Business Profile

General Merchandise

Crate & Barrel

Headquarters

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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:07/10/2023
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.
I have been attempting to work with C&B's partner, ************** to reclaim the rewards that I lost but every time they issue a request to C&B, they are being denied. The reasoning is that the rewards are not eligible for renewal based on the terms and conditions but reading through them, there is no mention of this policy, or anything related. I'm losing close to $700 due to this and is simply unacceptable. There is no way to contact anyone from the C&B ****************** and the Bank claim to have no other means to escalate. I've spent ****s of dollars with C&B and this is just a major setback on their professionalism.
Business Response
Date: 07/12/2023
We sincerely apologize for the issues the customer has experienced with their ********************** Rewards. Per the terms of the Crate and Barrel Rewards program, Rewards are only valid for 90 days from the date issued. Lost, stolen, or expired Reward Certificates are not replaceable, and once Reward Dollars expire, they may not be redeemed. We do see that the customer has several expired Rewards, since these Rewards have expired, per the Rewards terms we are not able to replace or redeem.(AW)
Customer Answer
Date: 07/15/2023

Complaint: 20298351

I am rejecting this response because: I have renewed rewards multiple times with Synchrony and they have consistently informed me that they are able to renew the rewards within 30 days of expiry. If that isn't accurate, please confirm your policy with them. They are the front of your company for the rewards so my information comes from them. There is no way to contact C&B directly for this area. Since that is the information they have provided, my rewards (for $700) are now not being renewed. This is very unfair. Please work with them and renew the rewards in any manner possible. I certainly will not leave it to renewals again so would appreciate whatever support would be provided.

Sincerely,

***************************
Initial Complaint
Date:07/07/2023
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 was incorrectly billed for an online order that was cancelled by a Crate and Barrel representative. Please see application, pdf for more details.
Business Response
Date: 07/09/2023
We are sorry for the confusion the customer is having regarding her cancelled order. Upon reviewing the order details, the customer was refunded in gift cards, and not directly to her Crate & Barrel card. The amount she is stating she is being charged was given back as part of the two gift cards she mentioned. She only had $300 in gift cards that she used in the order.
She did use the gift cards refunded to her on a new order. She is not being double charged. (TW)
Customer Answer
Date: 07/10/2023

Complaint: 20288236

I am rejecting this response because: This is incorrect. I have all support documents that supports this isn't true. The customer representative that I spoke to about this issue got it wrong. I will be pursing this into a legal matter if you do not review all of my supporting documents. I have also overnight all my documents. Order number #*********** was cancelled and I am being billed for a rug that I never received as the order was cancelled! Order number #********* is where I used the two e-shop cards and where I received the rug, lamp and a hand towel. This matter is very simple and I no not know why this is taking so long resolve. I do appreciate response back. But I am asking you to review my supporting documents. I have overnight all of my supporting documentation as I am only able to upload a few to this platform.

Sincerely,

*******************
Business Response
Date: 07/13/2023
Due to protecting the customers privacy, I am unable to upload the documents that show the customer is not being double charged.
In the order that was cancelled, her credit has been charged the amount she is disputing because the refund was given in the form of gift cards, and not to her credit card. The customer paid using both gift cards and rewards from her credit card in the amount of $323.44. The remaining amount in the original order was charged to her credit card. ALL of the balance refunded was refunded to two gift cards totaling the order total. Therefore the credit charge remains since we gave back her full amount in gift cards.
Those gift cards the customer used to place a new order and have zero balance on them. We have provided this documentation to the customer.
Initial Complaint
Date:07/03/2023
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.
I ordered 2daybeds in January. They said the would be delivered in Aprilbut then changed to 1- in the beginning of May, 2 -then said mid May 3-Then said early June 4- then mid June 5- then early July 6- now they are saying August ***** seems to be no incentive for them to EVER deliver the furniture and they told me they do not have ANY in their warehouse.I think they may be selling products that they dont have, which at a minimum is deceptive advertising, or some type of shell game taking of money from one customer to pay debt if another customer.
Business Response
Date: 07/04/2023
We are very sorry for the customers experience regarding her order of the daybeds. We provided options of different daybeds that we did have in stock and ready to deliver. Customer refused the option. We also explained that we would be happy to offer compensation upon a success full delivery once her style of day bed was delivered. Shipping was waived due to the delays for her order. A few managers reached out to her specifically with the options, monitoring of the order, and offer assistance. The resolution for the customer was her request to be fully refunded and the order canceled. We take delays seriously and will work with the customer to achieve a resolution or compromise when this happens. (TW)
Initial Complaint
Date:06/28/2023
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 Number: ********* - Online Purchase Order Date: Jan 30, 2023 Order Total: $1,653.41 Original delivery quoted: Late March 2023 Crate and Barrel has delayed and changed my delivery date multiple times. I've never been notified or called. All delays noticed have been a result of my logging in to track the status of my order. When originally placed I was quoted a delivery date of March, that date has been pushed and changed 4 times since then. The new quoted delivery date is "Late August" but they are unable to give me a firm date or guarantee that date will be met. The order was non-cancellable when placed, however, I feel that agreement is in breech considering they have failed to deliver the goods within the promised time frame (multiple times over). They have charged me completely for the order and I just want to be refunded and cancel the order which they are refusing to do. Although they can't tell me when I'll receive it. Someone please help me!
Business Response
Date: 07/08/2023
we sincerely apologize for the frusration we have caused the customer. The furnitue is now in stock and a delivery has been set. our office will reach out to the customer to follow up.
Initial Complaint
Date:06/24/2023
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 am writing regarding our recent order #*********** with Crate and Barrel. We first placed this order on 3/12/2023. After a long lead time, we received our table (namely ****** ***** Teak 81" Extension Table) but it had some defects including discoloration, scratches and chipped areas. After talking to the store, they agreed to send us a replacement table. Ever since there has been four attempted replacement tables but all of them have been defective one way or another. We have been trying to talk to the store but they directed us to the costumer service. Unfortunately costumer service has not been consistent with their communication with us and we are struggling to find a resolution here with the store. We ideally like to have a defect free table delivered to us as a proper replacement table but the store has not been able to do that. if not, we are requesting store credit to compensate for keeping this defective table. We have paid in full for this product and have made multiple attempts to change our daily schedule for their attempted deliveries. We have stopped by the store multiple times but the manager refuses to talk to us and diverts us to the costumer service. This has become a long inconvenient predicament in our life and we did not find a better way rather than reach out to BBB to formally express our complaint. thank you!
Business Response
Date: 06/30/2023
Customer is set for an exchange on their furniture for July 8th, 2023. **************** has been made aware of this customer's order and they will follow up after the delivery to ensure that all went well. Crate and Barrel will address compensation after a successful delivery has been done.-KM
Customer Answer
Date: 07/13/2023

Complaint: ********

I am rejecting this response because:
I'm writing to follow up on case #******** with Crate & Barrel. On July 8th the business brought a replacement table which was again defective with discoloration and marks. We had to decline the replacement table since the quality of it was unacceptable. I hereby would like to kindly request BBB to reopen my case #******** as we still need the business to properly address our complaint. We are indeed still very dissatisfied with the quality of product we have received and disappointed how C&B has been delaying for months in providing an acceptable product that we deserve.
Thank you for your understanding in this matter!
Sincerely,

*********************************
Business Response
Date: 07/24/2023
The store manager from the Galleria Crate and Barrel location reached out on both 7/10 and 7/11 to the customer but did not hear back. The store manager contacted the customer again on 7/14. Options were discussed with customer and the customer accepted a final sale discount on the piece that was currently in the customer's home. The discount was processed the same day for the customer .-KM
Customer Answer
Date: 07/24/2023

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:06/20/2023
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.
I purchased a Peyton sofa and a floor mirror on the 23 of May in store (*******, **) with *******? (Not sure abt her name). However, at first she told me if I opened a credit card I can get 20% reward to spend again later. I proceeded to ask her if the sofa would be 15% off too cause of their new home promo and she said yes which didnt happen but I let it go cause I love the sofa so much. Here comes the weird part. After checkout, I was not provided with a tracking number or an email of my purchase. Whenever I called for update of my order, we would have the hardest time to find it. Couldnt find it on website either.The sofa was supposed to be delivered on June 10th but its too big for my elevator and delivery service only walks up to 3 floor (i live on 5). I asked them just dropped the sofa there and Id take care of it but they said C&B wouldnt allow it. Okay then I called customer service which turned me to the store sale associate (*******) then I dont know whatever they talked together, my card is now being charged another $274 dollars for no reason (probably bc of re-delivery) but no communication with me was made, the charge didnt state what it was for, no email was sent to me. It was not my fault when the ** or delivery service didnt confirm with me abt my elevator or the floor, as much money I paid for those, it should have been the least they can do is ask me when they called me to schedule the delivery. Im disappointed with how C&B handles this situation and just charges me however and whenever they want without talking to me, its stealing C&B!
Business Response
Date: 06/20/2023
We wanted to offer our sincerest apologies to the customer for their experience regarding the delivery and management of their order. We have reached out to the customer regarding this matter and are working towards a resolution. (AW)
Initial Complaint
Date:06/01/2023
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.
I bought a pair of childrens beds from them in March. They said they could deliver it in April. Then in April they said June. Now theyre saying July. I think they knew I wouldnt have purchased from them if they were honest from the start. I dont have any faith in their ability to deliver these beds, and meanwhile my kids have been sleeping on the floor for months. I felt that theyve been misleading ** on their delivery this whole time. I feel that the BBB should know about what a poor and dishonest business they are.
Business Response
Date: 06/10/2023
We apologize for the frustration we have caused the customer. Our office has reached out to the customer for order information so we can further assist. (EF)
Initial Complaint
Date:05/30/2023
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.
The item I purchased is defective as it has a crack in the base on the inside of the table. In addition, there is a lip that goes around the top portion of the table to line up with the base and it does not line up properly. I took a picture of the lip to show.
Business Response
Date: 06/14/2023
This customer has been in touch with ************************** regarding this matter.
The table was purchased (***********) at one of our outlet locations, as a 70% off Final Sale, and in "As-Is" condition. The customer knew that the table was not in first quality condition at the time of the purchase and signed a waiver which stated that the table was sold in As-Is condition, with no returns, repairs or replacements. The table was assembled at the time of the purchase.
During the conversation with Executive CS, the customer stated that she had filed a dispute of the charge with her bank and they had refunded her for the table. (ED)
Customer Answer
Date: 06/14/2023

Complaint: 20120116

I am rejecting this response because: the sales representative that sold me this table DID NOT inform me of the condition of the table at the the time it was sold. I was not aware the outlet items are defective. The refund issued by my bank is a temporary credit and my bank is waiting on a response from your company. The representative at your corporate location told me as the customer I am supposed to be aware these items are defective at the outlet. That is not the job of a customer to know about the outlet items, it is the job of the associate to inform which she did not at the store. I want a refund to be issued by Crate & Barrel for the item. The associate at the store did not do her job properly and the item was not in take at the store as the screws were not in. The store gave me them in a bag.

Sincerely,

*********************************
Business Response
Date: 06/15/2023
Attached please find the sale tag for the Origin Metal Dining Table purchased by the customer. It reflects several markdowns and clearly states "Sold As Is No Returns, Exchanges or Repairs. All Sale Final". Also attached is a copy of our Final Sale Waiver which all customers are asked to sign. In this case, the waiver was signed electronically.
It was explained to the customer that as long as there is a dispute against the charge, there is no action that we can take. We are unable to accept a return or issue any type of refund until the dispute is resolved. If the bank resolves the dispute in the customer's favor, she will be refunded by the bank, and will retain possession of the table. If the bank resolves the dispute in favor of Crate&Barrel, we will then be able to discuss further resolution. (ED)

Customer Answer
Date: 06/15/2023

Complaint: 20120116

I am rejecting this response because I have been in communication with my bank and they have stated they are still waiting on a reply from your company. Please reply to my bank in a timely fashion.

Sincerely,

*********************************
Initial Complaint
Date:05/29/2023
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.
Promised rewards were made expired prior to receiving of product while store manager assured ** that is something that will be refunded. Numerous attempt have been made with promised rewards (over 220 dollars) totally eliminated and lost. November 27, 2022$20Expired 02/25/20238608005092449749180 October 28, 2022$380Redeemed 11/23/20228608005999027409674 June 27, 2022$20Expired 09/25/20228608005880840019298 March 28, 2022$220Expired 06/26/20228608005889939188146 The last time on the list is the biggest loss. We purchased a couch of which we were supposed to get rewards for. Given it was out of stock, an initial payment was made and later paid off using a credit card. The rewards were split for some odd reason and initial credit reward of 220 was made to expire after 90 days, which falls prior to delivery of couch, and only appears on statement after 1 or 2 billing cycles. This was not explained, nonetheless, the managers assured me at the time of purchase my rewards are for me to use. I have tirelessly asked for my rewards back with no luck. Often being asked to contact X and then Z and then Y and then back to X.
Business Response
Date: 06/10/2023
We apologize for the frustration we have caused the customer. Our office has contacted the customer directly for additional information and provide additional assistance (EF)
Initial Complaint
Date:05/28/2023
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.
Im filing a complaint against Crate & Barrel on the item (SKU ******) in my order *********. I requested a return of the item through online chatting with their customer service and I was clearly told that the refund would be issued to my original payment method in full amount. However, it was issued in a gift card with a deduction of $119. I contacted them several times and they didnt admit that this was the case and didnt want to refund the full amount back to my original payment method. They were so rude that they disappeared in the online chat. I would like to have the full amount refunded to my original payment method.
Business Response
Date: 06/03/2023
Crate and Barrel reached out on 5/29/23 to the customer to share that we were working with our financial team to have this taken care of for the customer. It was requested to have the shop card cancelled and the money refunded back to the customer's credit card. We reached out later that same day to share that this was completed for the customer.-KM

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Crate & Barrel is NOT a BBB Accredited Business.