ComplaintsforCrate & Barrel

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was charged for a full couch and was told that it's custom so it takes some time, and because of covid-19 there's some delays. Paid in full on July 19th, 2021. Original delivery was supposed to be October. Pushed to november, pushed to december, pushed to january. Been sitting on the floor for MONTHS now with lumbar issues because of this, customer service is of no help and just says "it's a custom couch we can't do anything" - total scam. If you have supply chain issues, you shouldn't be charging people so early. I've had friends get couches from ikea and west elm within weeks.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We bought in October, a bed that was advertised on the website as available in early November. In late November, we received a message that the product was available. We were shocked when the most premature delivery available date is Mid January. I called the company, and they could not schedule an earlier delivery, and a discount was the only possible solution. It is outrageous how they take your money and have you waiting over four months for a product you paid for. That delivery time was never specified during the buying process. I would have known I would not buy it. Now I have waited two months already, and there is no point in canceling and buying from a different provider. They should have specified it earlier.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a couch from Crate and Barrel in Early June 2021. Our sales associate stated we would receive our couch NO later than the estimated ***** week time frame. Our couch was originally supposed to be delivered early October, which then went to mid October, then mid November, and is now expected MID February which we know will not happen. We have not had a couch since we moved, and with our delivery date now being pushed 6 months past original time frame we just want a place to sit. We have not once been contacted by our associate to let us know our couch is even further delayed, and have had to reach out ourselves every single time. When spending $4,000 on a couch AND with them having half of it already with NO product and horrible customer service and communication it makes it hard to ever want to spend another dime with the company. We were registered as well for our wedding, and have cancelled everything.

  Business response

  11/17/2021

  The order is currently scheduled for delivery on 12/1/2021. We apologize for the delays. 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  CB2 sold me a ****** Bed Cali King size under Order Number: ********* Order Date: May 25, 2020. The bed came damaged and I was given a "credit" that would NOT take away my warranty and other consumer rights under the Texas Deceptive Trade Act Practice, Consumer Protection Act. Now, 12 months later, the bed has cracked where the screws go in and is not able to be used as a bed as it has already broken and fell on my feet which fractured a part of my foot. I want a refund but CB2 refuses to refund my money after all of this..

  Business response

  11/15/2021

  Customer has been refunded in full for the bed. 

  Customer response

  11/17/2021

   
  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.
  
  Sincerely,
  
  Braxton Jumper

• Initial Complaint

  11/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a 5-piece sectional in July. Two of the sections arrived in September, and the final sections arrived on October. Unfortunately the delivery company Crate & Barrel contracted with placed the sections upholstered side down in a wet street and left them there for upwards of 15 minutes, in the rain, while assembling the legs and hardware. Of course they were throughly soaked and dirty.The delivery person wasn't even going to mention a thing until we called him out on it.Further, they broke a custom wood window shade, and again we has to call them out on it.Fortunately we have pictures and insisted that they note the rain soaked furniture and property damage they caused.While Crate & Barrel are replacing the sectional, we have waited for more than two weeks for compensation fir the damage their representatives caused.While their customer service leadership say they will resolve this within 48 hours, we still have damaged furniture and a broken custom window shade that we installed just 4 weeks before.We want reimbursed for the shade so it cam be replaced. We are done waiting for Crate & Barrel to get an answer from their contractor's insurance....that's not our issue!Crate & Barrel, you have everything asked for to confirm the damage and replacement cost. You should not make your customer wait for compensation for damage your contractor caused..

  Business response

  11/16/2021

  Crate and Barrel partnered with customer on a creative solution to receive a check for reimbursement on damages as well as additional compensation. Customer is pleased with this resolution.

  Customer response

  11/22/2021

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a sectional online (order #*********) from Crate & Barrel on June 8, 2021. My estimated delivery date was set for early October, and I was required to make a 50% deposit at the time of purchase. It is November 4th, and I have yet to receive any updated information about my sectional. I've called customer service at least three times since early October: the first time I was given no information but the expected delivery date was pushed to mid-October; the second time I called I was told that my sectional may still be on the truck waiting to be unloaded, but the expected date reverted back to early October; I called again on November 3rd and was told that the location of my sectional could not be found in the system. I was transferred to the furniture specialist department and waited on hold for 2 hours before I had to hang up. I would like the business to either contact me within the next week with an EXACT delivery date, or I would like a FULL REFUND to include the 50% deposit since the company has not upheld their end of the payment-for-goods agreement.

  Business response

  11/09/2021

  The customer was contacted and she requested that the order be cancelled. The order was cancelled and refunded in full to the customer. 

  Customer response

  11/12/2021

   
  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.The representative I spoke to one the phone was extremely courteous, so I appreciated her response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a couch from Crate and Barrel in May 2021 and paid the required deposit. After notices of the item being delayed, we received a notice today that it is ready for delivery and that we should proceed to schedule the delivery. I went online to do that, and they are not able to deliver it to me for 7 more weeks because of delays on their end, yet they charged my credit card for the balance due today. I called their delivery department and the representative told me that the only thing she could do is to request a delivery date sooner that what I found on their website. She also said that she could not stop or reverse the charge to my credit card even though they can not deliver my merchandise to me for another 7 weeks. I asked her to please request an earlier date and I asked to speak with a supervisor. She transferred me to their ********************* and after 30 minutes of staying on hold I requested a call back. I then tried the local store where I made the purchase and was told that there wasnt anyone there at the time who could help me with this. I have yet to receive a call back or a reversal of the charge. Since the above happened, a representative spoke with my husband and said she would credit back the amount charged until closer to delivery. We have email confirmation of that. Now, fewer than 12 hours later, they called to tell me that they will credit the delivery fee, but not remove the current charge to our card. A manager was supposed to call my husband, as that is not acceptable, and she has not called.

  Business response

  11/10/2021

  We have reached out to the customer to address their concerns in service as well as the length of time before the customer can receive their delivery. 

  Customer response

  11/12/2021

   
  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.
  
  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. ↩