Business Profile

General Merchandise

Crate & Barrel

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

523 total complaints in the last 3 years.
168 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:07/28/2025
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.
Dear *************** we purchased a dresser from Crate & Barrel in October 2023, it was stored in the Crate & Barrel warehouse for a few months. It was subsequently moved, under my supervision, to a private storage facility in *********, *******. After my home renovation was finished on July 2nd, 2025, the professional moving company affiliated with Crate & Barrel brought the dresser to my place. The container was 100 % intact, but when we opened it, we discovered severe damage to the furniture. It was supplied damaged by the manufacturer. I have an affidavit made by my manager, who was present with me when we opened the container. After we visited the store the next day, the saleswoman, *****, who had made the sale, promised to speak with the store manager, but didn't. The manager, ****** ******, promised to send someone for the assessment and didn't. Salesman ***** was hiding from us and, in the end, refused to talk, hanging up the phone. After I published my review with the store on ******, the store manager recommended that I apply to the corporate head office, but the result was the same. Nobody was willing to help. Please help us resolve the situation.
Business Response
Date: 08/02/2025
Thank you for bringing your concerns to our attention. We are sorry to hear that you discovered damages to your Rio 7 Drawer Dresser on or about July 28, 2025, once it was unboxed. From our records, we can confirm that the order for the dresser, with the order number ***********, was placed on September 1, 2023. On November 10, 2023, you scheduled a customer pickup for the dresser from our South Miami cross-dock location, taking ownership of the purchase.

We understand and appreciate your predicament, but it has been nearly two years since you received the dresser. In that time, we are unable to determine the conditions under which it has been stored or how it was handled from the time of pickup on November 10, 2023, until the time you reported the damages on July 28, 2025.

Given these circumstances, a replacement is not possible. Additionally, the Rio collection was discontinued from our product line in late 2024. We have escalated this matter to our Retention and Recovery customer care supervisory team for their review and consideration, which has led to this decision.

We appreciate you affording us the opportunity to address your concerns. TP
Initial Complaint
Date:07/23/2025
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 have multiple complaints about CB2. First, Ive been in the phone trying to get a refund on part of an order for an item that is no longer available. All I want is the money returned to my account for the item not available. They are now saying they may have the second part of the item- a bench in mid-August but Ive told customer service repeatedly I was going to find an alternative as I didnt want to wait 2 months. For some reason they are unable to refund the bench. One excuse is I ordered a bookshelf at the same time which isnt coming until September. Apparently, they take 50% of a back order when the order is placed. The thing is the bookshelf has NOTHING to do with the bench. But they just want to apply the bench refund towards the bookshelf? I dont want that. Firstly, the company seems to sell product without actually having it as a matter of course. The customer basically funds their inventory! I dont want to tie up any more of my money until I know Im going to get the product. Furthermore, for clarity in my record-keeping, I want the two items kept separate and need the full amount of item one refunded. I realize CB2, *** in furniture specialty, and now Kimber, a senior supervisor doesnt even understand their own invoices. They are trying to apply a 15% discount to the bench, which is discontinued and not ELIGIBLE for a discount in order to refund less than I paid. The 15% discount is to the ***** applied against the full cost of the bookshelf. I dont know what other people do if they dont understand accounting or math. The CS person sent me 3 calculations on how I got my refund, and the call was 1.5 hours. The company needs to clean up their systems, so a refund is easily processed and comprehensible to any customer. Result- I got 2 separate credits and neither added up to the cost of the bench. They ended up keeping an additional $100 plus dollars for an item I wont get until September but ordered in June.
Business Response
Date: 08/01/2025
Thank you for brining your concerns with billing to our attention. When placing an order with Crate&Barrel, our policy outlines that we collected a 50% deposit for any products that are on back order, custom order or made to order. At this time we also collect any delivery fees and associated taxes in full, along with the 50% deposit. You mentioned the Juneau Leather Metal Bench, and the cancelation of that product.

Your order (*********) has a total order value of $1,073.97. The breakdown is as follows: Nabla Walnut Bookcase ($849.15), Tax ($65.82), and Delivery ($159.00). Currently, we have collected $649.40 from your order. The remaining balance due is $424.57, which will be due when the merchandise is in stock and ready for delivery.

These figures are accurate based on the payments and credits issued in this order to date. Please dont hesitate to advise us if you have any additional questions or concerns regarding this information. TP
Initial Complaint
Date:07/23/2025
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.
Order Number: ********* Order Date: Jul. 19, 2025 I placed on an order for two furniture items 1. Ventana 40" Black Glass Storage Display Cabinet Price: $2,199.00 2. Basque 68" Weathered Light Brown Solid Wood Credenza Price: $1,299.00 Merchandise:$3,498.00 Shipping:$399.00 Tax:$294.69 Order Total:$4,191.69 Almost immediately after placing the order, I used the crate and barrel chat option to cancel the order. I was told in the chat option that the order was was cancelled. That was July 19th. July 23rd the items was never cancelled as I was told, and they wanted to schedule delivery. I called Crate & Barrel to explain the situation and that I had already canceled the order. I was informed that they never in fact, canceled the order. So they would request to have the items returned back to the warehouse but that I would not be refunded the $399 delivery charge. And that the return itself is also not a guarantee.I spent a long frustrating time on the phone. At this point, I just want a full refund as I dont feel I should be out the money for an items I cancelled.
Business Response
Date: 07/29/2025
We sincerely apologize for the inconvenience and confusion with this order. We have confirmed that the merchandise is on its way back to us and have issued the refund. The order has been refunded in full, including the delivery fee, and an updated receipt has been emailed to the customer. (ED)
Initial Complaint
Date:07/21/2025
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 writing to formally submit a complaint regarding a set of organic cotton bedding I purchased from Crate & Barrel. While *** purchased organic bedding from other retailers with consistently high quality, this particular product has been extremely disappointing. Despite limited, intermittent use over the last 11 months, the sheets have severely deteriorated -- excessive pilling, disintegration and thinning of material, and an overall decline in texture and durability thats far below expectations for a $400 purchase.Ive reached out to Crate & Barrel multiple times over the past months to share this feedback and ask for a resolution. Unfortunately, Ive received no meaningful responseonly a generic offer of a $100 gift card, which I declined, as it doesnt resolve the core issue. Im not seeking partial appeasement. Im seeking a full refund or replacement for a product that simply didnt meet reasonable standards, especially given the price and brand reputation. We did not spend $400 on sheets expecting to toss them after 11 months -- they should hold up to regular use, not fall apart like a fast-fashion T-shirt.Quality and accountability are essential to consumers -- particularly when investing in high price-point products. I hope Crate & Barrel will respond thoughtfully with an appropriate resolution of a full refund or replacement and take this opportunity to reassess its material standards to ensure future offerings reflect the level of durability and excellence customers expect.
Business Response
Date: 07/23/2025
Were sorry to hear about the issues the customer has experienced with the bedding set purchased last year. A member of our *********************** team has reached out directly to the customer to work towards a satisfactory resolution. (AW)
Customer Answer
Date: 07/23/2025

Complaint: 23634403

I am rejecting this response because: no one has actually contacted us from C&Bs customer care team. The phone number they could use is ************ or the email address we used to purchase the products.

Sincerely,

******** ****
Business Response
Date: 07/26/2025
Were sorry to hear that the customer did not receive the email sent on July 23rd outlining the resolution options available. We have since followed up by leaving a voicemail and sending an additional email to reiterate the resolution options we are able to offer. We look forward to working with the customer to reach a satisfactory resolution. (AW)
Customer Answer
Date: 07/31/2025

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:07/19/2025
Type:Customer Service 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 am trying to change the color of this couch. furniture specialist told me the color I selected was called pewter when it is in fact called khaki, I called customer service two weeks after the order was placed and told them this was an error and to please change the color to khaki. ** is unwilling to help. Order Number: *********
Business Response
Date: 07/23/2025
Good afternoon, The **** purchased online was one of our Special Order/Made-to-Order items. As outlined in the terms and conditions agreed to at the time of purchase, these custom items are typically not eligible for return, refund, or exchange.

That said, our **************** team has been in direct communication with the customer and is actively working toward a resolution regarding this matter. (AW)
Customer Answer
Date: 07/28/2025

Complaint: 23624112

I am rejecting this response because:
The merchant has not modified the color of this couch. I will be refusing delivery and disputing the charge on my visa.

Sincerely,

**** ******
Business Response
Date: 07/29/2025
Were sorry that we werent able to accommodate the request to update the fabric on the customers sofa. The piece was purchased as a Special Order/Made-to-Order item by the customer through our website.
As outlined in the terms and conditions accepted at the time of purchase, these custom items are typically not eligible for return, refund, or exchange. Because these pieces are made specifically to the customer's specifications, we're unable to modify or cancel the order once it has been placed. (AW)

Business Response
Date: 07/29/2025
Were sorry that we werent able to accommodate the request to update the fabric on the customers sofa. The piece was purchased as a Special Order/Made-to-Order item by the customer through our website.
As outlined in the terms and conditions accepted at the time of purchase, these custom items are typically not eligible for return, refund, or exchange. Because these pieces are made specifically to the customer's specifications, we're unable to modify or cancel the order once it has been placed. (AW)

Customer Answer
Date: 07/29/2025

Complaint: 23624112

I am rejecting this response because:
you continue to tell me over the phone that you are modifying my order so that I do not cancel and get a refund.
CANCEL this order if you are not changing the color as you promise on the phone. This was YOUR error, you need to make it right.
Sincerely,

**** ******
Initial Complaint
Date:07/17/2025
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 ordered a ***** Dorchester Microwave from Crate & Barrel on April 21, 2025.The item arrived on May 6th. The microwave ran but did not heat. I contacted Crate & Barrel on June 1st. I requested to order a replacement item myself and receive a refund when my return arrived, but this request was refused, and a return label was provided.I returned the item on June 24th, and it arrived in Crate & Barrel's warehouse on July 7th.Since then, I have contacted Crate & Barrel numerous times to inquire about the return and the replacement.First, I was told the original item was no longer available and no replacement would be provided. Then I was told to contact them again on July 15th to initiate a replacement. Today I was told that the warehouse takes 2-3 weeks to verify returns, and I should call them again "at the end of the month."So, to summarize, I have now been waiting over 2.5 months for a replacement of a defective item, and Crate & Barrel has given no indication of when I might be able to expect a replacement. Moreover, the conflicting information I have received and the consistent failure to follow up have left me extremely frustrated. I just want the item I paid for, in working condition, with no further wasted time and effort on my part, ASAP.
Business Response
Date: 07/23/2025
We apologize for the delay in processing the refund. We can see that the returned package was signed for at our facility on 7/7/25 but the item has not yet been processed. As a customer service gesture, I have issued the refund today. ****
Customer Answer
Date: 07/24/2025

Complaint: 23617491

I am rejecting this response because: I specifically and repeatedly requested a replacement, not a refund. I have been waiting for a replacement for over a month since returning the defective item.

Sincerely,

***** ******
Business Response
Date: 07/28/2025
We apologize for the miscommunication. The customer did ask for a replacement, and we issued a refund.
She has placed a new order for the item and our ************* team has matched the sale price and waived the shipping charge. The item is currently in "picked" status and is ready for shipping via Purolator. (ED)
Customer Answer
Date: 08/04/2025

Complaint: 23617491

I am rejecting this response because:
First, I am unsatisfied with the enormous amount of work it took on my part to reach a passable solution.
Second, the shipping label was created over a week ago and tracking shows that the item has not even been picked up for shipping. This is unacceptable.
Sincerely,

***** ******
Business Response
Date: 08/04/2025
The item being returned, ***** Dorchester Microwave, has been received by Crate&Barrel. The return has been processed and the refund issued to the customer's credit card.
We sincerely apologize for the frustration and inconvenience. (ED)
Customer Answer
Date: 08/04/2025

Complaint: 23617491

I am rejecting this response because: As previously explained by Crate & Barrel, I ordered and paid for a replacement item. Two weeks later, that item has not shipped.

Sincerely,

***** ******
Business Response
Date: 08/10/2025
We apologize for the delays in shipping. The replacement order shows that it shipped on 7/28/25, but shows no movement. We have entered a new replacement order in an effort to get this to the customer without further delay. (ED)
Customer Answer
Date: 08/11/2025

Complaint: 23617491

I am rejecting this response because:
Thanks for your efforts, but this is not acceptable. I have been waiting 3.5 months (and counting) and dozens of customer service contacts to receive the item I ordered on May 5th.
Seriously, the item should be free at this point. At minimum, I should receive a significant discount in addition to immediate expedited shipment.
Sincerely,

***** ******
Business Response
Date: 08/17/2025
We sincerely apologize for the shipping delays. We issued a replacement of the oven on 7/23/25. Unfortunately, that shipment was "stuck" in the shipping process on 7/24/25. This complaint reached our office on 8/10/25 and we immediately issued another replacement which was picked up by Purolator on 8/11/25. Purolator tracking shows an expected delivery date of 8/25/25.
We apologize for the delays and frustration. We have applied an additional 15% discount to the order as a gesture of apology. An updated receipt has been emailed to the customer. (ED)
Customer Answer
Date: 08/20/2025

Complaint: 23617491

I am rejecting this response because: I have not received any additional refund or tracking information.

Sincerely,

***** ******
Business Response
Date: 08/25/2025
The Purolator tracking information shows that the package was delivered on 8/21/25. We hope that the the customer is enjoying the ***** Dorchester Microwave! We apologize for the delays in receiving it.
The additional 15% discount was applied to the order on 8/17/25 and refunded to the customer's **** ending in 5519. (ED)
Initial Complaint
Date:07/13/2025
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 have a crate & barrel credit card which is said to have 2% reward for purchase at crate & barrel. I got $600 reward (in certificate cards), but they expired within one year of issuance without notifying me. I contacted crate & barrel and was told that they would reactive all the certificates but none of them was reactivated. It's now been almost one year, and I still didn't get any of the certificates back. I think it is a fraud, and I request to have the $600 rewards reissued.
Business Response
Date: 07/20/2025
We have reviewed the customer's reward history and see that she did receive 6 $100 reward certificates, 5 of which expired in January 2024, and one which expired in October 2024. Rewards have a 3 month expiration period with an expiration date printed on the front of the certificate. The expiration date is also visible in one's online banking account. The customer has been receiving and redeeming rewards since 2021.
Re-issue of expired rewards is at the discretion of ************** as it is a cardholder benefit. Unfortunately, we are unable to re-issue the rewards at this time. (ED)
Customer Answer
Date: 07/27/2025

Complaint: 23594008

I am rejecting this response because I have been told by Crate and Barrel that the entire amount of my rewards will be reissued but I have never received it. I think this is fraud. They could issue other rewards (not necessarily linked to the bank) or compensate me in other ways but I request for the same amount of $600.

Sincerely,

******* ***
Business Response
Date: 07/28/2025
The re-issue of expired rewards is extended as a courtesy for new cardholders who may not be aware of the expiration dates.
This customer has been redeeming rewards since 2021. The expiration date is printed on the reward certificate and in the online account. Re-issue of the rewards is at the discretion of *************** We apologize for the inconvenience. (ED)
Customer Answer
Date: 07/28/2025

Complaint: 23594008

I am rejecting this response because again, Crate and Barrel staff told me that all my certificates would be issued but they were not reissued in the end. So I think this is fraud and I demand compensation from Crate and Barrel.

Sincerely,

******* ***
Initial Complaint
Date:07/09/2025
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 4/26/2025, I ordered a dining table and 6 dining chairs from Crate and Barrel/CB2. It was advertised as being in stock which could be delivered immediately. The delivery was set for 5/7/25.I received an email from CB2 that delivery is scheduled for 5/7/25. Then, I received another email the same day (5/7) that delivery was cancelled (see uploaded documents). I emailed CB2 and mentioned that the delay will impact my moving to the new place and my plan for a large gathering. They simply replied saying the table is not available and it will delayed till last part of June as if they have no responsibility for it. I emailed them again and asked for expediting the delivery but they said delivery cannot be expedited but they will compensate me for the delay when the delivery is complete. On June 22, after the items were delivered, I emailed them and asked for the promised compensation. They replied by saying they already gave me compensation on 15% promotional discount and delivery, which was not true. I emailed them saying 15% promotional discount was the regular price CB2 was offering to everybody at the time so it wasn't "compensation for the delay". Also, They delivered the chairs a few days prior to the table which there was no use for me. I told them I need everything to be delivered at the same time so there will not be any second delivery charge. CB2 staff said they waive the additional delivery charge. Again, no compensation related to delay was offered. In summary, Crate & Barrel refused to offer me any compensation that they promised me. Please refer to the string of emails I uploaded.
Business Response
Date: 07/18/2025
Thank you for bringing this matter to our attention. We apologize for any frustrations this has caused you. We are currently reviewing all the details of your order to ensure that the information previously provided is accurate to your experience with us. We appreciate your patience and understanding. TP
Initial Complaint
Date:07/09/2025
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.
Bought a mirror from Crate & Barrel in 2024, noticed over the past few months a that the mirror has become cloudy in certain spots. I have tried to clean it on multiple occasions with various products, and nothing will get rid of it. It appears the backing glue has become very visible. It is unusable in its current state. Contacted crate and barrel to see if it was possible to exchange it as the mirror was expensive. Have been told no as it is over 90 days from time of purchase.
Business Response
Date: 07/15/2025
We are sorry to hear that the customer is disappointed with the floor mirror she purchased in Feb 2024. ********** will be reaching out to her directly for more information. (EF)
Customer Answer
Date: 07/17/2025

Complaint: 23576780

I am rejecting this response because: the suggestions of cleaning the mirror with various cleaners has already been done and is not the underlying problem. Additionally the suggestion that they mirror cannot be replaced because we have recently moved is also not valid.

Sincerely,

******* ********
Business Response
Date: 07/19/2025
I sincerely apologize for the delay and I have contacted the customer directly to offer further assistance. (EF)
Customer Answer
Date: 07/24/2025

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.

Sincerely,

******* ********
Initial Complaint
Date:07/07/2025
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 ordered a sofa in April with a late May delivery date. I have made multiple calls to get updates. Not a single email about delivery updates. I have had to call, and every call takes an hour with about 30 minutes of wait time to get to a person. They will not give you to a manager and give you the run around at every turn. They make you pay half up front (which makes sense) but it is now almost mid-July, and they are now saying late August and want me to pay the balance. This is the worst online shopping experience with a company as they give you no updates or communication unless you call and they take no responsibility for their vendors. They blame all the delivery dates on them. They need to find a way to compensate (with some percentage of refund) for the lack of communication and the extreme delay.
Business Response
Date: 07/10/2025
We're sorry to hear about your experience with your order. Weve reached out to you by phone today to assist in resolving this matter. The order is ready for delivery, but when the system attempted to collect the remaining balance, the credit card on file was declined. This could be due to an available credit line or card information. Weve left a detailed voice message for ******** *****, requesting her to contact our customer care center or executive offices to resolve this issue. Were committed to helping you resolve this matter. TP

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Crate & Barrel is NOT a BBB Accredited Business.