ComplaintsforCrate & Barrel

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Notch Sectional sofa with a stock fabric from Crate and Barrel on 7/27/21. They took half the cost of the sofa at that time ($1389.14) and indicated an early Sept. 2021 delivery. In mid Oct., we had no update on the delivery of the sofa and had to reach out to C&B. Since then, we have been strung along with 2 week expected delivery dates. On Nov. 10, I was told that the sofa had been constructed and was awaiting shipment to their warehouse - expected delivery was around Nov 17. Today the expected delivery is early Dec. (note that if you go onto the website today the same sofa has an expected delivery on late Dec). C&B has no idea when they are getting these sofas, but will not state that to customers and is perfectly willing to string customers along while holding on to their money. I have been refunded my shipping costs already, but I would like for them to provide an honest answer about when this sofa can be delivered. I understand supply chain issues, but they should have a fairly clear idea from their supplier when these sofas will be ready.

  Business response

  12/04/2021

  We have reached out to the customer to advise that her order is ready to schedule for delivery. Delivery fees have been waived and the customer was offered a 10% discount on her order as a token of apology for the wait time. Many products continue to be delayed due to pandemic related transportation delays effecting production.

  Customer response

  12/10/2021

   
  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. Also, I greatly appreciate your help with resolving this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a chair and lamp online from Crate & Barrel on September 5, 2021. My estimated delivery date was set for mid September since the color for the chair was an in stock item and lamp was on back order till then, and I was required to make a 50% deposit at the time of purchase. It is now November 29th and my chair and lamp are yet to be seen. Every two weeks I've been getting text notifications that my items are delayed again: first end of September, early October, mid October, late October. Today's text said early January. Interesting enough the lamp is in stock right now, chair is on back order until Feb per CB website for new buyers. I have been in contact with CB reps with no luck, finally they said they would at least delivery the lamp end of December which is another month wait and is unacceptable. I would like the business to contact me within the next week with an exact delivery date on both of my items

  Business response

  12/01/2021

  The customer has been contacted by our ************* Team and is working with her on the order. The lamp is scheduled for delivery. Unfortunately the recliner is still on a backorder with the industry experiencing delays due to shortages of raw materials and parts such as the mechanism for the recliner. These delays from the vendor are beyond our control and all delivery fees have been waived. We apologize for the delay. 

*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. ↩