Crate & Barrel / Euromarket Designs
Reviews and Complaints

I purchased a Set of 5 Glass Canisters, October 2nd
SKU number: 560888
$131.75 worth
An expedited shipping was picked
My question: where's my order?
The point is that I contacted your customer service several times, but unfortunately they were absolutely useless and unhelpful.
I must say you have the most terrible CS I have ever dealt with.
I wonder if I chose "Pickup in Store" option, the situation would be the same?

RE: Order #: [protected]; purchased at Tampa, FL, store:

We ordered a couch at Crate & Barrel's Tampa, FL, store on February 25, 2017. The price, $1, 598.77, included delivery. When the couch arrived at our condo building on April 19, 2017, the delivery men said they could not get it into the freight elevator nor take it up the stairs to our 3rd floor condo because it wouldn't fit. When we called Crate & Barrel, we were told that the couch could not be returned, that it was our responsibility, and they instructed the drivers to just leave it in the building's driveway. Fortunately, the driver was considerate enough to put it back on his truck and return it to the warehouse. He is a private contractor, not a Crate and Barrel employee, yet treated us with more courtesy and respect than Crate & Barrel's customer service person.

When we phoned our sales person, Debbie Davis, she was of little help and told us that we could not return the couch or get a refund. The best she could offer us was store credit for one-half the purchase price. That was not only unfair but insulting to a long-term customer.

We were forced to hire our own mover, Greenlite Movers, to pick the couch up at Crate & Barrel's warehouse and deliver it. They had no problem getting the couch onto the freight elevator and bringing it into our condo. They simply removed the outer cardboard and plastic packaging, removed the cushions and pillows, and moved it into the elevator with ease.

Greenlite charged us $450.65 for the move. I expect Crate and Barrel to reimburse us for that full amount since our purchase price included delivery and Crate & Barrel failed to deliver the couch.

We sent this complaint to Crate & Barrel through their website, which provides an email form to transmit such messages. We never even received a response acknowledging that they received the message, something that almost all companies do.

We would like a timely response from Crate and Barrel and payment from them for the $450.65 we paid to have our couch delivered because Crate and Barel failed to deliver it.

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!

We bought a sofa from www.crateandbarrel.com about six months ago and it was very expensive one. We paid over $2000 for it thinking it was high quality product. We used it only for six months and it broke. We did not sleep on the sofa or something like that. It was in our living room and we sat on it while watching TV or when guest came. All I want to say that we were very careful with it. But one day it suddenly broke. That tells a lot about quality. I do not recommend buying anything from this store, everything is very expensive and of a poor quality.

My wife and I ordered this sofa from the Lenox Mall Atlanta store and recently discovered that the order is going to be delivered late. I want to emphasize that WE discovered the lateness when WE called to check as we had not heard anything for over four weeks! We discovered through painful phone calls over three days that the store was notified within a week of the delay and did not notify us. When we tried to discover the reason, we were palmed off with several "probable" reasons that all involved the manufacturer and the material we chose for this "semi-custom" sofa. We pushed for a definite reason and the store manager eventually called to say that "corporate" had told her that our order was being manufactured and would be ready as per the "lead time" quoted in writing when we place the order, BUT, it was going to stay at the factory until Crate & Darrell had enough orders from other customers to financially justify picking up from the manufacturer and "corporate" was not going to do anything about it as it was not "cost effective." In fact, the manager confirmed that all the "lead time" and "ETA"s that they give you, verbally and in writing, mean NOTHING: it could be six, 12, 24 months or more before we see our order. Crate & Barrel are not held to any delivery standard if it does not meet their cost effective (read profit line) goals. Individual customer service and satisfaction fall way below their company profit line in priorities, despite the fact that they take your money up front and keep it in their bank account gaining interest for them! Any cancellations after 72-hours of order placing result in no refund. Under other circumstances this may be called highway robbery, or even fraud!

In addition to this appalling example of big business holding the individual "hostage" for their own gains, we have serious reservations as to what Crate & Barrel may have done with our personal credit information. When we placed the order we were advised that we would get a discount if we applied for a Crate & Barrel credit card. I went ahead and applied as directed by the sales associate and inputted my information into the key pad at the checkout desk. Three weeks after, MYWIFE, received a letter from Crate & Barrel's credit card company saying that they could not approve HER application as they could not verify HER social security number. My wife never touched the keypad and never input any of her information. After two attempts from the store, we eventually obtained the telephone number for Crate & Barrel's credit card company as it was not included in the letter. We discovered that the company had NEVER received my application and couldn't explain why my wife had an application processed in her name as the store was responsible for gathering the information. Of course, the Lenox Place Atlanta store had no explanation. We are closely monitoring our credit reports, but are gravely concerned about Crate & Barrel's personal information collection system. BE AWARE AND BE VERY CAREFUL.

I bought two blue Margot chairs but decided to exchange one of them for a different kind. I was told - no problem. I was told to cover the chair I wanted to return so I did and even put it in a spare room to make sure that it is in perfect condition. The new chair arrived and the Margot chair was picked up. Next day I went to the store for refund and I was told that there were scratches and animal hair on the returned chair and that will cost me 25% which is $300 Canadian dollars. After confronting the store I was told that scratches can be fixed but that I have animals at home and they cannot resale furniture at full price that were exposed to animal hair. Why was I not told that before? The store return policy does not say anything about that. Firstly, the chair was in the perfect conditions and had no animal hair on it or scratches. The movers saw the chair after asking me to sing the inspection form so they could not possibly be aware of any hair or scratches. The moral of the story - when your furniture are pick up or delivered TAKE PICTURES, document everything, make sure that you cannot be blamed for any "damages" later on by the warehouse. Keep a copy of Return Inspection Form and make sure that a box "no damage" is checked off. And if you have animals at home - hide them from the delivery servicemen or discuss the potential returns beforehand. I feel badly scammed.

I ordered a substantial amount of furniture from them (about 6, 000 worth) and they immediately notified me that some items were backordered by 2 to 3 weeks. I place my order anyway and then I was shocked to discover that they billed my CC immediately for the entire order before they even shipped one product!

I called corporate who helped me get the amount reduced to 50% of my total order. Then when they finally delivered the balance of my order, they only delivered half of what was outstanding. When I inquired about the rest of the order they told me that they are unsure when it would be available but they would let me know.

Additionally, they sent me the wrong size on one item and another damaged item.

I was told that they would contact me when they would deliver the final balance but nobody got in touch with me. After calling several times, they finally told me it was available to be shipped. When asked why they did not call me, they were just rude and said they didn't realize it was available yet.

At this point I was at 6 weeks since my initial order and I would have to wait a few more weeks for delivery. I told them to cancel my order and pick up everything. But they refused to credit my account even for items I never received.

When asked why they said that they honestly have no clue what was and what was not delivered so they would have to wait until they pick up the entire order. They claim new warehouse issues etc.

They seemed extremely indifferent that I was returning everything, not even offering a discount to keep the items.

They act like a startup and I would run away from them.

Horrible experience!

I ordered couch using their website in July and i was told the delivery would be made in two weeks. As soon as i ordered the email i got suggesting that the couch was back ordered and pushed to early September. I called end of august to check the status and now they say it would be late September and may be pushed back depending on the factory production. In the meantime they charged my card half the amount.

Issues to be aware of -
1. The minimum time to reach customer service is more than 80 mins (based on four calls i made). You have an option to leave a number
2. They charge your card with an excuse to hold your place in line and then they casual push the delivery date. No communication whatsoever of the change
3. Rude customer reps whose answer standard is "this is how crate and barrel does business"

We bought dining set and two wooden gifts from the company www.crateandbarrel.com. We bought the gifts, but the seller sent the email, where he warned us that the delivery of the dining set would be delayed. He told us that they haven’t received the set and it would take 4 days. After 2 weeks they informed us that the order was ready to be shipped. After that no details of the delivery and we have no idea if the seller has sent it at all. Don’t work with them!

I bought different décor items from the company www.crateandbarrel.com. I bought them, when there was sale and it the seller assured me that I would have the chance to change the items, if there were any problems. But when I really faced problems, because the items were defective, the seller refused to change them, because these items were bought on sale. The worst services, which I have ever seen before.

am waiting on hold (recording said 22 minutes) to go over for the nth time this problem: couch and large seat ordered, told 8-10 weeks. Couch came, was told "chair not on truck", they would contact. Was given a delivery date, stayed home from work, called at end of scheduled time, was told truck still did not have chair, computer problem in warehouse. Given another delivery date (today)> Still no chair at end of time. Home from work again, which is not at all cool.Ware house computer problems still. Told they had no idea when chair might come, would I like it in a different color/ (###****).is there any recourse with this horrible horrible service? I am beyond angry. BTW, still on hold waiting for the agent who will be with me "shortly". This has to be against fair practices.

Purchased Willow Sleeper Sofa from CandB online mid-April. Price tag: $2399+delivery fee. Delivery scheduled for June 9th. When the delivery truck arrived, I was informed that the couch had only three legs and could not be delivered. I had to contact CandB twice to inquire about next steps. It took six more days before CandB could locate a leg. In the interim, I requested a refund and was told by Emily (Customer Service) that CandB doesn't give refunds on furniture. When she told me it could take three to six weeks to manufacture another leg (in the event the original couldn't be found), I requested a discount. She told me that CandB doesn't normally give a discount on their furniture, either. However, we would be able to discuss compensation once the sofa was delivered. Another delivery date was scheduled and confirmed for June 25th. When the sofa didn't arrive, I called Customer Service again and happened to be put in contact with Emily. She told me (in a rather unapologetic tone) that the shipping company's previous week's vacation caused a backlog on all deliveries and that mine was never even scheduled (despite the confirmation of delivery on June 23rd). She offered me a ten percent discount, which I laughed at. It wasn't even the wait that disappointed me; it was the poor quality of Customer Service that has completely turned me off from this company. I will never, never shop here again.

I was in the Yorkdale Shopping Centre store in Toronto. I had approached a sales associate to ask about a print that had been marked down on the website and whether she could check if the price had been lowered in store as well. This associate rudely dismissed me. When I approached a second associate for help, the first one followed me around the store and proclaimed "I already gave you an answer" and then laughed at me while I continued a conversation with this second associate all the while muttering under her breath "I already gave you an answer". The second associate was so shocked by the exchange, she proceeded to give me a hug and tell me "I can't believe what I just saw". I was so shocked and embarrassed, I left the store without further action. Now that I have my senses back, I plan to tell everyone I know, post my experience on every social network site. This is absolutely unacceptable. I will escalate the experience up the food chain and tell everyone I can! Customers beware!

They charge high prices and despite claiming otherwise do not stand behind their products. We spent over $5000 and a lot of the furniture started having issues after a couple of months. Their response was "this is a naturaul wear and tear. There is nothing we can do about it."The manager in Atlanta was uninformed and rude.

I ordered a simple black dining room table in November and I am still waiting for it after I was promised it would be delivered in early December. Still here I sit with no table. Each time I call back to check the status of the delivery, the date continues to change. I am still in disbelief that a company as reputable as Crate & Barrel provides such terrible customer service.

Below is the review I left on their site - WORST service ever - Rude & apologies with fake promises

The product range is fantastic, this Mirror in particular has been a beautiful addition to our home, and the image on the website does not do it justice.

The service however in short, was fake rude and totally disorganised. This was at the Yorkdale Store, avoid at all costs if you want to avoid bad service. I would recommend shopping on line rather than go into the store or perhaps Visit the Square One store.

The server/s I had not only had a total lack of knowledge regarding the product range (yet they looked good!).
During our sale our server was busy talking to another client, who happened to only be discussing a product not making a purchase..(Hello? I am making a purchase here) I was close to walking out, but the want for the product made me grit my teeth and endure the rudeness.

Then to top this off I asked about the bookends from this range which happened to be discontinued, NO HELP whatsoever, they had no clue when they finally figured out what I was asking for they couldnt even advise to ring customer services, I had to ring the USA stores and found out they had a huge stock pile in these stores and made a purchase via customer services.

Back to my Mirror experience, so now I have made the purchase, its raining heavily outside, so I tell them I will be at the back door in my car in five minutes, (I got there in three), I ring the doorbell, and they tell me they are on their way down - I was left waiting for 20 mins in the rain, I had to wait outside as you cannot park your car directly outside the door. So now I am drenched, and I ring the doorbell to ask where my purchase is they tell me they are packaging it...Okay...So how long does packaging a box take?...Another 15 minutes later I now resemble a person who has been swimming in their clothes, they finally come to the door with the Mirror...Guess what no packaging what so ever - I get the lamest excuse as to why I was waiting for so long.

Totally not impressed with the service I phone cutomer services with regards to their credit they get in touch with the store, the store manager calls apologises says as a good will gesture we will send you something in the post... To date I havent recieved anything.

Needless to say I wont be making any purchases at Crate and Barrel in the future - A shame since I am in the process of furnishing my new home and had intended to buy some heavy furniture items from them. Now I am trying to source the same items from another store...

I would rather go to a store that gives you good service because then that good feeling and positivity is attached to that product every time you look at it.

To conclude all I can say is that one bad word goes further than one good word, its a shame that their sales staff arent taught this...

In short
1) Product range is fantastic kudos to the buyers at C&B.
2) Merchandising of stores & store planning cleverly executed
3) Prices Mid to high range but reasonable for the products
4) Service the worst yet encountered - (I have been a client at many stores across the World - UK, Milan, NYC, BC, France, Spain, Switzerland)
5) Apology from Management would have been fine but to promise something at the end of it and not deliver goes to show -

C&B are only interested in the money aspect (understandable as it is a business) but not interested in the customer journey & experience (not understandable as they are a business... Returning clientele?).

Anyways good luck with your purchases, but try to source elsewhere for want of better service, or alternatively with customer services - they were fantastic.

Have a great day.

My review will probably get removed but if it even reaches one or two people and helps avoid a similar experience I would be happy...

Ill be posting this on independant sites too...

I ordered the desk and the book cases. I've been waiting for them to be delivered for two weeks. Guess what. I didn't expect them to be delivered to 6 different packages with two different delivery services. I tried really hard to rearrange the delivery schedules but I heard that they don't indicate the schedule or I have to pick them up by myself. After hours of phone calls, the only solution was that I have to rent a truck to pick the packages since they can't fit my car. The worst part was that FEDEX office that could hold the packages was located so far away from my home and work so that I had to spend more than three hours to pick them up. I talked to the customer service twice and explaned my situation to see if there is any other option that I can pick them up in different locations. But they talked like a machine repeating the same words. Even the customer service manager, Nicle talked like a machine, too. The only thing that I could do was to pay my shipping fee but return the packages.I expected some kind of apology at least since they didn't indicate two different delivery services in their web-site but what I heard was cold rude machinary voices without any kind of apology. It was quite unpleasant. I have been a big fan of this store but I was extremely disappointed by the quality of the service they could provide. Watch out.

I wrote a bad review on Crate and Barrel 's website for the Era Console table. It was never posted and did not contain any innappropriate language. They are a dishonest company and appear to only post the best reviews.

I placed an order with Crate and Barrel earlier today (Sunday). It was an eCard (gift card) for $250.00. I received no email confirmation of the order, which puzzled me. I did get an Order number on the web page as I submitted the order.

I finally called customer service just now, 5 hours later, and inquired about the order using my order number. "Ellen" (her real name) looked it up, and said that since it was a credit card, their fraud department puts a hold on it and would probably release it the next day. And no one in their department works on Sunday. No phone call, no email notification, nothing. Just sitting on my order until I went looking.

As this was a birthday gift, tomorrow was too late. All they needed to do was send an email stating that it was on hold and I could easily have dealt with that. In fact, I understand that they are trying to avoid fraud. What I do not understand is how they don't let their customer know about it in this day of technology that can easily pop out an order notice to me.

On top of that, Ellen didn't really seem to care one way or the other, so I cancelled the order. She said, "yeah, we know about it."

Beware if you order from them. I won't do business with them again if I can help it, based on a bad policy and a phone representative's uncaring attitude.