Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

General Merchandise

Crate & Barrel

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Merchandise.

Reviews

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

Find a Location

Crate & Barrel has 85 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Review Ratings

    1.25/5 stars

    Average of 96 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Review fromPriscila Z

      Date: 07/02/2024

      1 star
      Crate & Barrel: worst furniture delivery service you could ever imagine, and no one can help you. I brought furniture for my new home and scheduled the delivery date for July 2nd. I schedule my moving to July 3rd because I would have my home completed with all furniture. I would stay at a hotel until July 2nd and then move to my new house (I was moving from ******, so I everything needs to be very organized, specially when you have a baby and a 3 years old kid). They confirmed the delivery by email 2 days prior, and said it would be from 12hs to 2pm. I booked the building elevator, everything was all set. But in July 2nd, ai waited until 6:30pm and nothing. The building does not allow furniture deliveries after 5pm (as usual) and I was so confused and trying to talk to anyone from Crate & Barrel to see what happened. Finally the truck driver call me saying that the truck was broken during the day and delayed all deliveries and that he was approaching my building (that was 6:40 pm). I told him it was not possible to deliver anymore because of the building rules and that he was 4 hour late. He said ok, call the customer service to reschedule. Long story short, we talked to customer service by online chat because unfortunately I couldn't speak to anyone by phone, to ask them to deliver on the next day and they said the next delivery slot would be on July 11 - I explained the situation that was Crate & Barrel fault but they couldn't do anything. I also I called Coral ****** store (where I bought the furniture) and they said they would try to talk to the warehouse to explain but it would be difficult to find a slot. Basically I couldn't solve the problem, they are asking me to wait until July 11, that's unbelievable. I have 2 kids and need to move to my new home, I'm staying at a hotel because I don't have furniture, it was Crate & Barrel fault because the truck was broken, and even that, they want me to wait until July 11 (basically 10 days).    
    • Review fromMerrill M

      Date: 06/16/2024

      1 star
      I am writing to share my disappointing experience with Crate & Barrel Order Issues: I ordered a bed, but it arrived in a completely different color than what was advertised. After multiple communications with customer service, I was informed there were discrepancies in the wood, and a replacement bed would be sent. Despite being told the replacement would arrive on June 11th, it did not. I followed up on June 12th, only to be met with further delays and broken promises. Customer Service Failures: Throughout this process, I was assured of free shipping on my next order as a courtesy for the inconvenience. (It should be noted that Shipping is $600 to my residence!) However, when I attempted to place a $10,000 order for an outdoor sectional, the representative retracted the free shipping offer. After spending over an hour and a half on the phone, the call was disconnected, and no one called me back. Lack of Follow-Up: As of June 16th, I have not received any updates or callbacks. I am still without my replacement bed and have lost all faith in Crate & Barrel. This is especially disappointing considering I was prepared to spend nearly $20,000 on new furniture. I believe Crate & Barrel operates under false pretense. The quality of the furniture I received is vastly different from what is shown on their website. Additionally, they promise delivery dates and fail to meet them without providing adequate communication or resolutions. Finally when the products do show up, they are either damaged or not as pictured. Potential customers deserve to know about these issues before making any purchases. I strongly advise reconsidering doing business with Crate & Barrel until they address these significant shortcomings in their customer service and delivery processes.  
    • Review fromFace C

      Date: 04/30/2024

      1 star
      Absolutely terrible service, just after half year there were some cracks on the table I bought from CB2, sent email to their service but no solution, then the only answer is they had escalated to high level but no response after more than 1 month.
    • Review fromDena M

      Date: 04/24/2024

      1 star
      Absolutely horrible customer service that does not even reply to emails or calls. I purchased a couch for a client and it has completely fallen apart not even a year later. This company does NOT stand behind the quality of their products and their customer service is terrible. I cant believe they are getting away with this.
    • Review fromStephanie F

      Date: 04/10/2024

      1 star
      I ordered a bread box on February 9th. It has been in the status of being prepared since this time. They give an estimated ship date and when that date comes they change to a delivery date. I requested that the order be cancelled and I be refunded. **************** called the warehouse and they said ok and he told me my refund would appear in 3-5 days. The next day I get an email that says the warehouse cant cancel it and I have to wait until I get it to return it because it is being prepared for shipment already. I explained it has been like this for two months and I am being lied to because it is not being prepared. At this point they once again changed my delivery date today to next week. They are doing everything possible to not refund me for a product I assume I will never see. I always thought this was supposed to be a good company but I am extremely angry and feel I am getting fraudulent responses so they can keep my payment without delivering an item.
    • Review fromDouglas H

      Date: 03/17/2024

      1 star
      I will never deal with this company again. They make promises they cant keep & lie to you. Don't be duped like me thinking your dealing with an elite company because all the hype & expensive furniture. You are better off at Big Lots..... 
    • Review fromPat C

      Date: 03/13/2024

      1 star
      My order was shipped to the incorrect address. **************** stated the company had shipped a replacement order to the correct address. The replacement order was never shipped and the company declined to honor its prior commitment.
    • Review fromLindsay F

      Date: 03/01/2024

      1 star
      I received several hundred dollars worth of gift cards for my wedding. I was able to load them to the app, basically converting them to electronic gift cards. Sometime after the new year the app cleared them all out. I reached out and initially they were helpful, identified the card numbers and planned to cancel and issue new cards. They quickly reissued one $250 card of the total $700. They told me they were working on the others. Now I am being told the $250 is all I am getting and they are acting like they have no idea about the others even though they provided me with the card numbers initially. They basically stole $500 from me when they updated their app and now refuse to address the issue or respond to me. Horrible service and doesn't seem like a legal way to conduct business.
    • Review fromMelanie R

      Date: 02/26/2024

      1 star
      If I could give Crate and Barrel a 0 star, I would. This was my first experience with Crate and Barrel. I bought from them thinking they were quality products, with A+ customer service. That is a NEGATIVE. It was an AWFUL experience and I would NEVER order from them again. I had bought 2 pillow shams and a quilt. All items were charged. **** they credited my account because the item wasn't in stock. **** they charged it again because they said it was in stock. THEN they credited my account AGAIN because they it said it was not in stock. I ordered this in early Jan. **** they said it was on backordered. **** it turned into February and then March. I have talked to numerous people with all different stories. Every employee had to 'research it'. I was given 2 different amounts due. I really like this quilt BUT the company itself is awful! Skip this company and order made in ******* products.
    • Review fromBrady T

      Date: 01/19/2024

      1 star
      Ordered my desk in November, they gave me a damaged desk in December. Employee loaded the box in my car so I couldn't see the damage. When I got home (40+ miles away) I discovered the product was absolutely damaged. I immediately called telling them about the damage and that I want to return it. They told me I couldn't return it to the store and I had to take it to their warehouse (55 miles away from me) With no choice, I go and return it to the warehouse even though I picked it from their store. I was told I would get my replacement in a couple of weeks. As it gets closer I call to follow up, they forward me to a "local" warehouse to schedule delivery, turns out it's in a different state. I ask where my desk is, I can't get a straight answer instead they tell me they can't find proof of my return, luckily I took a picture of the return invoice. They then tell me I will get it January 18. I get a text on January 17 Saying they will deliver but the next morning they tell me they can't citing the weather and can't do it for another week. The roads are fine and only rain. I was told someone would call me and again I had to do all the follow up. So at this point two months and still no delivery. Crate and Barrel first delivers damaged products, then makes you do all the customer service work and delays delivery for two months.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.