Crate & Barrel

I ordered the KitchenAid® Artisan® Series 5-Quart Tilt-Head Imperial Grey Stand mixer on 2/13 and paid for 2-day delivery with an expected delivery date of 2/16. Fast delivery was imperative because the recipient would be out of town the following week. On 2/18 the mixer had not even shipped and I spoke with 5 different Crate & Barrel representatives, none of which had a satisfactory answer for the delay. The only answer I was given was that they would have to send an email to the warehouse with an expected response time of 4 hours and get back to me. I questioned why they couldn't call the warehouse and explain the urgency of the situation but they said there were no phone lines at the warehouse. Really?

None of the representatives ever called me back with an update. The last person I talked to, at my request, was a manager. During our conversation we got cut off. I would have thought that she would have called me right back but I never heard from her the remainder of that day or after. I finally received a shipping confirmation 2/21 with an expected delivery date of 2/23 which is exactly when the recipient's vacation starts and she will not be home to receive her package. All of this was explained to each representative but, obviously, Crate & Barrel doesn't care. I will not be giving them any business in the future. This has been an absolutely terrible experience and I would not recommend Crate & Barrel to anyone.

Customer does not have a proof of purchase for the chairs that they are referencing We checked our systems and we were not able to locate an order based on the information the customer had provided We reached out to our MIS department in order for them to research further to try to locate the order Based on all of the information the customer had shared, our MIS team could not locate the order These chairs have been discontinued from our stores since early 2012.We offered a $gratis card as a customer service gesture for the service the customer had experiencedWe cannot offer any type of resolution concerning the chairs without a proof of purchase

We sincerely apologize for the customer's frustration There has been a delay on the mirror, and it is now expected to be available for pick up in mid July Communication on the delay should have been initiated by us, and should have been more clear As a gesture of our apology, a $ [redacted] gratis Shop Card has been issued for this customer, and should be delivered via *** in 5-business days

This issue has been resolved A manager has spoken with the customer and issued a refund of the delivery fees

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11578312, and find that this resolution is satisfactory to me Sincerely, Sarah [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ There were actually two separate shipments for the customer's order.The Shams shipped Next Day Air via UPS on Tracking Number [redacted] and were delivered on 9/09/at 12:p.m The Pillow Cases shipped Next Day Air via [redacted] on Tracking Number XXXXXXXXXXXX and were delivered on 9/09/at 9:a.m

Customer service has reached out to the customer and arranged for a pickup and full credit for the table

We are very sorry for any confusion regarding the delivery booking process It is our understanding that the delivery was completed on May as scheduled Our Direct Marketing manager has been trying to reach the customer to discuss the situation, and offer resolution She has left voice messages and sent email, but has not had a response back yet

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Jessic ***

We are so sorry for the oversight of delivering the chair without the base Our associates have been working to resolve this issue, but our system would not properly assign the base for delivery The Saic Quantam Rocking Chair Base is being delivered via [redacted] **, and scheduled for delivery tomorrow, Tues, July [redacted] tracking # [redacted] We sincerely apologize for the frustration and inconvenience this has caused our customer We would like to offer a $ [redacted] Shop Card as a gesture of our apology Thank you

This matter has been brought to the attention of the store's General Manager, as well as Crate&Barrel's Risk Management team This resulted in the filing of an insurance claim with our carrier, HDI Global Insurance Company The damage claim was denied by HDI because of existing video footage showing the customer loading the table into his vehicle, unassisted

confirmed with our Sales Audit team that the check was mailed out on May 5, but unfortunately customer did not receiveFollow up with customer to confirm mailing address and we will send replacement check

We have contacted the customer to discuss her concerns regarding her order We are truly sorry that the merchandise was not delivered as scheduled due to lack of inventory in our warehouse, for the billing issues and customer service experience As a customer service gesture, we have offered the customer a gratis card to use towards a future purchaseThis gesture was accepted by the customer

The customers complaint has been escalated to a manager The manager called and left a voice message for her yesterday, 12/29/15, asking her to please call back so that we can address her concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The he reciepent of the original gift has now received her gift Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:On Feb 12th, table legs and a table top were delivered—from two different trucks at two different times in the dayBoth parts are still sitting in my dining room, weeks later, unassembled because they are the wrong legs and even if they were the right legs (which I guarantee they are not), there is no hardware to attempt to put them togetherI called the delivery company directly on Feb 12th to let them know of the issueNo call was returnedI called C&B Feb 13th and was told by a rep that they would work on resolving the issueI have not heard any update since and no one has left a messageI called again today to ask that a rep or supervisor follow up with meThis order was placed in OctoberThe failure of immediacy to resolve this issue is beyond unacceptable Sincerely, Heather ***

We apologize for the backorder status on the customer's merchandise as we have been awaiting to receive the purchase order from the vendor We are happy to report that the merchandise has become available to schedule for delivery An email was sent to the purchaser on May 30, with this updated information Also, the recipient has been contacted to schedule delivery of her merchandise We appreciate the customer's patience in this matter and apologize for any inconvenience the customer has experienced

The customer placed a “buy online, pickup at store” order on 12/26/15. The order was for a clearance item, Luz Candle Holder 224-111. These orders come into the store and are processed hourly. The store has to verify availability before they accept the order. It
is possible that an item may have been available when he entered the order online, but sold before the store processed the order. We sincerely apologize for any confusion or miscommunication about the availability or readiness of the order. The manager was able to find another candle holder at the Northbrook, IL store and offered to ship it to him, and waive the shipping cost. The customer wanted the item shipped using Next Day service, but the manager declined the request, as it is not our policy to waive the shipping costs on clearance merchandise, and she had it shipped Standard service at no cost as a customer service gesture. The item has been shipped by the Northbrook store (*** via *** tracking *** Due to the holiday this week, the package is expected to be delivered on Tues, 1/5/16. The customer called this office, Corporate Customer Service, Office of the CEO, on 12/28/15. I spoke to him, apologized for the frustrating experience, and did say that the associates involved resolved the situation as we would expect. They located the item, and because it was not available locally, had it shipped at no cost to the customer. He expressed that he was not satisfied with this and would file a complaint

We apologize for our inability to deliver this package before Christmas as promised. The customer was refunded in full on Dec