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Business Profile

General Merchandise

Crate & Barrel

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Merchandise.

Complaints

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

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Crate & Barrel has 85 locations, listed below.

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    Customer Complaints Summary

    • 523 total complaints in the last 3 years.
    • 168 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/09/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We ordered the following item on Sept 19, 2021 - Queen *********** ****Lift Storage Bed Base Grey Faux Leather SKU ******* Today is Oct 9 ***** I believe we have been reasonably patient but it has been over a year and it still has not shipped. Tried contact customer support multiple times and was offered to have the shipping fee waived which appears to be a standard copy and paste response to people who were delayed for several weeks. However, it has been OVER a year. If we knew it would be this long we would not have ordered this product. We are still sleeping on the floor.

      Business Response

      Date: 10/12/2022

      We have looked into the order and the bed is estimated to become available in the next week.  We will be happy to discuss compensation for the delays and experience in receiving the bed once we make the successful delivery.  (TW)

    • Initial Complaint

      Date:10/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ***** Natural Storage Cabinet by ********************* from Crate and Barrel on July 31. The estimated arrival was "early August". I paid $2,109.86 for the cabinet including $249.00 in shipping fees. Since my purchase the cabinets arrival date keeps getting pushed back a couple weeks at a time. Now the estimated arrival is late October, but I have no expectations that that date will hold. I would like Crate and Barrel to remedy this situation and send me my cabinet as soon as possible. If it cannot be sent ASAP, then I believe Crate and Barrel should compensate me monetarily for the delay and continuing to string me along. I would never have purchased this piece if I had known it would take three months to get it.

      Business Response

      Date: 10/12/2022

      Delivery has been scheduled for the cabinet at this time.  Delivery fee has been refunded and compensation will be discussed once the successful delivery happens. (TW)

    • Initial Complaint

      Date:10/06/2022

      Type:Delivery Issues
      Status:
      Answered
      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 made an in store purchase from Crate & Barrel in ***** ** on May 27, 2022.I purchased IN STOCK furniture items that was supposed to be delivered to my home on July 2, 2022. I received two partial deliveries on July 18 and and August 12. As of today, October 6, I am still waiting on a ottoman and sofa cushions. I have been in touch via email and phone several times over the past month with no resolution or future delivery scheduled. Every person I talked to promised to get back with me but no one did. My last call was on September 9, talked to a manager named ********, but no solution, no response, no follow up, even though I was promised I will hear back soon. I would like to receive the items I purchased asap.

      Business Response

      Date: 10/11/2022

      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. We have replaced the cushion with an alternative cushion and waived all delivery fees. We have been in communication and will discuss compensation upon a successful delivery. DW)

    Crate & Barrel is NOT a BBB Accredited Business.

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