Crate & Barrel

Very nice display of all classic and trendy home items from kitchen to living room. Love to shop here!

A package was delivered to my home address and left outside of my delivery box. My neighbor was kind enough to put the box left on the step in my mail delivery box. The next day the delivery person went into my mailbox and took the package. Crate and Barrel customer service said they couldn't do anything. They basically said that they outsource delivery and wouldn't investigate the matter. They seem unconcerned about one of their delivery people illegally retrieving things from a residential mailbox without notifying the resident.

We purchased 4 of these chairs (new) for our dinette on 4/1/2021. After six months of use, the seats were sagging. I rotated the chairs monthly to reduce wear on any specific chair. The chairs are now sagging to the point where you can hardly eat at a dining table comfortably. My husband and I (not big people) are the only ones who use the chairs. I contacted Crate & Barrel on several occasions; finally, a "Design Expert" advised me that they had contacted the manufacturer and the manufacturer said this is normal wear... "leather sags". However, I dispute this claim as I have a Natuzzi couch and ottoman that are over 10 years old, used in our TV room daily, and do not sag! Crate & Barrel refuses to do anything. Let this be a warning to all: their furniture is sub-standard and they do not stand behind their warranty and claims.

Sir how expensive is that crate and barrel item? Oh sir as expensive as you want it to be. Today we have a 20% off sale making our products only 40% higher than made in china items at other stores

Yes, its expensive, but you get what you pay for. Cheap furniture is not well made, its not a difficult concept.

You dont have to buy the top of the line, just expect that it might not last as long. Service and delivery is exceptional.

Good luck!

They sent my items to the wrong address after I tried to correct it right after ordering. My items have arrived at the wrong address. They would not tell me if I will be reimbursed just said "we'll see." Not the first time I have had an awful customer experience with C&B.

Before I bought my couch, I read reviews about C&B customer service but unfortunately I did not listen. I want to warn anyone who is thinking of buying a sofa from C&B: DON'T DO IT! I went to the Pasadena store so I could work directly with a salesperson, decided on a light colored fabric, was a little nervous so I repeatedly asked (over the course of more than 2 hours) if the fabric would hold up. I was assured that I would have no issue with the fabric, and was told I could spill wine on it and there would be no problem.
Nothing was spilled on the couch, very, very light use for the 1st six months, however stains appeared. I was having company over, and was so embarrassed that I turned the cushion over and realized that the entire cushion was discolored. My house is very clean, but this still happened (see photo). Customer service said there was nothing they could do for me and told me to try having it cleaned by a professional. They took no responsibility for what I was told repeatedly in the store by their salesperson.
C&B responded saying this was unusual, but offered nothing to help.

My delivery was set for a Saturday, and the crew came on time. Unfortunately, they said they could not deliver my couch because our elevator was too small. The crew also said that they would need at least two more people (there were two crew members initially) in order to navigate the furniture up the stairs.

What I find most disappointing is that at a Crate & Barrel, you're used to receiving white glove service at the store. So I expected that someone from Crate & Barrel would have initiated the conversation about fit and sizing prior to delivery instead of discovering at that moment of delivery that it wouldn't work. Doesn't Crate & Barrel deliver hundreds of couches a week? Shouldn't Crate & Barrel be experts at delivering furniture? A quick Google search reveals that they have been in business since 1962. It's reasonable to assume that they would either ask for measurements ahead of time or have a database of neighborhoods, homes, and buildings they've delivered to before and ask the right questions ahead of the delivery date.

To make matters worse, I had to call Crate & Barrel three times to try and get traction. Each time they said that the delivery crew had yet to report back. They were not able to schedule re-delivery until the delivery crew reported back. At the same time, they will deliver your furniture on a Saturday. They won't do anything else, like, say, note that they were unable to deliver it.

For the furniture and delivery costs, I expect Crate & Barrel to secure measurements ahead of time and to react quickly to reschedule when furniture cannot be delivered. Crate & Barrel should be experts at furniture delivery, supply chains, manufacturing, etc.

Spoke with Luis M. From customer service about my package. He asked me to hold and keep me on the phone for 35 minutes without coming back to ask me to hold longer. Worst customer service! Worst part is he did not solve my problem. I will never shop at crate and barrel due to their bad customer service. I will go to William and Sonoma from now on.

For as much effort as they put into designing great looking furnishings, too often they fall short on quality of materials used and customer service. I am quite surprised by the negative reviews of merchandise at their site. Don't know why these reviews don't get them to "up their game." They have these great looking rugs, and then you read the reviews and you find they do not wear well -- loose loops, falling apart, etc. While it is always hard to judge color on a monitor, they seem to "pump up" the color in their images which is misleading. They make the colors more vibrant than they are in the actual merchandise. The negative reviews at their site makes me think they do not test things and have issues with quality control. Their website / shopping cart does not function properly. Trying to use their system to get a shipping quote made me want to pull my hair out. After my most recent experience I would give C&B 5 stars for design (really like the look of their furnishings) and 2/5 stars on the rest.

Wife and I have bought several small and large items from C&B. Experience is mixed.

Some bowls and coffee mugs started chipping within a year. Water glasses and plates have held together so far.

A dining room table, night stands and a headboard were delivered without incident years ago. Recently, we were very disappointed when a media center was delivered. I was out of town when it arrived. According to my wife, the delivery guys kept asking Ok? Ok? Ok? Trying to rush her through inspecting the piece. Then they kept groaning when she asked them to move it a couple of feet to just where she wanted it. To top it off they refused to put our large screen TV sitting on the floor in the middle on the room on the media center!

I bought multiple furnitures from C&B couple of months ago and from then had only issues: 1) Issues with deliveries which is still not solved even after months of waiting and promises that it will be solved rapidly 2) Issues with quality of their external furnitures which takes an orange tainting after 24 hours under the sun. On this one I found very interesting that the after sales service visited me and asked me if these outside furniture were protected under a cover (which by the way they are when not used) while they are made for outside. The person had to acknowledge his question was not very intelligent after I challenged him… but show the thinking process. To come back on the biggest issue, they have changed 3 times the table and still 24 hours after it changes color.
So basically do not buy outside furnitures from C&B and I hope the problem of delivery is only that I am unlucky.

I was at the store in Novi, Michigan picking up an order. When I pulled up I was helped by a nice young guy with a fun handlebar mustache named Matthew. He had a great smile and was truly enthusiastic about his job. It was nice to see someone greet me - I mean in this day and age to actually acknowledge me and make eye contact is a rarity. I had quite a few items and some were very heavy. It was not the best weather out and he still wanted to make sure that everything was loaded nicely and would not shift. I really appreciated his concern for the items and for me while driving. Thanks Matthew for making this pick up easy and restoring my faith in society!

When we ordered a ceiling light on Crate and Barrel, decided to add the Handy installation service and so happy we did. The individual that installed the light was on time for the install, efficient and light looks great. It is challenging to find reliable service these days and again, the install was efficient and looks great. Thank you.

If you find something in one of their stores, but they are out of stock, don't order it from their warehouse if it could be breakable. I ordered two platters--which were on the heavy side--and the warehouse person put them in a large box wrapping them loosely in bubble wrap. They arrived badly chipped. Such a stupid, sloppy and avoidable mistake. As the items were no longer in stock, I did get a refund, but I would have preferred two intact plates.
Crate and Barrel, take a look at how your warehouse people are packaging the goods!

Horrible! Will never shop at again. I bought a bunch of things online 7 months ago, still have not received full order, been told by staff online and in store that I would be contacted by someone still have not heard back from them. At this point they've pretty much robbed me because I have no products and have not received any money back for the items they are holding hostage from me. Disgusting way to do business.

Several years ago we purchased two beautiful matching expensive sofas from Crate and Barrel. Within a year the material wrinkled like a shar-pei puppy and developed cavernous pits where you sit. We were careful with the sofas, rotated cushions regularly and they were lightly used by adults. In less than 3 years I had to replace two ugly trashed out sofas. Crate and Barrel sells nice looking, trendy sub-par junk wrapped up in slick advertising and presentation. If you want 'quality' you won't find it here.

Ordered 5 kitchen items as presents. First shipment of 3 items looked like USPS was using the box as a football, with 2 of 3 items broken. Second shipment of 1 item came in ok. Still waiting for the last item (it has been more than a week since the order was placed). Tried to contact customer service about the broken items - their web chat service is a bloody joke, nobody alive on the other side of the chat. Calls (presumably with someone alive) are limited until 7 pm CT - apparently their schedule supersedes mine as a customer. Never again I will buy from this overpriced company.

I bit outdated if you ask me as a single guy

As a former Customer Service Rep, I can validate the one star reviews, and add that it is also a horrible company to work for. We are set up for failure with being under fire with keeping our employee reviews at 5 stars, while they can't deliver any item without damage. I would take about 100-300 calls, texts, emails per shift and 90% were regarding damage, missing deliveries, backorders. This company doesn't care about its employees so of course they don't care about their customers. Managers and Regional Managers are the most arrogant I've ever worked with. This company needs to be investigated by the FTC for consumer fraud. If you have taken the time to leave a review, take the extra time to report to a higher authority...Federal Trade Commission.

Great products! OVERPRICED!

Jimena from their customer service team seriously made my day! She was so helpful and so professional! I would recommend this store 100 times. Someone give that girl a raise!

I used to love this store.until I bought a custom order leather sofa * ottoman. The first sofa was delivered after the long COVID delay but the delivery guys dropped it after unpacking it in the street when it was raining and damaged the leather. I contacted their CS and they ordered a replacement sofa (but not the ottoman so now the leather will not match) and the replacement finally came in. I get an email (actually being drowned on emails) that the order was in and to contact them to arrange delivery. I called early in the morning and was disconnected by a CS rep that I could barely hear. I called back later but was on hold forever and could not reach anyone. I called back a third time and left a message with all of my information and said I would be available any day in the morning. They just do not return calls! I tried to contact the salesperson in the store on two occasions prior to this and never got a return call! Do they not know how to contact a customer?! On top of that, the sofa is poor qualty, uncomfortable and the leather is so thin, it puckered badly after only sitting in it a couple of times. I don't know what happened to C&B but I will not know as they permanently lost a long standing customer.