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:08/21/2025

  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.

  Ordered a sofa in May. Cushions didnt arrive until mid-July after being promised 35 days dozens of times. When they finally came, they were the wrong color.I re-ordered in mid-July and again was promised 35 days. Weeks later, still nothing. Fed up, I canceled the order two weeks ago. Yet today, huge boxes of cushions showed up anyway in the same wrong color I had already rejected, even after I sent photos requesting dark grey.Customer service is awful: 20+ minutes on hold, emails ignored, and voicemails without a callback number. One associate even apologized for delays because she took days off. Why should customers suffer for lack of coverage?This has been dragging on since May with no resolution. Crate & Barrel corporate should be embarrassed by this complete failure of service and quality control. Never again.

  Business Response

  Date: 08/28/2025

  Good afternoon and thank you for sharing your feedback with Crate and Barrel through the BBB. We look forward to finding a resolution to your noted concerns. Using the information provided (name, phone and email), we are unable to locate any orders that include an existing order for the sofa/sectional or replacement cushions. The last order placed in our system with that information is from 2023. If you could please notate or share the order number, you are referring to that would help us work towards a resolution for you. Please do not share your full name or any private information, as the BBB is a public site. 

  I wanted to touch base on Special Order, or customer parts. With stock items and replacements, the typical shipping/parcel timeframe for delivery is 3-5 business days. It sounds like your cushions or replacement casing that you are mentioning would be custom-ordered parts and with anything that is ordered specially for you, the lead times associated are based on availability and turnaround from the vendor. This could be weeks, then your parcel delivery would be the 3-5 days, but only once shipped to you. Custom orders will always be the SAME fabric the initial purchase was made with to ensure accuracy. 

  Having an order number would be the next, and best step to further assist you, and we look forward to receiving that from you. Thank you.   (DR)

• Initial Complaint

  Date:08/17/2025

  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.

  I made an order on Aug 5, 2025 (Order Number: *********) - at the time of my order it showed that the product was in-stock and would be available for pick-up by the end of August.I purchased 4 x: Bari Taupe Metal Stackable Outdoor Dining Chair with Cushion After purchasing these chairs, I also made an outdoor dining table purchase to match with the chairs so that I would have a complete outdoor patio set. The chairs were a fantastic deal at the time, and I jumped on the opportunity when I saw them available online.On Thursday, August 14 - my wife received a call to say that they would not fulfill the order because it's out of stock and to contact customer service. I contacted customer service that afternoon and after some discussion, the customer service **** *****, said she could contact me on Friday to see if she could source additional inventory.Friday (Aug 15) afternoon - ***** texted me and let me know that she was unable to find the chairs and I could either have a refund or change to another product. At that point, she was disconnected from chat. I received a follow-up at 8:15PM on Friday asking to see what table I purchased to help match a replacement. I sent my response at 8:17PM. I was disconnected again. I asked to escalate to a manager through the chat, at 7:18AM on Sunday (Aug 17), ******* reached out and suggested SKU ****** as a replacement. I asked if they would honor the same price as I had paid, and once again was disconnected.I called them on Sunday (Aug 17) at 1:05PM and was directed to concierge speaking with ******* who then said he can honor the price for SKU ****** and will deliver the product to my home but would need to put me on hold. 50 mins later - I was disconnected again. I called back at 2:05PM and was again put on hold for 30 mins before getting disconnected.This is atrocious customer service on an issue that ********************** themselves created. I am very disappointed with this company and how they treat customers. 

  Business Response

  Date: 08/21/2025

  We are sorry to hear of the issues this customer has experienced with their order, and our customer service team. A member of our *********************** team has reached out to the customer to work towards an acceptable resolution. (AW)

• Initial Complaint

  Date:08/17/2025

  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.

  Crate and Barrel accepted and confirmed my order, made on 8/10/25 during MA sales tax free weekend, for a car seat at a total purchase price of $399.95. The order sat without updates until last night, at which point I received an email - 'Your Receipt for order XXXXXXXXX from Crate and Barrel' - that stated the order was cancelled, along with a refund for $531.20. As I reviewed my credit card statements this morning, I see a $399.95 refund from Crate and Barrel completed on 8/12 for a 'Merchandise Return,' which was absolutely not prompted by me. Again, none of this was communicated as it occurred.Customer Service outreach yielded commentary like 'sales tax was not charged' and 'the item is not in stock.' The item is listed as in stock and available for purchase on the Crate and Barrel website for the higher price of $499.95. The item is also listed as in stock and available for purchase on the ***** website, which I include because Crate and Barrel claim the item ships directly from the vendor. I have included screenshots of both as of this morning, 8/17/25. Crate and Barrel has thus far refused to honor the prices posted on their website and has been surreptitious and uncommunicative. If this were an egregious pricing error, I would understand and order this item elsewhere. In this case, Crate and Barrel needs to make good on pricing and availability represented on their website and complete my order. 

  Business Response

  Date: 08/21/2025

  We are sorry to hear of the issues the customer experienced with their order. A member of our *********************** team has reached out to the customer to further assist with this matter. (AW) 

• Initial Complaint

  Date:08/10/2025

  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.

  In 2022, I purchased a lounge sectional from Crate & Barrel for a substantial amount of money, relying on the companys advertised quality standards and reputation. Within less than three yearsand with minimal usethe sectional has deteriorated to an unacceptable condition. The seat cushions have caved in and separated, the fabric is excessively worn, and fraying is present throughout. This level of deterioration in such a short time frame is not consistent with reasonable expectations for a product in this price range.I have contacted Crate & Barrel customer service numerous times by phone and email. Over the course of these interactions, I was repeatedly promised follow-up and offered an e-gift card as a resolution. That e-gift card never materialized, and my subsequent inquiries were ignored. This is not only poor customer service but also a failure to honor commitments made in writing and verbally.A sectional of this cost and brand should be functional and presentable for many years; the fact that it now appears ready for disposal constitutes a serious quality defect. This is a breach of implied warranty and consumer protection standards.I am requesting that Crate & Barrel take immediate corrective actioneither by replacing the sectional at no cost, issuing a full refund, or providing fair monetary compensation. Failure to address this matter promptly will leave me with no choice but to pursue further consumer protection remedies.Desired Resolution: Immediate replacement, full refund, or adequate compensation.

  Business Response

  Date: 08/11/2025

  We are sorry to hear about the issues the customer has experienced with their Lounge Sectional, and we also want to apologize that the shop card they were promised was not received. The shop card has now been reissued, and the customer should receive it via email shortly.
  
  Regarding the concerns with the sofa, our review determined that the condition is consistent with normal wear and tear. As this is not considered a manufacturing defect, we are unfortunately unable to provide further assistance with this matter. This information was previously communicated to the customer by our management team.
  
  We also recommend incorporating the use of a fabric ****** into the regular care routine to help maintain the fabrics appearance. Additionally, we have previously provided contact information for several local furniture specialists should the customer wish to explore further options.(AW)

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23726849
  
  I am rejecting this response because stating that a couch that is just regular expected wear and tear after less than 3 years is unacceptable. The couch is heavily dipping in the middle and has cushions that are falling apart in a very short timeframe, and is appalling that the company states that this is consistent with quality and expected lifespan from  Crate and  barrel products. I specifically chose  Crate barrel products as the company openly prides itself on quality annd longevity of products. Hence having a couch that is on its final lifespan after less than three years is completely unacceptable. I refuse to believe that this is a regular wear and tear and have to attribute this to low quality and or defect of this product. 
  

  I am requesting either a full refund to be issued of the purchase price or a prompt replacement of a non-defective item. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/13/2025

  We truly regret that the customer has experienced issues with their Lounge Sectional and understand how disappointing this must be. After a thorough review, it was determined that the concerns are the result of normal wear consistent with regular use. For this reason, we are unable to offer a return or replacement of the sofa.

  We previously provided the customer with contact information for several local furniture repair specialists who may be able to address and assist with the issues they are experiencing. (AW)

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23726849
  
  I am rejecting this response because a $5,000 sectional couch failing in under three years with only occasional use is unacceptable and cannot be dismissed as normal wear and tear. This level of deterioration reflects either a defect in materials or workmanship, and it is not consistent with the premium quality and durability that Crate & Barrel promises its customers.

  ********************** & ******************** positions itself as a high-end retailer, and customers make purchasing decisions based on the expectation of long-lasting, well-made products. For a piece of furniture at this price point, a reasonable lifespan should far exceed three years, even with daily uselet alone occasional use.
  
  I am requesting that Crate & Barrel stand behind their product and provide a meaningful resolution, which should include a full replacement or refund. Anything less is a breach of customer trust and not in alignment with their brand promise.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/08/2025

  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.

  Purchased a sectional on July 1st with a delivery window of late July. Heard nothing from Crate and Barrel the entire month so I contacted them through live chat on August 5th. The agent, ****** said that the item would be arriving this week and I would be updated in ***** hours. Didnt hear anything back so called today, August 8th where the associate told me that actually it wouldnt be ready until October, 3-4 months after placing the order. This is not communicated anywhere on the page, and even now if I try to place an order TODAY it says it will arrive by September, a one-month window. Its really puzzling that a company would treat their customers like this. The phone associate also acknowledged that this isnt the first time this has happened. This company is systemically engaging in poor business practices. The kicker is that no one is able to cancel this order, that likely hasnt been started yet and the only concession they can offer is that theyll maybe refund half the shipping. At this point I do not want the couch or anything from crate and barrel anymore and will inform my entire network to never shop there. 

  Business Response

  Date: 08/12/2025

  We sincerely apologize for the frustration and disappointment we have caused this customer. Our office will be reaching out directly to offer assistance and updates. (EF)
  

• Initial Complaint

  Date:08/07/2025

  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 for a kids' backpack and lunch bag on July 31st.The delivery date stated: Estimated on Backorder until early ******.After placing the order, I reached out the same day to ask what Estimated on Backorder until early ****** means, and whether the order would arrive before ****** 13th.The representative responded:"Hello! I'm ******. Welcome to Crate and Barrel. The Dreamer Colorblock Green and Blue Medium Kids Backpack with Side Pockets is anticipated to be in stock in early ******, specifically between ****** 1st and ****** 10th. If it becomes available before ****** 10th, it will certainly be delivered before the 13th. However, I cannot confirm the specific date between the 1st and the 10th when it will be available, so we cannot guarantee delivery before the 13th, but the chances are quite high."On Monday, ****** 4th, I reached out to Crate and Barrel again to ask if I could pay for expedited shipping.*** confirmed that she would add the expedited shipping charge to my order. I then asked if there was a new estimated availability date. She told me the backpack would be available on 8/8 and that with expedited shipping, it would arrive before the **********, ****** 7th, I contacted Crate and Barrel again because I noticed that the delivery date on my order had been quietly changed to mid-******, which directly contradicts everything the previous representatives told me.******* then told me I should expect an update by the 20th. That is completely unacceptable.I need all of those orders canceled and the lunch bag returned. Crate & Barrel appears to be engaging in a bait-and-switch. They shipped the lunch bag assuming I would wait for the backpack, even as the delivery date keeps getting pushed back.I made it clear from the beginning that I needed the items before the 13th. The lunch bag arrived smashed to smithereensand I want to return it. I also want all other items canceled immediately.

  Business Response

  Date: 08/09/2025

  We sincerely apologize for the frustration and disappointment we have caused this customer.  Review both orders, the customer has been refunded in full and the orders will be cancelled. Thank you. (EF)

   

  
  

  Customer Answer

  Date: 08/14/2025

   
  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:08/04/2025

  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.

  We purchased a Lounge couch from Crate and Barrel in 2022, and it took a few months, but the couch was delivered in September 2022. The initial excitement soon started to fade as the couch started to look worn down and we started to notice fabric pulling and feathers constantly coming through the pillows. We have followed all care instructions, and we were familiar with their couches as we had owned a different model previously. The fabric quality is a major concern. We thought we purchased a performance type quality fabric, and this quality is subpar. We understand there will be natural wear and tear with anything you own but every few weeks the couch seems to be getting in worse and worse shape. We want Crate and Barrel to take accountability even though the 2-year warranty has expired. We have seen reviews from other customers with the same concerns and issues. We want to know what they have done to correct or address our concerns. Its not about wanting our money back, its about wanting a company to acknowledge a quality issue and correct it, whether it be replacing it or repair the damaged fabric. Most importantly reporting this so other dont have to endure what we have to every day. A couch is major purchase and focal point in a home, and we are now stuck with the aftermath of a poor-quality product by a well-known company. Im having issues uploading my pictures but would be more than willing to provide in a different manner so there can be visual support to what Ive explained so far.   

  Business Response

  Date: 08/13/2025

  We apologize for the frustration experienced by the customer.  We have reached out by phone to discuss this matter and offered 2 options for resolution.  The customer has accepted our resolution offer.  (ED) 

  Customer Answer

  Date: 08/19/2025

   
  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:07/31/2025

  Type:Order 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.

  Crate and barrel offer at 10% credit for purchase made on their credit card.I purchased a $2600 piece of furniture.They issued me 3 individual credits in the amounts of $100, $100, and $60.I made a purchase on crate and barrel for ****** I selected the two $100 credits to pay.I expected to have a remaining balance of $43.34 on the second $100 ********* warning was shown that I will be forfeiting the remaining balance.After the purchase I went to buy some more items to use the remaining balance of the one card and the unused $60 card.only to find out that there was no balance. That I needed to read the fine print in the credit card details where it says that you don't get the remainder.I consider this to be a scam. They intentionally obscure the information and don't bring it to your attention at the time of use. I believe this is intentional. They could have simply prompted me in the user interface at the time of purchase that the unused portion would be lost, and I would have cancelled the purchase. 

  Business Response

  Date: 08/02/2025

  We apologize for any misunderstanding or frustration caused regarding the Crate and Barrel Rewards Program terms and conditions. As outlined in the program guidelines, rewards certificates must be used in full at the time of redemption, and any unused portion is forfeited. The full terms can be reviewed here:
  *******************************************************************************************************
  

  A member of our *********************** team has contacted the customer via email regarding this matter and, as a one-time courtesy, issued store credit for the unused balance. (AW)

• Initial Complaint

  Date:07/31/2025

  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.

  I ordered 3 very nice barstools from CB2. They canceled and refunded me on 2 of the barstools without ever reaching out to me to let me know that 2 were on back order until November. Without reaching out to me they still sent me 1 of the barstools which make no sense because I have no purpose having only 1/3. Not only did they still send it without reaching out they still charged me the same $60 for just 1 barstool and not all 3. How does the shipping price stay the same for only 1/3? When I take the 1 barstool back to CB2 for a return they refuse to refund me my shipping charges that make no sense in the first place having only shipped 1/3. My point is how can they cancel 2/3 of my order without ever reaching out, knowing no one in this world would still want 1/3 barstools. This could have completely been avoided if I was reached out to after they canceled 2/3 barstool, that way we could have canceled the entire order, and I wouldnt be disputing my shipping charges.

  Business Response

  Date: 08/06/2025

  This matter has been resolved.  We have contacted the customer by phone, canceled the remaining 2 counter stools and refunded the shipping charges.  An updated receipt has been emailed to the customer for his records.  (ED) 

  Customer Answer

  Date: 08/07/2025

   
  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:07/28/2025

  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 ordered 6 glasses and 3 were broken. I called customer service and was told replacements would be sent but they werent. I have tried repeatedly to speak again to customer service and to text the link that was provided but have received no further response.

  Business Response

  Date: 07/29/2025

  Were sorry to hear that the customer has not yet received their replacement glasses. Upon reviewing the order, we can confirm that the replacement shipment is currently in transit with ***** and is expected to arrive within the next few days.
  
  We have also followed up with the customer via email and provided them with the ***** tracking number for reference.(AW)

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  ******** ******