ComplaintsforCrate & Barrel

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Long story short..bought a 300 dollar coffee maker from crate and barrel online. It didnt work properly. I have a video I sent to them showing them the problem and that usage was correctly followed. They sent me a second one.wrong color AND same issue. They are h*** to deal with, slow responses. I just want a refund now. I also have a email chain showing all of our back and forth conversations that I can send to you as well. The coffee maker didnt work as advertised and Im done with this coffee maker.

  Business response

  07/24/2024

  Thank you for you inquiry and the photos submitted. We are unable to locate an order number with the email address provided to further research this concern. Would you please send us an order number or email associated with the order in question, please. Thank you and we look forward to helping with a resolution.   (DR)

  Customer response

  07/24/2024

   
  Complaint: 22035850
  
  I am rejecting this response because:
  Here is the order number and email 
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  Thank you for providing that information. Upon searching, I show no ************* Interactions prior to your issuing a complaint with the BBB. I also show that no replacements or issues were reported within the order. We have not shipped any replacements of the coffee maker to you through Crate and Barrel. A Black 4in1 Cuisinart was ordered and delivered in April of 2024. That is the confirmed SKU that shipped in the original order. We record all communications with customers and they are linked to orders, we also show no History of contact with our ************* Team. Is it possible that you have been in contact directly with Cuisinart, as this is outside our 30 day reporting and return window. Per our policy with small appliances, you are to be directed to process all concerns with the Manufacturer Directly through their Limited Liability Warranty. I have attached that here for you to review: ************************************************************************* - Please contact Cusinart directly with your order statement as proof of purchase. Thank you. As this is a public site, we cannot provide a photo of the order statement due to privacy of the purchaser and billing information, but we have emailed this to the Customer to show that no replacements are placed on this order.   (DR) 

  Customer response

  07/25/2024

   
  Complaint: 22035850
  
  I am rejecting this response because:

  So you guys wont refund my money for a product that does not work? 
  
  Sincerely,
  
  *************************

  Business response

  07/26/2024

  That was not what I previously mentioned, but infact we do not credit or refund for items that are not returned to us, to be clear. You noted you had called us and we replaced this item. Your current order with us shows no calls or history of complaints to us previously or when received. It also was not replaced with Crate and Barrel. It is outside our 30 days return or replacement window for defect and was not revealed to us - we do recommend that you contact the manufacturer directly as part of the appliance warranty provided to you at purchase. Cuisinart can be contacted directly at: **************, or you can file your warranty request online - please be sure to have your proof of purchase available.   (DR)

  Customer response

  07/26/2024

   
  Complaint: 22035850
  
  I am rejecting this response because:
  Im more than happy to send this broken coffee maker back to you in exchange for a refund. This is the worst customer service transaction I have ever had! Dont sell coffee makers that dont work. 
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The transaction date was on your 6/22/2024.The amount of the transaction was $611.83.Crate and Barrel committed to provide various household items for cooking and baking.The nature of the dispute is that I returned all of the items in the order because they were not what was advertised on their website and they were also broken items upon delivery.Crate and Barrel has not tried to resolve the problem and refund me the entire $611.83. Despite my several attempts to contact their company and resolve the problem. By law, the company cannot keep funds that do not belong to them and I will not hesitate to report these issues to the courts, authorities, and financial institute, if this problem isnt resolved by the company.The advertising issues was seen on their company website.

  Business response

  07/24/2024

  Thank you for your inquiry. Upon researching this order, to date we have only received and/or checked into return 3 items. Totalling $111.09. This credit was issued on 7/22/2024 to ApplePay. As for the remaining items, I see the return was requested online on July 1 and July 15, 2024. These items may show by tracking as delivered, but these returns may take upto 14 business days to process through our warehouse once received. Please remain patient as we work to resolve this for you.   (DR)

  Customer response

  07/24/2024

   
  Complaint: 22035714
  
  I am rejecting this response because: the amount paid for item wasnt fully returned and Im not understanding the charges I see posted. I shouldnt had been charged for shipping and handling because it was free shipping. Please explain the charges.
  
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  I show that no charges were issued to you, only a credit in the above amount for three items received. Steel Frame Dishrack, 4.75 Glass Stack Bowl and 3" Stack Bowl. It is the policy that all returned items are at the expense of the customer, whether initial order was free ship eligible or not. This is disclosed when applying for the return online. If you feel that the items were damaged you should always contact ************* to facilitate your return so we can accept photos, etc for damages and waive delivery fees associated with the return. If you wish to send photos of the damaged items you received, I would be happy to notate this order and adjust accordingly.   (DR)

  Customer response

  07/24/2024

   
  Complaint: 22035714
  
  I am rejecting this response because: I did include the damaged pictures when I initiated the return and the item was also not the one I ordered and the wrong one was sent out but Ill attach the pictures down below for reference.

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

  Business response

  07/26/2024

  Thank you for providing these photos to us for review. I reversed the Shipping and Handling fees charged to you for the return, which totaled $16.00 plus eligible taxes ($17.64). The merchandise was already credited to your ApplePay on 7/22/2024 and accepted by them, any questions regarding that refund status should be addressed through ApplePay. The credit I initiated today was also sent to ApplePay and will be available to you in 3-5 business days. Thank you.    (DR)

  Customer response

  07/26/2024

   
  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

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Notch Sectional from Crate & Barrel. They replaced it once already because of a defect in the fabric that constantly piles. Here we are again with the same issue. Its ridiculous to have a couch be of such poor quality that cost thousands of dollars. Other reviewers have documented the same issue.

  Business response

  07/31/2024

  A member of the executive customer service have worked towards a resolution. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch and matching ottoman from Crate and Barrel in April 2023. These pieces are custom made and require two to three months production time. Today, after five attempted delivery of three different damaged couch, I still have not got what I have purchased. Here's a detailed account of what happened. In June 2023, Crate and Barrel delivered the couch and the ottoman. ******* was accepted but the couch was rejected due to damage. Rip on the bottom dust cover and soiled, dirty spot right in the front of the couch. I had to go through weeks of communication with customer service and finally agreed on a solution: the damaged couch was redelivered as a loaner while a new couch is being made. 2. January 2024, attempted delivery of couch no. 2, which arrived damaged again. The seaming in bottom frame of the couch is ripped (about 80 *************) and you can see the white filling through the ripped seaming. Went through another lengthy discussion with customer service and agreed for a 10% refund and delivery of a new couch/having this one fixed. 3. Shortly afterwards, I was told couch no.2 was fixed and they attempted delivery a third time and the couch was still damaged. The seaming was still ripped and there was a damage in the arm area that's a structural issue. 4. July 2024, couch no.3 was scheduled to deliver. I told customer service multiple times when scheduling the delivery that this is the third couch and fifth attempted delivery and it simply cannot arrive damaged again. They need to do an inspection of the couch now and before it leaves the warehouse. Yet the couch arrived damaged - structural issue in the back (huge dent showing on the fabric) and a ripped and dirty corner. Aside from the shocking quality issue, customer service is extremely lacking. They like to promise responding within 24 - 48 hours but that never happened. Inconsistency in communications.

  Business response

  07/22/2024

  The customer has been in touch with our Recovery Team, and an agreement was reached on July 18.  We will accept the return of the sofa and ottoman for a full refund.  The customer is keeping the sofa and ottoman until she purchases a replacement. 

  We sincerely apologize for the disappointing experience.  The quality issues have been addressed with the manufacturer.  (ED) 

   

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The purchases I made on November 4, 2023 (#***********) (#***********) at Crate and Barrel at ************* in ******, ****, have unfortunately turned into an ongoing nightmare. Initially, I received a damaged dresser and bed, which was just the beginning of a series of problems. One of the two sofas I ordered was incorrect; I had purchased two sofas of different sizesa larger one with three seats and a smaller one with two seats. However, there was a mistake with the order.By April 2024, nearly five months after the initial purchase, the delivery of the three-seater sofa was made. However, the box arrived torn, and the sofa itself had a damaged back. This was extremely disappointing. Although only one of the sofas was damaged, I wanted to return the entire set of sofas, as I had initially accepted receiving one with the expectation that the second would be delivered correctly. The store refused to accept the return, citing the custom nature of the purchase as the reason. The manager, ******, assured me that a 15% discount would be applied to both sofas and requested that I keep the damaged sofa while waiting for the new one.Now, after an additional three and a half months of waiting, I contacted the store to inquire about the status of my order and found that nothing had been done. Neither the new sofa order nor the promised 15% discount has been processed or credited to my card. The manager sent an email indicating a new delivery deadline at the end of September but failed to provide any order confirmation or further details.This ongoing issue is completely unacceptable, and the total delay of ten months is beyond reasonable. I request an immediate refund and the return of the sofas, as waiting such an extended period to resolve this situation is absurd and has caused significant inconvenience.

  Business response

  07/26/2024

  Executive ************* has reviewed this situation with the Store Manager, and in light of the many delays and issues with the sofa(s), we will accept a return of the sofa(s) for a full refund. The customer should contact the store to schedule a return pick up.  (ED) 

  Customer response

  07/27/2024

   
  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

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order Attempted to cancel Order delivered Return process started Confirmed in writing - return cost was 6.50 Product returned and changed ****** for return. After call with their customer service and 30 minutes of hold time was told return charge is fee for return equal to what I paid for shipping. I paid nothing for shipping. Was told supervisor would call me back in 15 minutes (after escalating to a manager). No call back ************ is horrible. Wont honor whats in writing and charged a fee that was never discolored. All communication is in writing.

  Business response

  07/24/2024

  Thank you for your inquiry. Upon reviewing your order. we do see the promised return cost was $6.50. Per our policy, the $6.50 is the label fee and this is normally added to the standard Shipping and Handling fees quoted by the carrier, which includes weight of the item. In the case of your order that cost was $100. As a courtesy after the review and promise made by our ************* Team, I have credited you back $93.50, taking into account the $6.50 label fee. Please note the terms of return for any and all future orders. Your credit will be available on your banking statement with **** in 3-5 business days.    (DR)

  Customer response

  07/24/2024

   
  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 7, 2024, my husband and I purchased a sectional couch from Crate & Barrel. At the time, the estimated arrival date was Mid-May. They took a deposit immediately, which was over $3000. Over the next few months, the estimated date that we would get the couch was continuously pushed out. We followed up with the company multiple times via telephone, chat, and email, and no one gave us any accurate information. We were told repeatedly that it would not be pushed out again and then it would be. During this time, we had no couch. We had a newborn and a toddler and multiple visitors staying at our house without a couch. I asked for a refund and was told that we could not have one. Finally, in mid July I demanded a refund and it was approved by a manager. I was told it would credit our account in a few business days. Several days later, they called me back and said that they are not giving us the refund until they receive the couch in their warehouse. We have no idea when that will be and they are holding $3000 of ours.

  Business response

  07/18/2024

  We have contacted this customer by phone today and canceled her order as requested.  The full deposit amount has been refunded.  (ED) 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did a great deal of research on outdoor furniture before the purchase. Salesperson promised that the teak would weather naturally but that has not been the case. The table has a coating on it that is peeling badly, making a new table and chairs look really bad. It is moth eaten and unattractive. It was a huge investment with the promise of a quality product.There has been no customer service beyond rep telling us that the table is weathering properly. No one has asked to look at the table, beyond sending photos. They have now added that the table needs special treatments to keep it in shape with products that they sell. These products cannot change the moth eaten finish that is flaking off on major parts of the table and chairs. We tried to engage the credit card company in helping us but the card is attached to the Crate and Barrel and after 3 submissions of materials, they continue to claim they have not received anything from us.Crate and Barrel has a quality guarantee that has been completely ignored as their customer service is simply an explanation of why they are correct.

  Business response

  07/23/2024

  We will be reaching out directly to **************** to readdress the concerns she is experiencing with the ****** teak outdoor collection. TP

  Customer response

  07/24/2024

   
  Complaint: 21987618
  
  I am rejecting this response because: the response was just to call customer service.
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2024

  Our previous response was that we would be reaching out to **************** to speak to her about her concerns with the ****** outdoor collection she purchased. We reached out by phone directly on Tuesday, July 23rd, and left a voice message with our corporate phone number and hours of business. We will trying reaching out to her once again. TP

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the All-Clad d3 Stainless Steel non-stick cookware plus bonus on June 1, 2024. The site noted that the item was on backorder until the end of June. On July 1, 2024 I check the website and it now said expected Early July. On July 6th, I logged on and it now said expected Late July. I purchased this item as a wedding gift. The wedding is on July 27th so I was a bit concerned that the item now wouldn't make it in time. The representative stated that she was very sorry for the inaccurate information that was provided and that they could not confirm when the item would arrive but due to the fact that it was past the expected arrival date, she offered me a full refund and confirmed that I could still keep the item even though they were refunding me. I agreed to that and she told me she processed the refund. Almost a week later, I have still not received the refund. I reached back out and was told that the previous representative made a mistake and was only approved to give me a $100 refund instead of a full refund. It is not my fault that the employee is not properly trained. I was offered a full refund and expect a full refund. I tried to resolve this with the company and they have refused to do anything about it.

  Business response

  07/16/2024

  We will be reaching out to the customer directly to address this matter of a refund. TP

  Customer response

  07/17/2024

   
  Complaint: 21975427
  
  I am rejecting this response because:

  The company called and left me a voicemail. I returned their call during the business hours stated. I was put on hold for a few minutes and then sent to voicemail. My call has not been returned by the company. I am rejecting this response because I dont want this case closed for any reason on my part. 
  
  Sincerely,
  
  *********************************

  Business response

  07/18/2024

  We did have the chance to speak with ************************ this morning to offer our sincerest apologies for her experience. The customer care agent she spoke with did promise a full refund for delays with her order, which should have been honored, even though this offer was not in line with company policy. ************************ has since submitted a dispute with MasterCard for the charge of $747.95 on this order. We will be accepting the dispute, so the customer will be credited by her credit card provider. TP

  Customer response

  07/18/2024

   
  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bed from Crate and Barrel on January 26, 2023. Recently, the bed developed huge cracks on the back frame that was getting bigger by the day, making it unsafe to sleep on. I contacted Crate and Barrel on June 26, 2024, regarding this issue. They offered me a 10% discount on my next purchase, which I find unreasonable. Why would I spend more money on Crate and Barrel furniture if the quality is subpar and the company refuses to address the issue adequately?Initially, I was told that Crate and Barrel does not offer a warranty beyond 30 days of purchase. After leaving a review on the item, another representative contacted me, offering an exchange but later refused to honor this because I had moved. I clarified that the cracks were not caused by the move, as the bed remained intact for over nine months after the relocation and only started to crack recently, Nonetheless, Crate and Barrel claimed the move voided the warranty.When I questioned the warranty and asked to see the specific clause, the agent admitted that they do not have a formal warranty but stated that they "stand behind their products." This claim seems hollow given the multiple reviews on this bed on the Crate and Barrel website, highlighting similar issues with wood cracking, indicating a possible manufacturing defect that the company is ignoring.For a bed of this price, I expect it to last longer than a year and a half. As a loyal Crate and Barrel customer, I am deeply disappointed by the company's disregard for a clear product flaw. This response is unacceptable and needs to be addressed more seriously.

  Business response

  07/16/2024

  We will be reaching out to the customer in ***** hours to offer a replacement for this product. TP 

*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. ↩