Crate & Barrel — Local services in Phoenix

I don't know where to begin with this debacle but I'll do the best I can. My girlfriend and I went in to look at purchasing some items for a new house that she was buying. The staff was friendly and courteous and unfortunately most of the negativity came from dealing with this company online. We had decided on some very nice Cube pieces that we wanted to order, 7 in total and going to build them into an entertainment center. I placed the order online and saw that all items were in stock and could be shipped locally to Arizona from their Chicago Warehouse. Approximately a month later we set up a delivery date but due to a delay in the close of escrow we had to call cancel that and reschedule for 2 days later. She spoke to a woman named Wendy on the phone who assured us that was not a problem and she would change the delivery date for us. As that date approached we never received any text email or phone call confirmation to confirm and give us a time when to expect them. I had to call them personally only to be told that they show the appointment was canceled but never rescheduled. From there they further explained that all their trucks had gone out for the day and there was no way that they could get us our furniture and we would have to reschedule for another delivery date. To my frustration I was forced to have no choice so we set up the delivery date for the following week. I was contacted with a window of time that they would come bring part of our order but not the complete order. In asking for an explanation all I got was the runaround and I finally had to ask to speak with a supervisor to get more answers. This woman then informed me that the items come from their Chicago location and sometimes due to human error all the items don't make it on the truck..... seriously? How is it that you can place an order online are told all items are available then when you place the order and they take your money by credit card up front they don't put an entire order together as one bulk shipment and send everything at the same time. I told her that was unacceptable and that she needed to find a way to get the other items shipped to Arizona and all items to be delivered on the day we had rescheduled for but she told me that was not going to be possible. After biting my tongue and expressing my dissatisfaction I then asked her if the company would overnight the items to assure that they would arrive in time for a full delivery. Her reply absolutely floored me, she said she doesn't recommend shipping overnight because items have a tendency to be damaged. Really? You actually just told me that your company has damaged items in the past by overnighting them so you don't recommend it? WOW... maybe you don't want to be that honest when you're talking to a customer. She then explained she would look into it and try to get more information from her "partners" and get back to me. Here's where you'll love what pushed me over the edge next. She proceeded to explain that it was late in the day of Monday so chances are she wouldn't get an answer back and since she's off the next day she would get back in touch with me on Wednesday with updates and if it would even be possible to have those items delivered on the delivery day. So let me see if I have this straight I'm a customer who just spent over $2,500 to buy items from your company yet I am now expected to work around your work schedule to get answers???? I've never in my life dealt with such an unprofessional company especially one that is well-known all over the country. It took two separate delivery days and over a week and a half in the end we're very happy with the furniture but we will never step foot in one of your stores again nor will we shop online and we have told this story to countless numbers of people to ensure that they don't make the same mistake we have and work with your...

I gave Crate and Barrel every opportunity to correct my problem before writing this review. I purchased the Lakin dining table and bench on November 26th, 2024. It is May 3, 2025 and I am still without a table that is not damaged and both leaves broken. I can't tell you the amount of calls it has taken to attempt to get the table replaced. They have ordered replacements twice with a 12 week waiting time for each set. We set up a delivery date and time and after I sit home for two hours and wait, I get a call telling me that the replacement is broken and they need to order another one. I finally said just give me my money back and I will throw away the leaves and use the damaged table as is. If I didn't order the bench and matching chairs, I would just return it but, I can't return the chairs that were ordered online. They offered me a 15% discount. I laughed at that and asked for a manager to call me to discuss....crickets yet again. I do not write bad reviews unless it is something that I have given my all to resolve on my own. I have a new home and purchased several thousands of dollars in furniture and Kitchen Items from Crate and Barrel. If all three tables have broken leaves, I am pretty sure they will all crack in time. So disappointed in my favorite store and buyer be ware...

When I was planning my move to California, I wanted the best furniture to go in my new apartment. I googled "best furniture store" and Crate & Barrel was at the top of the list.

First, the good. The customer care at the Scottsdale location was excellent. The furniture is beautiful and sturdy. The delivery crew was professional and prepared.

However, Crate & Barrel's headquarters customer care is terrible. I ordered a full bedroom set to be delivered on the day of my move-in. Crate & Barrel called 2 days before to set up a delivery time. We agreed upon a time, and the delivery crew came as expected. However, my bed did NOT come as expected. Apparently my bed was on backorder, and no one from Crate & Barrel found it pertinent to tell me. As a result, I donated my old bed before I moved. So there I was with a mattress and no bed. I called headquarters a number of times to resolve this issue to no avail.

EDIT (8/28): The team at the Scottsdale store reached out to me after this review to try to make it right. We finally received the compensation that headquarters offered us thanks for Leanna at the Scottsdale store. Be sure you work with your store instead of headquarters if you...