Crate & Barrel

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

We have confirmed that the customer's return of her replacement pillows and covers on order [redacted] were delivered to our warehouse on 12/20/17.  A refund has been processed on 1/16/18 for this mer[redacted]dise in the amount of $174.97 to the original forms of payment used for this purchase. ...

$10.46 was refunded to customer's credit card and $164.51 was refunded to a shop card as the customer used credit card rewards for this portion of the purchase. A refund has not been processed on the order [redacted] that the customer refers to in this inquiry.  Our company does not have any information in our system that the customer contacted us for any reason regarding this particular order.  We will be happy to assist the customer with this order if needed.

Initial Business Response /* (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 9/09/15 at 12:49 p.m.
The Pillow Cases shipped Next Day Air via [redacted] on...

Tracking Number XXXXXXXXXXXX and were delivered on 9/09/15 at 9:56 a.m.

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]

I have reviewed the customer's purchase ([redacted]), and see that he did use his Crate&Barrel Credit Card to make the purchase, and did qualify for 10% back on the purchase, issued in Rewards certificates.  These certificates are issued by [redacted] Bank and are sent with the [redacted] monthly...

statement.  Two certificates were issued to the customer: [redacted] $180  Issued 4/8/2016  Expired 7/14/2016[redacted] $ 20   Issued 7/9/2016  Expired 10/14/2016I have contacted [redacted] and requested that these rewards certificates by re-issued.  It will take 1-2 billing cycles for the certificates to process.

The customer contacted our furniture associate on March 11, 2017 to report that there were dirt on the sofa and what looks like a pen mark on the top of one of the back pillows.  The furniture associate advised the customer on that date that we would arrange to have her sleeper sofa...

professionally cleaned and if the mark did not come out, we would order her a replacement pillow casing.  A service request was sent to a professional upholstery cleaner on 3/13/17.  The furniture associate sent an email to the customer on 3/13/17 advising her that the upholstery cleaner would be contacting her to schedule an appointment to clean her sofa.  The customer called on 3/14/17 and spoke with a supervisor who advised that once sofa has been successfully cleaned and/or once she receives a replacement casing if needed, she would be offered compensation in the form of a gratis card.  The sofa was cleaned on 3/18/17, but unfortunately did not completely remove the mark on the back pillow.  Subsequently, a fabric cutting for approval was sent to the customer from the vendor to ensure that the pillow casing would match her sofa.  The customer called and approved the fabric cutting on 3/28/17.  The customer was advised that the replacement casing had an ETA of 10-12 weeks but could be sooner.  We apologize for the issues the customer has experienced with her order.  As discussed, once the customer has received and is satisfied with the replacement casing, we will offer her compensation for her experience.

We are very sorry for any confusion regarding the delivery booking process.  It is our understanding that the delivery was completed on May 13 as scheduled.   Our Direct Marketing manager has been trying to reach the customer to discuss the situation, and offer resolution.  She...

has left 2 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 [redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
We are so very sorry for the length of time that it has taken to have our rug delivered to the customer. We have partnered with our...

distribution center and the item has been shipped out. It shows that it was delivered to the customer's home today.
We would like to send the customer a $25 Crate and Barrel Shop Card as a token of apology for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:  I still have not received the merchandise.  Crate and Barrel was unable to schedule a delivery time that was suitable so we have to wait until 6/17.  In the meantime, Crate and Barrel insists that my credit card must be charged immediately to guarantee delivery on 6/17.  One of the items has been paid for since 5/1.  Crate and Barrel has not made any proactive or constructive measures to provide the merchandise.  I have only received updates as to why I can't receive the merchandise.
Sincerely,
[redacted]

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 $50.00 gratis card as a customer service gesture for the service the customer had experienced. We cannot offer any type of resolution concerning the chairs without a proof of purchase.

We confirmed that the credit of $10.46 was processed on January 16, 2018.  It can take the bank that manages the credit card 3-5 business days to post the credit to the customer's account.  The customer may contact [redacted] Bank at 866-[redacted] to confirm that the credit has been posted her account.  The store credit of $164.51 is provided to the customer in the form of a shop card. The shop card was mailed to the customer from the Chicago area on January 17, 2018 to the shipping address provided in her order.  The customer should receive the shop card in 7-10 days via the US mail from the date it was mailed.   If the customer has not received the shop card within that timeframe, she can contact customer service at 800-[redacted] for assistance.

Customer had problems with feather loss in the sofa cushions.  Replacement seat and back cores were ordered 9/15/17 and were ready for delivery in late October.  Delivery of the new cores was made 11/8.  A few days later, customer called to report that the throw pillows also needed to...

be replaced, and those were then ordered.  There was a delay in receiving the throw pillows, but we were able to confirm that that have now been received at our warehouse, and will be shipped directly to the customer.  We are expediting the shipment and the customer should receive the throw pillows by the end of the week.   We sincerely apologize for the delay.

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]

The customer's refund in the amount of $331.30 ($358.00 - 53.70 (15% discount) + 27.00 sales tax = $331.30) was processed on 1/23/18 and applied to the customer's credit card.  It may take the credit card company 3-5 business days to post the credit to the customer's account.  A $60.00...

gratis card for compensation was processed and mailed to the customer on 1/24/18.  The customer should receive the gratis card via US mail within 7-10 days.  The order notes indicate that the information pertaining to the refund and gratis card was provided to the customer in a phone conversation on 1/23/18.

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]

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 day. Both parts are still sitting in my dining room, 2 weeks later, unassembled because 1. they are the wrong legs and 2. even if they were the right legs (which I guarantee they are not), there is no hardware to attempt to put them together. I called the delivery company directly on Feb 12th to let them know of the issue. No call was returned. I called C&B Feb 13th and was told by a rep that they would work on resolving the issue. I have not heard any update since and no one has left a message. I called again today to ask that a rep or supervisor follow up with me. This order was placed in October. The failure of immediacy to resolve this issue is beyond unacceptable.
Sincerely,
Heather [redacted]

Customer's refunds are processed to the original form of payment if returned within our return policy time frame.  In a case, where the refund was processed as such and the customer's credit account is closed, we will need to receive the refusal of credit from the customer's bank.  We have...

advised the customer that once we receive the refusal of credit from her bank, we will issue her refund in full in the form of a check.

Initial Business Response /* (1000, 5, 2015/08/20) */
Contact Name and Title: [redacted], Corp CS
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@crateandbarrel.com
The order (XXXXXXXXX) total was $485.48. The Shop Cards that were issued have been applied to the order and credits made back to...

the original form of payment,[redacted] card.
Credits as follows:
7/1/15 $65.49 Credit to[redacted]
8/11/15 $419.99 Credit to[redacted]
Customer still has 2 Shop Cards with a total value of $65.49.
The order has been credited in full and customer has been sent a receipt detailing all charges and credits.

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...

$** gratis Shop Card has been issued for this customer, and should be delivered via [redacted] in 5-7 business days.