Crate & Barrel Customer Service Issues

Subject: Issue with Cha-Cha Pitcher from Wedding Registry To whom it may concern, I wanted to share my experience with Crate and Barrel regarding the Cha-Cha Pitcher from my wedding registry in March [redacted]. Unfortunately, on October 7, [redacted], my husband discovered a crack inside the pitcher overnight. When I visited the store in SM Makati, they mentioned it was due to "normal wear and tear" and that there is no warranty for glass and homeware items. Despite explaining that it was not caused by regular use or mishandling, they were unable to assist me. I have attached photos of the damaged pitcher for your reference and clarification. The item in question is number [redacted]-[redacted], as indicated in my registry. Jessica Sarmiento at the SM Makati store is aware of the issue as well. Could you please review the situation and advise if there is any resolution available from your end? Thank you for your attention to this matter. Warm regards, Saira

I returned an item in November and more than a month has passed, but I have not received the credit on my Visa or the store credit gift card I was promised. Despite many attempts to follow up on the return, including long hours on hold, I only recently spoke to someone who said they would arrange the Visa credit and have the gift card express delivered by Friday. However, it's now Saturday night, and after spending the entire day on hold, I received a message saying the issue is closed. I am unsure where the gift card was delivered as it was not to me. I believe the entire credit should be processed to my Visa to avoid further issues. I plan to voice my concerns on Facebook regarding the poor customer service experience with Crate and Barrel. The individuals I have spoken to have been helpful, but the overall phone and return process has been lacking.

I placed order #[redacted]61 on May 10 and order #[redacted]20 on May 12. Today is May 19, and I have not yet received any shipping details for either order. Despite receiving emails on May 15 stating "we're almost there" and May 17 thanking me for shopping, I still have not received any concrete information. I attempted to contact customer service on May 18 but was left on hold for 40 minutes. When I tried another number listed on GetHuman's site on May 19, it led me to the same phone tree as the Crate & Barrel customer service number. I also emailed Crate & Barrel on May 17 but have not received a response as of May 19. I am frustrated by the lack of human contact and am considering canceling my orders out of concern that I might still be charged. Despite being a long-time customer, this level of service is disappointing. As of May 19, I have waited over 20 minutes on hold and have not been able to speak to anyone. How can I get the assistance I need from GetHuman?

On June 29, [redacted], I received a letter stating that my Crate & Barrel Credit Card will be closed due to inactivity. I'm disappointed with this decision as I have tried to use the card in-store on multiple occasions. Recently, I made an online order for an All-Clad roaster, cutting board, and oven mitt, but I have not received all the items yet. This delay led me to use a different card, as I often face issues with the card sent to me in-store. Threatening to close my account during a pandemic has left me frustrated with the company's policies. I have even shopped at CB2 in Colorado. If Crate & Barrel continues with this approach, I am willing to take my business elsewhere.

I am inquiring about the status of C&B's business operations as I have faced challenges reaching customer service via email and phone. Despite attempting to contact them, no responses have been received. I encountered issues with placing an order online and have been on hold for an extended period without success. Additionally, I am unable to locate any chat support options on their website. I have an order pending with the following details: Order Number: [redacted], Order Date: 8/19/[redacted], Total Price: $[redacted].95. I am interested in completing this purchase using my C&B credit card, but I encountered difficulties, especially when applying a reward certificate. I am concerned about losing the reward if I cancel the order and would appreciate guidance on whether it can be transferred to a new order. I am also looking to add more items to my purchase. Kindly reach out to me, preferably by phone, to address these issues promptly. If a resolution cannot be reached, I may consider discontinuing the use of the credit card or cancelling it altogether. Thank you.

I purchased a couch from Crate and Barrel in Costa Mesa before Thanksgiving [redacted]. It was delivered post-Christmas. Recently, I noticed the right arm is loose. It has now completely detached and has a seam separation. I reached out via text but had trouble understanding the response. Unfortunately, I can't locate the order number because my husband passed away in August [redacted]. Could you please assist me with this issue? You can reach me at [redacted] or [redacted]. My details are: Jackie Maloney, [redacted] Harbor Way, Seal Beach, CA [redacted]. I may have a Crate and Barrel account. Thank you, J. Maloney.

I placed an order for 2 Alfresco chaise pads with the order number 212U11945 on 11/10. I was informed via email that I would receive a notification in advance about the delivery window and a call 30 minutes prior to delivery on 11/26. However, the delivery process was not as promised, and the delivery was attempted at 8:45 AM on the specified date. After contacting Fragilpak, I was told they would arrange for another delivery date but have not received any communication for over a week now. It has been almost a month since I made the purchase, and the items are still not in my possession. I kindly request expedited delivery of the chaise pads.

Order # [redacted]3: I received the SD Haworth Fern Task Chair from Crate & Barrel on 5/31, but unfortunately, it arrived broken at my home at [redacted] Yorktown Dr., Charlottesville, VA [redacted]. When I contacted the manufacturer, I was directed back to Crate & Barrel. C&B initially stated the manufacturer should handle the issue, but there seems to be confusion. After some communication, C&B mentioned they were looking into the matter, with the most recent attempt asking me to call [redacted] to organize the return of the damaged chair and delivery of a new one. However, reaching them by phone has been challenging. Can we simplify this process, please? You can reach me at [redacted] or on my cell at [redacted]. Looking forward to resolving this. Best, Ann Dunn

I need to arrange a return for my order. The Order # is [redacted]. I received the Tate 5 Drawer Chest on 6/28, but unfortunately, the right front leg has been wobbly since I received it. I tried to tighten the screw, but it just kept turning without securing the leg. Today, the leg actually fell off. After examining it, I noticed that the screw hole seems to be stripped. I would like a full refund and not an exchange. Can Crate and Barrel organize to have the dresser picked up when processing the refund? Thank you.

I received 5 metal cabinets with sliding glass doors but encountered an issue with one of the doors not fitting onto the bottom track. Despite trying, my husband and I couldn't resolve it and don't want to force it. Can you please send a replacement cabinet promptly? I appreciate the quality of the cabinets and C&B's service. Thank you for your assistance! Order Number: [redacted]51 - Online Purchase Order Date: Jun 29, [redacted] / received 08/18, [redacted] Item(s): Stad Small Space Cabinet SKU: [redacted] Price: $[redacted].97 Quantity: 5 Total: $2,[redacted].85