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

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  Crate & Barrel

  1045 Massachusetts Ave Cambridge, MA 02138

• 

  Crate & Barrel

  8030 Renaissance Pkwy Ste 985 Durham, NC 27713-7092

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  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:04/14/2023

  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.

  After 35+ emails and months working with your customer care team, I am desperate for help. I ordered a crib and dresser from CB In September of 2022. Both items were set to be delivered in December 2022. I have yet to receive items. I have no nursery for for 10 week old and Im concerned I will not receive this furniture. Ive paid for furniture that I havent been able to enjoy with my baby. *** missed out in beautiful newborn photos in my nursery. This baby was an IVF baby and I looked SO forward to rocking her in a beautiful nursery. How does it take longer to create and ship furniture than it took me to create a whole human? CB shouldnt be advertising nursery furniture that cannot make it before the 4-5 month **** as most people dont feel comfortable buying baby items early in their pregnancy. In this instance, I would have needed to order the items before I even knew I was pregnant.

  Business Response

  Date: 04/18/2023

  We are so sorry to hear about this experience!  We sincerely regret the inconvenience and disappointment this has caused.  The order has been cancelled by request of the customer and a refund in full has been processed.  The long distance delivery carrier had already picked up the merchandise by the time the customer asked to cancel the order, and that delivery process had begun. The carrier notified the customer yesterday (4/17) that her items were ready to be delivered.  We have notified our long distance partner that the order has been canceled and they should not be contacting the customer again. We have responded to the customer and offered our apologies. (ED) 

   

• Initial Complaint

  Date:04/10/2023

  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 bought a walnut aspect four piece cabinet in 2018. I was originally told it would be two weeks out for delivery as it was an in stock item and instead it took five months when it was delivered it was put together improperly I reached out initially by email. I sent photos showing how poorly it had been constructed in my bedroom. It took another Four months to have someone come out and rectify the situation at this point the furniture was sitting unused in my bedroom unable to fill it with clothing just taking up space. When they came to fix it they said huh we thought it would be the doors the doors on these are always broken. It was fixed well enough to fill it and then yes as predicted the doors buckled and have never closed properly since I reached out to Crate & Barrel at the time and they claimed that it was past the point that anything could be done to fix it and that I was just out of luck and out of $3500.I was in the school at the time getting my masters working an internship and working a full time job,. I did not have time to focus or deal with outside factors and yet came home every night seeing this horrible piece of furniture that I could not afford to replace and that crate and barrel was not honoring . I write this now because I am sick of looking at this expensive warped lemon and find that just any recourse of an outlet and sharing this information and how poorly **************** at ********************** treated this entire situation was important to note.

  Business Response

  Date: 04/12/2023

  We are sorry to hear about your experience with your order for the cabinets.  A manager has reached out to you via email to assist in the resolution.  (TW)

• Initial Complaint

  Date:04/10/2023

  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 purchased a dresser on November 9, 2022. I was told the item would arrive in January 2023. Come ******** it was changed to April 2023. Now that its April, it was just changed to June 2023. We purchased this item as part of a nursery set for our baby arriving in april. We believed that a January delivery was plenty of time. The baby has now arrived and we dont have an item we very much need. If wed known it would take over six months to arrive, we would have purchased something else. We understand that there are delays but crate and barrel cant even tell us with certainty when this is going to arrive.

  Business Response

  Date: 04/12/2023

  Congratulations on your little one.  These are special times.  We are sorry that you are experiencing delays with your dresser for the nursery.  We have reached out via email from a manager.  Options have been sent to move forward.  We are happy to work with you on either of the options.  (TW)

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19917583
  
  I am rejecting this response because: they said they emailed me, but I never received one. Ive checked both my inbox and my spam. I spoke with them on the phone and was told that the product is coming from ******* and they dont know when Ill be receiving it. Im told Im on a list to receive the item, but they dont know what place I am on that list. They said its telling them its arriving June 2023, but they dont know if itll arrive then. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/16/2023

  Email was sent on April 12th to the email listed in the order of customer.  Options were given to move forward by choosing a new set for the nursery or to wait for the original dresser ordered.  (TW)

  Customer Answer

  Date: 04/17/2023

   
  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:04/08/2023

  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.

  Date of Transaction: 9/3/22 Amount of Money Paid: $4913.41 Business Committed to Provide: AXIS 3 Piece sectional sofa in **** Cement Fabric, Hickory Finish with warehouse delivery with an ETA of Early January.Nature of Dispute: we were told at most our order would take 26 weeks. We are now 30 weeks since our order date, and have been told for the last 8 weeks that our order is in transit from the manufacturer warehouse to the delivery warehouse. We have been told this is from their facility in ************** to a delivery facility in ******, **. We have confirmed the couch is completed and not lost with C&B customer service. Our ETA continues to be pushed out on their website. We have called and spoken to multiple people in customer service. One associate has been thorough in her response and follow up to us, but any time we talk to a manager they promise to open additional tickets, call the warehouse and call us back and we have yet to receive a return call. At this point we are out over $4900 and have no couch.Has the business resolved the problem? On our first phone call crate and barrel waived our delivery charge of $195 and gave us a $225 gift card after several more phone calls. Otherwise, we have paid for something we are not in possession of. We continue to get no specific answers on the whereabouts of our couch or when we can expect delivery. Order Number: **********

  Business Response

  Date: 04/12/2023

  We apologize for the delay on the customer's order, as we know how frustrating these delays can be. These delays are due to raw material and production delays due to global supply chain issues. Our leadership team has let us know that they are currently in close contact with the customer regarding this matter. The customer's merchandise has been received and checked in at our warehouse, and delivery has been scheduled with the customer. (AW)

  Customer Answer

  Date: 04/13/2023

   
  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:04/06/2023

  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# ***********. The ***** Natural Solid ************** purchase was made on 10/18/2022 for $1359. The delivery was made on 2/22/23 and the dimensions for the mattress opening, as specified on their website (link below), were inconsistent with the delivered item by close to half an inch, which does not allow for the mattress to properly fit. I emailed a video and photos to illustrate the issue. On 2/26/23, the customer service person stated via text, "I am sorry that you are not 100% satisfied with your ***** bed. The measurement difference that you described is somewhat normal as these measurements are never exact edge to edge. There are industry variances considered "normal" and acceptable in both furniture and mattresses. In this case, this is considered normal and acceptable. In addition, wood does fluctuate with temperature. As far as next steps, I am fearful a replacement would result in the same outcome. A replacement was delivered on 4/5/23 and had the same narrow opening. I provided photos and measurements. Her email response: "I understand that the mattress insert measurement is one of your primary concerns, however, the measurement does follow the industry standard for bench made variance allowances for mass produced furniture. I have been informed this measurement can vary as much as 2-3 inches. This has been confirmed several times by our leadership team. Unfortunately, we are not able to make a custom request of the manufacturer to any particular specifications.I feel that the company has misled me and other consumers as the mattress is a standard size. I have requested that they deliver a bed that meets the specifications.*********************************************************************************

  Business Response

  Date: 04/07/2023

  We are sorry for the experience with the ***** bed and mattress fit.  We are working with the customer closely on this.  Both an associate as well as a manager have been in contact with the customer.  We have offered an explanation as well as resolution options.  We are happy to assist in providing photos for approval for a new delivery that will include the measurements.  We are also happy to assist in choosing a different collection with the customer that will fit the mattress. (TW)

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19904094
  
  I am rejecting this response because they have specified the dimensions on their website and the mattress opening is not the same (reference attached). They do not disclose that there are industry variances on their website, therefore I and other consumers are being misled. None of the resolutions they have offered are acceptable to me, especially given the other issues I have also had, which is well documented and acknowledged by Crate & Barrel. At this point, I expect them to deliver exactly what is specified and nothing less.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  We are sorry that there is still an issue with the measurements on the bed ordered.  Each situation for other items and orders has been addressed and resolved with the customer.  In regards to the bed in question, we have an associate and manager working with the warehouse to pull two beds and provide the measurements as well as photos to the customer for approval.  We understand that the customer feels that the measurements are misleading.  We have taken photos of each bed returned with a standard sized mattress and the mattress fits in each of the beds.  (TW)

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19904094
  
  I am rejecting this response because the merchant has not committed to delivering the item with the specifications noted on their website. Their lastest response from 4/11/23 stated, "I appreciate your reply and understand the importance of the measurement and dimension issues with this bed. We are working with the warehouse as ******* mentioned to ensure we have one that will be as close to the measurements as listed on the website." If a sofa or chair had a size variance of an inch, that would not be as big of an issue, however a mattress opening cannot be smaller than the specifications. I have provided photos that the mattress has not fit properly in the past two delivered items and "as close to the measurements as possible" is still not going to be acceptable. It is a simple request - deliver the item as specified. And, without any visible markings/ scratches, of which 10 of the 20 items we ordered have been delivered with these types of issues.
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:04/06/2023

  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.

  Hi, I made a purchase for the ****** II Slipcovered Sectional in the Solana, Dune fabric on the 15th of October 2022. The total cost of this order was $3,348.00. When I placed this order, I was informed that the items estimated delivery was in January. In December, the week before Christmas, I received a message stating that the delivery date was still January and my order was in preparation. Well, January came and went without any updates for the sectional. It wasn't until, I contacted them in February, saying that I never received my sectional, and the estimated delivery date was still January they realized something was wrong and updated the delivery date to February, then it was updated to March, now it's **** but the couch is still not in production. I've asked what is going on, but no one can tell me, and no one gives me a legitimate delivery date. I am just continuously told, oh well we aren't sure we need to check, and we will get back to you in 24 hours, but they have no additional answers or information, but they can't cancel the order because it's a customer order even though they haven't even started production yet. I don't even believe I will receive the couch in May and have no updates from them with any useful information.

  Business Response

  Date: 04/07/2023

  We are sorry to hear about the experience you are having with your ****** sectional order.  There are many reasons delays happen and we do our best to update our customers on these delays as they happen.  We are keeping in touch and will update you when your sectional arrives to schedule the delivery at your convenience. (TW)

• Initial Complaint

  Date:04/04/2023

  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.

  product issue and price unauthorized charges and refund issue.I purchased the 4 piece Axis sectional that took almost a year to be delivered. It was too big and I requested a smaller version, which they ordered the replacement for. Was told there is no charge for replacements, but I was charged for the new pieces and told it would take about 4-5 months to receive. After about a month, we decided to keep the pieces we have. I emailed them multiple times to cancel the order and also asked about the product failure for the corner piece. I finally called to discuss the cancellation and that the wedge piece is very poorly made and has practically fallen apart after only a few weeks. I received an email asking for pics of the wedge. After sending the pics they ordered a replacement piece. Originally I was told they had to replace the entire sectional because of the color lots. When they replaced the wedge now told I only need to replace the wedge and the color lots will match even if it is a different batch. They again charged me for the replacement. When I asked about the charge on my credit card, told they don't charge for replacements. 27 emails, and multiple calls later. I still have not been refunded for the $853,52. I have a poorly made sectional that I paid over $6000 for, because I believed the C&B had a good reputation, but that has been proven false. I am still waiting for the refund, each email and call, I have to start over explaining the issue, and am told it has to be reviewed or sent to a supervisor, but then it is not resolved. I have emailed them a copy of the credit card bill showing the charge, because they insist they don't charge for replacements. months of dealing with multiple issues and still no resolution.

  Business Response

  Date: 04/11/2023

  We sincerely apologize for the issues the customer has experienced with their order. When the original sectional arrived with damage, the customer chose to move forward with purchasing a smaller sectional instead of getting a replacement, which caused the charges in question. We apologize for any miscommunication by our team regarding the charges when the new sectional was added to the order. When the decision was made to cancel the new sectional, and to move forward with the replacement of the damaged piece, the customer was refunded in full for the charges made towards the smaller sectional, and the order total is currently balanced back to the original amount paid for the original merchandise. We have left several messages with the customer regarding this matter, and have sent an email listing the breakdown of the charges and credits on their order. For the charge in question, the refund of this was included and processed between two credits which were submitted back to the customer. First credit was issued on February 28, 2023 and the second credit happened on March 2, 2023. We would be more than happy to further discuss additional compensation as an apology for the issues the customer has experienced once we have successful delivery of the replacement piece. By waiting until we have successful delivery we would then be able to take into account all the issues the customer has experienced.  (AW)

• Initial Complaint

  Date:04/03/2023

  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 on February 1 for a piece of $2,000+ furniture with Crate and Barrel with a delivery window of **** weeks. This would put delivery at end of April at the latest.I received an email last week stating the new delivery time frame would be in July -- this is a full 12+ week difference (or TWICE the originally stated delivery time). I understand supply chains are fickle, but making an estimate that is off by 100% is just unacceptable. I have a number of trips planned during July which, I'm sure, will make receiving this piece next to impossible - I would have been mindful of this if I had known that the delivery window would DOUBLE in length. It feels like Crate and Barrel wanted to take my money with overly-optimistic delivery windows and now I have no recourse but to wait for this god-forsaken piece of furniture, at the whims of this giant corporation. This reeks of an unethical business practice of INTENTIONALLY mis-communicating timelines to tie up peoples' money. I checked this item on their website today, and they are quoting a ***** week delivery window. Said another way, if I had simply not ordered 2 months ago in February, I could have ordered today and been in the same position in terms of delivery timelines? Make it make sense?

  Business Response

  Date: 04/05/2023

  We are sorry that there is a delay for your Willow *********** At the time of the order being placed, the information from the vendor producing the piece was estimating the availability in April.  The vendor updated us in March that the time frame for production of all the Willow ********** would be 12 to 14 weeks longer due to production time needed and for supplies.  This information was sent to the customer on March 25, 2023 via email and text.  We are sorry that this was not received.  We make sure to update our customers on the status of their orders as soon as the vendor updates us.  We are sorry for the inconvenience this is causing.  (TW)

• Initial Complaint

  Date:04/02/2023

  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.

  We purchased a $599 outdoor coffee table along with several other outdoor furniture items that were a part of the set. (Order number ********* SKU for Coffee Table: ******). When furniture was received, there was damage to multiple pieces. The items took a significant time for delivery, so instead of replacements, we agreed to a "final sale" discount with crate and barrel for the damage. The care instructions for the furniture highlight that it is subject to patina and that you should use a crate and barrel recommended furniture cover. We spent over $1,000 on C&B brand furniture covers and they did not work or stay on after numerous attempts, causing water to get inside and get on our new furniture. We returned the covers for this reason. Now, when trying to set up our furniture for the spring season, we noticed significant damage to both the coffee table and the sofa, minimal damage to the chair. We are willing to accept the damage on the sofa and chair, because we are able to cover it with cushions. We asked C&B for a replacement for the coffee table and were told this is normal patina and we should have expected to have to re condition the wood. The wear is so significant it will require an entire sand and stain job and it will no longer match the rest of the set. This damage does NOT qualify as normal patina. Since it was final sale, they are refusing to give a replacement. This final sale policy should be waived given the extent of damage and C&B customers should receive a more in-depth care pamphlet to be able to properly care for such expensive furniture so future customers do not have the same experience we have had. If we had known we would have had to refinish a $600 table within a year, we would have never accepted the final sale and we would have cared for the furniture differently. This is negligence on C&B for not properly advising customers, yet charging such a high price point for the products.

  Business Response

  Date: 04/05/2023

  We are sorry to hear about the change in patina of the Ashore pieces.  While we understand the frustration this causes, the final sale offer accepted was clear that the pieces could not be serviced in the future, returned, replaced, or further discounted.  Weathering happens to all wood pieces.  This occurs quickly in many areas of the country due to extreme temperatures.  The photos provided have been looked over by members of our escalated management team.  Several managers have spoken with the customers and explained why we can not replace the piece for them.  They received a significant discount to the piece when the final sale offer was accepted.  We are unable to service this piece due to the final sale policy.  (TW)

• Initial Complaint

  Date:04/01/2023

  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 ordered a sofa on 12/21/22 for $2000.00. For whatever reason, they want a deposit so I've already paid $1000.00. The time estimated was "late March". It is now April 1st and the representative on their online chat is telling me I am still in the delivery window......It is a different month now! Very disappointed in their lack of transparency.

  Business Response

  Date: 04/05/2023

  We are sorry to hear about the delay receiving your sofa.  We are tracking the item for you and will update you in the next 24 to 48 hours.  (TW)