Complaints

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

close

Find a Location

Crate & Barrel has 85 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/07/2023

  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.

  11-29-2022 authorized purchase, $1,963.53 (Not able to delivery due one of 5 furniture items out of stock)1-16-2023 authorized purchase, $1,479.58 (One of 5 furniture items arrived)1-17-2023, ready to delivery Failure to delivery 1-18-2023 ***** credited $654.36 for inconvenience service and waived $329.00 delivery fee Numbers of failure delivery scheduled dates 2-11-2023 ***** credited $465.75 for inconvenience service and waived delivery fees 2-2-2023 unauthorized charge by *****, $187.17 2-22-2023 unauthorized charge by *****, $272.65 2-22-2023 unauthorized charge by *****, $272.66 Continuing delivery failure to present, 3-7-23 They got full paid for my order, and failed to delivery to the freight forwarder that ship items to my home address in ******. The 30 days Freight Forwarder quote cost keep increasing because ***** failed to delivery on time for two months. And they never notified me my credit card was charged three times for total $732.48 (unauthorized) and they didn't credit all delivery fees on my account since they promised to waive these delivery fees for "inconvenience" ***** employees were not honest and not transparent about why these many scheduled delivery dates were failed. For example, employee said "all furniture items are ready to delivery to my freight forwarder location tomorrow." The all 5 furniture items were in ********** warehouse. Then next day, employee emailed me that one of my 5 furniture items was in Santa Fe warehouse and one won't delivered with other four items sometime. I asked how h*** one of 5 items ended up back to Santa Fe warehouse?! The freight forwarder recommended ***** to deliver until all can deliver at once, just to make sure I do not incur any storage fees, or new expensive quote for separate item. The cost effective is all items deliver at once. ***** employees are doing this patterns repeatedly. They got all paid from me, and didn't deliver my furniture items for 2 months, plus didn't credit delivery fees, and unauthorized $732.48 charges. I will add incur credit card interest fees, freight forwarder fees, etc. The question is they will never deliver my order to the freight forwarder to ship to my home address in ****** and stole all of my money?

  Business Response

  Date: 03/13/2023

  We offer our sincerest apologies to the customer for the experience they have had with their order. This matter has been escalated to a member of our leadership team. The team leader has let us know that she is actively working with the customer on the delivery issues, and is working to get the customer's order delivered without further delay. We are also reviewing the overcharge discrepancy the customer mentioned, and are working to get this matter resolved as quickly as possible for the customer

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19553369
  
  I am rejecting this response because: I dont want to work with ******** T the team leader anymore. She deceived me numerous of times. I want ********************* supervisor to take over my complaint. ****************** must out of picture. ****************** was manipulating amounts and order dates on my order account many times. She was the one who unauthorized charged of amounts to my credit card without my knowledge or my approval. She and her team deceived to me when they said $329.00 and $747.00 delivery fees will be waived or credit to my credit card, but they didnt. I have all email records. There were many discrepancies of amounts on my order account made by ************************************ T emailed me yesterday (March 13, 2023) and she said that she credited $272.65 on 2-22-2023 unauthorized charge by C & B, and $272.66 on 2-22-2023 unauthorized charge by C& B. She failed to address $187.17 on 2-2-2023 unauthorized charge by C & B, and she didnt credit $187.17 for unauthorized charge. ****************** failed to deliver my all 5 items to my freight forwarder since January to present (March 8, 2023). She knew my travel plans (vacation), I will not be home from March 20 to April 24, 2023. Thats mean C & B must deliver my all 5 items to freight forwarders location at once before March 8. Or after April 14, 2023 when I will be available to be present for freight forwarders delivery after April 24, 2023. See attached email from ****************** on March 10, 2023. She deceived me that she is scheduled all items to April 14, 2023, and did not disclose to me that she delivered 4 items without dresser on March 10, 2023! It made me so outrageous  when my freight forwarder notified me that my 4 items are delivered next day, March 11, 2023. I worked hard to make arrangements with ****************** since January because I never wanted all items to be separated to delivery to freight forwarder because the quotes keep increasing  every month when 30 day quote expires. And if ship all 5 items at once, the cost will be about $1,500.00 fee. If C & B delivery 4 items without dresser then freight forwarder ship 4 items to ******, then dresser is delivered to freight forwarder with new quote, and will charge me other about $1,500.00 fee to ship dresser! I dont want to pay double $1,500.00 fees! I am trying to hold of freight forwarder not to ship 4 items. It is huge frustrating nightmare for me! Also, freight forwarder notified me that C & B didnt packaged two items properly. They had to package two items and charged me extra $100.00. C & B told me that they will package all items before they delivery. But C & B didnt with two items.
  I want C&B to schedule delivery date much sooner than March 22, 2023. I hope freight forwarder didnt sail with 4 items yet. I want C & B to deliver dresser ASAP before too late. Very stressful for me to deal with ****************** and her team, and warehouse team. I was able to find one of my neighbors who is more than happy to help me with C & B problems. My neighbor will be there for freight forwarders delivery with 5 items when I am gone for my vacation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/18/2023

  We are so sorry about the experience you are having with this order.  We are currently in the process of reading through the communication with **.  Another manager is working on the order and is in contact with the customer.  (TW)

• Initial Complaint

  Date:03/06/2023

  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.

  My husband and I ordered the Peyton sofa back in August and we were told it would be ready at the end of January. Its now March and we havent been able to get ahold with anyone to get an answer or resolution.

  Business Response

  Date: 03/07/2023

  We are sorry to hear about the delays you are experiencing with the sofa and the lack of communication from us.  We have reached out to you via email for additional information to locate the order in question so we can assist you. (TW)

• Initial Complaint

  Date:03/05/2023

  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.

  Ordered a bed from C&B with a ~4 week delivery lead time. Within the first 2-3 weeks of ordering the shipment date has been pushed out to about 12 weeks from the time of ordering. My estimated arrival date is no different than what's quoted on the website for a new order of the same bed, so either a) I may as well not have ordered the bed at all or b) the estimated delivery date is worthless and can continue to slide. If it keeps moving out 2 weeks every two weeks, what is the point of providing the deposit for half the value of the order?Worse yet, there are other locations in the US where on the website it says the item is in stock for delivery. I understand that this is in a different region/warehouse, but C&B should not be able to hold customers' deposits for items that are clearly not yet in production while at the same time selling that same item out of existing stock to other customers.

  Business Response

  Date: 03/07/2023

  We are sorry for the frustration the delay of your bed is causing.  We understand the inconvenience and are happy to assist.  We have reached out to you via email to discuss the options. (TW)

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19543960
  
  I am rejecting this response because: resolution is still open / ongoing although it is progressing. I can close once it is confirmed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/17/2023

  Thank you for the feedback.  We are closely monitoring the status of your bed and updating you weekly.  We remain committed in providing a resolution for the delay with your bed. (TW)

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19543960
  
  I am rejecting this response because: have discussed resolution with vendor but still outstanding and won't be closed until the item is delivered - expected mid-May.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/04/2023

  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 dining table from CB2 in December 2021 with a projected delivery date in May of 2022. I thought it was a while to wait, but with Covid delaying delivery times and how beautiful the table was I was willing to wait. My delivery date finally rolls around and the morning of I receive a phone call from the warehouse saying the table was not up to their standards and it was not going to be delivered that day and they put a new projected delivery date as November 2022. Although I was disappointed, I was willing to wait as it would take just as long if I were to cancel that order and order from anywhere else.. November rolls around and my order gets pushed to January, which is annoying, but after already waiting 11 months, whats the big deal about another two. January 2023 rolls around and I was scheduled three times to have it delivered. The first time I never even received a call from the warehouse saying the table wasn't going to be delivered after it had been confirmed 48 hours prior, and I waited all day just to have to call them to be told it never arrived in their warehouse (even though I had been told it was there when they called to confirm a delivery time. The next 2 times it never arrived in the warehouse. I went through this once in February and then today (March 4, 2023) The table finally arrived, but when I opened the door to the delivery team, I was informed that the table had stains on it and was that they had been told I was called by a warehouse employee who informed me of the stains and sent me photos and that I still approved the delivery, which is 100% false. I obviously denied the delivery because after waiting for over 14 months I want the table to be as close to perfect as possible. I'm now being told that the table won't be arriving until June of 2023, which is outrageous especially because customers who have ordered long after I have are receiving their orders.

  Business Response

  Date: 03/07/2023

  We are sorry for the inconvenience the delays as well as the damaged table has been for you.  A new table is showing estimated availability of mid April.  A member of our management team is taking care of the order and will update you once it arrive. (TW)

• Initial Complaint

  Date:03/03/2023

  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 (*********) with Crate and Barrel on February 1, 2023, and received an email on February 18, 2023 and February 21, 2023 advising me that it was time to schedule my delivery. When I initially clicked the link provided in the emails above, I was able to select days for the delivery; however, I did not select a day at that time as I had to confirm my availability. When I returned to the link to schedule a day, I was unable to schedule my delivery and directed to call customer service. Unfortunately, I was told that I could not schedule delivery because the complete item is not available.

  Business Response

  Date: 03/07/2023

  We sincerely apologize for the issues the customer has experienced with their order. Due to a system error, the customer was incorrectly notified that their order was ready to be scheduled. We are still waiting for one part of the customer's bed, and have spoken with the customer regarding this matter. As an apology for this inconvenience we credited the customer the delivery fee on the order. (AW)

• Initial Complaint

  Date:02/28/2023

  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.

  This is regarding a purchase I made at Crate & Barrel as a new customer, Order #************ 1/**/**, I placed an order for an "Edge Arch Medicine Cabinet" listed at $379. I decided to trade in my **************** points in exchange for a $250 Crate & Barrel gift card on the same day to help offset the cost. The eGift Card is *******************, Pin: **** On 1/22/23, I noticed that my order has been backordered until late March. Frustrated at the delay, I reached out to Crate & Barrel via chat to discuss options for refund. ************* ******************* said that my credit card was never charged since the item never got shipped, however, my eGift Card was charged (strange). She emailed me a copy of that invoice. I asked for a refund back on the same eGift Card because that's the only way I can work with AMEX to switch my points onto another vendor, as I do not want to purchase anything else from Crate & Barrel. After an hour-long chat and waiting for ********** to discuss this issue with her supervisor, she said that Crate & Barrel will be mailing me a check for $250. This was an ideal solution that was proposed by her, and I was very pleased and agreed.On 2/20/23, I received a Crate and Barrel gift card for $250 in the mail instead of a check for $250 as promised. I contacted customer service again and spoke with another rep, who assured me for the second time - that a check will be cut and mailed to me as this was the agreed upon solution. That evening, Crate and Barrel emailed me and said unfortunately a check cannot be issued to me after all and that I must accept the refund via the new gift card that was mailed to me. I asked them again to at least refund the $250 back to the original eGift Card - they refused. I asked for transcripts of those chats - they refused. Now I am stuck with a $250 Crate & Barrel gift card after dealing with a bunch of unprofessional services, so much time wasted, inconsistent responses, and feeling like I got robbed of $250!

  Business Response

  Date: 03/02/2023

  We are sorry for the inconvenience and frustration as a new customer for your experience.  We understand the concern.  When a gift card is used in an order for payment, it is not possible to add funds back to it as we were not the issuing store for the gift card.  Amex issued the gift card.  We have no ability to reverse the funds.  We are looking into the the check option that was mentioned with our financial team. We will reply within the next 24 to 48 hours. (TW)

• Initial Complaint

  Date:02/28/2023

  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 TON of items from here, 5 of which were missing, 4 plates and a knife. I contact crate, return the remaining, out of all the items, i have only been refunded a kitchen aid bowl, i am now still out almost $800, this has been going on 2 months now. I am told they're looking into it, never go, i have called, chatted, texted, etc, NO follow **** no answers. ********* spoke with me last and essentially she told me, "the warehouse hasn't gotten back to her, so there is nothing she can do", this has been the same story for months now, I AM SO UPSET.

  Business Response

  Date: 03/02/2023

  We are sorry for the frustration regarding the return of your items.  A supervisor is looking into the matter and will reply back to the customer in 24 to 48 hours.  The customer was informed about the supervisor looking into the return and the time frame to respond back to her. (TW)

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19514972
  
  I am rejecting this response because:

  i am still waiting on my refund
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/09/2023

  We processed the refund three days ago.  We have informed the customer that it can take up to seven business days to see the refund on her credit statement.  A supervisor reached out via email to confirm the refund processed. (TW)

  Customer Answer

  Date: 03/14/2023

   
  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:02/28/2023

  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 actually filed a BBB complaint on Dec 13. Quick rundown of the situation:-Ordered furniture -Furniture was delivered, but parts were missing -In addition, we didn't notice the damage to the furniture until delivery people left -A service call was put in place to get all the missing parts and have them installed -Service call was cancelled. Replacement wouldn't be until March. So we agreed on return and refund.-Delivery company knocked over the furniture during pickup, causing damage to our dining room table, chair, Next thermostat, and a hole in our dryall.-After filing BBB complain ********, they were quicker to respond.-Delivery company sent a check of around $450, but they voided the check before we could deposit because they thought we were going to have them repair the damage.-We opted to take the check instead.-Delivery service has repeatedly stated they'll send another check out.We have not received a replacement check.

  Business Response

  Date: 03/01/2023

  We sincerely apologize for the issues the customer has had with getting the refund from our delivery company for the property damage caused by the delivery company. We have reached out to our delivery company regarding this matter, and they informed us that the original check was voided as the customer claimed non-delivery of the check, and a new check was issued on January 30, 2023. Since the replacement check has not yet been received by the customer, our delivery team advised that they are working with the customer on a resolution to get the refund handled and resolved as quickly as possible. (AW)

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19512929
  
  I am rejecting this response because:
  
  ****** from ******* White ***** is the person I've been in contact with. They have attempted to send it out several times according to ******, not just the 30th. Nothing has ever arrived. Yesterday, he texted me. Supposedly, he has personally put the check in the mail himself this time instead of relying on his staff. We'll see what happens. This has not gone well, from start to finish. It's bordering on either criminal or comedy.
  
  It's also shameful that Crate and Barrel forces the customer to do this dance with these contracted delivery companies. Crate and Barrel should take care of any cash disbursements with the customer directly, and then settle with the local delivery company on their own. That's exactly what one of your major competitor does. Another major competitor of yours does their own delivery, so you never deal with some awful third party.
  
  Sincerely,
  
  ********

  Business Response

  Date: 03/08/2023

  We sincerely apologize again for the frustrations the customer has experienced with the reimbursement from our delivery company. Our delivery company has advised us that the reimbursement check that was issued by their insurance company was cashed by the customer on March 6, 2023.

  
  With our agreement with the delivery companies, the delivery companies are liable and responsible for property damage done to our customers' homes. When property damage issues arise, we partner closely with the delivery company to make sure these matters are resolved quickly. We are very sorry that this issue took longer than expected to get resolved. When the customer stated non-delivery of the first check, the delivery company offered other reimbursement options to get the funds transferred quickly, but the customer refused these options as they preferred a check reimbursement. Since the customer preferred a check reimbursement, it took longer as a new check had to be issued and mailed to the customer. (AW) 
  

  
  

• Initial Complaint

  Date:02/25/2023

  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 eight dining room chairs the first week of January which were advertised to be available for delivery in mid March. I paid **** for the chairs and an additional 250 for the shipping. I just got an email that the chairs will not arrive until mid May. It is unacceptable to charge customers in advance and to charge 250 for shipping and then not come through. I have zero confidence that these items will actually arrive by mid May instead of just being delayed again. I wish I had gone with another company It is unacceptable to blame this on a pandemic or global supply chain issues three years in.

  Business Response

  Date: 02/28/2023

  We sincerely apologize for the extended delay on the customer's order. These delays are due to raw material and production delays due to global supply chain issues. We have waived the delivery fee on the order as a gesture of apology for the extended delay. We also would be more than happy to discuss further compensation for the delay following the successful delivery of the merchandise. (AW)

• Initial Complaint

  Date:02/25/2023

  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 at Crate and Barrel on October 4th. I was told because it was custom it would be delivered around Christmas. When the sale was being rung up, another sales person said it might be available by Christmas but more likely early January. We were waiting for the couch and in late December got an email saying that the couch was delayed but would be on schedule for late January. Around January 15th we called C&B and were told it would be the .ast ten days of the month. End of January and no couch so we went to the store of purchase and asked them to do something..... We were told by the department manager that it would probably be the middle of March for delivery of the couch but that we could sit down with a salesperson and see if we could find something in stock as a substitute. We went through current stock with the person and there was nothing suitable available. I then asked to just cancel the order since the couch had not been built yet and was told that they couldn't do anything without corporate OK but that he would be in touch with me. Several days later, no call just an email from c&b stating it would be mid March for delivery. This evening, I got another company email that the new estimated delivery would be **** This is absolutely ridiculous. I just want to cancel so we can buy a couch. I keep getting told is the Global supply chain yet I get deliveries on other items ordered from different companies. C&B ORDER NUMBER ***********. They have my deposit of *******

  Business Response

  Date: 03/02/2023

  We have reached out to the customer giving detailed information regarding the additional compensation applied to the total of amount of the order, not the remaining balance.  They have been informed that we can discuss further compensation once we can successfully deliver their item to them.  We also have a dedicated person watching the order and providing updates to the customer about the status on their item.  CB2 remains cooperative in getting this resolved for the customer.  (TW)