ComplaintsforCrate & Barrel
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Complaint Details
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Initial Complaint
11/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a table from Crate & Barrel and it has been deliver to my house on 12/30/2023. I used only soft cloth to clean the paint is chipping all over the table. That table is of poor quality. I want to request for refund or replacement. I have negotiated with Crate & Barrel store for more than 2 month, they rejected to refund, replace with a new one or repair. I was so disappointed and angry. It's unfair to me, the table is in a poor quality. The manager only accept refund and give store credit, but I checked all the displayed tables, they are above my budget, much more expensive than this one.I recorded a video showing that even I use napkin to clean, its paint fall out.Business response
11/10/2024
We sincerely apologize for the customer's disappointment with the ***** Bleached Round Table. We are unable to to replace the table because it is no longer part of our collection. As an alternative, the store has offered to accept a return of the table, well past our 30-day return policy, for a store Shop Card. The Shop Card has no expiration date and can be used in-store or online at CB2 and Crate&Barrel. (ED)
Initial Complaint
11/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Oct 18th I ordered 2 playards for gifts. I got a confirmation email and was told it was on backorder. A few days later it was back available online ready to ship so I figured they would ship soon. But I kept waiting and never got any emails. Finally contacted them to see what was going on and they informed me they cancelled the order. No bother to inform me or let me know they just silently cancelled. Appears to be bait and switch. I want my order!Business response
11/09/2024
Due to a system error, there were some discrepancies with the listing of the **** **** Aire on our website in which this item was briefly priced incorrectly. We apologize for any inconvenience this may have caused. All customers affected by this error were notified via email of the error and order cancellations.
Per the terms of use listed on our website "Crate & Barrel reserves the right to correct any errors, inaccuracies or omissions and to change or update product pricing, availability or other information at any time without prior notice (including after you have submitted your order)"
These terms can be found at: *************************************************************************;
(AW)
Customer response
11/11/2024
Complaint: 22530892
I am rejecting this response because:Business lied and said they emailed when they did not. They led me to believe the order would ship but it never did. Total misrepresentation and unacceptable behavior. they should make this right by filling the order. Why does the customer always suffer?
Sincerely,
*******Initial Complaint
11/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 10/27/24 I placed Order number:351206252for $633.94 I was expecting to take delivery of the items on 10/31/24 but at present, I have still not received the order. The following has been sent to an unsafe location and did not have confirmed delivery to ***** ****** or address on file.Crate and Barrel, were shipped viaOnTracTracking Number:D10015712682023, and the company attached a photo of a high valve package left in another person's mailbox. My apartment building uses a package systems called luxerone that registered all packages in our mailing system and this package was never registered to me or in my mail locker. The company has refused to fill my order. However, they did take my $301.13. I placed a high-value order and Crate and Barreldelivered my high-value package to another person's mailbox in an unsafe location without my signature and approval.Crate and Barrelsaid they are not responsible for delivering packages to the recipient at the shipping address. I have filed a police report and police have confirmedCrate and Barrel had not had a confirmed delivery and that they need to fulfill my order. Crate and Barrelviolate the Consumer Protection Act as this package should have been delivered to me, and not directly left outside and unattended. I have attached 1) copy of the police report, 2) a photo of my front door, 3) aphoto of whereOnTracdelivered the package.Business response
11/07/2024
This order has been reviewed by our customer care, audit, and legal teams. We have been in regular contact with the customer with updates and an offer to resolve his concern, which he has rejected.Initial Complaint
11/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a $1,999.00 dining room table on September 14, 2024 from crate and barrel in *************, **. I have had three table delivered and all three have been damaged. The first on was brought into the home only to find it scratched. I kept the table since my dining room table had already been moved out. They scheduled a replacement . Second one delivered and the base had a large broken piece. Reschedule again for a third delivery. The third table came with a cement type spackling stuck to the top of the table and again scratched. I told them I would keep the first table if they would discount it 20%. I havent heard back from them about a fourth delivery or the discount. Over the past two months I have called multiple times and emailed over a dozen. I call the west *************** and the main office and have gotten no where. I am frustrated and do not want to keep taking time off of work to have a fourth table delivered defective. Please help since I can get no where with the complaint.Business response
11/04/2024
This has been resolved. The customer received a discount of $559.72 and free delivery $279.00 for total compensation of $838.72. This is a 27% discount.Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a bed from CB2 (Crate & Barrel) in September 2023 for ~$1,000. 8 months into owning the bed the middle beam broke and we decided to fix it and not bother the company as we were able to bend the beam back into place and re-screw the bed back together. The bed recently broke again and I reached out to CB2 for a replacement beam as this time the screws broke as well and we were not able to put it back together. I reached out last Wednesday and was informed that I would receive a call from a manager within ***** hours. I have yet to receive a response. I have followed up three times now and still have no answer. A $1,000 bed should not break after 8 months of proper use. I would just like to receive a replacement part but the company is refusing to give me a response.Business response
11/03/2024
We are so sorry to hear about the issues the customer has experienced with her bed. ***************** team has been in touch with her and offered to exchange the bed. (ED)Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a gift card for a wedding gift. on Oct.10th. #*********. Gift card was sent through ****. Never received. Check status on card said with was delivered on Oct. 15th. Never received. Contacted customer service multiple times receiving a different response each time. One associate put me on hold and never returned. I was told if I haven't by the 18th to call back and the card will be reissued. Called on the 18th and was told to wait until 21st. called on the 21st spoke to several associated until I finally spoke to someone who reissued the card #*********** but would not issue it via *** or FedEx with 1-2 business day delivery. called back spoke to a representee who stated the person put the reissue request in incorrectly and would have it corrected and the card sent through *****. #tracking number ****************** tried to deliver the gift card multiple time to the wrong address which was submitted by the representative. I call customer service once again and had to speak to 4 customer service **** before someone tried to contact *****. Received another notification from FedEx on 25th, address still not corrected. I called back and requested a refund at this was a wedding gift and will not get to me on time. I purchased another gift through another company with no problem receiving item. I have requested on multiple calls which are recorded for a manager and was told someone would call me back within 24 hours. Never received a call from Management. I'm request a full refund to be applied back to my credit card as I never received the item and due to the issues and the timing the card is no longer needed. No resolution and very poor customer service with no response or urgency from management.Business response
10/29/2024
We are sorry to hear of the issues the customer has experienced with receiving the gift card, and sincerely apologize for the error with the address issue on the replacement card which was sent out. Our team worked closely with ***** to correct the delivery address issue on the replacement card which was mailed on October 21st. ***** shows that this was delivered to the correct address on October 28th. We are regrettably not able to offer the refund as requested. Per the terms and conditions agreed to at the time of purchase, gift cards are non-refundable. (AW)Customer response
10/30/2024
Complaint: 22481867
I am rejecting this response because:Gift card was delivered after multiple attempts and outreach on my behalf. As I provided the information to customer service due to the timing of this gift card and all of the issue I had trying to received it, the gift card was for a wedding gift and due to the delay and error on the business part, the gift card is no longer needed. I have already purchased another gift for the wedding and I'm requesting a full refund of $100. As a business, I would think they would want to make sure the customer was satisfied and if not, would work with correcting the error. I do not want to shop with Crate and Barrel and again this is no longer needed for a wedding gift.
Sincerely,
***** *******Business response
10/30/2024
While we understand the frustrations the customer experienced with the delay in receiving the gift card, gift cards are not able to be refunded or exchanged for cash. This is per the terms and conditions which the customer agreed to at the time of purchase.
Our team worked closely with ***** when the address error with the replacement card was discovered, and we worked to get the gift card re-routed as quickly as possible. The gift card was delivered to the customer on October 28th. (AW)Customer response
10/30/2024
Complaint: 22481867
I am rejecting this response because:I'm stuck with a gift card that I don't want or need due to bad, slow and non responsive communication with the company. We are at a impasse and no resolution or agreement will be made. So as I do not accept the companies response, there will be no further action through BBB from me. I will provide a unsatisfactory review online to consumers and also to the wedding party regarding my experience with the company and customer service.
Sincerely,
***** *******Initial Complaint
10/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased two sets of childrens sheets on 10/15/24. Received one set 10/22/24 and have yet to receive the other. It has been in the status of preparing for shipment for at least 5 days. Ive contacted the company 3 times; the first ****** said it would ship out the next day and it did not. The next 2 people said they saw the preparing for shipment and would reach out to the warehouse and get back with me and neither did. I asked a 4th ****** to cancel that part of my order and they said it was too late. Id like to have the product replaced and delivered.Business response
10/26/2024
We sincerely apologize for the frustration and inconvenience we have caused this customer. ********** will be reaching out to the customer directly and offering assistance. (EF)Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the ****** **** bed from CB2's Miami storefront full price on May 11, 2023. I was having a house built and the sales associate let me know it would be no problem to hold my item until my house was ready. My closing fell through due to builder issues and continuous delays. I kept in contact with CB2 the whole time with them assuring this was not a problem. On March 5, 2024 I decided to have the bed delivered to my parents garage just to end the process. The delivery men delivered the boxes to the garage. Two boxes and a headboard pillow were delivered. They didn't have to set up or open the boxes. I noticed the boxes were taped on the ends with packaging tape like they were opened previously. Didn't think anything of it. The boxes sat in the garage until I closed on my house. April 8, 2024 the boxes were moved from my parents garage to my new house and we opened them to set up. The three leather straps to hold the pillow were not attached to the headboard. I reached out to customer service they advised the bed needed to be exchanged for a complete new bed. On June 14, 2024 the new bed was delivered. The delivery men came with two boxes and a pillow that was for Queen size bed and would not fit my king purchase and again one of the leather straps were missing, one was badly worn, and one was good. I reached out to customer service several times to get the situation rectified to no avail. I paid a lot of money for a bed I still have yet to receive. The headboard pillow is too heavy to be held up without the missing leather strap. I've talked to several representatives that say they will find a replacement and check warehouses and reach out to me but they never do. Then I call back and explain everything to a different person with no better results. I've asked to speak with management but it never happens. I reached out to the designer and they apologized but said production was all on CB2. I WANT ASSISTANCE!Business response
10/23/2024
Thank you for bringing this to ur attention. First I would like to apologize for the lack of communication and followup, and in addition the lack of clearly stating our policies throughout your experience. Technically our policy is not holding furniture longer than 60 days within our warehouse, as we do not store furniture and the fact that collections do become discontinued and can cause future issues such as these. When delivering, even to another location for storage do expect customer to fully inspect the items being delivered, as moving them from the delivery location can invalid any warranty or future services for liability issues. In this case, I do see several associates have extended courtesy in resolving the order for you outside of these normal policies in place. Going forward, this collection has been discontinued and we no longer have the stock in inventory to complete a replacement for the order. Due this we also are no longer able to issue parts for replacement from this vendor. Due to the communications in this order as a one-time extension of the return policy it would be best to return the bed for a full refund, or allowing us to assist with an exchange of a comparable bed of you choice. Depending on the price of the bed we can offer a promotional discount, but if the price exceeds your original cost you may have a balance to cover if it is beyond the current retail value of the bed on your order. We understand thii frustrating, but these are the two options available to you at this current time and hope you understand this is the most fair and effective resolution to the order outside of our policy timeframes and courtesies provided. Please let us know how you wish to proceed and if you would like to be contact from someone in the ************************* to further update this order for you when the decision is made - we would be happy to arrange that for you. (DR)Customer response
10/26/2024
Complaint: 22462163
I am rejecting this response because: Thank you so much for taking the time to respond and explain the policies and procedures that ,if followed, would have prevented all of this. That's really all I've been wanting was clear communication. I also appreciate your one time extensions that's very nice. I taken the time to review all the beds on your website and I'm not interested in any of them. My whole bed room has been decorated around this bed hoping to eventually get all the pieces. Night stands, dressers, lounge chair etc. Before the bed was removed from the site it was being sold just the bed frame, no pillow or belts. Final sale for $999, I believe. Is it possible to keep the bed and get a partial refund or store credit for that amount? That's essentially the bed I have at this point. Just the frame. The pillow can't be used.
Sincerely,
****** **********Business response
10/28/2024
That is definitely a fair request. Unfortunately we cannot edit or update orders directly through BBB. We will have ****** from ****************** Team reachout to you to further discuss a Final Sale discount and get this arranged for you. Thank you for your communication and bringing this to our attention. (DR)Customer response
10/28/2024
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
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received an item from my registry from Crate & Barrel. (Order # *********.) It was the wrong item. I arranged for the item to be returned and a e-credit as a refund. I sent my package back over a month and a half ago. I called to inquiry about the return, the agent confirmed that the warehouse had received the return package two weeks prior. The agent assured me that I would receive my e-credit within 24- 48 hours, that was over two weeks ago. I reached out on Thursday (10/17) they told me I would hear back within 24 hours. It's been four days. I reached out again today they told me an agent would get back to me within ***** hours. This is unacceptable. They are trying to keep my money!Business response
10/22/2024
A member of our *********************** team has reached out to the customer, and left them a message regarding this issue. We have also processed the refund in question (AW)Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a piece of furniture (Cali Sideboard) on 12/31/21. A few months ago a hinge on one the doors broke, so I reached out to Crate and Barrel to see about getting a replacement. I contacted them on 8/18/24 and the lady I spoke with said this was no longer made, but she would send out a hardware pack and see if the part was in that. Once receiving it, it did not contain the needed hinge. I searched and have purchased over 10 misc hinges to try and fix the door and unfortunately have not found one that would work yet. We called back to Crate and Barrel over 2 weeks ago and it was escalated, and we were told they would call back within 48 hours. After 5 days of still not receiving a call, we followed back up. We were told again to expect a call within 48 hours and still nothing. It has been over 5 days and still no call. At this point all I want is a resolution, so I am not stuck with a broken 3-year-old piece of furniture that I paid over $1900 for.Business response
10/29/2024
The Cali Sideboard has been discontinued for quite sometime. We do not carry replacement parts for this item.
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Customer Complaints Summary
589 total complaints in the last 3 years.
179 complaints closed in the last 12 months.