Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Crate & Barrel regarding a defective product and poor customer service in handling my warranty claim.Transaction Date: November 24, 2023 Amount Paid: Approximately $2,914.79 Product: Enzo Bar Cabinet with Hutch (Product #******)Order Number: ********* Nature of the Dispute:On November 24, 2023, I purchased the Enzo Bar Cabinet with Hutch from Crate & Barrel. Despite multiple delays and delivery issues, the product was finally received on January 13, 2024. Less than a year later, in November 2024, the right door of the hutch unexpectedly detached due to a manufacturing defect in the hinge and **** posing a significant safety hazard. Fortunately, no expensive crystal stored inside was damaged.I immediately contacted Crate & Barrel, providing detailed photos and descriptions. Initially, their representatives asked for clarification and suggested environmental factors might have contributed to the failure, despite the cabinet remaining in its original location. I repeatedly followed up, but their responses were delayed, and the matter was bounced between different representatives. By the time they formally addressed the issue on December 18, 2024, they claimed my warranty had expired and refused to repair or replace the defective ************* Response & Resolution Attempts:Crate & Barrel has acknowledged my case but refuses to take responsibility, citing an expired warranty, despite the fact that I first reported the issue while under warranty. I have been a loyal customer and expected a product of this price and reputation to last more than a year without a significant defect. Their refusal to honor a repair or replacement is unacceptable.Desired Resolution:I request a replacement hutch or a full repair at no cost, as this is clearly a manufacturing defect and a safety concern. I believe Crate & Barrel should honor their commitment to quality and customer service.Thank you for your assistance.

  Business response

  01/30/2025

  I sincerely apologize for the inconvenience the customer has experienced with the hinge on their Enzo ******** I understand how frustrating this situation must be, and I truly regret that it has taken us this long to address their concerns. A member of our *********************** team has contacted the customer regarding this issue and is actively working towards a resolution. (AW)
  

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order ********* on 1/5/25. As of today's date, the order has not shipped, and I've made (3) attempts to resolve this issue with Crate and Barrel ***************** and they have yet to resolve the issue.

  Business response

  01/31/2025

  We sincerely apologize for the delay on this order.  This is a Ships Direct order, which means that the product is not stocked in our warehouses, but shipped directly from the vendor.  We have tried contacting the vendor about the shipment, but they have not responded.  Crate&Barrel is shipping a replacement to the customer from one of our stores to fulfill this order.  We are sending the shipment by ***** priority and expect it will be delivered no later than Wednesday, 2/5.  (ED) 

  Customer response

  02/05/2025

   
  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.  I received the order yesterday!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went into the store (**********) with the intent to purchase the Babyletto chair. I explained to an associate that my grandmother was purchasing the chair as a baby gift & that I could get it for a lower price on ******. I also explained that I wanted to buy it in store, with hopes to save on shipping since we live so close. I also mentioned my grandmothers strong desire to support a "brick and mortar" store, rather than shopping online. She explained I had to order the chair online and pay for shipping as it was not available in store. The next morning I purchased the chair online via C&B website. Hours later, I was sharing my experience with others and they explained C&B price match, which the employee NEVER disclosed. I called to cancel the order I just placed and the associate would not permit it. It had been less than 5 hours! The order was not processed, packed, or shipped!C&B took advantage of me as a woman (excited about a registry gift) that a 95 year old grandmother was graciously purchasing. The employee did NOT DISCLOSE all cost-saving options to me as the consumer, as it would probably impact her commission. I purchased the chair from C&B for a total of $1302.63.I thought I had no other option when supporting the store. The glider is priced at $869 on Amazon via C&B. With my registry discount (15%) the chair is reduced to $738.65, free shipping, and $44.32 tax - total: $782.97. I am so taken back that the associate did not explain my rights as a consumer and the stores policy. I called customer service same day, they explained I'm responsible for return shipping for a refund. This is a viscous cycle that is unfair to the consumer. I am 8 months pregnant & this has been so stressful when WE TRIED TO SUPPORT THE STORE LOCATION! This has turned me off from purchasing our new bedroom set from C&B! Not is this is the experience of being a C&B shopper!I feel taken advantage of. I would like a refund of the difference in pricing: $519.66.

  Business response

  01/27/2025

  We regret to learn that the customer had an unsatisfactory experience buying a recliner from us. While we do offer price matching, there are exceptions, and this recliner unfortunately falls into one of these categories. Additionally, for qualifying items we can only price match the advertised price, not prices that include additional discounts.

  For the Babyletto recliner which was purchased, this is one of our online offerings which ships direct from the vendor. Per the terms and conditions for ship direct purchases: Items marked "Ships directly from vendor" are not stocked in Crate and Barrel stores. These items ship directly from the manufacturer and are not eligible for promotional discounts. These items cannot be cancelled.

   Due to these terms and conditions of these Ship Direct purchases we are sadly not able to offer price matching for this recliner. I have attached a PDF showing the Terms and Conditions which can be found online on the item page.

   

  
  

  Customer response

  01/28/2025

   
  Complaint: 22861081
  
  I am rejecting this response because: 

  According to the ************************, a "price [fix] match" is "NOT considered a promotional discount." Thus, making the price match eligible for ****** purchase (fulfilled by crate and barrel) at $864+free shipping an option the associate (*****) did not disclose. The only promotional discount is the 15% that ****** would offer for my registry. Had I known this would be my experience, I would have went with a different brand.

  Secondly, I only wanted to modify the order initially as the associate mislead me. The agent said nothing could be done which is not true. So, I requested to cancel. Why would I transport a recliner as a pregnant woman alone and pay to return a chair? That's forcing the customer to keep merchandise  
  

  This is a disgusting violation of consumer rights where crate & barrel takes advantage of their customers.   

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

  Business response

  01/29/2025

  I understand how frustrating it can be when pricing expectations are not met. In this situation, items shipped directly from the vendor are exempt from our price-matching policy, as our pricing is determined by the vendor. Since our pricing is determined by the vendor we are not able to offer any discounts or price matching on these items. I sincerely empathize with the frustration this has caused the customer.

  To resolve this matter, we have decided to make a one-time gesture of goodwill by honoring the price difference of $203, plus tax, as well as the shipping fee of $129.90, plus tax. The total refund we have submitted to the customer amounts to $351.92. We have also provided this information to the customer as well. (AW)

  Customer response

  01/29/2025

   
  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,
  
  ****** *********

  Customer response

  01/31/2025

   
  Complaint: 22861081
  
  I am rejecting this response because: 

  I reject as the business billing adjustment is the incorrect amount. 

  
  

  The business stated: "To resolve this matter, we have decided to make a one-time gesture of goodwill by honoring the price difference of $203, plus tax, as well as the shipping fee of $129.90, plus tax. The total refund we have submitted to the customer amounts to $351.92. We have also provided this information to the customer as well. (AW)"

  
  

  Original Purchase:

  Merchandise: $1,089.00

  Shipping: $129.90

  Tax: $73.73

  Total: 1,302.63

  
  

  Price Match:

  Merchandise: $869.00

  Shipping: $0:00

  Tax: $52.14

  Total: $921.14

  
  

  Business offered difference of merchandise, shipping, and tax 

  Adjustment: 

  $1,302.63 - $921.14 ? = $381.49

  
  

  Crate & Barrels billing adjustment should total $381.49 and I will accept 

  
  

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

  Business response

  02/01/2025

  I would like to sincerely apologize for the mistake regarding the refund. There was a typographical error when I manually adjusted the amount. The correct difference in cost of the item is $230, and not $203 as I previously stated. I have corrected this error and the total refund, including tax now comes to $381.49. (AW)

  Customer response

  02/03/2025

   
  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

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase a made to order couch from Crate & Barrel. It took nearly 8 weeks for it to arrive. When it arrived, the couch is defective and the cushions do not touch leaving 1-2 inch gaps between all cushions. Being this was made to order even though its defective we are told there are no refunds or exchanges. Basically told we just paid 8k for trash.

  Business response

  01/25/2025

  We apologize for the customer's frustration but the customer has been in contact with our customer Care team regardgint his order. (EF) 
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a table & 4 chairs on 12/5/24. I returned the furniture and received a partial refund. They still owe me $604.04 and I would like it refunded.

  Business response

  01/23/2025

  Thank you for bringing this matter to our attention regarding your order *********. Original delivery fees are non-refundable per our company policy. An exception has been made with your order, and as a one-time gesture both your original delivery fee and return pick up fees have been refunded. This refund was processed on 1/22/25 for the amount of $604.64 to your Crate&Barrel credit card. You should see this refund post to your credit card account in 3-5 business days, as per credit card agencies. Thank you for the time required to look into your concerns. TP

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a wine decanter on November 28th for a Christmas present. I paid $38.34 with my credit card. The return window is until January 31st. Today the store said their system is not working to provide my credit card with a refund and gave my husband store credit. This is unacceptable. I do not want store credit, I want my money back. My husband did not know better and I'm contacting the store with no response and no help. I will gladly give them back the gift card for a refund to my credit card. 

  Business response

  01/23/2025

  We sincerely apologize for this customer experience. Customer reached out to our  **************** team  on  *********.  The store credit has been cancelled and the customer's credit card has been refunded. (EF) 
  

  Customer response

  01/24/2025

   
  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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We reached out to Crate & Barrel regarding a defective CB2 sofa we were sold. In under 2 years, the sofa filling has fallen apart and now we have a misshaped deformed sofa. We contacted customer service, who played games with us for almost 2 months, not responding, saying a manager from a store was going to call us - no one called us and no one was willing to help us with this problem. After 2 months we finally heard from a supervisor who on the record claimed that a sofa is suppose to only last 2 years and what we are experiencing is normal wear and tear. The supervisor also only gave us two options a $1000 refund to make the sofa final sale, or return the sofa for the full amount in store credit. We explained that a final sale or store credit is not an option, as we do not want to put ourselves in a situation to deal with this type of customer service - lack of attention, no responses, and playing games. Also, we do want to be pigeon holed to purchasing furniture from a brand that is clearly no sustainable and where employees admit that a sofa's lifespan is 2 years -- my interior designer states that a sofa is the most expensive pieces, generally, in a living room, and it's meant to be used and if fabricated the right way, with the right quality filling and fabric, it's supposed to last for 10+ years with little to high traffic use.When we declined the offer of store credit or final sale, we continue to follow-up and no one is getting back to **. Our hard earned money is now wasted on what we thought was high-quality due to the price, but instead we received a defective item that is not high quality and Crate & Barrel is not taking the ************** consumers we feel that we are being taken advantage of on all levels from the product, to the purchasing to the lack of customer service. We will now no longer work with this company and it's brands and will be sure to inform our circle and designer of what we have experienced.  

  Business response

  01/22/2025

  Hello, and thank you for providing us this feedback about your order. Upon searching we show no discussions with our online **************** about this order. Possible the interactions were had at the store level. We would love to best and further assist you, but will require an Order Number. Using the email address provided we locate no order with a sofa/sectional, there are several others, but not an order for the above referenced items. If you could provide the Order Number and Photos of the Quality and/or defects you noted, that would be much more helpful for our Executive Team to address. Photos should include a full room view (photos of the entire piece in one photo), in addition photos of the damages up close and even a way to clearly notify us of the size of damage, for example, photos with a tape measure, or general item to note the damages (such as a quarter), Once we are able to receive these and get this reviewed, someone from our Executive Team will contact you. Thank you.    ****

  Customer response

  01/24/2025

   
  Complaint: 22838649
  
  I am rejecting this response because:

  I have included proof of ALL COMMUNICATION with your customer service team beginning November *********. This is the documentation that I have been in contact with customer service and for 2 months, I was played around with due to their lack of responses and I, myself, having to constantly follow up -- if I did not follow-up, your customer service team would think it's all good and hope that the problem has gone away, but that's not how business works. *** addition to demanding to speak to a supervisor, your supervisor admits that the sofa quality and lifespan is expected for a 2 year-old sofa - this is extremely upsetting to hear as we all know that a high-quality sofa is supposed to last for more than 2 years. No sofa filling gets deformed like this, unless it's produced with low-grade quality products and poor craftsmanship.

  I have also included receipts/orders for the (5) pieces - I highlighted the items we are referencing. 

  I also included photos of the damaged sofa that I sent to your customer service multiple times -- they asked me over and over again for photos and videos. 

  I refuse to also accept a final sale, or only store credit, as I do not anticipate ordering anything from Crate & Barrel and sister companies again! Taking advantage of consumers by ignoring their complaints, and selling them poor quality items for a lot of money is one way to earn capital gains, but I will no longer be victim to this.

   I would like a full refund for all (5) items, and a date for your delivery team to pick up all (5) items from the delivery address on the order. 

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

  Business response

  01/29/2025

  Thank for your photos and clarification. We were able to locate these order(s). The sectional was purchased in 2022 and an additional, second ottoman purchased in 2023. This is wear and tear from usage in two years. This is not a defect nor breakdown of the sectional. There are very specific care instructions for this sectional. Returning for a full refund will not be accepted in this case, as this is natural characteristic, usage wear and outside the return policy. Crate and Barrel does not offer 10+ year warranties or extended warranties on furniture. The total for this sectional and ottoman(s) at purchase of retail date is $4500.75 per your order statement (not $6500). We will honor the previous note of final sale, or a return with restock fee of 25% and remaining balance to be issued to a shopcard only, which is an extended customer service gesture and previously noted. At this time we will not accept a return for a full refund due to the usage of 2+ years to the sectional. Also note and see Care instructions listed below. These are recommended by the vendor to prolong the longevity of your piece. 

  Care:

  Fluff and vacuum cushions and sectional regularly.
  Do not leave spills unattended.
  Blot spills immediately with a clean, absorbent white cloth.
  Expansion and contraction will occur with changes in humidity.
  Sectional clips may be used
  Blot spills immediately. Use a light detergent and water solution for set in stains. Blot, do not rub.

   

  (DR)

  Customer response

  01/29/2025

   
  Complaint: 22838649
  
  I am rejecting this response because:

  What is a natural wear and tear for a sofa that has a defective cushion? We own sofas and accent chairs older than this sofa and there is ZERO issue with the filling. The filling in the sofa should not be deformed like this. It's not made of goosedown feathers, or memory foam - The sofa that was sold to us is made of a synthetic and firm filling. That is NOT normal wear and tear for a sofa that is less than 3 years old. If that is the case, then why are all the other sofa pieces still in its original shape and the filling is not deformed like what we are showing you in the photo? That's because there is an issue with the filling and it's unacceptable!

  CB2/C&B knows that this is not what is supposed to happen to a sofa with a firm, synthetic filling and again, it's taking advantage of consumers selling poor quality furniture for high prices. I will not accept store credit and be pigeon holed to have to order more furniture from this brand and have to deal with this type of customer service. 

  Our previous sofa was also from CB2 and it never lost it's filling or shape -- so it's unethical as a brand to say that it's normal wear and tear for the filling to look like this after two years, when that is completely false and not the case. 

  We would like to resolve this once and for all, and we would like to schedule a pick-up and a full refund back to the original form of payment. 

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

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 25, 2025, I placed an order with Crate & Barrel for an item priced at $329.95. The order was confirmed via email. However, after two weeks with no updates or communication from Crate & Barrel regarding the status of my order (despite receiving approximately two promotional emails per day without issue), I checked the order status. The provided order link directed me to a webpage that displayed only the order number with no further information.After another week of no updates, I contacted Crate & Barrel customer service via their chat system. I spoke with a representative, ****** *., who informed me that my order had not been processed and attributed the issue to my bank. However, I have been using that same bank account without any issues in the weeks since placing the order, and my bank has provided no notifications of any problems or declined transactions. Furthermore, ****** *. attempted to send misleading information in a response email during our chat, which further undermines the credibility of their explanation.When I attempted to reorder the product, I discovered that the price had increased by more than $100, and Crate & Barrel refused to honor the original sale price.This sequence of eventsa lack of communication, the unexplained cancellation of my order, the unfounded claim of an issue with my bank, and the refusal to honor the initial priceraises serious concerns. I view this as a potential bait-and-switch tactic, where Crate & Barrel used bureaucratic delays and false explanations to avoid fulfilling my original order, with the intent of profiting from a higher price.I expect Crate & Barrel to be held accountable for these actions and to offer a resolution that demonstrates a commitment to fair business practices.  

  Business response

  01/22/2025

  Thank you for your feedback and explanation of recent order experience. We know it is unfortunate when payment processing is delayed or canceled. We did locate your order and this was infact canceled. This was not in an effort to not communicate this with you or not provide you a sale price provided. I apologize your order was not able to be processed.  We suggest contacting your bank to ensure they are not blocking purchases.  After speaking with them, you are welcome to place another order online or visit one of our stores to make your purchase. Our **************** cannot place new orders by phone or chat when a payment is not processed. Policy states that a customer must place a new order online through the website or in person, in-store. As a one time courtesy, if and when you place this new order, you are welcomed to contact us back here with the new Order Number that was successfully processed and we can manually adjust your order to the same price as a gesture of good faith to you. At this time, this is something that you should discuss with your bank or lender as we do not receive the reasoning for the blocked or denied payment associate with your existing order. We do hope this best explains this process and your understanding. Thank you.     (DR)

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have purchased this couch based on a sample presented at the store. When received turned out, the black pillow was crooked and store issued as partial refund and marked with sale as final in the system. However, later, we that the main seat ****** with ******* over the whole couch is also very bad quality and causes a lot of back problems. Weve been trying to contact the store many times and ask them to replace it with a different item store created or issue a refund, they refuse to work with us. I hope on your help with matter. As we purchased was expensive couch to last us for a long time, but I sit on it at all, and it also causes this problems for the household members because of the bad construction, which does not follow standards of ergonomics. Order #*********** SKU ****** ****** Night Blue Sofa

  Business response

  01/20/2025

  We are sorry to hear that the customer is unhappy with the sofa.  They contacted us in March of 2023 about issues with the sofa.  At that time, we offered to replace the sofa or to apply a Final Sale discount to keep the sofa in as-is condition.  The customer chose the final sale discount with the understanding that there would be no future returns or exchanges.  (ED) 

  Customer response

  01/20/2025

   
  Complaint: 22831894
  
  I am rejecting this response because: read my message this issue is not related to previous issue and was not known at that time
  
  Sincerely,
  
  **** *******

  Business response

  01/27/2025

  The customer chose to keep the sofa in as-is condition with a Final Sale discount.  When a Final Sale discount is accepted, the customer is agreeing to keep the furniture as-is with no future returns or exchanges for any reason.  This was explained to the customer via online chat "If you agree to the final sale discount offer to keep AS IS, we will not take any further action or replace the sofa in the future."  (ED) 

   

• Initial Complaint

  01/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a two-piece sectional on November 8, 2024. In late December, I scheduled delivery for January 4, 2025. A warehouse coordinator called me on December 31 to confirm delivery, and verified that I lived on a military base. I thought this was a good sign. On January 4, she called me stating that her delivery team was unable to access the base. I informed her that we would drive to the specified gate, talk to the guards, and ****** the drivers on base. When I arrived at the gate, the truck and team were nowhere to be found. Interestingly, we talked to the guards at the gate and the visitor center, both whom told us that no one had even attempted to access the base. The driver called me, he provided me his location, and I told him that I would drive to him to conduct link up. When I got to the link up point, he was no where to be found. In fact, he was driving in the opposite direction - per the crate and barrel delivery GPS tracker - and would not answer his phone. We spent several hours dealing with the warehouse and customer service. **************** told us that delivery notes stated that the sectional was unable to be delivered because the weight was underestimated and it required a 4-man delivery team, and the gate required 3 forms of ID to access (There is user friendly link with all information for accessing the base - ***************************************). All of this is untrue. Currently, the warehouse rescheduled our delivery for the following week. However, I am concerned about this happening again, the condition of my couch, and the integrity of this company. I even offered to rent a U-Haul and pick up the sectional myself. In my many years of living on military bases, I have never had issues with delivery. I work in military logistics and cannot fathom treating a person, let alone a customer like this. Unfortunately, I will not be ordering furniture from Crate and Barrel again, and I cannot recommend it to friends and family.

  Business response

  01/08/2025

  We sincerely apologize for the delivery issues that this customer experienced. Our ************* associate worked with the delivery coordinator to ensure that the team would have proper documentation for the next delivery.  The delivery took place this morning and was successful.  We have refunded the customer's delivery fee due to the failed first attempt. (ED) 

  Customer response

  01/09/2025

   
  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,
  
  ****** *******

*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. ↩