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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.
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.I placed an order with Crate & Barrel three weeks ago and kept receiving messages saying the item was on backorder. After weeks of waiting, I finally reached out to customer service myself, only to be told the item was actually no longer in stock. This was a complete lack of transparency and communication. Had I not contacted them, I likely would have continued waiting with no real update. Very disappointing experience overall. Do not recommend.
I bought a Kitchenaid Stand Mixer for a bridal shower off brides registry and I saw the price went down by $20 dollars so I asked for a price adjustment. Conversation literally started at 9:03 am with Hi my name is Chad. Well I didn’t hear from Chad for another 15 mins. He then came back to say “I’m reviewing it slowly”. I then asked if he needed an acct number or bridal registry number and he said “absolutely, yes please”. So what was he reviewing prior if he didn’t have this info?! So, long story short I was told they were unable to provide price adjustment since the purchase was made more than 7 days ago. I think that’s bs! I prob would have understood if Chad had done a better job. Crate and Barrel needs to do a better job with customer service personnel. Chat as of 10:01 has not been closed.
Horrible customer service. 20 + minutes on hold listening to music . No matter when I call, day o Mr night, no one picks up. I will never buy from them again. And will every one I know not to. With customer service reps to assist, they must be losing a ton of business.
DO NO BUY FROM CRATE AND BARREL!! They will say the shipped something and when not shipped they will not refund or reship until YOU call the police and file a POLICE REPORT, THIS WILL TAKE WEEKS !!!
I had a very disappointing experience at this store. On Monday, I came in to request an exchange for a coffee machine. Giselle assisted me, and unfortunately, she was very rude and dismissive. She did not listen to my situation and immediately told me it could not be exchanged without properly reviewing the case. Later, Diana stepped in and approved the exchange for a different machine. I want to be very clear: the machine was only opened, not really used. Based on that approval, I was told to come back on Saturday because the person who originally handled the purchase needed to be present. However, when I returned, I am currently in the store and no one is willing to assist me. No one has even taken the time to properly speak with me or help me resolve this. I am being ignored, and no one is willing to even bring out the machine. This is extremely disappointing, especially considering I was trying to make an exchange—not a return—and this involves an expensive purchase. Even Elvira was not helpful in resolving the situation. Overall, this has been a very frustrating experience with extremely poor customer service, lack of communication, and no willingness to assist the customer properly.
Ordered eight wine glasses I had to be shipped. They arrived, but we're smashed bits all of them. Call the store ask them to put eight more aside for me. They wouldn't do it. So I will simply leave this review to say do not order something like glassware or pottery wear to be shipped because they don't know how to do it you don't ship glass with cardboard thin dividers. Shame on this company
The offer "Get $100 when they create a baby registry with your referral link. With one registry, they can add items from all Crate Brands." is in violation of FTC (Federal Trade Commission) guidelines regarding "Clear and Conspicuous" disclosures. A referred person would create the registry and no $100 will appear. As their support team indicated me, that is Delano, Leonardo, and Juan, indicated that there are internal terms and conditions which required a $750 purchase minimum. This is a very straight forward scam.
I had been a loyal customer and card holder for years but I’m done!! I ordered a lamp in December which took til end of February to be shipped. It came damaged and it said since I ordered it in December, the 30 day return was up. Say what? You didn’t deliver it until February 23rd!!! I chewed them out and what do they do without telling me, send me a giftcard!! Sounds good rt? No because they were not nice about me returning it saying my photos didn’t look damaged so I had to keep sending newer pics with brighter lights to show the scratches and dents. Than she said I could mail it in for a return after some push back. I’m waiting for my refund and nope I don’t get one. I get a dang giftcard instead!!! What a joke. I’m done!!! Keep your credit card and not my business any more!!!
They just lie about when they will deliver your item. I text to ask why no one showed up, they just lied and said “delivery will be tomorrow”, they never came. The shipping company just sent me the same form I have filled out 4 times all ready, then informed me they would be delivering to me next week. I am away on vacation next week. I just want to cancel this and try to get a refund.
Ridiculously long hold times. Poor customer service s no matter who you talk to. Recently spoke to Jesus after waiting on hold for 23+ min. only for him to be rude and unempathetic. After years of being a customer I can no longer support antiquated systems, poorly made furniture and poor customer service. Btw. He should be fired.
I can't even fit all of the terrible experiences I've had with this company in one review. It's impossible to speak with customer services. I have dealt with order delays, incorrect shipping charges, damaged furniture, inability to change email addresses and payment methods, the list goes on and on.
If you wanna be plagued by never-ending texts and emails, then buy something from Crate & Barrel. If you go in and block the contact, you will simply get another one the next day from a slight variation. I will never buy anything from them ever again. Obviously, after reading the endless one star reviews about the worst customer service in the world. I can only say that I’m lucky that I bought some forks. Not much thinking you’re wrong with a fork. Such a pity because over the years I have bought so many things from them and they were always amazing. I wonder who took them over?
Not a good company. This first order will be my last. Offered a 15% discount to first time buyers, but provided a code that didn't work. I had already searched for and found a few things I needed and don't want to find others elsewhere, so I made my purchase BUT I will never shop at crate and barrel again, and would never recommend it. A dishonest company - there are better retailers out there.
The worst quality , purchased storage basket for my baby room . It was already all chipped less than a month ago. I can’t believe I spent $90 on this . They don’t accept return or exchange.
I placed an order of plates, bowls, and dish towels- simple stuff I could have gotten in the store- on 2/16. It said it shipped on 2/17 with an estimated delivery date of 2/23. There was a huge snowstorm, so I expected a delay. As of 2/26, no active tracking is available, and the package still hasn't been picked up from the warehouse. I called on 2/24 and 2/25, but no one could tell me where my package is or when I will be receiving it. I should have just gone to the store. I won't be making purchases from Crate and Barrel online anytime soon.
I have been extremely disappointed on their customer service. After accidentally purchasing 2 Ninja creami’s due a lag in registry updates, I immediately contacted the customer service. They were closed at the time and did not get back to me until the next day in which they said the product was already in processing. Keishagay was extremely unhelpful and ultimately both products were sent to the couple without any resolution and a double charge to our account. Crate & Barrel also provide incorrect shipping FedEx information.
Love their stuff but just went to a store and purchased $1000 worth of dinnerware and had the worst customer service. Mistakes with what they rang up and told me things were in stock when they weren't. No apologies.
Furniture was dirty, showed foam, staples not placed properly and lose threads upon delivery for a $2200 couch (I would expect that quality from TJ Maxx). Quality control was clearly missed when leaving the manufacture. Store’s response was that it was not their problem and that I should have ask to inspect the furniture at their warehouse by having all of the packaging fully removed. Are you kidding me?! Also bought furniture at living spaces, Costco and Macys. Never had such a terrible experience on such an expensive buy
I'd like to give 0 stars, but it's not available as an option. For those considering purchasing as little as a napkin from this place, fair warning: do not. I cannot begin to rate the customer service because there is none. They're great at siphoning more than 15k from your wallet, but that's it. They lie about what's in stock until after you've paid, they lie about delivery times, don't answer the phone for 30-40 minutes, and when you finally get someone, it's as if they have the IQ of an apple. I normally give people the benefit of the doubt, but in this case, both Crate & Barrel, CB2, and JB Hunt's "delivery service" should be investigated by the government for their business practices and deceptive advertising. When a place has great customer service, you can forgive a few mistakes. When they have no customer service and lie to customers, they need to feel the weight of their misdeeds. Now, I will hire an attorney, sue them, and do all I can to publicly warn people never to do business with them. Caveat Emptor.
I hate to be writing this review because we’ve always had great experiences with Crate & Barrel in the past. Unfortunately, that has not been the case this time. These chairs began tearing within six months of purchase. After spending hours going back and forth with customer service, the final resolution was a 50% store credit—only after Crate & Barrel took back 100% of the product to their warehouse. We have been loyal customers for years, have purchased major items like couches, and even used Crate & Barrel for our wedding registry. We continued to return because the customer service used to be above par, but that clearly has changed. Between the poor durability of the product and the disappointing customer service experience, I no longer feel this brand justifies its pricing. Sadly, we’ll be making future purchases elsewhere.
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