Crate & Barrel

We have requested that the listed address be completely removed from our direct mailing file The customer may continue to receive mailings from Crate&Barrel for up to weeks due to mailings being pre-printed and labeledWe apologize for the frustration experienced by the customer

Complaint:
I am rejecting this response because: The Crate and Barrel loading staff and process are flawedI was persuaded into attempting to load the box personallyNo other shipping methods were presented to meThe staff was unwilling to thoughtfully and carefully load the package and have it deliveredThis is client negligence by Crate and Barrel.
Sincerely,
Phillip ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11549751, and find that this resolution is satisfactory to me
Sincerely,
Akio ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me
I called my Crate & Barrel credit card people and verified that I have a zero balance. They are also sending me a zero balance letter
Sincerely,
Brian ***

Per the customer's order notes, the customer was contacted via telephone on June 7, by a furniture associate to follow up on the furniture technician's visit that took place on June 4/ and a voicemail message was left for the customer on that date The furniture associate called the
customer again on July 11, to follow up with her regarding the email the customer had sent to our company on July 9, An email reply was also sent to the customer on July 12, pertaining to her email dated July 9, The order notes reflect the voice message that was left for the customer on both dates as well as our email response to the customer.We called the customer again on July to discuss her complaint We advised her of the dates that we had called her and the information that was provided on the voice messages We discussed the results of the furniture technician's report which noted that the craftsman found sofa sectional up to standards, no defects The customer is not happy with the quality of the sofa and said she has filed a dispute with her credit card company for the purchase of the furnitureWe advised the customer that we cannot assist her with the order since a dispute has been filed The outcome of the dispute will be determined by the credit card company

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title***-CorpCS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@crateandbarrel.com
Customer was set up for delivery of items from Crate and BarrelDue to the fact that the bed was not in stock for delivery 9/30,
all other items were delivered to the customerCrate and Barrel refunded the customer's delivery fee as a customer service gestureThe bed was booked for delivery on 10/14, which is truly the next time that we are able to make deliveryUpon reviewing this order further, Crate and Barrel would like to extend a 10% discount as a customer service gestureThis would typically be offered in the form of a Crate and Barrel Shop CardWe can certainly send this to the customer or if preferred, we can refund the original form of tender
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept a 10% discount on the purchase price of the undelivered bed, refunded to the original form of payment
I would, however, like to clarify that the bed was scheduled for delivery on 9/with our other three piecesThe delivery drivers had the bed baseThe headboard did not arrive at the distribution center as we were promised

Our records indicate that the customer was opted out of our direct mail database on 12/6/ Due to the pre-printed system, mailing may continue for 6-weeks after the opt-out request We sincerely apologize for the inconvenience Thank you

The customer's table was picked up on Tuesday, July and returned to us. The refund of -$was processed today, Friday, July It may take 3-business for this to reflect on the customer's credit card account

Initial Business Response /* (1000, 5, 2015/09/05) */
Contact Name and Title:***, Corp CS
Contact Phone: XXXXXXXXXX
Contact Email: ***@crateandbarrel.com
As of 9/4/the customer has picked up the two chairs in questionA 30% customer service discount has been applied to the order
as compensation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolved appropriately

Crate and Barrel has partnered with the customer to resolve the situation concerning the kitchen island We have arranged for the proper hardware to be sent to the customer and also sent a furniture technician to assemble the furniture for the customerWe have also shared with the customer that we will be offering the customer compensation for the frustrations with their order

Initial Business Response /* (1000, 5, 2015/10/09) */
Contact Name and Title: *** Corporate
Contact Phone: X-XXX-XXX-XXXX, ext
Contact Email: ***@crateandbarrel.com
Back-ordered bonus item was delivered on 10/05/at 2:p.mOrder has now been fulfilled as
ordered
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ONE of the back-ordered items was delivered (SKU XXX-XXX Contemporary Colander 5QT Bonu)The other bonus item (SKU XXX-XXX Unison Dble Bns Everyd) has NOT been delivered as promisedThe cookware order was to have bonus items delivered and only one has been received
Final Business Response /* (4000, 9, 2015/10/13) */
There are two bonus items attached to this customer's orderThe colander was delivered via FedEx on tracking number XXXXXXXXXXXX on 10/05/at p.mCDT The Bonus Everyday Pan was on back-order but is presently in transit via *** on tracking number XXXXXXXXXXXXXXXIt is scheduled to be delivered to Minneapolis, MN on Wednesday, 10/14/
Final Consumer Response /* (2000, 11, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Retailer fulfilled purchase agreement and all items have now been delivered

We certainly apologize for the delay in shipping. Notes in the order indicate that the item has now been received (12/11)

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

Customer has been contacted and situation resolvedThe credit the customer though would be a stand alone line item on her statement was actually a credit to her order, reducing the subtotal instead

Complaint: ***
I am rejecting this response because it not factually correct and not at all what corporate relatedCorporate also failed to address their deceptive trade practice
Sincerely,
*** ***

Revdex.com:
I do except their resolution but I do want to point out that they could not process the refund on the same day they receive the merchandise I have emails asking for more and more time terrible customer service and I will never order from them again I'm still waiting for the refund to show up on my credit card but I have faith that it will
Sincerely,
*** ***

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

We truly apologize for the delays the customer has experienced in receiving the dining table. It has been confirmed that all parts of the dining table are available at our warehouse and delivery has been scheduled for February 12, 2018. The dining table will be fully assembled at time of
delivery

Morrison Supply Company received the customer complaint referenced above (ID of ***) and has resolved this issue with the customerMorrison installed a kitchen package at the home in January, On April 4, 2018, Tilson Homes sent a service request to Morrison for the OTR/microwave vent
hood, stating that it was tripping the breaker at the houseAt that time the OTR/microwave vent hood was past the manufacturer’s year warranty periodOur staff reached out to the customer directly and provided the homeowner with a new microwave at no charge to him or Tilson Homes, despite the product being outside the warranty period

Complaint: ***
I am rejecting this response because:Dearest Sir/Madam, I implore you for some sympathy to understand how frustrating it is for a consumer like myself to purchase a costly item only to receive it damaged I have had to take time to make the many subsequent calls, emails and messages to the business and third party consumer advocates to get appropriate action and attention from the businessI paid the initial deposit for this sofa over months ago and now I must wait another months for a pillow casing to be made in order for me to welcome friends and family to my home to use this sofaWhat pillow case takes months to make? A responsible business would have prioritized the resolution of this case and asked the vendor to expedite the manufacturing of the pillow caseI would like to also point out that the customer representative that a special handler would be sent once the pillow case was made to fit it onto the pillow since it cannot be easily changed by a client herselfThe customer representative and supervisor also assured me that they would be in constant contact to check on the processing and my satisfaction as a customerIn truth, I have had to call Crate and Barrel myself or email them to remind them of this caseI have received no subsequent updates since the 3/30/to confirm that they asked the vendor to make the pillow caseI am a slighted customer and I truly hope that I will not have to wait 3-months for a pillow case to be made since that would in sum be 7-months of waiting for a product since initial purchaseI truly appreciate your advocating for consumers!
Sincerely,
Elaine ***