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

  250 Granite St Braintree, MA 02184

• 

  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

• 

  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:09/26/2025

  Type:Service or Repair 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 some items on 8/24/26 from the ******* Westheimer store for ******. I paid 200 in cash. I then returned a few items on 9/2/25 for $344.07. The store clerk gave me ****** back to my credit card. The store manager told me they didn't have cash to give me back my ******. They would have to request a check from headquarters to my home address. I was told 7 to 10 days. When I did not receive it, I started calling the store and they told me to call customer service. I tried calling but could not get through, I tried chats and text. It took all day to get someone to help. Then I was told via chat, that it takes 2 to 3 weeks. I then started calling at 3 weeks only to find out the check was never generated. After severals calls to customer service and the store, I was told it would be here by the end of the week and customer service would email me a tracking number for expedited mail service. It is now Friday Sept 26th and no email. I just got off of a call with customer device where they didn't have any new information other than we are waiting on the tracking number and checks typically go out on Thursday. They transfered me to an escalation team member ********* who didn't have anything else to tell me and no escalation team skills. I admit i am upset a ams by now i have no more patience. I did not curse at her just let her know my frustration. She was put off and kept put me on mute. She needs more training if she is going to be in escalations. She said she will call me by 4pm with an update. It's now been 4 weeks and crate and barrel still had my ******. They have basically stolen my money. Crate and barrel should tell their customers if they pay cash and return something, it is a huge pain to get your money back. If you do at all. Who does business like this!!!! They have their merchandise back.

  Business Response

  Date: 09/27/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in receiving your refund check. Our sales audit team advised us that there was a systematic issue in processing your refund check for the returned items in order ***********. Based on the latest information, the refund check was mailed, and showing delivered via ***** on September 26, 2025, at 12:02 p.m. under tracking number ************. Please let us know if you didnt receive this ***** mailing for any reason.

  Our policy for cash purchases is detailed on our in-store receipts and available online at **************************. When making a cash purchase, the refundable amount in cash for any returns paid for in cash is limited to $100.00. Any refund exceeding this limit will be issued as a check. Please note that the standard processing time for refund checks is 7 to 10 business days. Therefore, you should have received your refund check by September 16, 2025. We sincerely apologize for the inconvenience caused and the multiple times you had to reach out for a refund status.

  As a gesture of apology, we have issued a Crate&Barrel E-Shop Card in the amount of $50.00 for future purchases. Our shop card is non-expiring and can be used in-store or online at Crate&Barrel, CB2, or Crate&Kids. Please ensure to check your junk and spam email folders for our E-Shop Card, as it will contain an attachment with the card number and special PIN number for redemption.

   Thank you for brining your experience with our customer care and store associates to our attention. We will ensure that your feedback is provided to the appropriate managers for their review and consideration. Your feedback is valued. TP

• Initial Complaint

  Date:09/16/2025

  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.

  In early July, I returned three Crate and Barrel items from my wedding registry together at *****. I only received a gift card for one of the items. I have ***** tracking numbers for all three packages, and they all show delivered to the warehouse months ago. I am still missing the gift cards for two of the items.I have texted, chatted, and called the crate and barrel customer service numerous times, and am either ignored or told that they are looking into things. Every time I contact them, I am asked for the order number and have to give them all of the information from scratch. I have explained multiple times that as the registry owner, I do not have access to order numbers or original purchase amounts. This information is internal to Crate & Barrel, and I should not be required to provide what I cannot access.Despite months of emails, calls, and assurances that my case is being worked on, there has been no resolution. This is a significant amount of money that my friends and family spent on gifts, and it is unacceptable that it is still unresolved after over two months.This is truly just ridiculous at this point and has been the worst customer service I have ever experienced.

  Business Response

  Date: 09/17/2025

  We want to sincerely apologize for the trouble this customer experienced in securing the refunds for the items they had returned from their wedding registry. Were truly sorry for the delay. A member of our *********************** team has reached out to the customer and personally processed the refunds to ensure everything was taken care of. (AW)

• Initial Complaint

  Date:09/13/2025

  Type:Service or Repair 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 bought a leather sectional and was told by the salesperson that I could clean up anything on the leather with a soft damp/water cloth. When I used just a soft damp cloth the color of the leather comes off on the cloth. I am now being told that if I spill anything on the couch that I have to call a professional cleaning company to clean it. I am getting spots on my leather and cannot wipe it off with anything as that is not allowed according to crate and barrel. Who sells a leather couch that they cannot clean themselves?! Isnt leather supposed to to be easy to clean? Very upsetting and would like to return it but crate and barrel wont accept a return.

  Customer Answer

  Date: 09/20/2025

  
  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:09/11/2025

  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.

  On 23 August 2025 I placed an online order with Crate and Barrel ( order number *********). Crate and Barrel charged me for my transaction. In the next three weeks there was no update on delivery of my order although I tried to contact CB numerous times to seek a resolution. On 11 September I reached out to customer service once again to inform them that it has already been too long and I would like to be refunded as obviously there will be no resolution. **'s customer service informed me that they have found out that their vendor is unable to fulfill the order and that possibly the vendor will issue me a check for refund. I informed them that this is not acceptable and my transaction was with Crate and Barrel and I would like to be refunded in the original form of payment as per the contractual transaction with CB. I have purchased and item from ** and would like to be refunded as per their legal obligations. I have no transaction with their vendor but with them directly. I believe that this is an attempt from CB to avoid responsibility as their vendor may never pay what was required and I will have no proof of resolving the issue. This assumption for avoiding responsibility is contributed by the fact that CB never informed me that they were unable to fulfill the order although my numerous attempts to resolve the issue. If I hadn't contacted them demanding resolution, they would never have informed me that their vendor is unable to fulfill the order which I paid to Crate and Barrel directly. I would like to be refunded by Crate and Barrel in my original form of payment.

  Customer Answer

  Date: 09/12/2025

  
  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:09/07/2025

  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.

  11/11/21 $1856.04 Purchased a bed that began to fall apart. My email with a representative that received no follow up. A bed at this price point should not structurally fail after only three years of normal use. The first leg failed within three years, and now another has broken. This is not normal wear and tear and should reasonably be considered a defect in design or construction. Far less expensive furniture weve owned in the pastincluding ******* lasted much longer without issue.Crate & Barrel has a reputation for quality, but unfortunately this experience does not reflect that standard. Offering only a discount on a future purchase is not an acceptable resolution. It is difficult to see why we would choose to purchase another bed from your company under these circumstances. They should stand behind their products and take accountability. At a minimum, I request that you provide replacement parts or a meaningful credit toward a proper repair or replacement bed.Please escalate this matter further, so that we can work toward a resolution in a timely manner. 

  Business Response

  Date: 09/17/2025

  We have been in touch with the customer regarding the issue with her bed.  We extended an offer to return the bed for a 50% refund which the customer has accepted.  The bed was returned on 9/14, and the refund has been processed.  (ED) 

• Initial Complaint

  Date:09/05/2025

  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.

  Ordered the ***** Shadow bed back on July7th. On 7/14 got an email to schedule pickup at ******************. Scheduled for 7/16. Arrived at warehouse and no bed. The next day C&B confirmed the bed was at the warehouse. Arrived at warehouse following day and again no bed. Changed delivery to ******* because I was moving from **. Customer support said they'd cancel the delivery to ******** and send to my house in *******. I wanted to cancel the order and go back online to start a new order. Was told not to do that, they change delivery locations all the time. In mid-August, after weeks of waiting for delivery, I contacted the Florida warehouse. They said C&B canceled the order, so they shipped it back to its origin location weeks ago. Two months since my original order, I just want to get a refund, but C&B is dragging it out with multiple excuses. I tried to escalate to supervisor, but no one calls me back. All of this is documented via customer support notes.  

  Customer Answer

  Date: 09/08/2025

  
  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:09/04/2025

  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.

  Hello - Over the past few days I have been trying to place an order online. I am using valid credit cards and correct billing information. Despite that after placing the order online, my credit card is not being authorized for the transaction, and the order is canceled. This has happened several times when chatting in with customer service. I am not getting clear answers as to why this is happening, and they keep asking me to verify or contact my bank there is no issue with my bank. Could someone please assist?

  Business Response

  Date: 09/09/2025

  Thank you for your feedback, and for bringing your concerns to our attention. We are sorry to hear that some of your orders were canceled before the payment authorization process was completed. Please be aware that during the authorization process, the billing street address, city, state, zip code, and phone number must match the billing information on the credit card being used precisely. Additionally, as part of the automated verification process, its possible that some information provided, such as an email address, may have been matched with data associated with a recent data breach. We understand that this may be frustrating, but these steps are necessary to safeguard our customers from the possibility of fraudulent orders. We would suggest that you confer with the issuing bank for the credit card you intended using to ensure that all information associated with the credit card account is accurate. We appreciate your understanding. TP

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair 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.

  8/25/2025 I ordered a three piece axis sectional, custom. Two of three pieces were delivered this morning and the delivery driver said Crate and Barrel should have contacted me to tell me one piece was broken but I did not receive the call. I asked the driver if I could at least have the broken piece and he said no. I called Crate and Barrel customer service and they have no knowledge of the broken piece and are making me wait 24/48 hours to hear what happened. Crate and Barrel has no control or communication with the warehouse they use to deliver the product which is not acceptable. I requested my replacement be expedited and they said they can't do that. I want my replacement expedited and delivered this week. I should be priority over all other orders since mine was completed and paid in full. No other orders should be made until mine is done! I should not have to ****** paying over $5k to get furniture and then be told i have to wait again 7 weeks or even 24 hours for a CB error.

  Customer Answer

  Date: 08/29/2025

  
  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:08/26/2025

  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 placed an order with Crate & Barrel (Order #*********). On May 20th, my wife ***** *** contacted Crate & Barrel customer support regarding a valid price adjustment/refund. I was explicitly promised by customer support that the refund would be processed.However, despite waiting for weeks, no refund was ever issued. After repeatedly following up without resolution, I had no choice but to file a dispute with **************. That dispute was later denied. When I contacted Crate & Barrel again, they stated that they would not process the refund because I had filed a dispute.This reasoning is unacceptable and unfair. I only filed the dispute because Crate & Barrel failed to honor the promised refund in the first place. Their refusal to issue the refund now amounts to false representation and unfair business practice.

  Business Response

  Date: 08/29/2025

  Thank you for bringing your experience to our attention. Once a credit card dispute is received, it prevents any financial activity related to the order until a determination is made. This is the primary reason why a credit for the sale price of the Pismo Twin Bed Natural could not be issued. We have confirmed with our financial department that the submitted dispute was closed in Crate&Barrels favor, and the payment has been returned to your order. The credit to honor the bed's sale price at the time has been issued to your original form of payment in the amount of $220.38. You should see this credit posted to your account within 3-5 business days, as outlined by credit card agencies. Thank you for this opportunity to assist you. TP

  Customer Answer

  Date: 09/02/2025

   
  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,
  
  Yiyang Pan

• Initial Complaint

  Date:08/26/2025

  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.

  I ordered a shelf (order *********) on 7/2/25. Order said to be delivered end of August. I got no updates until 8/26/25 I get an email that my order was cancelled. I waited almost 2 months for it. I called the customer service line. The first ****** I spoke to told me shed look into it then put me on hold and never got back to me. The second ****** told me it is out of stock. So why did it take 2 months to tell me anything about this order. She then asked me to watch my language, and I did but then got upset when I was saying frickin and that she could not continue talking to me and then hung up on me. I am not sure when the word frickin became a swear word, but this level of business and customer service is reprehensible. The customer service **** are simply looking for a way to get off the phone instead of finding a way to make things right. I have spent thousands of dollars with this company, and I want this fixed. This is an absolute atrocious way to do business. This is not a resolution. Its unacceptable.

  Business Response

  Date: 08/28/2025

  Good afternoon and thank you for your feedback to Crate and Barrel through the BBB. I would like to first apologize for the experience you shared, as it is not the expectation we have for our customers. I would like to address the availability of the item (**** Narrow Bookcase in color Black). This item at time of purchase was a "final sale/clearance" item. When selecting a final sale item, the terms state the availability is limited. Our system will search within your region or other regions of the Country to fulfill an order. This can take several weeks to conduct a full inventory search. Noting the terms when purchasing, we do communicate the availability to our customers. On August 26, 2025, our Merchandising Team emailed to advise you that this was cancelled due to the lack of availability, and your refund of the item/shipping was credited back to your original form of payment - totaling: $350.75, in this case, credit to your ****** Account. We do understand the frustration that you selected an item from our clearance/final sale inventory and it not being readily available to you. 

  As for the use of language and our ************* Team ending a call. We do apologize for that communication. At Crate and Barrel, we reserve the right to end calls that are threatening due to the use of foul language or something that may offend the associate you are speaking to. We always hope for a professional and productive line of communication. 

  Attached are the email sent on August 26, 2025, to an email address provided and/or associated with this order, and additionally, the charge and credit of the $350.75 to the customer. This shows that ********************** has addressed the inability to fulfill this order and the appropriate credit issued. We do hope this additional explanation has address the concerns filed through BBB today. Thank you.   (DR)

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23801980
  
  I am rejecting this response because:
  
  This is poor customer service and an explanation of why your customer service is/was poor is not going to improve your customer service as Ive spent thousands of dollars with your company over the years. 
  
  Sincerely,
  
  ****** *****