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

• 

  Crate & Barrel

  The Westchester Mall White Plains, NY 10601

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:02/03/2023

  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.

  On January 4, 2023, a bed I ordered and paid for with Crate and Barrel was delivered. During the delivery, the 3rd party delivery company Fidelitone, damaged my paver driveway and curb of my 4 month new home. This happened because of a hydraulic leak the truck had. The driver acknowledged this and I immediately called and spoke to *****, general manager at Crate and Barrel. ***********************, supervisor has followed up. She issued me a partial credit on the bed and the ****** bench which was supposed to be delivered as well, but was not.From there, she said I have to deal with ********** who would call to set up an appointment to deal with the damages. It has been 1 week since the damaged happened and even though **** sends reminders, I do not receive a call to resolve this issue. I paid Crate and Barrel, not Fidelitone and they are the merchant who should handle this to resolution. I should not be put out like this as I am a long standing purchaser with Crate and Barrel. I am requesting a full refund for the amount of the Bed and the bench from Crate and Barrel and I will consider this matter resolved. I will take care of getting the pavers replaced as well as have to look at the damaged cement curb as it can not be fixed per the director of construction for this community. Crate and Barrel can then pursue getting reimbursed from their delivery company. I do not have a relationship with their sub contractor and that is their responsibility.

  Business Response

  Date: 02/18/2023

  We are sorry to hear about the experience with the delivery on January 4, 2023.  We are committed to resolving the damage caused by the delivery company.  Our Property Claims manager has been informed that no follow up has occurred.  Please allow up to 72 hours for a reply regarding this matter. (TW)

• Initial Complaint

  Date:01/30/2023

  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.

  Im a long time customer of **********************. I registered for my wedding at the Wilmettte store in ****. I still have those dishes. Ive furnished six houses using a lot of Crate and Barrel furniture and was planning on furnishing the seventh house in ************ from Crate and Barrel. This very large purchase has been a mess! Our salesperson, *************************** in the Mayfair (*********) store, has done a marvelous job; none of this has been his fault. He knows the products, has excellent design skills and has the patience of a saint. The problems have arisen with the delivery system and the warehouses. One hand does not know what the other hand is doing. We placed our order August 27 (***********) for the majority of the items and then added a few items(60234496797). We paid in full $13,146.97 October 10, 2022. We were told the furniture would be available the 1st of December. We put the phone number of our caretaker, *****, on the order as well as. My phone number-************. When we arrived in Longboat. On December 29, we checked in with ***** to have our furniture delivered. That was when discovered the glass top for the Emma ***** was not available. We were sent an email offering us $500 off the ***** and we could find our own glass. Luckily ***** found a glass top in the ********** warehouse and we set a delivery date for everything but the glass top and one lamp for ******* 13.We had rugs being delivered so we tore apart three king size mattresses and box springs, washed the floors and carried one rug downstairs. I received three emails and three automated phone calls confirming the delivery. The driver called *****, didnt call me and turned around and went back to *****. Multiple calls to the 800# customer service line, set up a delivery for ******* 21. I called the customer service line to confirm on Tuesday and was told everything would be delivered. ******* 21 the truck delivered furniture and rugs but were missing four pieces.

  Business Response

  Date: 02/01/2023

  We apologize for the continued delays and frustrating experience this customer has had in regards to the delivery of their order. Our delivery team is working as quickly as possible to make sure all items are delivered in a timely fashion. Unfortunately they were not able to make delivery of the entire order as of yet due to shipping delays in transferring the furniture from our regional distribution center to the local delivery location. We do have the remaining items scheduled for delivery within the next few days. As a gesture of apology, all the delivery fees on the order have been waived. We would also be happy to further discuss further compensation for the delays once the customer has had successful delivery of the remaining items on their order. -AW

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18943175
  
  I am rejecting this response because: There were no delivery fees!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2023

  We sincerely apologize for the frustrating experience the customer has had with the delivery of their order. We have been in contact with the customer regarding this matter, and are working towards a resolution. - AW

  Customer Answer

  Date: 02/16/2023

   
  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:01/29/2023

  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.

  On 9/10/21 I placed an Order (number ***********) for dinnerware for 8 including plates (dinner and salad), bowls (cereal and salad), and mugs. In total, I spent ****** on this set. They are advertised as Microwave and Dishwasher safe. Over the past several months, 9 of the pieces cracked or broke completely when being heated. I contacted **************** via chat regarding the products as there is clearly a defect or something wrong that is causing them crack. Create and Barrel would not refund the order fully to allow me to purchase new dishes. They merely credited me for the 9 items which broke and not even at the value for which I paid for those dishes.

  Business Response

  Date: 02/02/2023

  Thank you for bringing this to our attention.  We have responded via email that we would be happy to have the dinnerware sent back to ** and refunded for store credit.  Or we can offer assistance in replacing the broken pieces with a discount.

  The refund made for the broken nine items was for the amount that was paid for each piece in the order.  (TW)

• Initial Complaint

  Date:01/28/2023

  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.

  Placed/paid for an order for an item on September 6, 2022. Item was supposed to be delivered in October. In November I received an update that the order was delayed until early January. I paid for the item, and a delivery fee of $119. I never heard from Crate & Barrel again in regards to this order, so I contacted them today, January 28, 2023 for an update. Today they informed me that the item I was waiting on is no longer available. They were not going to refund me or the delivery, even though the item wasn't available. It's unacceptable for a business to hold my money for 5 months without update.

  Business Response

  Date: 01/31/2023

  We understand the customer's frustration and disappointment to be notified that an item is no longer available. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We have credited the order back in the form of a check at the customer's request. (DW)

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18943176
  
  I am rejecting this response because: last update provided to me was in November of 2022 with an expected delivery date of early January. The business made no attempt to update me when we passed beginning January or middle of January. I had to contact them for an update. This is unacceptable- and these covid 19 excuses are long passed. If you cant fulfill your obligations to a customer you owe them the respect and responsibility of a PROACTIVE update. Holding a customers money - well past the delivery date is inexcusable. But as long as retailers can claim supply issues - there will be zero accountability. Its pathetic.

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

  Business Response

  Date: 05/03/2023

  Was refunded by ************** for the rug.

• Initial Complaint

  Date:01/27/2023

  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 6 Juni Chairs in August ***** # *********** i paid in full at that time. They were scheduled for delivery end of December. Crate canceled that delivery. They have since then repeatedly scheduled and canceled the delivery 4 times. I was most recently told I would have the chairs on 1/31. I just got a call from CBs delivery company informing me that they only have 3 chairs to deliver at this time. We have been going around in circles on this issue for many weeks now, without answers or a resolution. *** spent many hours of my valuable time on calls with customer service, gone to the store multiple times, and have been fed a host of excuses as to why I still dont have chairs that I ordered and paid for in full in August. Those excuses include: that there are issues with the manufacturer in *****, that they are at the ** warehouse, that they dont fit on the truck, and many more. All 6 were supposed to be delivered in December, but CB canceled that delivery and every scheduled delivery for this item since then without legitimate reason. I was also repeatedly told that CB is working on it and someone would get back to me with answers-that also has not happened. Ive been the one to have to follow up over and over. Its now almost February and ** told, that Im only getting 3 of 6, and CB has absolutely no idea when I can expect the remaining 3. The lack of answers and lack of product is extremely frustrating and unacceptable. I paid in full over 1k for these chairs. They are not a custom order. I want my product. CB needs to stop taking customers money and leaving people without furniture and without answers for months on end.

  Business Response

  Date: 01/31/2023

  We understand the customer's frustration and disappointment to be notified of an additional delay on the order. Please know that we are doing our best to keep customers informed of any changes in the expected arrival of their backordered products. These are certainly challenging times. Our current global pandemic continues to affect the availability and sourcing of material, production delays due to social distancing and reduced staffing, transportation delays and lack of availability of shipping containers. All of these can affect the expected arrival of imported products. Our vendors are working hard under the conditions to keep up with demands and provide updates based on current supply chain expectations. We appreciate the continued patience of our customers during this unprecedented time. Once there is a successful delivery we will offer compensation in the form of a gift card due to the extended delays. (DW) 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18939914
  
  I am rejecting this response because it a for response than does nothing more than try to shift the blame. Thats all Ive been hearing since August. CB refuses to actually do anything to fulfill its contractual end of the bargain when making a sale. Stringing customers along with apologies and empty promises is not acceptable. I have purchased furniture from a host of companies since the pandemic and Cb is the only one with such absurd delay times. I want what I paid for 7 months ago. Thats the only acceptable solution, not a form response to the complaint 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/03/2023

  Was refunded for the Juni chairs on 2/7/23 via *** from store 801

• Initial Complaint

  Date:01/26/2023

  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 ******* mattress from Crate & Barrel about 7 years ago, but noticed the mattress on one side was starting to sag, from year 1. It has not gotten worse, and I contacted Crate & Barrel on October 13, 2022. I followed the rules that were sent to be by a customer service representative, which included a photos of the mattress, bed which is a Crate and Barrel Forsyth, and photos of the mattress sagging. I have contacted the representative 3 or 4 times and nothing is happening to have the mattress inspected by the manufacturer. **************** representative states the manufacturer does not respond. At this point I feel like Crate & Barrell should do something to take care of this.

  Business Response

  Date: 01/31/2023

  Crate and Barrel return policy for furniture is 30 days, unfortunately seven years is past the time frame. For assistance with the warranty on any ******* mattress purchase, our customer will need the original receipt, and follow the instructions for a new claim at: **********************************. We will be happy to offer a promotion code to our customers email address for a future purchase. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18905451
  
  I am rejecting this response because:

  I followed the directions on the manufacturer mattress warranty card, which states to contact the retail store were we purchased the mattress. So we contact the retailer, which was Crate & Barrel and the Representative stated he would contact the manufacturer. We checked in with the C&B Representative 3 times and to this day we have no answer.     Like I stated originally, we contacted Crate & Barrel in October 2022 and to this day have not had a response from the manufacturer and the Crate & Barrel does nothing to fix this. At some point Crate & Barrel needs to take some responsibility for this, since they sell this product. Very poor customer service. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2023

  Customer was reaching out about a 7 y/o mattress.  ***** replied to BBB on 1/31/23: 
  Crate and Barrel return policy for furniture is 30 days, unfortunately seven years is past the time frame. For assistance with the warranty on any ******* mattress purchase, our customer will need the original receipt, and follow the instructions for a new claim at: **********************************. We will be happy to offer a promotion code to our customers email address for a future purchase. 

• Initial Complaint

  Date:01/25/2023

  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.

  I purchased the ********************* last year and it's terrible quality. It's hard, uncomfortable and basically unusable as a sofa or a sleeper and it's only a year old. It never was the most comfortable but I thought it was just a little stiff because it was new (that's how all of my other sofas are). They don't accept returns after 30 days so I am stuck with an expensive piece of junk. I don't even know if I can give it away at this point. It's really bad. I am so disappointed.I have spent thousands on furniture from this company but I don't know if I can continue to be a customer. I am hoping there is a resolution here.

  Business Response

  Date: 01/26/2023

  I have reached out to the customer with a couple options that we can assist with.  We are happy to stand by our products and wish for the customer to happy with her purchase. (TW)

  Customer Answer

  Date: 02/02/2023

   
  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:01/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Peyton sofa was delivered from Crate and Barrel in August 2022. We have been mostly happy with it except in one spot, the sofa squeaks loudly when you sit there. My husband and I are in our 50s with no kids at home, so it is not due to anything other than our simply sitting in the spot. I called Crate and Barrel to see if they could send someone out to take a look at it, but they said they wouldnt. Very upsetting since the sofa is so new and we plan to keep it for years. But it makes an embarrassing sound anytime someone sits down on the one section of the sofa.

  Business Response

  Date: 01/26/2023

  We sincerely apologize for the issues the customer has experienced with their sofa. We have been in touch with the customer regarding this matter, and are working towards a resolution. - AW

  Customer Answer

  Date: 01/27/2023

   
  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:01/23/2023

  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.

  Today I was shopping at C&B @ Southpoint Mall and ******* and another Spanish looking female passed me twice. Neither of them asked if I needed assistance. It was as if I was not there.As I continued to shop I stopped at a lamp with a black shade hanging over a couch, which was not far from the customer service desk. I noticed that ******* and the female were chit chatting at the desk. After their conversation, they passed me again and as soon as they passed ******* asked the white couple, who were sitting across from me, if they needed assistance. I then stated to ******* "You just passed me and failed to to ask if I needed assistance." ******* responded "I did not see you" later asking "can she help me." I then told her "no." Please note: I am wearing a golden bronze stylish cap, a burgandy jersey with white lettering, a light pair of jeans, and gray UGGS. Really?After I finished shopping in the store, I went to the counter and asked for a supervisor and a black female stated that "she was one of the managers." Expressed my concerns and how it made me feel disrespected, especially when ******* stated "she did not see me standing there." The manager stated that "this is something C&B does not tolerate as they value their customers". I informed the "manager" that I beg to differ as this is not the first or second time this has happened. On one occasion I entered C&B before a white couple entered behind me. A white sales associate, who was standing near the door, bypassed me and went up to the couple entering after me and asked if they needed assistance. As far as I can tell, C&B employees show a lack of respect to African Americans, as again this has happened to me on more than one occasion. I am very disappointed at the rude treatment received today, as it brings back memories of how I, as well as probably others, have been treated in the past. I am hoping my feedback will give insight to other shoppers.

  Business Response

  Date: 01/25/2023

  We sincerely apologize for the experience the customer had at one of our store locations, and we wanted to thank them for bringing this to our attention. We take these situations seriously, and will share this experience with the store and area managers so that this can be addressed. -AW

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18885327
  
  I am rejecting this response because:  This has happened on more than two occasions.  One particular time I actually spoke with a supervisor of the store who stated that "she was sorry that I felt that way."  Really?  Again, this is no excuse.  African Americans, as well as other races, should be treated the same as Caucasians when visiting the store no matter if "your salespersons" feel that "we" don't have money to spend in your store or that giving assistance to other races are not warranted."  Evidently whatever discussions you are having with your employees are not working.  Makes no sense to me how people are treated differently.  I shop in your story quite often only because I like the merchandise Crate has to offer.  i will continue filing my concerns on BBB for everyone to see  if this is issue is not resolved.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/31/2023

  We offer our deepest apologies again for the experience this customer had with our associates at one of our store locations. We do take these matters very seriously, and this issue has been escalated to the area manager for further action. The Area Manager has advised that they are reaching out to the customer to discuss this issue with them directly. -AW

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18885327
  
  I am rejecting this response because:  I have not been contacted by the manager to address my concern.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  We sincerely apologize for the delay in resolving this matter. Our Area Manager has been in contact with the customer, and is working towards a resolution. - AW

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18885327
  
  I am rejecting this response because:  the manager of the store called, I assume that is who she was,  left a VM on Friday of last week that she would contact me on Monday of this week.  Today is Wednesday and have not received a returned call yet.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2023

  We sincerely apologize again for the delay in resolving this matter. Our Area Manager has let us know that they are working with the store regarding the matter which the customer has brought to our attention, and has let us know that they have been in contact with the customer regarding this.

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 18885327
  
  I am rejecting this response because: I have not heard from the store manager over the phone.  If I could have rated them a zero I would as they do not deserve a star.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/02/2023

  Our Area Manager ***** has advised us that she has spoken with the customer twice since this matter was brought to our attention. ***** advised that she also has reached out to the customer on several other occasions in which she left three voicemail messages and sent an email to the customer on February 10th with her contact information. (AW)

• Initial Complaint

  Date:01/21/2023

  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.

  Shady price practices at Crate and Barrel: this company seems to like to arbitrarily DOUBLE the price of their items (and with no excuse either) while also hoping you will not notice.Here's what happened:On January 3 I requested a quote for a sofa, armchair and ottoman. I was waiting for my new mastercard to arrive before I purchased it. On January 20 I called to make the order since I had just received the card. The customer service rep was reading out the prices of the same exact items and they had all literally doubled - she never even mentioned or acknowledged this on the call. I told her those weren't the prices I was quoted and forwarded the email I had got just 2 weeks before that. Today she called me and said "the quote was only good for the day". I said "well I wasn't expecting prices to literally double for every single item making the total go from just under 10k to almost 20k". She told me that the prices for those SKUs had been at the price I saw and was quoted for for ONE YEAR and they had just been changed on January 7. I asked "why would the prices literally double? why would I think that was going to happen?". Didn't get anything other than "if you still want to go through with the order".

  Business Response

  Date: 01/24/2023

  Crate and Barrel can honor the quote pricing from 12/28/2022 as a one time customer service gesture. Quoted orders pricing is generally only valid for twenty four hours.