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:05/04/2023

  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.

  CB@ is advertising a table on their website that I tried to buy. When I went to make the purchase it said no longer available online. I located the table at their ********** ** site and was promised it would be available and sent to the ******* warehouse. $3500 purchase made and when I went to check on it today it showed one piece would be delivered end of May other on backorder. I called customer service and they told me it is no ever coming and cancelled the order. Offered me a 15% discount on next purchase. I called my local ******* location and they said to try ******* and they have it but because I am in ***** I can't have it. Sales associate asked for my zip code and then said "yeah that would go through" That is very poor customer service for any store but especially for CB2. I would like to purchase the table!

  Business Response

  Date: 05/09/2023

  We are sorry to hear about the table no longer being available in the customers area of the country.  Furniture pieces are sent directly to our distribution centers and are delivered within that service area, not moved between distribution centers.  The customer has worked with a store to complete the purchase of the desired table and having a service pick his table up to bring to him.  We have reached out to the customer via email providing him with the requested information on boxed dimensions and weight. (TW)

• Initial Complaint

  Date:05/02/2023

  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 placed an order for about 3050$ for an espresso machine. It arrived damaged so I tried to return it. I got multiple labels from them that wound up returning to me. The 3rd label ended up delivering WITH signature. C&B REFUSES to refund me for this espresso machine because they claim my card has been stolen. Where they got htis info I have no clue. I literally used my debit card for a purchase not 5 minutes ago and the card is IN my pocket. I need my refund processed ASAP.

  Business Response

  Date: 05/03/2023

  We are sorry about the exchange with our associate.  **************** has been in contact with the customer and has processed the refund.  (TW)

• Initial Complaint

  Date:05/01/2023

  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 ( ********* ) with Crate and Barrel on April 25th, 2023, and received an email on May 1st, 2023 stating that my order was delivered. I checked the tracking information provided to see a picture of a location that was not my home. I contacted customer service immediately through text chat and the agent was not helpful at all. They then ignored my message and left the chat. I then chatted on the website and another representative was not helpful and told me to contact the police. I asked what do I say and they were even unsure and disagreed with that solution. This is very frustrating and at this point I would just like my money back for not receiving my items. This has been a terrible customer service and hopefully ********************** will make it right and coach there representatives as well.

  Business Response

  Date: 05/02/2023

  We are sorry to hear about the customers experience receiving their order.  We understand the frustration happening with the order and communication from our ************* team.

  We are reaching out directly to the customer to assist in this matter.  Our policy states that a police report is needed due to the cost of the missing items.  As the carrier leaves photos now upon delivery, we follow up with the carrier on the missing packages.  We need the police report as documentation.  (TW)

• Initial Complaint

  Date:05/01/2023

  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.

  This complaint is regarding two orders that I made online for bedroom furniture. The first order was placed March 7th, 2023 for a dresser with posted expected delivery "late ******. The second order was placed 3/26/2023 for two nightstands with posted expected delivery "mid may". A deposit charge was made to my credit card for both orders ($1,325.14 + $910.41). When "late ****** was approaching I took a look at the order which now stated "mid may", I then checked the second order which was changed to "early June". I did not receive any notifcation of this via e-mail or phone. Upon checking the first order today it now says "backordered" and the second order "mid June". Again no notification of the changes.There is no further details available about the order or estimated time frame. Had I known I would not have placed the order as I cannot be without the furniture at this time. I am requesting to cancel the order and be issued a refund for the deposits.

  Business Response

  Date: 05/02/2023

  We are sorry for the issues the customer is having with their two orders. We understand the frustration that the delays cause our customers and work to provide the updates when we receive them from the vendor.  Automatic emails are sent to the customers affected by the delays.  These emails can sometimes go into spam or bulk folders or be blocked by the customer's server.  We regret that the customer did not receive the communication regarding the delays.

  To keep customers informed about the status of backordered items, we automatically send periodic email updates. If the backorder date has not changed since the order was placed, they will receive reminders at 30 days, 60 days, and 90 days after purchase. If the backorder changes, they will receive an email after 72 hours (to allow the backorder date to stabilize and prevent multiple emails within a few days notifying them of the change. This applies to all products (Housewares, Furniture, Custom, MTO, etc.) on orders placed online, through the ************************ and stores.

  Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. There are many factors that can cause a production delay.

  The time frame given on the website is clearly noted in red stating that these items are in high demand and may take longer than usual to arrive.  Estimated to arrive in...gives the estimated time frame at the time of purchase.  All dates are estimates as delays do happen.  

  We have contacted the customer directly to offer support. (TW)

   

   

• Initial Complaint

  Date:04/30/2023

  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.

  This is related to Order number *********** . Crate and Barrel has over-charged my credit card by approximately $1800, they have delayed my shipments by more than 4 weeks, and they have yet not delivered the core parts of my order.I ordered sofas and tables from C&B back in Dec 2022. They told me a *** wait of 12 weeks. As of today, we are in the 17th week of waiting and C&B has over charged my credit card for delivery fees and extra charges that I have not been able to explain and understand. They have given me a new promise of delivering my order in May, without a firm date.

  Business Response

  Date: 05/02/2023

  We sincerely apologize for the issues the customer has experienced with their order. Our Store Manager has been in contact with the customer regarding this matter, and is working towards a resolution. (AW)

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19999444
  
  I am rejecting this response because:

  Crate and Barrel has been late by nearly 3 months from their original promise. Their original estimate was 12 weeks, and now we are 22 months waiting for this delivery. They also have made a mistake in over charging me a total of $3142. which has resulted in an estimate extra $312 interest charges on my full credit card balance (I will know the exact amount in June)

  I appreciate them acknowledging this, but I need financial accoutability. I have asked C&B to discount the cahrge of delivery (due to their extended delays) and the charge on my interest (due to their incorrect transaction) but still don't have a response. 

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

  Business Response

  Date: 05/11/2023

  We sincerely apologize again for the issues the customer has experienced with their order. The store manager has advised us that they have been working with the customer towards a resolution, and their order has been scheduled for delivery. 

• Initial Complaint

  Date:04/23/2023

  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.

  I purchased a couch on 7/19/2022 and was told the couch would be delivered December 2022. I was notified 1/25/2023 that the couch was ready for delivery and scheduled a delivery date. I was then notified on 2/16/2023 the couch was backordered. I was notified on 2/24/2023 the couch was in transit to the ****** warehouse and would be able to be scheduled for delivery after that. I was notified 3/14/2023 the couch would be ready the last week of March. Now, 4/23/2023, 2 months later I still have not received the couch and have been told for the last 2 months that the couch is "in transit", "being unloaded at the warehouse" and any variation of that. I was told the couch would be ready 5 months after ordering and now we're going on 9 months. Extremely poor customer experience and feel like I'm being lied to about where the couch currently is. I don't see how it takes 2 months to unload at a warehouse. It's beginning to feel like the couch I ordered they gave to someone else and I am having to wait for a whole new couch.If I look at the same couch on the website it has a delivery quote of 2 months. Yet it has taken them 9 months and I still do not have a couch.

  Business Response

  Date: 04/25/2023

  We are very sorry on the delays experienced with the reorganization of our distribution centers and opening a new center in *****.  There have been complications completing the reorganization resulting in the delays.  The sofa part that is remaining has been confirmed and tracked.  We are waiting for the update from the warehouse that this has been received, unloaded, and ready to schedule the delivery.  We are taking care in this process to assure accurate inventory information.  The piece ordered by the customer is allocated specifically for the customer and not given to anyone else.  A manager has been updating the customer regularly and tracking the piece as well.  (TW)

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19972290
  
  I am rejecting this response because:

  Tracking has shown in transit for at least the last 2 months and theyve requested additional details from the warehouse but Ive never received a detailed answer as to where the remaining piece actually is. They believe it is on a truck waiting to be unloaded but I find it hard to believe the piece has just been sitting on a truck for 2 months in a parking lot. 
  

  I have been emailing with a manager about the situation but its the same explanation week after week with no substantial updates as to where the remaining piece is or any urgency on locating it. 
  

  As of this weekend Ive also been charged I believe the remaining balance, yet tracking shows the piece will be available late May and I still dont have a delivery date scheduled.

  If they were aware of a new warehouse opening they should have adjusted their anticipated delivery times to account for any unexpected delays. I was originally told 5 months and this month it will be 10 months since order. Thats unacceptable.

   

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

  Business Response

  Date: 05/03/2023

  We appreciate the feedback.  The customer has scheduled the delivery of her sectional at this time. Delivery is set for Tuesday, May 9th. (TW)

• Initial Complaint

  Date:04/23/2023

  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 the Axis Square Ottoman on March 2, 2023. Website said shipping would be late April 2023. On March 20th, received an email saying delivery would be delayed until late June 2023.Logged in to check my order status on April 21, 2023 and estimated shipment now says July 2023. The latest estimate is now a 3 months difference from advertised, and I have no confidence that it wont be further delayed.

  Business Response

  Date: 04/25/2023

  We are sorry for the frustration and inconvenience the delays are causing.  Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. There are many factors that can cause a production delay. Please know that we are doing all we can to deliver orders to our customers as quickly as possible.  A ************* manager has reached out to offer assistance. (TW)

• Initial Complaint

  Date:04/20/2023

  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 ordered a new Vitamix 750 blender from CrateandBarrel.com on April 14, 2023. The order total was $610.69. It was delivered on April 19, 2023. Upon opening the package, we saw that the Vitamix blender was repackaged and scratched. It looked like it had been a returned item. They basically sent us a used Vitamix. I contacted customer service and was on hold for almost 30 minutes. I also tried contacting their web chat and text messaging service but neither of them ever responded. When the customer service representative finally answered the call, she scheduled a ************ to come to my house on April 20, 2023 before 2:00PM ET and issued a replacement. 2:45PM passed and no one showed up to pick up the defective item. I called ***** and they seemed to not have a record of the pickup despite the confirmation emails I received from Crate and Barrel. I called Crate and Barrel and explained to them that I did not have time to wait all day for a pickup. The customer service rep said the only thing she could do was reschedule a delivery for tomorrow. I asked her to escalate the matter and she said she couldnt do that and that I would have to waste another entire day waiting for ***** to maybe never show up to my house again. I asked her what her solution was if this were to happen again tomorrow and she said there was nothing she could do about that now. So to recap, I wasted an hour of my time yesterday on the phone with a rep who maybe never even properly scheduled the ************, I wasted all day today waiting for ***** to never show up, and Crate and Barrels solution is for me to waste another entire day tomorrow waiting for *****. I do not know what type of luxurious lifestyle Crate and Barrel customer service representatives are used to living, but I do not have the ability to spend two days waiting at my house for a pickup that might never show. All because Crate and Barrel decided to send me a used product when I ordered a brand new one and paid full price.

  Business Response

  Date: 04/27/2023

  We sincerely apologize for the issues the customer has experienced with their order.  We have been in touch with the customer regarding this matter. Our records with ***** indicate that ***** has picked this item up from the customer within the expected timeframe. We do apologize again for the poor experience the customer had with their order. (AW)

• Initial Complaint

  Date:04/18/2023

  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 recently had multiple furniture pieces ordered and delivered from CB2. On delivery day, the bed I ordered was damaged and my order was missing two stools. The CB2 customer agents have been great with receiving my feedback and trying to get in touch with the warehouse but it has been no traction on when the replacement bed will be received. I have to schedule deliveries with my building so any assistance on getting this rectified would be gladly accepted (in one delivery)

  Business Response

  Date: 04/25/2023

  We sincerely apologize for the issues the customer has experienced with the delivery of their order. Our team has been working closely with the customer regarding this matter, and we have the delivery of the customer's merchandise scheduled for later this week. (AW)

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19953766
  
  I am rejecting this response because: The same broken bed was delivered in this scheduled delivery. An extremely kind & helpful agent was able to assist me with a refund.  
  

   

   

   

  Business Response

  Date: 05/03/2023

  We sincerely apologize for the continued issues experienced by the customer with their order. I have been in contact with the customer regarding this issue, and we are working towards a resolution on this matter.  (AW)

  Customer Answer

  Date: 05/08/2023

   
  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:04/18/2023

  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.

  On October 19, ************************************************ the amount of $150. I received 4 email confirmations about this order and was charged by my bank on 10/21 for the full amount. I also have a link to the order details. The recipient tried to use the gift card today on 4/18/23 for the first time and got an invalid card error and could not use for a purchase after several attempts. I called Crate and Barrel today 4/18 at 6:30pm and spent an hour with customer service providing all the details and evidence and they refused to issue me a refund or new gift card. They also said they were unable to locate my order even after providing all the documents and bank charge. I now filed a dispute w my bank and waiting up to 90 days for a resolution. Additionally I asked three different crate and barrel reps on the phone to speak to a manager and they refused