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

  40 Old Orchard Center Skokie, IL 60077

• 

  Crate & Barrel

  4999 Old Orchard Ctr # E20 Skokie, IL 60077-1450

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

• 

  Crate & Barrel

  600 Silks Run Hallandale Beach, FL 33009-2569

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:05/25/2023

  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.

  Hello- I opened a crate and barrel credit card in March 2023 to make a large purchase of $3,640.89 for a couch. The representative who helped us explained we could get cash back on the credit card, so we did that option- assuming we would have $360 cash back to spend on future purchases.Our first reward of $200 was applied to our online account.On 5/13/23 I made an online purchase of $55.07.My rewards were auto applied when I checked out, which I thought was okay as Id have $145 or so left to spend on my next purchase.I am now looking to make a purchase on an ottoman of about $800 and my reward points are gone.I contacted the credit card rewards customer service line who told me I should have read the online terms and understood I was forfeiting my additional cash back when I made my $55 purchase.The account manager, ******, was rude and frankly treated me like I was stupid for not going online and reading all the terms completely.She would not provide her last name or phone number and told me too bad, there is no one else talk to. So this means I spent all this money and lose $145. How does this make any sense? This is unfair and frankly the way I was treated was unacceptable. Its a shame that a customer would just be dismissed.If this is the rule, it should not be auto applied to your account because it is not clear at check out that if I didnt use it all, Id lose it?As noted, I was planning on making another big purchase and was getting ready to create a Crate and Barrel registry but now I will not be doing this.Id like my $145 credit.

  Business Response

  Date: 05/25/2023

  We are sorry for the experience the customer is having with her rewards.  It is true that our policy is the rewards become forfeit if not used at the time of a purchase.  A manager has reached out to the customer to get information to put in a request to reactive the rewards for her. (TW)

  Customer Answer

  Date: 05/26/2023

   
  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:05/23/2023

  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.

  We ordered a ******************* Kids White **** Spindle Daybed on February 7th and we were told it wouldnt be available until May which was a long delay but not crazy however last week we were informed our delivery (which cost $119) would be delayed to mid June. This is unacceptable given that they are currently advertising the availability of this bed as Mid June if I purchase it today on May 23rd so clearly they have it in stock and are prioritizing other customers rather than fulfilling our order. Heres a link to the current offer: **************************************************************************************** I would like this bed delivered by the end of May and Id like to see an adjustment on my bill for the $119 delivery charge.

  Business Response

  Date: 05/24/2023

  We are sorry to hear about the delay for the daybed.  We understand that it is frustrating and inconvenient.  A manager is in direct contact with the customer to discuss the situation. (TW)

• Initial Complaint

  Date:05/19/2023

  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 a Ventana Wide Cabinet on February 3, 2023. The delivery date was to be the first of March. The date then was moved to mid March, then to the first of April, mid April, first of May, and middle of May. I have contacted multiple people and continue to get no answers about why it takes so long to receive the product. On the website, it still lists the cabinet with delivery dates sooner than mine has taken. Crate and Barrel took half of the payment for the cabinet on the 3 of February. ******** was deducted from my account on February 3. They had my money for almost four months. I was contacted last week that the cabinet was due for delivery, which I scheduled for Saturday May 20. Crate and Barrel deducted the remaining balance of ******** last week. Today, the day before delivery, they called and said "quality control" decided that it couldn't be delivered tomorrow. The first day they can deliver is NEXT SATURDAY! I have paid for a cabinet that I still don't have and have no idea if I will actually receive. If the date is moved back again, I will file a claim with my credit card company and get my money back. This has been a total waste of time and I think they take your money very early in the process and then give you no reasons for moving the dates back. They say "shipping" but that's an easy excuse.

  Business Response

  Date: 05/20/2023

  We sincerely apologize for the frustrating delays on this order. This cabinet is imported from *******, and we do our best to quote accurate ETA's, but many things can cause delays.  A 50% deposit is required at the time of purchase for for merchandise that is not currently in stock. Once it arrives and checks in to our facility the remaining 50% is charged.  

  In this specific case, the merchandise is received into our Northern ********** facility, and moved to the local cross dock to be delivered. When the cabinet arrived in ** for the delivery, it was found to be damaged and a replacement had to be ordered. It is currently on order to the ** facility for delivery on 5/27.  

  We sincerely apologize for the inconvenience this has caused.  The customer's delivery fee has been refunded, and additional compensation will offered following the successful delivery.  (ED) 

• Initial Complaint

  Date:05/15/2023

  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.

  I purchased the ***** table from crate and barrel and the table came in early, Crate and Barrel took the remaining money out of my checking account on May 11th. I was out of town and now I have a truck that i am using they tell me that the soonest i can pick it up is Tuesday the 23rd. This is unacceptable, I feel as though my furniture is being held hostage after I have paid for it. They said it could take up to 2 weeks to get a date to pick it up?? This is unprofessional and unfair. I just want to pick up the item from the warehouse that i paid for on the 11th and I shouldn't wait weeks, If that was the case they should take the money out when you pick it up. I just want to go and get my merchandise! HELP!!! This isn't very professional!

  Business Response

  Date: 05/18/2023

  We are sorry that the customer is experiencing a scheduling delay for pick up of the table.  Our warehouses schedule dates for pick up of items and there a limited spots available for each day.  Once those spots are filled up for a day, the next date available to booked until filled.

  A member of our management team has reached out to the customer explaining that the warehouse they are picking up from does not hold inventory.  Items scheduled for pick up are sent from our main distribution center in **********.  Once a date is schedule that item is then delivered to the warehouse for pick up.  Due to the limited space at the warehouse of pick up, they can not hold merchandise for more than a day or two prior to the scheduled pick up date.  (TW)

• Initial Complaint

  Date:05/14/2023

  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 contacted Crate and Barrel about a broken light that they sent me. While they did offer to send me a new light, I will have to take time to send it back, and also pay my electricians to take down and install the new light. I believe I should receive compensation for my time and the expense of putting up a new light. When I asked for this, the agent helping me (*******), said she'd check with her supervisor, then proceeded not to respond to me for over a half an hour with no follow up of any kind. I assume they're just hoping I get too bored and move on from following up on receiving fair compensation. I desire a partial refund in payment for my time and my electricians time.

  Business Response

  Date: 05/17/2023

  We are sorry to hear that the customers ********** was not working once installed.  A new one has been requested and will ship out shortly.  A member of our management team as reached out directly to the customer to discuss the compensation request.  We have also offered to have the new chandelier installed at no additional cost to the customer.  (TW)

• Initial Complaint

  Date:05/13/2023

  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 bought a 2000$ bed from CB2 3 weeks ago around 04/29/2023, delivery was within a week, it got delivered a week later with a rip in the fabric, went to the store, the manager apologized and assured that this wouldn't happen again and dispatched delivery for the following week, we waited another week for the bed to arrive, they delivered the same exact open box ripped fabric bed from the week before, I'm complaining to demand restitution for my lost time ~3 weeks. Thanks *************************

  Business Response

  Date: 05/17/2023

  We are sorry to hear about the situation with the bed ordered from our store.  We see that the order has been fully refunded due to this situation.  A ************* manager has reached out to the customer to discuss the resolution that they are looking for. (TW)

• Initial Complaint

  Date:05/13/2023

  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 placed an order for a sleeper sofa. The order number is *********. On 4/4/23 I was told the estimated delivery date was 4-6 weeks. This was the first lie I was told. After 4-6 weeks past I checked (on 5/11/23) on status and was told it had been delayed. This was the second lie I was told. CB now says it will be ready to schedule for delivery between 6/7-6/11 and then 7 business days later it'll arrive. This was the third lie I was told. Today I spoke with the customer service chat line and initially they tried to tell me its now estimated for "early June". This is the fourth lie I was told. I then pressed them to admit that the "actual" timeline for their "special" orders is 3-6 months. This means that CB is lying to customers telling them it's 4-6 weeks then leading them on by falsely saying it got delayed each month when they are fully aware it's not 4-6-8 weeks. It's 3-6 months. CB also has a policy you cannot cancel a "special" order thereby entrapping people like me into paying for something they cannot get out of by giving false estimates (FRAUD) on delivery times as a tactic in my guess to solely to make sales. This is blantant FRAUD. CB needs to stop this practice of lying when they know delivery times are massively longer than they are telling customers. I have copies of all conversations and can prove everything in this complaint. CB needs to stop this fradulent business practice. I want to cancel my order due to fraud. I would not have agreed to purchase if they were honest with me from the beginning. I have confirmed they haven't started making the sofa so I do not know why they would not be able to cancel it.

  Business Response

  Date: 05/17/2023

  We are sorry for the confusion on the customers order for his special order sofa.  The customer was updated on the estimated time frame three days after the order was placed once it was sent to the vendor for production.  That time frame sent was early June.  There has been no delays updated on this order and still shows the same time frame of early June as when it was placed.  The customer has requested text updates and our system shows that the text was sent with the confirmation of the estimated time frame being early June on May 10, 2023.

  We do apologize for the misinformation given when talking with one of our customer care associates via chat.  We are taking steps to provide a teaching opportunity on this situation to prevent the misinformation being given again to this customer as well as future customers.

  This piece is at the end stage of production and per our custom policy, can not be canceled, or refunded.  If this sofa were to be ordered today, the estimated time frame is mid July which is about an eight week time frame.  The time frame shown on the website is accurate and update to date.

  We automatically update our customers when the vendor changes the status for the piece.  In this case, there has been no change to the status since the date of purchase.  A ************* manager has personally reached out to the customer for assistance.  (TW)

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20054178
  
  I am rejecting this response because:

  On April 4, 2023 Coast Interiors called after receiving an email stating "On Backorder" to ask for the time frame expected for delivery. They were told on that call 4-6 weeks. Based on that conversation, they did not cancel within the 48 hour time period. This information although may have been an honest error by a CB employee, it is misrepresentation and therefore the contract/order is not binding.

  I'm sure CB will disagree, but I have already run this by an attorney who advised me it is misrepresentation as we used that information to make the decision on whether to cancel the order or not.
  
  The emails and texts CB refers to do not have a delivery date on them. They have a link to their web site where they control and can change what it says. Therefore the statement that an email and text went out with the delivery date showing early **** is not correct. It does not matter anyways because those notifications went out after our ability to cancel which lends to our complaint that there was misrepresentation made by CB that affected our decision not to cancel within the allotted timeline. Only after we could not cancel did they provide ** the "actual" timeline, which I still believe will end up being 3-6 months. 
  
  I either wish to be able to cancel the order due to misrepresentation now or keep the complaint open to see if CB actually delivers the sofa in "early ****" as they continue to claim they can do. If they do not deliver it by early **** and try to say it's delayed then we can take this as confirmation their "actual" delivery dates are in fact 3-6 months as I was told by chat and they are continuing this misrepresentation "lie" and at that time I want an immediate credit back for all charges at that point.

  Sincerely,
  

  
  ***********************

  Business Response

  Date: 05/18/2023

  We do understand the customers frustration and the inconvenience the estimated arrival date is causing the customer.  There are disclaimers that state the anticipated delivery date.  All dates are estimates and subject to change for many reasons.  Weather, supply chain, and employee shortage are factors that can play into the time frame extending.  At the time of purchase it was estimated at an eight week production period. We are still within that time period of production without delays.  No dates given are guaranteed due to the mentioned factors.

  We are sorry for the experience the customer is having and have reached out to them regarding the rejection. (TW)

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20054178
  
  I am rejecting this response because:

  The contract is void due to misrepresentation during the cancellation period. The mis representation was a call placed by my designer during the limited 48 hour cancellation period where they were told 4-6 weeks.

  Based on that false information we made the decision NOT to cancel. If we were given correct information of 8 weeks "estimated" we would have cancelled.

  Since the contract is void due to mis representation or fraud (if it was on purpose) then again the contract is void.
  
  We are cancelling the order.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/11/2023

  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.

  I have reached out to crate and barrel both on the regional and local levels to discuss this matter and still no response. I purchased a **** round Table from CB2. The table was initial delivered damaged and missing parts when we went to pick up the table. CB2 promised me delivery of the new table and returned $118 for inconvenience. this was in November 2022. After the table was delivered it was still missing parts and there were damages to the table. we submitted a claim and CB2 yet again promised a new table to be delivered. on Delivery of the new table the delivery team told ** that the new table was damaged worse then the one we currently had. this exchange took place in March. We spoke with an employee named ****** who is no longer with CB2 and she promised ** a refund of $100 and $150 gratis card. Now CB2 is saying that the we can only receive the gratis card. We have been dealing with this for over 6 month and they expect us to accept a damaged table at only 10% off. this is completely unfair to me as the customer. I have spent to much of my time calling and waiting on unfilled promised. Asking at bare minimum for CB2 to correct its mistakes and keep its promises.

  Business Response

  Date: 05/16/2023

  We wanted to offer our sincerest apologies to the customer for their experience regarding the delivery of their order, and the lack of follow up from our team regarding these issues. We have reached out to the customer regarding this matter and are working towards a resolution. (AW)

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising 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 Gather 5 piece sectional sofa from Crate & Barrel on 11/15/2022 with Order #*********** for total $7,019.27. I was assured a full delivery on 2/9/2023. They sent me an incomplete sofa set that is missing back cushions for two of the pieces, a corner and right arm lounge and throw pillows. Since then, I have been in contact with Crate & Barrel to receive the missing pieces. After going back and forth with customer service for two weeks, the missing pieces were finally ordered on 2/28/2023 with an ETA of delivery in early May. On 4/20/2023, I received another email from customer service stating the order has been delayed with no ETA. I responded to that email for clarification and yet to receive any further communication. At this point, with lack of customer support and total disregard, I want to return the incomplete unusable sectional and get a full refund of my purchase.

  Business Response

  Date: 05/11/2023

  We are sorry for the experience the customer has had receiving the sectional ordered in November of 2022.  A member of management has been working with the customer and did reply back that she has booked the return of the sofa and will issue a refund as requested.  As a matter of an update, all the replacement pieces are currently available to schedule for the delivery if the customer changes their mind. (TW)

  Customer Answer

  Date: 05/11/2023

   
  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:05/07/2023

  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 was told that this order was cancelled and it was shipped out and theres been no progress. I was charged total amount for this order and Id like a refund Back to the form of payment I paid with

  Business Response

  Date: 05/09/2023

  We are sorry that the order was not canceled.  The shipment was too far in the process system to be able to cancel.  We have credited the customer back. (TW)