Business Profile

General Merchandise

Crate & Barrel

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Merchandise.

Complaints

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

Customer Complaints Summary

537 total complaints in the last 3 years.
169 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/28/2025
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.
Original Date of Transaction: 05/26/2025 Amount Paid: $649.47 Committed to Provide: Dining table, white glove delivery service (includes delivery and assembly), an undisclosed compensation Nature of Dispute: Failure to produce goods within reasonable time, failure to produce work orders, processing unauthorized transactions, breach of Texas Deceptive Trade Practices: False or Misleading Representations, Unconscionable Actions Attempts to Resolve: Failed attempt at multiple deliveries with no evidence of documentation, promise of compensation post facto Involvement of Advertisement: N/A Purchased dining table in late May and scheduled warehouse pickup in early June. Acquired 3rd party moving and assembly help on confirmed pick up date, however order was not present in warehouse despite a confirmation (no notice was given). C&B provided first delivery with white-glove service on 6/21. Notified on 6/20 that delivery was cancelled and would not be able to be rescheduled until further notice. Text message thread started by C&B on 6/20 (provided in attachments). Delivery rescheduled for 07/12. C&B failure to provide documentation on 6/28 regarding previous work orders for failed delivery. C&B failed to produce goods within reasonable time. C&B charged an unauthorized payment to credit card on 6/28.
Business Response
Date: 07/07/2025
We sincerely regret this disappointing experience. We have been in touch with the customer and informed him that the dining table is no longer available. We have canceled the order and refunded the customer, and issued compensation as an apology for his experience. ****
Customer Answer
Date: 07/07/2025

Complaint: 23531921

I am rejecting Crate & Barrels response on the grounds that it fails to account for substantial financial losses directly caused by the companys repeated delivery failures. These include unreimbursed costs for transportation, moving and assembly assistance, and time taken off worklost wages which, in my profession, are both significant and measurable.

Additionally, it must be noted that Crate & Barrel proceeded with an unauthorized payment attempt during the most recent failed scheduling effort, which further undermines the integrity of their transactional process. ******** failure to even acknowledge this breach is indicative of a broader disregard for both accountability and customer trust.

The companys assertion that the item is now no longer available is particularly troubling. This development cannot be divorced from the core of my initial grievance: Crate & Barrels prolonged delays and repeated logistical failures. It is disingenuousand arguably negligentfor the company to cite unavailability when that very condition is a direct result of its own operational deficiencies.

The offer of a $125 gift card, framed as an apology, is both inadequate and dismissive in light of the harm caused. It reflects a troubling postureone that suggests an institutional indifference to customer experience, responsibility, and ethical commercial conduct.

At best, this situation is a clear example of systematic negligence. At worst, it borders on retaliatory behavior in light of my decision to escalate the matter to the Better Business Bureau. Either scenario presents serious concerns for consumer protection, and the public deserves to be fully informed before choosing to entrust their business to Crate & Barrel.

Sincerely,

**** *********
Business Response
Date: 07/14/2025
We extended our sincere apologies to the customer for the inconvenience, and loss of time, that he experienced. The additional charge of $10.83 was assessed in error due to change in delivery costs, and was refunded the same day, June 28, 2025, because existing orders are not subject to the additional charge. All delivery fees were waived on this order due to the inconvenience caused to the customer, and the additional $10 should not have been charged.

We have canceled the order because the product is no longer available, and issued a full refund, making the customer whole. We have issued compensation equal to 20% of the purchase price in recognition of inconvenience caused.
Initial Complaint
Date:06/26/2025
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.
Order #: *********** Sale Date: 12/13/2024Associate: **** G Paid in Full Dec 13, 2024. Ordered furniture in person. Reorder of my previous order from Jan 2021 in a new color. Return customer. Mar 5. Furniture delivery incomplete. Did not receive the Lounge Deep 2-piece sectional left arm chaise part of sectional. Incorrect couch delivered and returned the same *********: ********B FINISH: LG000-HABITAT ESPRESSO FABRIC: F593 SOLANA TAUPE ****** II GRAND SOFA BENCH SALE NUMBER: ********* Mar 15. After repeatedly following up with Boca branch I was notified via email my missing furniture was not found and a new one would be ordered. Stating that it would be rushed.Apr *****. ********** company contacted me several times to collect furniture piece. They were hired by Crate & Barrel to collect the couch. I had to reach out to crate and barrel to confirmed not a swap it was never delivered for the 3rd party company to stop calling me. Jun 4. Delivery was supposed to be this day but the delivery drivers could not gain access to the military base because the vehicle they were in was not licensed or insured.Jun 4. ********** sent a confirmation of delivery report to me and Crate & Barrel. I reached out to Crate & Barrel and let them know delivery was not made.June 5. FragilePak delivered my missing furniture in a Penske truck and sent one elderly man. My son and I had to help him carry the couch into the house and unwrap it. Then my son and I had to connect the couch pieces.I would like financial compensation for late delivery. Furniture ordered in December, scheduled delivery was March, didn't receive complete furniture until June.Jun 24. ********** is still calling me to schedule delivery of furniture.
Business Response
Date: 07/04/2025
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by your delivery experience. We have already reached out to you by phone, leaving a voice message to facilitate a connection. We hope to speak with you soon. TP
Initial Complaint
Date:06/24/2025
Type:Customer Service 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 is my first time shopping with Crate and Barrel and my last. The customer service supervisor does not pick up. I called about returning lamps. They tell me there is a restocking fee. I was not told that when I bought this, I called first. so they lie I would like my money back. One might be damaged. I am redoing my place and working with designers, and this is the worst experience I have had. For a high end company they have low end customer service They make it difficult to shop and return, and there is no customer service. I waited for an hour for a supervisor.
Business Response
Date: 06/25/2025
We want to offer our sincerest apologies to the customer for their recent experience with our customer service team. A member of our *********************** team has spoken with the customer regarding this matter. (AW)
Initial Complaint
Date:06/23/2025
Type:Order 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 earned $760 rewards dollars from crate and barrel in November 2024. These dollars expired in February. I was unaware of the 90 day policy and it was not made clear in any paperwork. Crate and Barrel refused to honor my rewards and I am now out $760 that I earned. They would not as a courtesy reinstate the rewards.
Business Response
Date: 06/23/2025
Were sorry to hear about the issues the customer has experienced with their Rewards Dollars.
Unfortunately, per the Crate and Barrel Rewards Terms and Conditions (Section 4), Rewards Dollars are valid for 90 days from the date issued. Lost, stolen, or expired Reward Certificates are not replaceable. The full terms can conditions can be found at: *******************************************************************************************************

We understand how disappointing this may be and sincerely apologize for any inconvenience it has caused. (AW)
Initial Complaint
Date:06/21/2025
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.
Order: ********* Order placed on 23 May 2025 as final sale, non returnable. Since this order was placed as final sale, a gift card was purchased to buy the item as it could not be returned. At the time of purchase, Crate and Barrel stated delivery would be somewhere 17 Jun 2025- 23 June 2025. This order was abruptly was cancelled by Crate and Barrel on 21 Jun 2025 without any communication to me the consumer. I called their customer service desk and they stated it was because their online ordering system cannot track inventory and oversold the item. If this is correct, this is predatory practice keeping consumers money for extended periods of time, cancelling right before quoted delivery. If there was insufficient inventory, why was this order held for over one month with Crate and Barrel cancelling just 2 days before delivery? As this was purchased on a gift card, I do not want a full refund to a gift card as I do not want to support this business given their poor customer services and experienced to date.
Business Response
Date: 06/25/2025
We sincerely apologize for this disappointing experience. This clearance item was sold out before we were able to fulfill the order and we apologize for the inconvenience. The customer has been refunded in full, in the form of a Shop Card, which was issued on 6/21/25 and sent to her by email. (ED)
Customer Answer
Date: 06/25/2025

Complaint: 23501340

I am rejecting this response because: their response does not address my complaint.

Per Crate and Barrel, they knowingly oversold an item they didnt have inventory for. *********, **************** Manager, stated that ********************** knowingly oversells items online.

Crate and Barrel didnt communicate they could not fulfill this order until the delivery date had past, over a month after successful order and payment; I only found out about this issue when I was notified of my order cancellation.

This appears to be a predatory practice. I do not want funds refunded via a gift card as I do not want to support this business.

Sincerely,

Business Response
Date: 06/27/2025
We sincerely apologize for the customer's experience and frustration. We do not knowingly oversell products, and the cancellation of this order was an unfortunate circumstance. There are times when there can be inventory discrepancies, typically due to damaged or broken items, but those occurrences are rare. And we regret that it happened in this case.
We are only able to refund an order in the manner in which it was paid. The customer paid with a Gift Card, and that is why the refund is the same form. (ED)
Customer Answer
Date: 07/04/2025

Complaint: 23501340

I am rejecting this response because: the response doesnt address the original complaint or match what the customer service manager (*********) relayed over the phone.
This order was cancelled without explanation after the item was to be en route to me. At no point was I notified of an issue or that the order could potentially not be fulfilled. The companys response didnt address the complaint.
Sincerely,
Initial Complaint
Date:06/13/2025
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.
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 June 28th 2025. The order arrived missing one of its legs, rendering it unusable. The delivery team was unable to complete the installation, setting up only parts of the frame, and placing our mattress back in the partially assembled frame. They informed us a replacement leg would be sent "shortly" and the installation completed within days. Since then, my husband and I have been forced to sleep on the floor, where we remain to this day, weeks later. 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 September, 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.
Business Response
Date: 06/13/2025
Thank you for bringing this experience to our attention. Our executive customer care office has already reached out to Ms. ******* regarding her unsuccessful delivery of the ***** **** bed. Ms. ******* is aware that we are dedicated to collaborating with our teams to resolve this matter as swiftly as possible. TP
Initial Complaint
Date:06/12/2025
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.
********* Im filing complaint and refund havent issued for the order I didnt receive When I called in regarding this matter crate and barrel offered replacement I'd like refund to be issued to be original payment method.
Business Response
Date: 06/15/2025
We apologize for any inconvenience experienced by the customer. The tracking information for the purchase of the 4 in 1 Air Purifier shows that the item was delivered on June 10, 2025. The customer contacted us on June 11 and a replacement was ordered. Tracking for the replacement shows it is expected to be delivered on June 18.
In another order, the customer returned a purifier. We have confirmed the return and the refund to the ****** account has been issued. (ED)
Customer Answer
Date: 06/16/2025

Complaint: 23459941

I am rejecting this response because:
The second order for the purifier I dont need the replacement please reroute this replacement order back to crate and barrel and issue me a refund
Sincerely,

***** ***
Business Response
Date: 06/18/2025
***** tracking indicates that the replacement purifier was delivered today. I have processed a refund to the customer's ****** account. She may keep or donate the purifier as she sees fit. We do not need her to return it. Thank you. (ED)
Initial Complaint
Date:06/09/2025
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.
I purchased a sofa from crate and barrel in Jan 6, 2025, that got delivered to us on March 8th, 2025, with the expectation of receiving high-quality, family safe product as assured at the time of purchase. However , within just two months of light use, the sofa began shredding sharp feathers that produce through the fabric and scatter onto the floor and cushions. this is not a case of normal wear and tear- it is a serious product defect. The feathers pose a choking hazard to my young kid, who has already tried putting them in her mouth and am expecting another baby soon. I reached out to crate & Barrel customer service multiple times requesting a full refund due to the health and safety risk. Their team responded by saying that feather migration is "normal" and advised vacuuming and fluffing as a solution- none of which resolves the actual danger of the defective construction of the product and the choking hazard it still poses to my young one. Despite sharing photo evidence, the issue has been dismissed as routine. The sofa is marketed and priced as a premium product but has proven unsuitable and unsafe for a home with children. The lack of meaningful response, responsibility, or refund from the company has left me no choice but to seek help through formal channels.
Business Response
Date: 06/15/2025
We apologize that the customer is unhappy with their purchase. The cushions on the Oceanside Sofa are wrapped in a fiber-down blend which contains down feathers. Feather migration is normal and to be expected. Regular maintenance, fluffing and rotation of the cushions, will help to reduce feather loss.
Our customer care team has advised the customer that they can replace the cushions, but they would be the same construction. The customer was advised that by contacting the store location where they made their purchase, there may be alternate cushion options that can be ordered. (ED)

Customer Answer
Date: 06/16/2025

Complaint: 23446550

I am rejecting this response because:
Im writing to correct a false claim made by Crate & Barrel in their response. They stated I was offered alternate cushion options and a path toward resolution. This is simply untrue.

At no point was I offered any replacement, repair, or alternative cushion option. The only response I received was that feather migration is normal and that I could contact the store in case their policies differ. No concrete assistance was given, and there is no record of any viable solution being offered.
This is not a minor issue. Within 2 months, the sofa began shedding sharp feathers, which are now loose throughout the cushions and floor. This poses a real safety hazard to my young kid and during my pregnancy. I purchased this as a safe, family-appropriate product and it has proven defective and unsafe.

Sincerely,

***** *******
Business Response
Date: 06/17/2025
The customer indicated that the store may have given different information regarding a warranty than what our company policy states. On June 9, a customer care associate indicated that replacement cores might be an option, but would be the same feather-down materials, and suggested that perhaps the store could order a non-feather option.
We have since been notified of a dispute of charges by the customer's bank. At this point the order is no longer paid for and we are unable to service the order in any way. (ED)
Customer Answer
Date: 06/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that they are still making false claim of any replacement of core offererd on june 9. I have already shared all my written comunications with crate and barrel as proof. Please ask them to produce any proof of the resolution offered. They have not reached out in any other way to me. I had no hope from them of any resolution so I raised a dispute with my credit company. At this point I am relying on my credit card company to defend us, they have all the proofs too debunk their false claims of replacements offered

Sincerely,

***** *******
Customer Answer
Date: 06/18/2025

Complaint: 23446550

I am rejecting this response because:
It was closed as resolved, but I made it very clear in my last response that the issue was not resolved and that the business made false claims without evidence.

The company has not provided any solution or taken accountability. I am attaching/supplying additional context if needed.

Sincerely,

***** *******
Initial Complaint
Date:06/08/2025
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.
We purchased an outdoor furniture set that consisted of a dining table and six chairs. We store the set in our basement in the winter months. We recently noticed that the finish is peeling. We contacted Crate and Barrel and they have responded by saying that peeling and fading is normal and to make sure we keep it covered to prevent this from happening. What we found disturbing is that if you look at the product on their web site, there are many reviews that state the same problem that has occurred in a short period of time. There are pictures in the reviews that support the complaints. I can understand that a painted product will peel and fade over a long period of time, but not in two years. They are selling a product that has failed and refuse to provide a substitute or refund any money. They should not be able to sell something that fails so quickly. They admit the problem in all of their responses to the bad reviews. They aren't denying there is a problem. They just refuse to honor the requests for replacement or refund. We are seeking a complete refund as they no longer sell this set. They have given us a 30% store credit in an attempt to resolve the issue. This is unacceptable, but is an obvious admission that there is a problem with the set. I have provided a screen shot of the email that I received.
Business Response
Date: 06/16/2025
We have reached out to the customer and offered a resolution. The issue has been resolved (ED)
Customer Answer
Date: 06/16/2025

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. I am very pleased with this resolution. I appreciate the time and effort they put forth to resolve the issue.

Sincerely,

****** **********
Initial Complaint
Date:06/01/2025
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.
Since March ******* I have been trying to work with Crate and Barrel to correct a billing issue that was created by their online chat. *** spoken with several customer service **** at Synchrony and also with Crate and Barrel customer service ****. *** filed 2 disputes and each time the billing issue has been gotten worse. I was first told to open a fraud dispute to get a new card and nothing has worked. The balance on my C&B credit card should be $3686.70 and not over $7440.38. Please help get this correct.
Business Response
Date: 06/04/2025
We sincerely apologize for the frustration this issue has caused the customer. Our office will reach out to the customer directly to further look into the issue. (EF)

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Crate & Barrel is NOT a BBB Accredited Business.