Reviews

This profile includes reviews 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

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  Crate & Barrel

  250 Granite St Braintree, MA 02184

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  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

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  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

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  Crate & Barrel

  9607 Research Blvd Austin, TX 78759

Review Details

• Review fromKristine Y

  Date: 07/11/2025

  1 star
  Ordered items in May. Its July 11 and I still don't have them. Was on hold with customer service for 15 min. Agent said the vendor would ship the items tomorrow. Took me having to call to get any update. Agent was unwilling to send me confirmation that the items would be delivered within the week. 

• Review fromStephanie H

  Date: 06/13/2025

  1 star
  I purchased a Made-To-Order bed from CB2 (owned by Crate and Barrel) in February 2025. After waiting nearly six months for delivery, the bed finally arrived but missing one of its legs. The delivery team was unable to complete the installation, and initially we were told a replacement leg would be sent shortly, and installation completed within days. This is now weeks later, and my husband and I have been forced to sleep on the floor, where we remain to this day. Since the frame was partially installed, we are unable to remove it from our bedroom to put our old bed back. Since the delivery, I have called and emailed customer service multiple times, receiving inconsistent, contradictory answers and no meaningful solution. We were told a replacement bed wouldnt be available until 6 months from now, and that no temporary leg could yet be confirmed. Most disturbingly, we were informed that compensation could only be discussed after a completed delivery despite the fact that the product arrived defective and unfit for use.CB2 has offered no urgency, no workaround, and no compensation, while my husband and I continue to suffer from worsening back pain and the complete inability to use a bed we paid a premium for. This experience has been profoundly disappointing and physically harmful. It is shocking that a company known for design and quality has failed so completely in product fulfillment, customer care, and basic accountability. I am seeking formal compensation and have escalated this issue to senior leadership. I hope others proceed with caution when ordering from CB2 or Crate and Barrel. 

• Review fromVickie G

  Date: 04/28/2025

  1 star
  This store lies to you we purchased a new rug not a floor sample new, waited 7 months for the delivery that was the 1st lie. We picked up the rug this rug was at a heavy discount so it was final sell I was fine with based on the quality that Crate & Barrel is known for after a week of just walking on the rug the fibers started coming out separating called the store they said to bring the rug back it sounds like you have a defected product then I told them that it was final sell and they said no exception even if you have a defected product they didn't care this company knew about the rug they knew it was not a quality product that is why this company set it at this price and sold as final to a unsuspecting customer. I feel that this is so underhanded and should not be allowed to be deceptive to the consumer. This company told me to take the 9 by ************************************************************************************************************************************************************************ business with this type of underhanded practices taking advantage of the unsuspecting consumer. I would like to let the consumer know of these tactics to help someone avoid this type of business practices I used to be this companies spokes person nothing but good things to say. Buyer beware the products that this company is selling is not of the high standards/quality inferior products and vendors no warranty they do not stand behind their product. The amount of money you are paying you would think that you would be getting the highest quality.

• Review fromRod C

  Date: 03/31/2025

  1 star
  I recently brought a Dining Table at Crate and Barrel, set up a day for delivery. Day of the delivery at my new home, they arrived without notifying me of the time for delivery, they stated that they waited 15 minutes and left. I contacted the delivery company and they stated that the contacted me a couple of days and notified me about the delivery time. They did not contact me and the day of the delivery they refused to return. They lied about contacting me, they literally called me a liar about not being notified.

• Review fromAllan Z

  Date: 02/09/2025

  1 star
  This is our 2nd time ordering a large couch from Crate & Barrel, spending collectively over $7000 for both couches, and on each occasion was extremely disappointed with the delivery, scheduling processes and follow through coordination. With this second time round, we were promised that they would deliver and provide us improved customer service, however once again failed to keep and hold up their end of the bargain. We ordered our 2nd couch in September 2024, hoping for a delivery by Thanksgiving/Christmas, and upon delivering the couch it was damaged. Due to this, needed to reschedule and reorder, forcing us to wait another 3 months. Come February, the couch was promised that it would be delivered in the early morning, as we had mentioned that this 2nd delivery was not our fault, however was not able to speak to any individual or establish contact and was scheduled for a delivery between 1PM - 3PM. We called to attempt to push the delivery out earlier, before 12PM noon, and with no success, was forced to reschedule for the following week, but promised that it would be noted and handled via a special request that our delivery would come in the morning. The next weekend comes again, and once again, 2 days prior to the delivery, we receive a phone call stating that our delivery for the weekend has been scheduled for 1:15PM - 3:15PM. (It's as if our original conversation never happened, and I am now on the phone for multiple hours, trying to reschedule again). I finally adjust our schedule to try and receive the couch for the early afternoon 1:15PM time delivery, and upon that day, then get a call at 11:15AM that our couch is en route and will be delivered in 15 minutes, forcing us again to adjust our schedule for receipt. There is minimal empathy and complete disregard of our time from a scheduling standpoint. I have never received a formal apology or compensation for the numerous hours wasted each week. I would NEVER recommend ordering from C&B if you're busy.   

• Review fromAcy Y

  Date: 01/29/2025

  1 star
  Terrible customer service. I went to ********************** store in the ******* area and the service at the store was very good, which considering the prices they charge was expected. However, their customer service once you leave the store is polar opposite. We bought a dinning table and chairs and spent almost $6K, they told us up front that some of the chairs would not be available for 5 weeks. we planned for delivery of the table and bench ahead as we needed it for Christmas. We would pick the remaining chairs to have them at the earliest possible time (Jan 10). When the time came for delivery of the table and bench, it was a complete disaster, they had to come three times, as they were incompetent to communicate properly and they brought only the bench, we did not accept it as no communication was provided. 10 days later the table, they did not bring the bench because the previous team forgot to inform them that they have not delivered the bench. 7 days later they delivered the bench. Original delivery date was Dec 3, we got the items fully delivered on Dec 31st. The chairs were supposed to be ready by January 10th, we bought everything on Nov 5th the chairs were not ready, then we called on Jan 17 and only two chairs were available we waited and Jan 22 the 4 chairs were available. We called them to inform them that we could picked them up on the 24 or 25th, we were told that we could not and we could only pickup the chairs on Tuesday 28th between 9-11 am. We explained that we work during that time and we needed the chairs that were already delayed. Prior to all those calls I had also bought counter stools and spent $2K additional. I called customer service as I think the minimum they should do was deliver it, as they were again late ******* the ** *** did not provide any solutions and wanted to charge for the delivery. I had it! So I cancelled all the orders, what I could not believe is that they rather lose sales and a customer never buying from them again. 

• Review fromLia G

  Date: 01/05/2025

  1 star
  My parents went in to buy an espresso machine at the ************************ location. When they bought the Breville espresso machine, the sales associate told them that they can return their item within 30 days and receive a full refund in cash since they paid in cash. That same week we try out the machine, and it is defective, so we go back to Crate & Barrel at the ********** location to return the item. When we arrived, we spoke to ******, and she was very kind. She was honest, saying that she's new and does not know the policy for returns. So we ask for the manager. The manager, *****, comes over and tells us that we cannot receive a full cash refund. We were surprised because ****** had told my parents that they would receive a total cash refund. There were no signs in the store with the description of the return policy. ***** the manager stated that it is written on the receipt and that we should have read it. It does not make sense to inform your customers after purchasing a product that they would not receive a full cash refund after buying the item in cash. It is a scam for them to be doing that to customers. While ***** was trying to figure out how to complete the return, the woman at the next register her name is *****, gave major attitude towards us. She kept saying that we were stupid to not read the receipt. I think it is absurd to have rude and miserable employees at the cash register. Vanyy, the manager, finally figured out how to make a return on the computer. She gave us $100 back in cash, $118 back on a credit card, and $100 on a check, which we still have not yet received. It is outrageous that we had to receive three different forms of reimbursement when we only paid in cash. We paid in cash, so we expect cash back if the item is returned. This place needs to get it together and hire employees that are respectful. Corporate should ***** their employees thoroughly. We will never be going back after this awful experience.

• Review fromRonna G

  Date: 12/10/2024

  1 star
  I ordered a custom beige living room chair from Crate & Barrel on 9/28. It was supposed to be delivered last Tuesday, 12/3. Instead, a green colored piece of a sectional was delivered - clearly not the item I ordered. I called in Tuesday 12/3. To date, I've called in 3 times on this issue. I keep being told someone will contact me back by EOD...however each day passes and nobody has contacted me. I am told they are trying to find the correct item from their shipping partners, but their partners are not responding. As of 12/10, nobody has outreached to me with resolution. I would like 1) the wrong item to be picked up asap, 2) a replacement chair ordered today, and 3) realizing I will now have to wait for the production of another custom chair (another 2-3 months), I would like compensation for this issue - both the wait and the hassle incurred. I have always been so pleased with C&B's customer service team. This time, I'm incredibly disappointed at the slow response time and near apathy provided to this problem.  

• Review fromRogi S

  Date: 11/12/2024

  1 star
  Ordering with Crate and Barrel is such a nightmare every single time. 1 of my 4 chairs got delivered with an obviously wrong color. My bed frame had missing parts. Do they not have any quality control? They shipped the missing part directly from the factory in ***** and it got lost, no one knew where it was. It showed up on my doorstep almost 2 months later. Got double charged for delivery fee - was told by their staff to call and dispute the charge so I did. Now a couple weeks later they are refusing to replace my wrong color chair because I have an open dispute with them. The open dispute is on the duplicate delivery charge, not the chairs and also your own team told me to open that dispute. Have to call over and over and be on top of them to get anything done. They constantly give me the run around and have no coordination whatsoever. They say they'll give me a call back and they never do. They should be ashamed of themselves. Nothing has changed since I made an order with them 3 years ago. Still absolutely incompetent.  

• Review fromGlenita B

  Date: 11/05/2024

  1 star
  I placed an order for a significantly discounted item. The online price was $40 (regular price $400). After more than a week with no shipping information I checked my online account to see if there was any update. I see the order has been cancelled but had not received any communication after my initial order confirmation. I have time today and use their chat feature to get an update. I am lied to by the *** and told that my order was automatically cancelled cause they were unable to authorize my card after several attempts. I call on my former professional experience as a card fraud supervisor at a major bank & explain to him how am well aware of how the merchant side of a card transaction works. I also explain to him that what I believe to have happened is that #crateandbarrel realized that they mismarked the price and instead of communicating such information they just ghosted my order. He didnt appreciate my candor when I flat out told him I called BS & asked if there was anything else he could do for me. I told him he could have his supervisor call me back to discuss the issue. He provided me with their phone number. I immediately call & explain to the ***, in no uncertain terms, that I would expect this level of customer service from ******* (where *** had consistently better service) but certainly not from a store of their caliber. He in turn looks into it and says he's going to tell me the truth. Which was their system had in fact had the wrong price and so all the orders were cancelled. Boy I really went in on them after that. Management clearly knew they had an error but instead of sending an email to those impacted you would rather lie to your customer and blame the cancel on me. I ended my rant by suggesting that someone in management actually needs to MANAGE!!I absolutely hate when business don't take ownership & exercise good customer service. Shame on #********************** for lying straight to my face.