ComplaintsforCrate & Barrel

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch on December 2022. When the couch was delivered, there was a rip in it. I was told a new one would be delivered. a few months later, a new couch was delivered but also had a rip. ******** was refused and was told a new undamaged couch will be sent. In June 2024, one and a half years later a couch was delivered but was a different color and fabric. Not what I had originally ordered as shown on my receipt. I did not accept the delivery. I spoke to *******, an employee on the advanced customer service team. I was told I would get an email/ phone call once management settles a resolution within ***** hours. I waited a week, never got a response. Called again and was told he was at lunch or meeting and would call back but never did. This company took my money and gave me a damaged product. Almost 2 years later, the issue still has not been resolved. This is unacceptable, this company shouldnt be in business. At this point, I dont even want the couch. I just want my money back.

  Business response

  07/13/2024

  Thank you for brining this matter to our attention. We sincerely apologize for your experience with order ***********. Under the circumstance, we can move forward with a cancellation of your special order, refunding your original form of payment. Please advise if this is how you wish us to proceed. TP

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a chair that claimed you could wash the cover in the washer.After following the instructions I attempted to wash it for the first time. It disintegrated, holes and rips everywhere.This chair was 1400, and the claims of it being washable was false.Id like a new cover for the chair, for free.

  Business response

  07/11/2024

  We do not see any record of the customer having contacted us about this issue.  Please contact our ************* team at ************ or ******************************************* for assistance.  They will be able to locate the original purchase and address any issues with the chair.  Thank you.  (ED) 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a 7 piece ******* pot and pan set in the sapphire blue color (6/23/24) to be delivered by the end of June from the Crate and Barrel location at ****** in ********** **. We selected store pick up, as we were told it would be faster. Contacted the store on 6/28, only to be told it wasnt in and to wait an additional week. Contacted the store on July 5th, and was told it still wasnt in and would possibly be in the following week. Asked about simply replacing the ordered pots and pans with a different color that is currently in stock in store. The exact same set, different color, were approximately $150. I was told that despite our order not arriving, Crate and Barrel would absolutely not offer a substitute. The store (Avalon) offered no solutions, and gave us a phone number for customer service. Contacted customer service, and was told nothing could be done. Spoke to a supervisor, and was told nothing could be done. Crate and Barrel has items on display in store, that they absolutely cannot deliver when you purchase them. We would have been happy just exchanging them for the silt green color that was in stock, but without paying an additional $150. I didnt sell items I couldnt fulfill, and the only option is to wait. **************** was non-existent. ********************** blamed the distributor, but was unwilling to work with ***** customer. For $150, ********************** has lost me as a customer. 3 wasted phone calls to the ******** minutes on the phone with customer service.and still no delivery datemaybe next week??? Three weeks lateand they couldnt be bothered to just exchange them for a different in color stock.Ive been buying from Crate and Barrel for 25 years.and a $150 price difference on pots was enough for them to let me walk away. Crate and Barrel should be ashamed at how they treat customers.you are simply a $$$. My wife and I will never shop there again. Just give me the green for the price I paid for the blueand end my waiting.

  Business response

  07/06/2024

  We sincerely apologize for this customer's expereince.  One of our supervisors worked with the customer  directly and an exchange has been entered.  The shipment of the cookware set is being expedtied to the customer.

  Customer response

  07/08/2024

   
  Complaint: 21946634
  
  I am rejecting this response because: Crate and Barrel didnt volunteer this supervisor to help me and expedite my order. The store told me they couldnt do anything. Service rep told me he couldnt do anything. I had to ASK for a supervisor. A customer shouldnt be the one that has to SUGGEST solutions..the Supervisor didnt even think she could do anything for the first 30 minutes of my call. Spent 2+ hours on the phone for something that should have been a simple fix. I had to ask for them to expedite the order. All the supervisor did was cancel the order, and simply re-order it for me with upgraded shipping. DO NOT SELL ITEMS YOU DONT HAVE IN STOCK.
  
  Sincerely,
  
  *************************

  Business response

  07/12/2024

  we forward the customer's feedback to the approproaite teams and our office reached out to the customer directly to offer further assistance. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction and concern over the ongoing issues related to my order return process and the inadequate customer service provided by **********************&********************. Despite multiple assurances and communications, my return issue remains unresolved, leading to considerable inconvenience.On April 17, 2024, I placed an order (#*********), which was delivered on May 18, 2024. I initiated a return on May 28, 2024, through ***** (Tracking Number: ************), facilitated by your employee, ******. The return was confirmed as delivered on June 4, 2024.After receiving no updates, I contacted your customer service on June 10, 2024, and spoke with ******************, who promised an update within ***** hours but failed to follow through. I reached out again on June 13, 2024, and spoke with *********************************, who could not find any record of my return and required me to provide the details again.Continuing my attempts to resolve this matter, I contacted your customer service yet again on July 3, 2024, and spoke with *******, who also had no record of the return and asked for details such as the return courier used. It is disheartening and frustrating to have to repeatedly provide the same information without any progress towards a resolution.Given the repeated failures and lack of accountability from Crate&Barrel, I am now posting my experience on the BBB.org so that others will know what I had to deal with.

  Business response

  07/05/2024

  Thank you for bringing this to our attention and your detailed timeline. Upon locating the Order (*********) and our initial research, I show the warehouse has not confirmed this return. Also locating the tracking provided by ***** for both the initial delivery to the customer and the return to the warehouse we show a significant difference in weight, so at this time we must await confirmation to refund based confirming the return received and inspected to ensure it is the correct item returned. I have additionally looped in our loss prevention team to see if they can confirm more quickly on this ongoing issue. The total of this item is $1200+ and we understand the frustration of this issue and the concerns you are experiencing. We do need to follow our return policy and confirm this return, but we do hope to do so in a timely fashion now that we have included the proper teams to the issue above. Please see photos of tracking details for both delivery and return to show weight differences that we are researching. Thank you.     (DR)

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 23 I ordered a $500 Le Creuset Dutch oven. Order #*********. On April 25 the order shipped. On May 6 I noticed that the dutch oven had never been received by ****** I used chat and chatted with Lineth. The *** created a new order. Order #********* On May 9 that order was delivered. On May 16 I opened the box to discover the * dutch oven was cracked. I chatted with a *** and requested refund. I was given a return label. RMA# FDX1RT0000219834. Tracking number: ************ On May 20 the return was delivered to the warehouse. On May 25 I had not yet recited a refund. Via chat, I requested refund. I was told it would be 7-10 business days from delivery of the return before I received a refund. On June 3, I again requested a refund. I was told the refund would be processed and occur in 3-5 business days. On June 21, I contacted Crate&Barrel via chat again, and again told it would be 3-5 business days. On June 29 I tried customer service via phone, and once again told itb would be 3-5 business days. I requested a supervisor and got put on hold for 30 minutes and then disconnected. I have still not received a refund.

  Business response

  07/03/2024

  Good afternoon. I have reviewed your request and we sincerely apologize for the lack of communication and transparency with your ************* experience. I was able to locate your return that completed May 22, 2024 and issue a credit to your original form of payment. I additionally called you and left you a voicemail to discuss from our ************************** Please feel free to call us back and expect this credit for Merchandise, Tax and Shipping to you to post to your bank/payment app within 3-5 business days. In addition, this was forwarded to our Management Team for review and educational opportunities. Thank you for bringing this to our attention.   (DR)

  Customer response

  07/09/2024

   
  Complaint: 21933011
  
  I am rejecting this response because: I have NOT received a refund. I called your executive customer care on July 3. They said refund would be posted in 3-5 business days. It is now July 9. No refund has been received. 
  
  Sincerely,
  
  ***********************************

  Business response

  07/14/2024

  This was credited to ApplePay (your original form of payment to us) on 7/3/2024. Reference Number n3tvck5x. You should see if you have a balance there if they have not refunded to the l inked credit card or contact Apple Pay in regard to the funds and availability. They have accepted this refunded from us.  (DR)

  Customer response

  07/15/2024

   
  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

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received a cutting board off our wedding registry and it seems to be separating along the grain. To me, this indicates a manufacturing issue with product (e.g. gluing of the board or other issue). I reached out the C&B customer service and they indicated it was past the window of return. On their website, their guarantee indicates "At Crate & Barrel and our associated brands CB2, ****************************** ******|***** - we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied."I am only asking they live into their commitment and do right and replace my cutting board. This was clearly a manufacturer defect.

  Business response

  07/09/2024

  The Madeira Edge ******************* was a purchase related to ***** ********** gift registry. This purchase by their guest was delivered in September 2021. We are sorry to hear that the customer was not satisfied with the performance of this product. Any defect in construction or material would be seen within a short time after use began. This cutting board maintenance suggest hand washing with warm soapy water. It is not recommended for wood cutting boards to be placed in a dishwasher, where it can be subjected to excessive temperatures and water. It is also recommended that the cutting board is not soaked in water for periods of time. For general maintenance it is suggested that mineral oil is applied to maintain the board's ability to be water resistant, and to keep the wood from drying out. A replacement for this product is well past our normal policy, and the reason a return and replacement cannot be accepted. We would be happy to supply the customer with a 20% off coupon to use toward another full price selection. TP

  Customer response

  07/09/2024

   
  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. How will the business send the 20% offer? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several pieces of furniture with Crate and Barrell. The Miles ***** I purchased for my dining table has sunk in. When I reached out to them, as the chair is a ****** chair, and it is only me, I am not obese and I have no one else in the home, I let them know the chair is sinking and I cannot sit in it. " I was literally told I use the chair too much, that the chair should only be used occasionally" as I told them that I sit at the dining table with my laptop to work. I am in disbelief that I was told that a 'chair is being used for the wrong use'.

  Business response

  06/27/2024

  Thank you for bringing this issue to our attention. After reviewing your Order ********* that includes your Miles ****** Chair, we have looked into the concerns presented and photos submitted. Please note that is a dining chair and is not intended for use, such as 8 hour work days. Office or executive chairs, and even sofas that withstand long hours of use or traffic have additional seating support. This does not have anything to do with weight distribution, but the usage of the chair and the intended usage with this purchase. In addition, please note the puddling or "indents" you see here are known as "Comfort Wrinkles". The fabric will stretch some during of the life of the upholstered and is completely normal. We assure you this is extremely common and actually necessary for your comfort. In fact, this is the reason behind these being called comfort wrinkles or puddling. This is not a defect. This is repeated usage for long periods of time. Not something your normal dining chair is intended for. Also please note, this order is over 2 years old as this was delivered and loved since 2/15/2022. Please feel free to contact our team to browse our selection of office chairs and any benefits or uses that you may need going forward.    (DR)

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 13th, I purchased a crib, children's dresser, changing table topper, and crib toddler rail. I paid for white glove service delivery and assembly, although I was informed that this was complimentary. I informed the associate that my street and driveway are narrow, but that they could park in the driveway. These conditions are typical in our city, and the delivery would be to our second or third floor.Upon delivery on June 22nd, the drivers refused to park in our driveway because they were concerned about potentially running over some grass. They then refused to move any items from their truck due to parking on the street and blocking a neighbor's driveway.I escalated the situation to a manager and agreed to pay any parking tickets and wait near the truck to address any concerns from neighbors. They moved all items except the dresser. They reluctantly brought the dresser inside to the foyer but refused to take it any further, stating that they required further assistance.Despite my phone calls and emails, they have not scheduled a time to move the dresser to its proper place.I am requesting a refund for the white glove service and delivery, as well as a price match discount since my items are now on sale. I would also like the delivery to be remedied this week.

  Business response

  07/02/2024

  The customer was pleased with the concessions I gave her. She received the discounts asked for and a free delivery. No further action is needed. Thank you

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, my partner **** ********************** purchased an Ottomatic chemex coffee maker that has since broken.Weve been contacting both Chemex and Crate and Barrel for over a week now with little success to try to file a warranty claim each company keeps pointing the finger at the other. *** tried several times to follow up to try to get to a resolution to file a warranty request, but have been unsuccessful. Chemex has provided more substantive proof that C&B should be the one to fulfill the warranty, and we only have proof of purchase with C&B, so we are filing a complaint with C&B. If this isnt successful, well try Chemex.We like the product, but it was quite expensive ($300) to simply break this quickly and its no longer usable.Wed greatly appreciate a replacement product given ours no longer works and we have tried numerous times without success to get it replaced on our own. We are quite tired of being bounced back and forth between the companies i hope you can help to resolve the situation.

  Business response

  06/25/2024

  We are sorry to hear about the issue and confusion regarding the warranty with the customers ************* Machine. We are reviewing the warranty information with our merchandising team to make sure that the information we have online is up to date and correct.
  
  For the customer issue, we are terribly sorry for the delay on getting the customer an update on their issue. For the warranty offered on this item, it is a 1 year limited warranty, which is good for one year from the date of purchase. We have reviewed the customer's order and see that this was processed and shipped in February of 2023. Since we are outside the one year warranty period, we are regrettably not able to offer any repairs or replacements on this item. (AW)
  
  

  Customer response

  06/25/2024

   
  Complaint: 21897194
  
  I am rejecting this response because: could you please find a way to assist? Id appreciate if you could look into this further and review the chat/email transcripts. Ive been completely thrown around by your customer service agents. 
  
  Sincerely,
  
  *********************

  Business response

  06/27/2024

  We have reached out to the customer regarding their warranty inquiry, and advised them of the warranty information for their coffee machine. Since the customers coffee machine is outside of the one year warranty period, we are regrettably not able to service their machine. We do offer our apologies again to the customer for the conflicting information they had previously received between us and Chemex. (AW)

  Customer response

  07/08/2024

   
  Complaint: 21897194
  
  I am rejecting this response because: Hello,

  
  

  This issue hasnt been resolved. The company reached out but ***** resolved the issue please reach out to them for full resolution. Thanks. 

  
  

  *****

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

  Business response

  07/09/2024

  A member of our ************************** team has been in contact with the customer regarding this issue, and are working towards a resolution with them. (AW)

  Customer response

  07/09/2024

   
  Complaint: 21897194
  
  I am rejecting this response because: crate and barrel has reached out but hasnt completed the replacement. They have been very resistent to replace the defective product but finally said they will as of yesterday. I will consider this issue closed once the replacement is completed. 
  
  Sincerely,
  
  *********************

  Business response

  07/16/2024

  We have been in touch with the customer regarding this matter, and a replacement machine was shipped to the customer on July 10th. (AW)

  Customer response

  07/16/2024

   
  Complaint: 21897194
  
  I am rejecting this response because: once we fully complete the return we will consider this closed. 
  
  Sincerely,
  
  *********************

  Business response

  07/16/2024

  The customers replacement coffee machine shipped on July 10th, and shows delivered today, July 16th. The customer has been provided a Shipping label for the return of the broken machine. At this time we consider the initial complaint regarding the warranty on the broken coffee machine closed as this matter has been resolved. (AW)

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 20th I went into the store and placed an order for a chair that I was told would be delivered to the store on Sunday 6/23.Not only was I told this verbally by the sales associate but my receipt literally says "6/23 pickup." Being that I am 9 months pregnant and could not pick up the chair on my own, I had three people available to help me pick up the chair on 6/23 and I rented a van to bring it home. When I didn't hear anything from the store on 6/23, I called several times to follow up and no one in the store ever answered the phone. Today I chatted with **** on their website and he informed me that the item would be delivered to the store on 6/25. I explained my situation to him and requested they deliver it to my home instead since I don't have the means to prepare the way I had on 6/23 to pick up the item. **** said that he could not change the delivery and then ended the chat when I followed up asking for reimbursement of the van I rented on Sunday 6/23. I called the store to follow up. The manager, ****, who couldn't have cared less said "there was nothing they could do." When I thanked him for being unhelpful he said "sure" and hung up. If the store was not able to deliver when they said they would I think it's only fair they bring the item to my home.

  Customer response

  06/28/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  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. ↩