"RACIST RACIST RACIST. My sister and I were just here. We came completely dressed down because it has been raining all day and it's the weekend. There was a man and a woman helping us and another associate who had a customer decided to involve herself into our conversation. We were inquiring about the Design Trade discount, in which my sister is entitled to use from her job; she wanted to know the process. My sister has been buying furniture for her newly renovated house and was able to use the discount at CB2 which is the sister company to Crate & Barrel. This woman started to loudly scream and accuse my sister and I that we were stealing by trying to use the Design Trade discount. My sister's name was not registered on her company's account. However, the person listed on the account no longer works there, which shows the account has been outdated. This account was created over 10 years ago before my sister started working there. So instead of this woman politely saying, 'I'm sorry ma'am you need to register online, here are the steps', she said, 'you are STEALING'. We were truly embarrassed and I was almost in tears when I left the store because customers were staring. Ummmmm I'm pretty sure this can turn into a lawsuit if we took it there, all because of the COLOR of our skin. I am not one to pull the race card, but what happened here was clearly racism. We have the money to buy anything in that store in CASH if we wanted to, but of course if we can save money by using a discount in which my sister is entitled to, then why not? What's funny is that her customer was a white woman and she went out of her way to help her, only for her card to DECLINE, but for the people who were dressed down, she thought we were broke. I will be writing a letter to corporate because people like that should not be working in customer service at all."

"Bought an item during the Black Friday weekend sale, was going to take 2-3 weeks for delivery which was fine. After scheduling delivery they charged me the difference of $800+ for the current price. One and done with this company"

"Just don’t do it. They sent me damaged merchandise then made me pay for shipping it back to them. Then I discovered I could have bought it cheaper on Amazon and had their customer service and return policy.

Just don’t do it. "

"I ordered a dining table for my daughter from the Houston, TX store. We had to pick the table up in Dallas. We were told the table would be ready to pick up on December 2 but we could not go that day so I scheduled the pick up for December 9. We had to make an appointment to pick the table up and we live 110 miles from this particular warehouse. When we arrived at 1:00 pm. we were told the table was not there. No one from the store had bothered to call and tell us about this. The warehouse was unable to reschedule the pickup because they are a third party shipper. We had to contact the store where the table was purchased. The person I purchased the table from never would get on the phone to talk to me. Someone else got on and told me I was in the wrong place - that I was supposed to be in Austin, which is over 200 miles from where we were at that moment. Then he told us it was not scheduled to be there until the following week. The shipper told me his manifest showed it to be on the truck coming in late that afternoon of the day we were there. We decided to wait it out. The guy from Crate and Barrel told me he would have the woman I purchased the table from call me back. She NEVER did. If we had listed to Crate and Barrel we would have left without the table thinking we had to go to Austin. We finally got the shipper to agree to work with us and let us know when the table finally came in even though they don't normally do this but they knew Crate and Barrel was not helping us at all. I have emailed customer service 3 times. 3 times I have been informed that the person from the specific store needs to handle this issue and they HOPED this person would contact me. This has never happened. I would never recommend a large purchase from Crate and Barrel based on the lack of customer service, the lack of communication, and the poor way customers are treated."

"Among other negative experiences with Crate and barrel - the most recent one is that they encouraged the customer to avail of a 15% discount when you sign up with your email first. Then when I copied and pasted the 19 digit code to my order , it didn't accept it. I went to chat online and told them this. They said that 'they were sorry but this code is not working....' and that was it. They never suggested anything like - 'however, we will honor this and give the 15% to you'......
whatever."

"STAY AWAY FROM THIS STORE!!!!! I will never buy things from CB anymore. Their horrible service brought so much trouble to us. Here is what happened on me:

We bought a couch from CB. For our first delivery, they sent us a broken piece, so that we have to replace. For our second delivery to replace the original one, they schedule a wrong delivery time so that we have to wait for one more week. We requested COI when we scheduled the second delivery and they told us they would take care of it. BUT what happened was they never send the COI to our building management, so that the management issued a $500 fine for us.

We went to the Soho store to complain about our issue. The customer service people have a good attitude BUT THAT'S HOW THEY TRICK YOU. THEIR GOOD ATTITUDE MAKES YOU BELIEVE THEY ARE WORKING ON YOUR COMPLAINT, BUT RIGHT AFTER YOU LEAVE THEY PUT YOUR CASE DOWN AND WORK ON SOMETHING ELSE!!!

I'm really really afraid of shopping in CB now cuz their customer service is extremely unreliable and horrible and caused so much trouble for us. We didn't get what we paid for at all!!!!"

"My order accidentally shipped before they realized I'd sent in an earlier request to cancel the item. Lynn, who is just amazing, noticed the issue and sprung into action. She stopped the truck and tirned that item around and on its was back, thus fixing everything. I work in customer service and wish I had 10 team membest just like her! So impressed! ;)"

"Crate and Barrel severely botched the delivery of a large quantity of furniture I ordered. Items were broken, splintered, parts did not fit together, delivery personnel could not rectify issues, and Crate and Barrel associates and managers were unable to assist me. I took a few full days off work for deliveries that were unsuccessful, never occurred, or left me with broken/unassembled furniture. This purchase has cost me a lot. I have paid a handyman to finally make the furniture functional and safe and lost $3000.00 in salary. I am extremely dissatisfied with Crate and Barrel Management. I hope they do contact me soon with a solution to the time, money, and trouble they have cost me so I can report back positively on this site. BEWARE!"

"I ordered a chair on line from Crate and Barrel and opted to pick it up from the distribution center that is an hour away from me in order to save the $99 delivery charge. They emailed me that the chair had arrived and I emailed them that I was going to pick it up the next day. I called the next day told them when I would come to get the chair and they said any time was ok. When I arrived, they did not have the chair and in fact it had never even been ordered. They told me to check with the store to find out if I could have a free delivery because the mess up was their fault. The store told me I had to pay for delivery but they would give me a gift card for the $99cost of the delivery. I don't want more stuff from C&B. This was their fault and they should correct it.

Bad customer service.

Previously I had ordered a piece of furniture and paid the $99 delivery fee. I had to agree to a delivery date three days in advance but they wouldn't schedule the time. If I had to change the time that they later assigned to the delivery, I would be charged a $39 fee.

I will never shop there again."

"I have purchased two sofas from Crate and Barrel in March 29th 2014 for well over $4000. I have never been more disappointed at furniture pieces in my entire life. They look very worn out, they stain very easily, the seat cushions look very seated, and the fabric is ripped after only two years. The legs scratch my floor, and one of the sofas is custom sleeper, it makes noises when you turn in the mattress. I have seen sofas that are over 20 years old looking better then these two.
I have called Crate and Barrel Costumer Service, and the Representative told me "We cannot do anything for usage" and after she has seen the photos she said "they look abused". I am a very clean person, maybe a bit OCD, and I have never felt less helped then with Crate and Barrel. I am a normal person that uses furniture in a very caring way. I have furniture that is over 10 years old and looks brand new. It is definitely not me who "Abused" these sofas, it is the cheap material that Crate and Barrel used that makes these sofas so terrible. These sofas were not cheap, so I feel cheated in every way. Waste of my hard earned money.
I am definitely never buying from Crate and Barrel again. There are plenty companies who take better care of their costumers."

"I ordered two "Monterey Charcoal Dining Chairs" even though they were on back order. All the chairs I was interested in were on back order so I chose these. I called to check the status and was told they were delayed even further. I asked if the chair was in a store by me do I could see it in person. They said yes and gave me the store info. I saw the chair at the store and it's a brown/tan fabric with dark legs. The chair in person doesn't look like the chair on the website at all. I cancelled my order. I used s discount coupon and asked to be sent a new discount code to use for purchasing a different set of chairs after I could get to the store to see them in person. I was told they "don't have discount codes laying around to give to customers. ".
I won't be shopping with them ever again. What a joke! The customer service lady was a rude, snarky, smart-**** on top of it. "

"I ordered my diningroom set from crate and Barrel. I was so excited to get it. It was delivered and had a terrible oil smell. I started getting migraines and my chest was heavy. I called 4 times and given a different explanation. I finally scheduled for them to pick it up. When the new set came, they didn't deliver the chairs because the manager failed to add that to the order, and the table itself was defective with a big white ring in the center. I had them bring it back. I immediately called the manager from the providence store, and informed him of the defective spot. I told him I wanted a set that didn't smell like oil and wasn't defective. He told me that he is referring me to the warehouse, as it's out of his hands now and they would call me in 2 days. A week had passed. I called the manager from the store 3 times with no resolution. I then called corporate and was told they returned my items and that's why it was never delivered. The lady Elaine from corporate was cold. Could care less that my set that has been PAID IN FULL hasn't been delivered in a month. I asked if she would still give me the sale price and her response was " I guess I will honor that" but she wouldn't place my order for me, said someone will call me, yeah right! A day past, and no phone call, so I had to call corporate again. Customer service finally called, and placed my order, but Corpo rate FAILED to tell them I was to get the sale price I originally purchased it for. The only reason why I continued with this order is because altho I paid for it in full, crate and barrel would only credit the credit card. Worst customer service ever!!!! I didn't want to give a single star but it makes you. You would think after the trouble unhappy customers go through, they would be accommodating or do somehing to try to make their customers happy. "

"I used to love this company and their products but I'm very disappointed with their customer service. I ordered Christmas decorations, and after waiting 1 week for my shipment confirmation and not getting it, I checked the online order status only to find that the item had been "canceled." I called customer service, who "explained" to me that since the item was on clearance, they ended up being under-stocked, and that they had shipped the remaining stock to the outlet. So there was no more that they could ship out to me. What?! The item was "in stock" when I ordered it, and then the store decided it was better for them to ship it to the outlet to be sold there... The customer rep was completely unapologetic and just kept repeating this "explanation" as if this was a sensible thing. "

"If I could give no stars, I would. I have purchased three rooms of furniture over the year from the Natick store . There have been major problems with them all. Truly this is the most incompetent group I have had the misfortune to know. My latest order( 2 leather wing backs) was to be in the warehouse on Dec. 18. ( 6 weeks after ordering) .I called on the 18th to find out only one chair was there. The other would not arrive until mid Feb.! ( They still had to make it!) No one new why! On the morning when my 6 dining chairs were to be delivered, I received a call saying there were no chairs! I am serious. No one new where the chairs were. A sales person called two weeks later and said she would personally bring two of the chairs, from the store, to me, in her SUV! But we'd have to wait for the rest! We like a lot of the furniture at C&B, but their stuff is pricey. Believe me, it is not worth the stress and frustration you have to endure. Shop elsewhere and get your items in a reasonable amount of time. "

"I dont understand why this store has such bad reviews.


This store has everything!!!! The quality of their merchandise, prices and personnel are superior to all those in the LA area. I especially appreciated my salesperson Kyle. He was knowledgeable, helpful, and pleasant to deal with. What more can a person ask for? I highly recommend this store"