I ordered the Lounge Deep Sofa in Cement Taft in mid-November, when the estimated delivery listed on the site was January. The receipt then indicated a February delivery. I received an email in December that the sofa was delayed until late March. They finally called last week, and I scheduled a delivery for today. So, quite a delay, but nothing egregious all considered. And for what it's worth, the delivery was seamless once scheduled.

Mine is a much smaller order, and luckily I don't need it soon. Ordered 2 leather barstools in October. At first told they'd be ready by March. Then June. Now July. I'm not impressed by Crate and Barrel's prices and policies.

I thought I would follow up on my crate and barrel order. As noted above, we ordered in July, was told November, and finally received in February. HOWEVER, there are two fabric tears on the back of my sectional frame. The store thinks that their repair guy can fix it, but the fabric is delayed. So the latest I've heard is late May on the fabric. I still will never order anything from Crate and Barrel again (which is a shame - probably 60% of my furniture and decor is from there). I'm also quite nervous that if the repair is unsatisfactory, I won't have any recourse since it will be so long after the product was delivered.

Emily - Except for the tear - as I've yet to receive my couch - my story is the same as yours! For the past 25+ years, our home has been filled with C&B furniture. But until the company examines their business process/procedures and makes the necessary changes I will not set foot in a C&B.

I've never experienced such a lack of communication within a company. I ordered a couch last August and regularly received new delivery dates via email. C&B took my money ($7,000) but never took the time to reach out to me (ie a quick phone call) in reference to the constant rescheduling. On April 4th I was contacted by the delivery company (we're 2 hours away from the nearest story) and was told the couch had arrived and they'd deliver it to my door on April 26th. I took the day off from work, cleared out our old couch and waited. At 5p I contacted C&B and told the customer service rep there was no couch. She looked up my order, apologized many times ("I'm so sorry - I'll find out what's going on and I'll call you back.") and agreed with me that the couch should have been delivered to me on the 26th. She never called me back. This morning (AGAIN) I called C&B and LSS - I was told I had my "information wrong...the delivery company will call you in 14-21 days to schedule delivery." The C&B rep was basically telling me that I made up the phone call from the del comp back on April 4th! (I should have asked her if the C&B rep I spoke to last night - who admitted C&B had clearly dropped the ball - was a part of this "delivery conspiracy" as well.) It was glaringly obvious the information in my file was modified to reflect new dates. The FACT that the delivery company called me on April 4th was no longer in the system!!! I simply wish C&B would either tell the truth OR get their stories straight so they can all tell the same lie.

Update on my comment from a few months ago. Ordered two Pacific couches for a rental property back in Sept. At the time part of the decision was around the earlier delivery time frames posted from other couches of theirs or other sites. Expected in Jan. and still waiting (end of April). It's been 7 months now and still no couches. Site still has status as "ordered" not preparing etc. and delivery timeline simply as "backordered" I have called, chatted and emailed with various reps only to get runaround. Last update provided a couple months ago was Mid April and we were given the option of canceling at that time but decided against it because we really liked the couches and at that point we had pretty limited options on other couches. I've been reaching out regularly and keep getting mid april as confirmed available date. The last two weeks I get the "any day now" and even "within a day you should get a call for delivery". Still nothing. One of the reps gave me a $100 gift card, but not worth the frustration. Honestly if they were just honest with their info. I get that there are delays and supply chain issues but I get different answers from different reps and no clear communication. I will NEVER order from them again and half of our furnishings are from there.

Terrible service from Crate and Barrel... they were not like this before....

They promise a delivery date and then you realise that date is the date when the furniture leaves their warehouse... incredible they cannot be clear about this...

Then after they long distance delivery company FragilePak who never answers the phone, will take 1 to 21 days to take a to a local warehouse and then you have to schedule AGAIN for the real delivery... Incredible!!.. it takes them around 2 months after they charge you 100% (when it leaves their warehouse) until you get your furniture. Customer Servicie responds you exactly what you see in their website... copy/paste... I won't buy from them anymore...

Update (4/30/22) - Spoke to the shipping company and it was then that i was told Crate & Barrel was overwhelmed with deliveries so they brought in additional (new) delivery companies. The dates that were originally given to me were null & void (erased from my account) and i was reassigned new delivery dates (with no explanation). PLEASE C&B - train your customer service so that they can be informed when talking to their customers!

Haven’t order from CB but ordered front Wayfair of something they said was in stock and gave a delivery date a couple weeks out. When they postponed delivery a couple times (I needed it right away and that’s the only reason I picked this item) I tried to cancel and said the same thing as CB that they will not cancel or refund until after delivery. Making it impossible to buy anything else unless you have the cash laying around.

Hey, was wondering those who were still waiting for their order, did you guys finally receive it? Especially for the Axis couch?

We receieved our Axis couch (non custom fabric) after about 5 and a half months. We ordered it in September and receieved the couch in February

Thank you!! Was its the douglas - nickel fabric ?

Still waiting on two Pacific couches ordered in Sept. originally due in Jan., then pushed to mid April. just got an email update this week (mid May) that it now won’t be ready till mid July. so 10 months for couches - if the new estimate is even correct. ugh never ordering at C&B again.

I recieved my Gather sectional in April. ordered in August. we love ot so far sonit was worth the wait

Yes it was the douglas nickel - we actually got our chaise within 2 and a half months, but everything else came in at the 5 month mark

Thabk you!!

Oh i hate crate and barrel so bad you have no idea! We ordered our sectional sofa last july. Was supposed to arrive mid november and kept being postponed each month. We are almost end of may and delivery was yesterday and guess what? Only half of my couch arrived and nobody can answer me where is the other half...

Lorina Haxhiaj, oh man can i asked which sofa and fabric did you choose?

Half a sectional! How does that even happen! 😳

Its the gathered wood base sectional, the color aspire blue.

Here is a picture of half of my couch.... the funny thing is nobody knows if its made, or not, delivered wrong or not, at warehouse or not... im so pissed with this shop you have no idea!

We ordered a gas-lift bed in October 2021 and I received 5th notification of another delay (Feb, May, June, early July, late July, August, now it moved to September. I contacted customer service and they had nothing to say except apologies and blaming it on delivery chain disruptions. I asked for partial reimbursement, I was told we can discuss it after successful delivery. Back when it was supposed to arrive in July. We got rid of our bed some time ago and since then we sleep on a mattress. I'm sick and tired of waiting and we're considering cancelling the order altogether. They still have the bed on line with est. delivery 22-24 weeks, our just exceeded 32 weeks of waiting. With apparently 14 more to go. Arrrrgh.

We ordered a verve live edge kitchen table in November and are receiving the same notifications each month. We were supposed to get ours originally delivered in March…just got a “new” notice that it is delayed now until mid-August. Beyond disappointed. They really need to tell people the truth when placing orders that they will be substantially delayed and have NO guarantees when we will get it. The sales person apologized for March, but I could handle that delay. The mid-August delay was not even anticipated. I complained and did get something from one email rep saying they would reduce my delivery fees 50% and I am absolutely going to demand that as should all of you. I will never purchase from C&B again.

Ordered a complete bedroom set in December of 2021. Still waiting and they tell us that we should expect it mid October 2022. So expect about a year for your furniture. I love Crate and Barrel but I think there should be some sort of class action lawsuit. They take your money and make you wait the better part of a year for the merchandise. Disgusting business practices in my opinion. To make matters worse, they actually cancelled the bed in my order and had to order it again(without telling me I might add) and make us wait even longer because of their mistake.

I ordered 1 garbage can in March 2022. I receive almost bi-weekly emails regarding delays for the next couple of weeks. It's now June and received another email about another delay for yet just another couple of weeks. Just be honest Crate & Barrell! Jeez.

I ordered a deep lounge couch back in Jan, it has been delayed 4 times C&B told me its now delayed until August and are blaming the vendor being overwhelmed and that it is custom fabric (douglas ice). they removed the shipping fee and gave me a sizable gift card (totalling 15% of the order). I recommend calling each time its delayed so you have a history, save all the emails. be prepared to speak to 3 levels of customer support before getting any discounts.

We ordered a 120"x120" L-shaped Axis sectional with Douglas/Ice fabric in November 2021 with an ETA "late June, early July" 2022. We've received two delay notices so far, and the ETA is now October 2022. We're canceling.

How are you able to cancle?

Called customer service, they didn't give us any push back. Told us about a new delay we were unaware of, and that at this point in time the sectional was not even going to arrive all at the same time but rather several weeks apart... useless. All the more reason we're glad to have canceled.

I‘m glad you were able to cancel! thank you for the response.

We ordered the Axis couch (Douglas Ice) in March 2022 with an early August delivery date. after 3 emails delaing the various pieces late into the year, I went into the store and canceled the order! They refunded our 55% deposit - including the ”custom order” of an ottoman. We now are dealing with the same delays on dressers and a console from them with email after email about delays months out. Received another email today which is why I researched to see if anyone else has experienced this and why I am writing this post! Worst experience with a furniture store ever. I have completely lost my trust in Crate & Barrel! Such a shame. Never again!

Thank you for the update Teri!

We were able to sucessfully cancel our order for a special order axis couch, after multiple delays and issues with other parts of the order, by filing a dispute with the credit card we used. It was not a crate and barrel card.

Thank you!

I work for CB. I would NEVER purchase furniture from this company. Furniture delays are a suspicious, delivery people are shady and the warehouse personnel inspects nothing. Go ahead. Take a chance. Order something small like a chair first. You'll be calling customer service the day of delivery. Employees have nicknamed it Cracked & Broken.

I would also like to say that I talk to Customers all day about the problems you are all mentioning here. I have no problem cancelling orders for backorders but a lot of agents are company cheerleaders so they play by the rules. Now, if you scream at us, you're going to get hung up on. Period. They do not pay us a living wage to us while you are spending thousands on a sofa, so keep that it mind please. But the bottomline for me is that if you have that kind of money for a sofa, don't order sight unseen from CB. It makes no sense and you're signing up for trouble. If they tell you that you cannot cancel, dispute it with your credit card company. Most of the leadership at CB are on huge ego trips.

We ordered a Gather Sectional Sofa in (custom fabric fabric) August 2021, just the one corner piece is missing and we keep on getting delays for the past 6 months. This is very frustrating and at this point we dont think we will ever get this sectional. Anybody else who orderer a gather sectional mid last year and still hasnt gotten it?

We ordered the axis sectional in their "in stock" color of Douglas Ice 5 months ago (April 2022). We were told we would receive the sectional mid August. Then we received notification that it would arrive mid September. I now received another notification saying mid October!. That will be 6 months then. At this point I wonder if I'll ever even receive it. I won't ever buy a big ticket item from them again. What is the use of paying so much money for something you really want if you're not even going to receive it to enjoy it?

Ironically once they finally receive it - it's another waiting game to just get it delivered. After waiting months and delays it shows it's in but over a month out to deliver it? Has to be a error unless they are begging for no customers.

Was wondering if anyone received their order yet? I purchased late May 2022 w/ estimated delivery of mid Nov 2022. (Douglas Ice - Axis)

CB just cut employee schedules. Customer Service jobs were just outsourced to Mexico and Panama over the summer. Cutting American employees down just before the holidays? Backorders out until 2023? Signs of a company in trouble and not paying their bills. Place an order at your own risk.

Currently experiencing similar delays. I ordered an infiniti sectional back in October 2021 and still have not recieved the full couch. They’ve offered to send me half of the couch since May of 2021, but I refuse to only have half of what I ordered when I already paid in full. They texted me in August 2022 to set up a delivery bc the whole couch is finally in transit to a warehouse. It is now the end of November 2022 and the couch is Missing In Transit! Sadly, I can’t even cancel or get a refund. So tired of calling and emailing only to get the same responses: “Our custom order team is working on it, you can’t cancel a custom order, the vendor is very behind, we will compensate you after it is fully delivered…”

Hi all, just want to give everyone still waiting a sense of hope. I ordered end of May 2022, estimate delivery delayed to end of dec 2022 (2 months more than original delivery time). I received an email few months ago-delivery changed to early dec 2022. It was ready to schedule for delivery early December, I had it delivered within 1 week and it was a easy smooth 15 min delivery.

The sofa is so worth the wait. Good luck y’all! Now onto the next waiting game — the ottoman.

^^ btw, I ordered 2 piece Axis-left/right love seat in Douglas ice - NYC

We ordered from CB2 in october and were 3/4 items told the items would ship the following week but the dining table would come in march we asked if the $250 we paid for delivery would cover delivering items as they became available or if we gad to wait for all itemsnto be delivered at once. the manager of the store said multiple deliveries were ok and we would not be billed extra for shipping. We were told to call the following week if we hadnt been contacted yet for delivery. no call so When we called the following week to see why they hadnt called us to book they said ”hmm weird the chairs show up in the warehouse but its not bookable but the $300 table is bookable” by this point it was thanksgiving and we asked for the table to be delivered so we could at least have thanksgiving meal together. That’s when they said we’d have to pay an additional $250. When we explained that’s not what we were told they instructed us to call the store and speak with the person who said that. In this case, it was the store manager. She said “I can waive delivery fees off there but let me check on something “ the manager put us on a long hold and some junior associate picked up and said the manager was with a customer and couldn’t talk. Then a few days later the manager called us and said they were “bending over backwards to get approval to sell you the 2 chairs on display” which would be for full retail price and we’d have to figure out the delivery ourselves. Ridiculous.

Work and life got busy and we stopped calling for awhile. Then, it was Black Friday. Scrolling through the deals we saw our chair on a sale cheaper than we bought them and it said “ships now”. So we called the 1800 number and acted like we were interested in buying but that we weren’t sure about the delivery frames. The person confirmed it would be shipped by FedEx the following day. When I explained we already had an order the agent was super nice and even upgraded us to next day delivery for free.

Since then, the same happened for another item which we were told would be “bookable” in October. This time, we received an email blaming it on Covid supply lines. I found the chair on their website and it said “bookable now”. Again I called and acted like I was interested and they confirmed.

This time the agent said “weird I don’t know why it hasn’t been sent to you. Maybe you’re looking at an old email!” I said “no, I’m pooping and I just got this notification 18mins ago”. She played it off and said ok we’ll deliver it to you on 12/26. I asked about the $250 delivery and whether this was a free delivery given it’s on an existing order. She said “typically we charge for every item delivered but since you asked I’ll waive that for you. The system just automatically applies the delivery fee”.

Funny because we have another crate and barrel order and we couldn’t get the order invoice to tie with our records. My husband is an accountant. Turns out crate and barrel billed us $800 in shipping and a manager told me “looks like you had 4 deliveries on this order sir. Reminder that’s $250 per delivery.” I said “funny because there’s only 1 item that’s ever been on this order and it’s delayed .. so you’re saying I had something delayed delivered to my house 4 times?”

On another order we cancelled an item and the system said we owed them $659 balance. How could that be? A manager on the furniture team didn’t even know. So they submitted it to the accounting team and said it was complex and would take 3-5 biz days to refund the 50% deposit.

If it walks like a duck, quacks like a duck it must be a duck. If it feels like a fraud it must be a fraud.

Lesson learned. Never ever purchase from CB2. As much as we love their products, their logistics department needs to improve. We placed an order in September-22, got an email it’s ready to be delivered, scheduled it for 1/27 but it didn’t happened. Re-scheduled it again for 2/7, again, no deliveries. There were no heads up or communication that it got delayed. It’s frustrating because we took the time to prepare for the delivery and we also made dinner plans with our friends to come over days after the promised delivery dates. Anyways, just want to vent my frustration today with CB2.

Anyone have updates on their orders?

We ordered bedroom furniture in May 22. It was supposed to be ready august/September 22. We received the nightstands in December 22, and the rest April 23. We ended up having a huge flood from a burst pipe the night after we used the nightstands for the first time in December, and we still aren’t back in our home now that the rest has arrived, so I can’t speak to how much I like using it yet. (On the positive side, the bed and dresser probably would have been damaged from the flood, so I guess it’s a blessing we hadn’t received them yet?). I will say it looks beautiful and quality! I do feel like they should have refunded shipping costs or something else to make up for the horrible delays. We had too much else going on to take the time to push back. I’d only recommend ordering from them if you have furniture to still use. I can’t imagine how terrible it would be to wait months extra if you weren’t still able to use current furniture!

I placed an order on February 2, 2023 for a custom Lounge sectional and was told it would be delivered by mid-April. It’s now almost the end of May and I’ve been told that the sofa is complete and sitting in North Carolina waiting to be shipped to Texas (I live in Austin, TX), however is delayed due to issues at the Dallas warehouse. Delivery has been delayed twice and I have really low expectations that it will happen by the end of May, which is the new timeframe they gave me. I was refunded the delivery fee, but this is becoming ridiculous!

I’ve tried writing reviews that express this so customers understand what a lie their delivery times are, but Crate and Barrel will not publish any of my reviews. I’m now determined to find every way possible to get the word out and will do so on as many different websites as I can find.

Placed an order end of March 2023 for 2 x Tate bookcases and 1 x Tate credenza. Was told mid-May for the bookcases and mid-June for the credenza. Order status now shows as “in-stock” for the bookcases yet no order updates in terms of shipping. On order status page it says “You will receive notification when your item(s) are ready to schedule delivery.
All in-home delivery items will ship together once your made-to-order or backordered items are ready.” Does this mean they won’t ship my order until ALL items are showing as in-stock? If so worried that will never be the case.

Same with 2 previous orders. The one that brings me here today... "Oh wait, we decided not to make those chairs after all." Problem is that I love their merch, but that company shouldn't be in business the way they've put customers as the lowest priority and cash flow as the highest.

I was able to get some of my order delivered once I saw it was in-stock. Mind you I was never notified it was in-stock as they said I would. Today received notification that my other product in the order has been delayed to end of August from mid-June. I really don’t understand their logistical operations model.