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Crate and Barrel (www.crateandbarrel.com) has a 1.2 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is poor. 91% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-09-01.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. Many people heavily struggled with unhelpful customer service representatives who constantly failed to resolve issues or communicate properly regarding heavily delayed online purchases. Customers additionally experienced significant delivery delays, frequently receiving severely damaged or completely defective items after waiting for many long months.
Some reviewers were genuinely happy with the initial quality of the merchandise or found certain individual staff members great on the phone. A few loyal consumers noted that they previously enjoyed wonderful shopping experiences and great service with the brand before encountering these frustrating recent problems.
Auto-generated from all reviews of this business. For reference only.
Poor quality of furnitures. After more than 3 months of waiting, they delivered the furnitures without undergoing quality control. It was delivered damaged. When I told them that I will just return them, they gave me dates, confirmed it then cancel it the same date of delivery. It happened several times. So its not only poor quality of furnitures but poor customer service.So It’s a total waste of time and money not to mention the stress you will experience by just calling them.
Worth customer service experience for years. Received defective items for kids birthday. They offer 15% discount but we were not ok with that. Instead of match extra 150$ they offer full replacement in next month what was not good for us. Person from leadership team (she described herself ) definitely could do a math towards company. All discussions took three days and wasted 3 hours on phone.
Made an order of nearly $20,000 on May 2nd. It's now August 24th.
The company could not tell me where or if the order would be delivered. I had to reach out to my credit card company for support.
I placed an order for pick up at a warehouse that’s close by me, I arrived for pick up, the person was able to load the item into my car without issue, I realized they needed me to put the seat down so I went around to do that, they loaded the item into my car and everything was completely fine.
As I was securing my item, some random guy who was not involved in the pickup at all started accosting me about how “next time” I should help them load the item into my car, berating me with insults over absolutely nothing. His breath wreaked of alcohol, speech slurred, etc., this was probably the most insane experience I have ever had with a furniture store.
Not to legitimize his concern, but had the employee asked me to help them I would have definitely helped them, however, in a warehouse environment, communication is essential, and since they didn’t ask for help, I didn’t feel the need to get involved, this is their job, it’s what they’re paid to do.
So to the drunk that works at the Crate and Barrel warehouse in Eagan, Minnesota, don’t worry about me, there won’t be a next time.
Had dinner at the crate and barrel in Sturbridge, the waitress Theresa was horrible.. we sat down and she came and took our drinks orders then we told her that we were ready to order our food. And she gave us a look to kill she then came back and slammed the drinks on the table and came back with the biscuit and literally threw them on the table.. and the same with our food.. she then asked us if our food was good and we answered her. We said yes, and then she gave us the bill. We wanted to order dessert. She didn’t even come back. we had to wave her down to come back to get dessert and she was so upset and angry that she had to redo the bill. this is poor Customer Service. I have been in the hospitality business for 25 years an
I’ve never been treated that way when a waitress is throwing food at you and unhappy and in a rush. Will not be returning. need to spend more time on training your employees on hospitality.
Just a reminder to spend your money elsewhere. This company is a joke, the customer service is a joke. I ordered a couple benches for my guest house and they forced me to have in home delivery which meant my units set in a warehouse 20 min from my house for 14 days waiting to be delivered, C&B would not allow me to get them even though I had paid for them. C&B is trash, I will never spend another dollar here.
Borderline Fraud. Bought two made to order chairs paying $1500 each. Waited four months only to receive one chair from the supplier in Poland and other a display unit product which was covered in a plastic sheet, was scratched and had mud marks at multiple places. CB quickly withdrew money from my account claiming chairs were made to order. After I sent evidences they tried to offer me 15% discount in order to make me keep the product which was a used display unit. Dishonest company.
Ordered chairs from CB. They shipped and are sitting in warehouse for 6 wweeks. Nothing but lip service and no apology from CB.Disputed the charge with my CC co. and after 3 weeks the dispute was settled in my favor. There is no way I will ever order from this company again. Terrible.
NEVER AGAIN!
I started renovating a 1300 sq ft apartment. The first room was the main bedroom's bathroom. I went on Crate and Barrel and found this vanity (the one I ordered was this style with one sink only) that I really liked. I ordered it and it was to be delivered about 10 days after. Starting from a week before, I received confirmation after confirmation (email, text...) up until the very day before. I took the day off from work to receive it. The evening before I got a call to tell me that "the vanity was not on the truck" so my delivery was cancelled... I am not sure Crate and Barrel know what "confirmation" means...
I called customer service to find out what had happened. The agent said that she had never heard this before and rescheduled my delivery. I also received a text from someone named Paula who was really going to make sure everything was going to be ok. "You are in great hands" was the last words on the text.
Again I start receiving confirmations (email, text...) and took the day off to receive the vanity. THE DAY OF THE DELIVERY, I received a text (not even an agent or Paula) saying that my order had been cancelled AGAIN. I was of course furious and called customer service to cancel the order and get my money back. They barely apologized!!
The order was going to be the first of many. I have another bathroom that is going to be renovated, a kitchen and living area. I was going to order all one by one in the next couple of months and my budget was in the $12k to $15k. After this lovely experience I am going to spend that money with their competition... NEVER AGAIN!
We ordered a leather sectional couch and ottoman 7 months ago. We waited 3 months for it to arrive and when it did it was the wrong color leather. Store manager at Topanga Woodland Hills was rude and unhelpful and basically telling me I was wrong and it was the right color. I insisted that someone from the store come out and look at it (after sending the store pictures) and they too agreed this was a mistake and it would be taken care of. No rush of any kind was put on that order and we waited 14 weeks for the next sectional. SAME WRONG COLOR again. We ordered a color between Carmel and Camel and we received DARK brown. Another store manager this time told me this was an acceptable color! Took it to the corporate offices and she was very nice but her big offer was for us to keep a couch we don't like after waiting more than 6 months for a whopping 30% off. What we were looking for was a "rush" on the order being it would now be a third attempt and a discount of any kind on the couch we wanted! We returned the furniture yesterday and today our new furniture is arriving from Restoration Hardware, where I can say we honestly received excellent service!
Worst customer service I have ever experienced EVER! Would not buy from them again because of that alone! Two of my dishes arrived broken and all I needed was a simple replacement! It’s been 4 days of attempting to get a hold of someone via text, phone and chat and NO ONE HAS ANSWERED OR GOTTEN BACK TO ME.
Terrible company. Ordered bedroom set, they tried to deliver two. I refused. Ordered a sectional. They screwed up the skew and one piece will be two months late. Discovered the design won’t even fit in my space. Ordered a chair and they misplaced it so it wasn’t included with bedroom delivery. Drove two hours to be there. Never deal with this company. It’s a disaster.
Customer service is the worst!! Try getting a refund, makes you think they like stealing people’s money. Worthless outfit, NEVER will buy from again…..
I returned Axis Sectional 4 pcs Sofa and I complained many times to customer service. They keep so saying "Will report to Advance Team". In their record, my return already successfully back into their system. It is really complicate customer care as I can only text my complain.
WORST customer service ever to replace a broken chair
WORST customer service ever. We ordered two accent chairs and one of the chair was broken upon arrival. And when we reached out to customer service to see 1) if another one can be sent without any shipping fee, 2) have the guys pick up the broken item, but I was getting transferred to agent after agent with no help. Currently I’m on hold to speak with agent number 7. Who knows, maybe they’ll hang up on me again.
I’ve shopped at pottery barn and this is by FAR the worst experience I’ve ever had.
I was at the Beverley Hill’s store to purchase a sofa and a bed. When the bed was delivered, I found out it was defective and unusable. I was told the defective part would be delivered the following week. When the new part came, it was also defective so it was taken back. Eventually I was able to get the right part that was defective.
Now to the sofas. I also paid for a sofa in April. Was promised it would be available by early - mid June latest . When I called to enquire about the sofa, I was told it won’t be available till August. I was told to come to the store to get a different color which I now did.
Without canceling the first order, I paid for a new one that was meant to be delivered 6/17. I called 6/15 to make sure we still on track only to be told it won’t be available for delivery till end of July. Mind you, I’ve made payments for 2 sofas due to store associates giving wrong dates to make customers purchase products.
This is very unprofessional and this I believe is not being deceitful just to make sales.
I’ll be asking Crate and Barrel for both payments back. The audacity of the customer service telling me I can only be given a store credit. They know better as they broke an agreement .
I previously bought one bathroom light-fixture and by mistake I received a full box with 6 fixtures. Since I had only paid for one, I called the store and told them about this issue. The person on the phone told me to return the extra 5 items and to compensate for my effort and for them to get the 5 items back (worth around $1000), Crate and Barrel would issue me a 20% coupon to be used on a future purchase. I now wanted to buy an espresso machine and tried to use the 20% coupon code but I wasn’t able to use it since the machine was on sale.
I find this to be unfair since the coupon was not given to me as a promotion (and I understand that a promotion coupon might not be able to be used towards a sale item) but this code was given to me because I saved them about $1000 and at the time no one said that it was not valid on sale items.
If I could leave zero stars I would. I have spent a week with misinformation and poor communication regarding my order. There has been NO ONE able to provide accurate answers or assistance. Never will I shop there again.
I bought carpet and charge the full amount the carpet should be in stock within 3 week keep getting messages it’s on back orders for weeks like all other reviews they are using your money for months that there tactics stay away from this business
Purchase Saucepan 1 -1/2 years ago rim all rough and black. Only offer 1/2 of what we paid. Terrible products at the price they charge and very poor customer service.
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