Complaints

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered couch (#*********) on Sept 2, and specifically chose this sectional because it was listed as Early Oct delivery - chose a style and color we wouldn't have gone with otherwise. Crate and Barrel has taken a 50% deposit at the time of purchase, and then subsequently has pushed out the delivery date by 2 weeks every 2 weeks. As the new delivery estimate approaches, I receive no communication from the company yet when I check my order online, it's been pushed out another 2 weeks. I have contacted customer service at least 5+ times by now, and get "sorry I can't help" every time. I receive responses that they have no more information or they blame it on the vendor. The last 2 times I called **************** I asked them to get me a supervisor or to reach out to the vendor for an actual delivery timeline, but of course no one from **************** followed up despite the multiple promises. At this point, the company just keeps putting a near-term delivery date to "appeal" to customers and then pushing it out as the date approaches...endlessly. It's starting to feel like an actual scam and the total lack of responsiveness/transparency from customer service is shocking. I've also asked repeatedly whether ANY of these couches have been sold (to ensure this manufacturer has even produced ONE in the 12 months the couch has been selling online), and customer service just deflects and ignores the questions. To make it worse, the company is still selling this couch online and misleading customers that it will be available in April. This cannot be true given the backlog of sofas they already have from Sept'21 through today. At what point is this considered a scam -- endlessly pushing out delivery date while keeping 50% deposits on high-ticket items from customers? All while continuing to sell these couches online with misleading delivery estimates?

  Business response

  02/21/2022

  We regret that the sectional is not available for delivery and is still on a backorder. This vendor has experienced processing delays caused by supply chain challenges and COVID restrictions. As a customer service gesture we will waive all delivery fees in your order for the sectional as well as the order for the table and chairs and the bookcase order. We hope that all the items will be delivered as soon as possible. We will contact you when the items are available for delivery and thank you for your patience. 

  Customer response

  02/23/2022

   
  Complaint: 16777263
  
  I am rejecting this response because: This is the same blanket response I have been getting from customer service repeatedly. It doesn't even have specifics in the email which suggests they haven't done any diligence to figure out what's going on. The issue is that C&B keeps putting near term delivery dates and then consistently pushing it out. I need some response from them as to whether orders of these couches have even been fulfilled (has a single couch been delivered?), and more clarity on exactly when to expect the sectional (C&B should reach out to the vendor to get an exact response). Also, I have not ordered any items beyond this sectional so I am not sure that C&B even looked at my order number, given their suggestions to waive fees on a bookshelf and other items? The free delivery on a sectional that is nowhere to be found does not solve the issue. 
  
  Sincerely,
  
  Nisha *****

  Business response

  03/01/2022

  Previous orders for the Avondale lounger have been fulfilled. Part of the problem with the Avondale Lounger in particular is that there are some imported parts that have been held up on boats/in ports that have caused further delays. This means that the ETA's on Avondale are less predictable than other collections. This vendor has been impacted greatly by the pandemic but is making progress every day. We expect there could be more delays as the dates given to us by the vendor are estimates. This is not a custom item and can be cancelled with a full refund at any time. We appreciate your business and are sorry for the delays and frustration. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the gather sofa in October and have received multiple shipping delays. It is clear that many other customers are experiencing the same issues. Crate and barrel needs to stop taking orders and over promising to customers. Yes, I knew it would be delayed but considering the number of complaints and angry customers there seem to be some bad business practices happening.

  Business response

  02/21/2022

  We regret that the sofa sectional you ordered is still on a backorder due to processing delays caused by supply chain challenges and COVID restrictions. As a customer service gesture we have waived the delivery fee. You will be contacted when the sectional is ready to schedule for delivery. We thank you for your patience and appreciate your business. 

  Customer response

  02/23/2022

   
  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

  02/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed a few orders with Crate and Barrel.The first Order was placed on Aug 2nd for Pacific Left-Arm chaise. This is not a custom order. This was supposed to be delivered by Mid December and now the date keeps getting pushed out every month and now it is to mid march. As C&B has charged the full amount for this sofa, and there is no refund they are meting out, we are stuck with no furniture. There is no acceptance on part of C&B for this indefinite delay neither are they compensating for the same. The second order was placed on Sept 5 for Dining table and chairs. We were told the chairs would be available in October and the table in January. We placed the order for chairs only after getting their confirmation and confidence of delivery by end of October. Now, the table is in stock but apparently their trucks are all booked out and they are delivering in only on March 22. Unless I call, they do not even schedule the delivery. As for the chairs, the deadline keeps being pushed out and now is early March. We do not have any furniture in our new house as they do not provide full refund on cancellation and neither can provide a specific delivery date. They just keep telling they cannot help the situation. I am fed up with this and feel stuck.

  Business response

  02/27/2022

  We apologize for the delays. We continue to experience delays due to the ongoing supply chain issues and Covid-19. All of your delivery fees have been waived and we will waive future delivery fees on these (3) orders. Compensation can be discussed with your sales associate upon successful delivery. Your sales associate is tracking your orders and will follow up with you regarding the upcoming deliveries. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #*********** ***** Leather Sofa SKU#******. I have been waiting for this "in-stock" couch since August 2021. I am aware that global supply chain issues still persist, however, based on correspondence the last few months, this is more than a supply chain problem. I was told by XPO Logistics (last mile delivery company) on December 27th that the couch was in their ****, ********** warehouse, but that they couldn't deliver it due to a snowstorm. The new date was changed to February 15th. I received an email from XPO Logistics on 2/12 that Crate and Barrel did not ship the couch to them in time for them to deliver the couch to my residence. Crate and Barrel customer service says that the couch is now in a ********** warehouse. They have now given me a new delivery date to ******** of 3/19/22. Someone is not telling the truth here and every month I get a message of apologies and "we'll do better next time" from Crate and Barrel. Either the couch is in ********** or **********, but regardless, you have a major logistics problem here and I am exhausted at this point at being in the middle of your system malfunction. I have paid for this couch - please give it to me. Do I need to rent a truck and come pick it up? This is unfortunate because I am an architect and I used to recommend C&B to my clients for their projects. Definitely can't make that recommendation anymore. -*************************** Order #*********** | ***** Leather Sofa SKU#******

  Business response

  02/20/2022

  The customers order is currently booked for delivery for 2/25/2022. All delivery fees have been waived. An additional 10% discount has been applied to the sofa. We apologize for the delay. 

  Customer response

  02/25/2022

   
  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.  The couch was delivered today, which was all I was asking.  Thank you for helping me resolve this issue, BBB.

  
  
  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. ↩