lefty you a voicemail to further discuss this order and processes. Please give us a call at your convenience. Our office is available Monday - Friday 9:00am-5:00pm CST. 

• Initial Complaint

  Date:12/16/2024

  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.

  Order Number: *********** Purchase Amount: $1,724.65 + *****% tax Purchase Date: February 11, 2024 On December 2, 2024, I contacted Crate and Barrel regarding a safety issue with the product. The representative, Jasmine, offered a return for a shop card minus a 25% restocking fee, totaling $1,293.49 plus the local tax. I accepted this offer before ending the call. The sofa (SKU: ******) was returned to Crate and Barrel on December 10, 2024. On December 9, I spoke with Nenecio, who assured me multiple times that I was approved for a full refund to my original payment method. Based on his confirmation, I expected this resolution.However, on December 16, 2024, I received a shop card valued at $773.17a significant discrepancy. When I called Crate and Barrel for clarification, I was informed that the shop card was calculated correctly and aligned with the initial December 2 offer. This is false, as Jasmine confirmed $1,293.49 plus tax, and Nenecio later guaranteed a full refund to my card.Crate and Barrel now claims ******* was not authorized to promise a full refund, but this is irrelevant. Customers should not be penalized for their employees' miscommunication or mistakes. I have been provided conflicting information and an inadequate resolution, despite clear agreements during my calls.This ongoing issue has caused significant inconvenience, wasted time, and frustration. It is unacceptable that a company of Crate and Barrels reputation would handle a safety issue and refund process in such an unprofessional manner. This experience has shaken my trust in the ******** a minimum, I expect the agreed shop card of $1,293.49 plus tax. However, based on my discussion with Nenecio, I am entitled to a full refund and request Crate and Barrel honor that commitment. Anything less is unacceptable given the circumstances and poor handling of this issue.I hope to resolve this amicably. Thank you for your attention to this matter.

  Business Response

  Date: 12/24/2024

  We sincerely apologize for the confusion regarding the refund.  This matter has been handled by a ************* supervisor and has been refunded in full.  (ED) 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22695473
  
  I am rejecting this response because I only received eShop gift card refunds rather than a refund back to my original payment method. I do not find that to be satisfactory and I understand the business will not change their decision. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/30/2024

  We agreed to accept the return of the sofa well beyond our 30-day return policy period, with the understanding that the refund would be in the form of a Shop Card.  The customer was aware and accepted this offer.  (ED) 

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought it product from Crate & Barrel webpage and I have not received my product yet. I followed Crate & Barrel team's instruction like went to police and made an report on my lost status, but finally, they did reject on my lost issue. """The homepage of Crate & Barrel""" still said no delivery status as of today - Dec., 16th, 2024 1) Order date was Sep., 3rd, 2024 2) Order # & amount: USD ******** and order #. ********* 3) My shipment have not delivered yet to me and I have been working to resolve on my case with them over three months, but finally they rejected on my claim. 4) I followed all of their instruction via E-mail, went to local police office(first time to go there) and made my lost report with local police and opened-up dispute on my credit card company, which is Crate & Barrel's company credit card company, they rejected my claim. 

  Business Response

  Date: 12/23/2024

  We are sorry to hear about your disappointment. We understand how important it is for you to place and order with us and expect to receive your items in a timely manner. Based on the ***** tracking information and photo from *****, your package was delivered on 9/7/24 at 3:17 PM. After reviewing this matter in full, we cannot arrange for a replacement because the package was confirmed delivered to your front door per *****. We have made two recommendations. One that you file a police report, and second, that you reach out to your credit card provider to dispute the charge, as we normally would in this case. We are sorry to hear that the bank did not approve your request to be refunded, but the banks decision is out of our control. TP

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22694123
  
  I am rejecting this response because: I already followed up CB2 request, first, filling to local police station - Lisle and second, checking with credit card company on this, at this case, I need to have at least store credit for CB2 buying the product from them again, I can not lose my whole big money.

  For BBB, please support on my case, it is big money for me.
  
  Sincerely,
  
  Jihwan Ro

  Business Response

  Date: 01/03/2025

  We understand ****** Ro's disappointment regarding this matter. When the issuer of the credit card, **************, contacted our credit card disputes department presenting the chargeback. We provided the necessary proof they were requiring of delivery by ***** of the package in question. It was the bank's decision not to honor the customer's requested dispute based on the information supplied. TP 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22694123
  
  I am rejecting this response because:

  Dear BBB team, whom it may concerned,

  Please check on supplier's only way direction on my request, I followed up all of their request, 1) reporting local police office, 2) opened up the dispute via credit card company, but their reaction is not fast and just one way communication.

  Also, what I upset about it is that, my credit card is Crate and Barrel's credit card via the bank, so I think my dispute is not handled in proper way.

  Please get involve on my case and find out arbitration on this. I need to have at least store credit for buying the product from CB again, I do not need to have refund on those cost.
  
  Sincerely,
  
  Jihwan Ro

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order# ********* on 12-15-2024 and the order was automatically cancelled in the system after I placed it online. I contacted customer service and they said that it was declined by the ** system, and then another agent told me that my bank declined it which IS A LIE. I have placed 2 other orders with NO problem a few months ago and the orders where delivered to me. I recently moved and I am only using my NEW ADDRESS where I currently reside. I don't understand why my order isn't going through and I want to be able to place my orders online with NO ISSUE. This issue need to be fixed asap because now all of a sudden I can no longer place orders online. It seem as if my address, email, or phone number is being blocked which is triggering the ** system. The agents in live chat just give you a scripted message and keep telling me that I need to shop in a store. I'm attaching a screenshot of the order confirmation, a screenshot of showing it is cancelled and ZEROED OUT, a screenshot of my LAST 2 ORDERS that went through successfully.

  Business Response

  Date: 12/23/2024

  We are sorry to hear that you are encountering cancellation issues when placing orders with us. Please know that each order goes through a automated screening process. This process is designed to protect all our customers from the potential risk of fraudulent orders being placed in their names. If there is any discrepancy in the information provided that differs from the name on the payment method being used (name, address, city, state, zip code, phone numbers), this may cause a cancellation due to a declined authorization in the payment method. We understand your disappointment, but many of these processes are for your protection. TP 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22690491
  
  I am rejecting this response because: I have placed orders in the past with NO ISSUES & all of my information is literally matching for what is on my credit card/personal information. I was told by several agents that the orders are processed through a ** system which misread information and cancel orders all of the time. A manager even told me that you guys have been having this issue for a long time ever since you started using the ** system to process orders. It isnt fair to customers that have purchased products in the past with no issue now are having issues due to your faulty system! That system isnt to protect a customers information it literally is to cause problems for customers! The agents nor managers CAN NOT EVEN MANUALLY process orders which also is another issue!! I should be able to process my orders without the system AUTOMATICALLY CANCELLING MY ORDERS WITHIN SECONDS!! Your department also should be able to tell me why my orders are cancelling as well!  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/31/2024

  We certainly understand and appreciate your disappoint with the orders you've mentioned being cancelled. We have provided your feedback to the appropriate teams for their review. We hope that you do not encounter any problems with new orders in the future. You are welcome to reach out to customer care if you do encounter problems. We're happy to help. TP

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22690491
  
  I am rejecting this response because:
  You still didnt tell me that youre going to fix the issue and fix your system.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  We outlined that the information about your particular experience would be provided to the appropriate teams here at our corporate offices for their review and consideration. Your feedback is valuable to us, and supplying this feedback to our teams is the best actions that can be taken at this time. Thank you for bringing this matter to our attention. TP 

• Initial Complaint

  Date:12/14/2024

  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.

  ********* This order I returned using ***** label and its not been refunded. 

  Business Response

  Date: 12/15/2024

  The returned items have been received at our warehouse and the refunds have been issued. There are 2 refunds, one issued on 12/12/24 and the second one issued on 12/13/24.  The order has been fully refunded.  (ED) 

• Initial Complaint

  Date:12/05/2024

  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.

  Order placed on October 18, 2024, with order number *********. Despite numerous follow-ups and assurances, my concerns remain unresolved. Below is a detailed timeline of events:10/25/24: The product arrived damaged, with the box poorly taped and Styrofoam shredded. I contacted customer service and spoke with ******* ****, who identified herself as a supervisor. She assured me a replacement would be provided, and ******** generated a ***** pick-up label on 10/28/24. I informed her of my travel plans (leaving 11/7/24) and was promised delivery of the replacement before then.10/29/24: I took a day off work to accommodate ***** for the pick-up of the damaged item, but no pick-up occurred.10/30/24: I contacted customer service again and spoke with *****. He explained that the previously generated label was incorrect and issued a new one. ***** assured me that management would contact me within ***** hours regarding my complaint. The damaged item was returned the following day.11/4/24: I spoke with ******, who informed me there were issues with the replacement shipment, and I might not receive it before 11/7/24. I requested a full refund instead.12/1/24: Upon my return to *****************, I discovered that the refund had still not been processed. I contacted Annique, who could only apologize for the delay without offering a resolution.12/2/24: I spoke with Rolric, who assured me that leadership would contact me the same day and resolve the matter.12/5/24: Despite repeated assurances, no leadership team has reached out to me, and the refund remains unprocessed. I started a chat with *********, but after explaining the situation, I received no response.This situation has caused significant inconvenience, including the loss of time, taking leave from work, and enduring a prolonged resolution process. I request immediate action to issue my refund and an explanation of why this matter has been mishandled for nearly two months.

  Business Response

  Date: 12/07/2024

  A member of our leadership team spoke with the customer on December 6th regarding this matter and has issued the refund. (AW)