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

  The Westchester Mall White Plains, NY 10601

• 

  Crate & Barrel

  9607 Research Blvd Austin, TX 78759

• 

  Crate & Barrel

  3400 Around Lenox Dr Atlanta, GA 30326

• 

  Crate and Barrel

  201 Mall Boulevard King of Prussia, PA 19406

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:04/18/2025

  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 am writing to formally demand that CB2 immediately cease all marketing communications to my email address: [email protected] submitting at least five unsubscribe requests using the links provided in your marketing emails beginning around March 2024 I continue to receive unsolicited promotional emails from your company. This is a clear violation of the CAN-SPAM Act, which legally requires you to honor unsubscribe requests within 10 business days.Your failure to comply with these requests is unacceptable and constitutes ongoing digital harassment.Unless I receive written confirmation that my email address has been permanently removed from all of your mailing lists within five (5) business days, I will take the following actions:File a formal complaint with the ************************ (***)Submit a report to the Better Business Bureau Notify the *********************************** Explore pursuing damages under applicable consumer protection laws This is your final notice. I expect confirmation that my contact information has been removed from your systems and that no further emails will be sent to me.

  Business Response

  Date: 04/23/2025

  We have been in touch with the customer and confirmed the email address has been opted-out from our database.  

  Crate&Barrel emails were opted out April 4, 2025 and CB2 emails were opted out on April 18, 2025.  The customer should not be receiving any further emails, and we have asked him to please let us know if he does.  (ED) 

  Customer Answer

  Date: 04/23/2025

   
  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:04/16/2025

  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.

  My partner and I ordered a couch from Crate & Barrel back in early December. It was estimated to be delivered end of January. They contacted us a few weeks later to say there would be a delay until March, which we were ok with. They then waited another few weeks to contact us yet again to say the couch would actually be delayed until May, due to our fabric selection. We asked for options of available fabrics, and picked one out, and were told estimated delivery in April. Crate & Barrel waited yet another couple weeks to contact us to say that fabric was actually not readily available, and that it would actually be delayed further. We were okay with this because they gave us a $517 discount along with not up charging for fabric selection. We were contacted today saying we need to pay the remaining $1500 (couch originally $2534) or the order would be cancelled in 48 hours. We already paid $1500 but were refunded the $517. However they are now saying that was a temporary discount and it was no longer honored. Weve been waiting 5 months with no couch in our living room, and Crate & Barrel has been anything BUT understanding or seeming to understand our situation and frustration. We want either a full refund on our purchase or we want to receive our couch including the $517 discount, which is already in my opinion not enough compensation for the back and forth for 5 months, and not having a couch to sit on in my living room. This has been the worst experience and worst customer service Ive ever received from any business, especially taking into account the price of the product at hand. I dont want further back and forth with this company, I want this issue resolved promptly. Can provide more documents in future if needed as my partner was the one in contact over email.

  Business Response

  Date: 04/17/2025

  Thank you for filing your feedback to BBB for Crate and Barrel. We are very sorry to hear about delays with your Special Order Sofa. As per the terms of purchase you signed and agreed to, this **** is custom made just for you. Those terms do let you know that arrival dates are estimated and subject to change due to availability by the vendor that creates this. These terms were virtually signed upon your purchase on 12/7/2024. We understand delays are frustrating. I can address your payment history and update as well. We see you are currently working with a Supervisor on this order from our ************* Team.This order was originally placed using a 10% promotional discount. The deposit paid was %******* (which includes only 50% of the merchandise and taxes, delivery upfront). A courtesy credit was applied due to your experience and changing of fabrics on 3/4/2025, totaling $517.27 - credited to your **** used to place the order). This Credit has not been reversed and was a courtesy to you. You do have a remaining balance due of $1551.82 which is the remainder of your order due. The **** is ready to book, but payment must be made and cleared before a delivery can be scheduled. You can confirm payment details with the Supervisor or Leadership Team assisting you. Once scheduled our delivery team can bring you your customer made, specially for you piece. We look forward to it's arrival for you.    ****

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23213600
  
  I am rejecting this response because:
  The $517.27 that you are saying was credited to me and not reversed, we are still being charged for. We put down the $1500.04 and then you said you were crediting that amount (the $517.27), but we still owe $1551.82. Original amount $2534.59 minus what we paid, $1500.04, is $1034.55. If we were credited that $517.27 as a refund, it means we do not owe it. Except you tried to say it was a temporary refund, so which one is it?

  The most we should owe is $1034.55, so your math makes no sense if youre saying the $517.27 credit was not reversed. And once again, the amount of delays and back and forth with terrible customer service weve had to deal with alone isnt worth only $517.27, but its a start, and expected. Youre taking advantage of your customers and this is a ridiculous way to do business.

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

  Business Response

  Date: 04/23/2025

  Thank you for your additional feedback. The order billing is correct and I have attached photos of the order total, Merchandise vs. Credits provided to you. I have also outlined all credits issued to you ***** Between promotional credits at purchase, delivery waived and courtesy and generous discounts provided to you by Crate and Barrel. you have received $1450.21 in discounts applied to your order. After only fulfilling a 50% deposit, a remaining balance was owed to complete the order and schedule delivery. We do show this was processed and delivery was fulfilled on April 22. 2025. Please take a moment to see the attached billing and all credits and courtesies that have been applied to this order. We hope that the recent arrival of the sofa has been positive and you are enjoying your Special Order Lounge Sofa.   (DR)

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Please let Crate & Barrel know that I am actually not satisfied with any of their efforts, and at this point we have the couch and would rather just let this rest than keep doing a back and forth with a company that never made an effort to satisfy their customer. Its no longer even about money, its about principle and running a proper business, which Crate & Barrel does not do and they should be ashamed of themselves, that this is the kind of service they provide. Thank you Better Business Bureau for handling this, but we no longer wish to pursue anything further with Crate & Barrel, and will never do business with them again.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/14/2025

  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 with Crate & Barrel (Order #: *********) Order Date: Mar. 22, 2025, totaling $195. The item was supposedly delivered on March 27, 2025, according to their records. However, there is no delivery confirmation on my end, and the photo Crate & Barrel provided as proof of delivery clearly shows a ******* package, not theirs.I sent Crate & Barrel:Screenshots showing no delivery confirmation Proof that the package in the photo was from ******* (tracking ID and confirmation)An explanation that the only package received and opened that day was a TV stand from ******* Despite this, the company continues to insist the package was stolen, though their own photo shows no Crate & Barrel package present at all. They are demanding I file a police report for theft, which is completely unreasonable when there is no evidence the item was ever delivered in the first place.Their customer service has been unhelpful, and Ive been bounced between multiple representatives with no actual resolution. I have requested escalation and a refund or replacement, but they refuse to help unless I file a police report based on a false claim of theft.I am requesting the BBBs help in facilitating a resolution, as I have exhausted all reasonable communication efforts with Crate & Barrel. I want the item resent.

  Business Response

  Date: 04/16/2025

  ************************** has reviewed this complaint, the order, and the tracking photos.  Because the missing item cannot be seen in the ***** tracking photo, we have issued a replacement as a customer service gesture.  We apologize for the inconvenience.  (ED) 

  Customer Answer

  Date: 04/16/2025

   
  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:04/13/2025

  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.

  Complaint Summary:We received two defective Crate & Barrel Lounge 93 sofas with the same issuesqueaking that began immediately or after minimal use. Despite repeated attempts to resolve this fairly, we have only been offered 20% off the base price and are now being contacted to schedule a third delivery we never agreed to.Complaint Details:We paid $2,289 for a Lounge 93 sofa. The first unit began squeaking within a day; the second developed the same issue within weeks of minimal use. We also have over $2,200 in matching Lounge furniture still on backorder, totaling over $4,500 invested.We requested a 50% refund ($1,145) to reflect the repeated defect and avoid further returns or deliveries. Crate & Barrel promised a leadership-level review and follow-up within 48 hours via email, but no one responded. Instead, they began texting and emailing us to schedule delivery of a third sofa we never agreed to accept.We are requesting a refund of 50% of the full amount we paid due to repeated product issues, failure to escalate our case properly, and lack of communication from leadership as promised.

  Business Response

  Date: 04/14/2025

  A member of our *********************** team has been in contact with the customer regarding this matter, and we are working towards a resolution. (AW)

  Customer Answer

  Date: 04/15/2025

   
  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:04/12/2025

  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 purchased a dining chair from Crate & Barrel on March 25, 2025 (order number: *********). The chair was shipped to the store in ************* where we picked it up. When we opened the box at home we saw that the chair was damaged. We went to return it in store and was told we could not return it without the box (despite the fact that the chairs legs remained wrapped and no where in Crate & Barrels return policy does it say that a piece of furniture must have a box to be returnable). We then called **************** who similarly told us we would need to purchase a box in order to return it. We have not found any written policy that requires a box to return a dining chair. Neither the in store on online customer service teams could cite such a policy. We are seeking the ability to return the item for a full refund without having to pay additional money for a box, particularly where the item was damaged through no fault of our own.

  Business Response

  Date: 04/13/2025

  We thank you for providing this feedback and sharing your experience with Crate and Barrel through BBB. Regrettably, when returning through ***************** an online service, we do require a box, as this would require to be shipped back to us via parcel shipping. The carrier will not provide a box, such as ***** or *** and it is the responsibility of the customer to package the items being returned. We will send a return label to apply to the box for drop-off or pickup of the carrier being used. As for the store, if this was purchased or a store pick up, they typically recommend inspecting prior to leaving to avoid damaged, but things happen and we can certainly agree on that. I would recommend contacting a Store Manager directly. They should accept a return of the item/chair that was received broken, or offer a replacement of that item. I would contact them directly and request to speak to a manager. We will additionally note the order for you.   (DR)

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196451
  
  I am rejecting this response because I did contact the store manager as we picked up the chair in that same store (************* ).  The store manager - ****** ******** I believe her name was - was incredibly rude to us and refused to take the chair back because it would be a loss to her because no one would want to buy a dining chair without a box.  Your return policy does not dictate that a box is required to return in store, yet as she refused to take the chair back, we are searching for another solution.  We want a refund for this chair and are happy to return it if you can collect it without a box. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/16/2025

  Thank you for your continued feedback on your ongoing Order 353109776 issues. We can certainly forward this feedback to our Store Operations Team. We see this order was resolved with our Leadership Team, as they have provided a courtesy Local return/pickup for you. This does not require a box for return and the fees of $149 have been waived to you. I see you accepted this resolution and it has benefited this order. One the return is completed and checked in to the warehouse, we will process your credit to you. Thank you.    ****

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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.

  Filed a previous complaint about an order on March 24. C&B responded that they were "working" with me to resolve the issue (product ordered end of January with delivery date of March, product has not even moved to production, getting vague and unresponsive answers and promises). At that time their "resolution" was a concierge would contact me by text when the order progressed. As of today, the product is STILL not in production, and delivery date is now beyond the end of April. "Status: On backorder Estimated Restock Date: April 29, 2025"This is made-to-order, so how could it be on "back order?" And "restock?" Have been on hold with customer service for the last half hour. I paid a deposit in excess of $1000. Asking them to (1) change the fabric, at their expense, if the fabric is the issue or (2) cancel the order with a full refund.

  Business Response

  Date: 04/11/2025

  We have been in contact with the customer and answered her questions and addressed her concerns.  She did receive some incorrect and/or misleading information which we will address internally.  

  Her custom made sofa is complete and is currently in transit from the manufacturer and has a Late April *** for delivery. (ED) 

• Initial Complaint

  Date:04/04/2025

  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.

  Returned 2 items candle and missing parts smol sensory kids table. Crate and barrel emailed me 1 ***** label but I had two items. When took packages in FedEx they told me they will put 2 items in 1 box and use that label crate and barrel provided. They received merchandise on 02/28. I am attaching proof and person DSOLIS signed for it. Now they are not issuing my full refund only they issue for candle but nit table . Every time I call or chat they are saying they have so many returns and to wait 24 hours to have someone reach to me but never do. Now is April and still no refund. I am very disappointed. Please help me get my refund back. I appreciate you.

  Business Response

  Date: 04/05/2025

  We sincerely apologize for the delay the customer has experienced with their refund. Our return process typically takes 7-14 business days to complete once the item has been confirmed as received at our facility. We understand the frustration the refund delay has caused, and offer our apologies that this has taken longer than usual to process. After reviewing the customers order, we have issued a refund for the cost paid for the Tide Water and Sensory Table. (AW)

  Customer Answer

  Date: 04/07/2025

   
  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:04/02/2025

  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.

  Purchased a patio table order number ***********. And received it just under a year ago. When we went to use the extension to make the table bigger for my daughters 2nd birthday. We noticed that both extensions had like a wavy look to them. Seeing that this patio table sits under my covered part of my patio I didnt know how this could happen. The paint is chipping off those parts as well. This was $6500 and for the quality I could have bought elsewhere. When reaching out to crate and barrel they only offer $199 store credit. They say they wont replace this parts. This upsets me because I thought they had better service. I dont want $199 store credit I dont want to shop there. I thought crate and barrel had better service. Please make it right and get me the same table (******)

  Business Response

  Date: 04/06/2025

  Hello and thank you for providing this feedback and sharing your concerns with Crate and Barrel through BBB. After a review of the order, the care/context provided and the photos issued to both our customer service and through this platform, we do want to share the concerns you are seeing is due to care and/or wear and tear. This peeling/chipping noted, and also the warping of the extension is due to moisture. And although left under s a covered patio, the vendor for this piece does recommend that this piece stored in away during the Winter and extreme months of weather. This reduces chances of water damage. They also recommend drying any built up moisture with a cloth and using covers, which were not purchased at the time this table was purchased. We have attached a full list of the care instructions that the vendor recommends below - these are available on our website for the product as well. We know this is not your ideal resolution and we can still apply the promised final sale discount to the order that customer service offered now that we have reviewed these care instructions with you. Following these will certainly provide the longevity you expect with your Crate and Barrel furniture. See Care below:     (DR)

   

  Care
  We recommend the use of our outdoor furniture covers (purchased separately).
  Clean with a damp cloth & mild soap.  Follow with fresh water rinse. Dry furniture after washing.
  Cover or store indoors during the winter and/or extreme weather; protect from heat and liquids; to prevent mildew, peeling or warping during storage, furniture must be dry; clean surfaces with a dry or damp soft cloth, but dry prior to storing or putting covers on.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23149408
  
  I am rejecting this response because: a recommendation and require are two different words. Because you recommend does not mean you have to do what is recommended but a required maintenance or care has to be done. If this was another high end store their customer service is hands down better than your resolution. These extensions need to be replaced or refund me all my money for this set and come pick it up. 
  
  Sincerely,
  
  ****-**** ****

  Business Response

  Date: 04/09/2025

  Thank you for your reply and valuable feedback. We understand your request, but due to the lack of care recommended we will not be replacing the extension table or offering a return and/or full refund of this outdoor set. The care instructions are listed for review online and provided on the law label of your set, including additional care for the cushions. These are the recommendations from the vendor who creates and builds these pieces. Required vs Recommended can certainly be frustrating, but you have advised our teams that these instructions were not followed causing the warping and damages, including the water bubbles of the finish to the table extensions. You also declined the purchased of the recommended covers. A covered porch area does not provide the recommended protection to the peace that provides the longevity and upkeep that you expect from Crate and Barrel pieces. We do hope this shared feedback has helped you understand the concerns of your order.    ****

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23149408
  
  I am rejecting this response because:
  This is not over as the company has no proof of warranty. From what is said is that it is recommended but not required to purchase their covers.
  **** ****
  Sincerely,
  
  ****-**** ****

• Initial Complaint

  Date:03/27/2025

  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.

  Returned merchandise ( Smol child plastic slide) contacted Crate and Barrel customer service and explained its missing parts not possible to assemble and agent sent in email return label. They received item but never returned my money. I been contacting them numerous times they keeps saying they will call me Back when ***** confirms they received item from me? I attached label proof of deliver . They sent me label they have merchandise. Order number ********* shipped via ***** crate and barrel sent me label in email tracking number ************

  Business Response

  Date: 03/28/2025

  Hello, and thank you for bringing this to Crate and Barrel's attention through BBB. Please note that it is disclosed in our return policy and should have been communicated to you that returns do go through a return process at the warehouse. This process can take upto 14 business days (which does not include weekends) once the item is received. It must be checkin by the return team and inspected to ensure it was the product intended to be returned. This process can take time. Today (3/28/2025) will only be the 7th business day of this process and your return/refund may not complete until April 8th, 2025. We appreciate your patience through this process. You can locate our full return policy and it's terms online or can always get these details from our ************* Team. We hope this helps explains the concerns you are having and look forward to closing this order for you soon. Thank you.    ****

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23122343
  
  I am rejecting this response because: tracking shows item delivered and multiple times agent told me to wait 24 hrs until warehouse confirms its received but never call me back or email. They got my phone number and email. I need my refund back as promised my credit card is due April 6. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/31/2025

  We understand that you are seeing this item arrived at the warehouse, or that a customer care associate may have been working to confirm it's arrival with the warehouse, they may get a response in ***** business hours - this is not a promise or guarantee to issue the refund until the item is confirmed received and your order is released. Please note that it is disclosed in our return policy and should have been communicated to you that returns do go through a return process at the warehouse. This process can take upto 14 business days (which does not include weekends) once the item is received. It must be checkin by the return team and inspected to ensure it was the product intended to be returned for security purposes. This process can take time and is noted in the return policy. Today (3/31/2025) will only be the 8th business day of this process and your return/refund may not complete until April 8th, 2025. We appreciate your patience through this process. You can locate our full return policy online with terms for review, or can always get these details from our ************* Team. We appreciate your patience during this process. Thank you.    ****

  Customer Answer

  Date: 04/06/2025

   
  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:03/27/2025

  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.

  Placed order with Crate & Barrel 02/21 . Order number *********. ********* coffee maker arrived broken damaged requested return and they provided label . Sent item via ***** tracking number ************. Item received and signed by *** but never received my refund. Contacted CB customer service 5 times total and every time they claim I have to wait 24 hours until warehouse confirms they received package even that they can track and see it was returned and received by them. I need my refund they keep delaying and my credit card is due very soon. 4/5 . Note I requested supervisor twice they keep saying they will email me Or call but never did . I just seeking my refund.

  Business Response

  Date: 04/03/2025

  Thank you for bringing your experience to our attention. We understand that the ********* Coffee Maker you received arrived damaged, and that you requested a return label for the item. Our return procedure typically takes 7-14 business days to process after the item is confirmed received at our facility. We apologize for the inconvenience caused by the multiple interactions with our customer care department, and for the delay in getting your refund processed within the normal time frame. We appreciate your valuable feedback, and will ensure it has been provided to the appropriate teams.
  
  We can confirm that your refund for the returned ********* Coffee Maker was processed on April 2, 2025. You should see the credit posted to your credit card account within 3-5 business days, as per the guidelines of your credit card agency. TP
  

  Customer Answer

  Date: 04/06/2025

   
  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,
  
  **** *****