Crate & Barrel

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,
Jessica [redacted]

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, 2017 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.

TYhe response to this complaint sent to you today, 10/20/15, is incorrect. Please ignore the response.CRate & Barrel is still investigating the situation and nothing has been resolved as yet.
Please accept our apology for the error.
[redacted]
--
[redacted]
Office of the C E O
Corporate Customer Service
Crate & Barrel and CB2
1[redacted]
w[redacted]@crateandbarrel.com

The customer shared her feedback about the curtain rod and rings in October 2017.  The feedback was shared with the appropriate parties and taken under consideration.  The description (details) of the Matte Nickel Double Hanging Rod Set ([redacted]) states clearly what comes with the set, and...

lists the hanging rings as a suggested add-on accessory.  We apologize for any confusion that may have been caused by the suggested use photos.  This matter has also been addressed at the store level as a training opportunity for the staff.  We would be happy to send the customer a $25 gratis Shop Card as a gesture of our apology and to help offset the cost of the curtain rings.

We truly apologize for the issues the customer is experiencing with their order.  A customer service associate called and spoke with the customer on Feb. 26.  During that telephone conversation, a replacement table was scheduled to be delivered on March 5.  Once we have completed a successful delivery to the customer we will provide compensation for their experience.

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 purchase. This gesture was accepted by the customer.

Store reached out to customer and resolved.

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.

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.

Complaint: [redacted] I am rejecting Crate and Barrel's response because this complaint clearly falls under false advertising, specifically misleading illustrations:   "It is unfair or deceptive to use, as part of any advertisement, packaging material, label, or other sales promotion matter, any visual representation, picture, televised or computer image, illustration, diagram, or other depiction which, either alone or in conjunction with any accompanying words or phrases, misrepresents the type, kind, grade, quality, quantity, metallic content, size, weight, cut, color, character, treatment, substance, durability, serviceability, origin, preparation, production, manufacture,distribution, or any other material aspect of an industry product." In addition, the sales person clearly stated the rings came with the product. So that in itself is also misleading. Finally, Crate and Barrel should not rely on customers reading the description. Many disabilities limit certain customers from accurately reading descriptions. One disability I can think of off the top of my head is dyslexia. Obviously, the product picture should match the pictures in order to avoid confusion. Again, I am requesting my money refunded on the rings. And again, I am requesting that Crate and Barrel adjust the pictures to accurately reflect what is included with the product. Christina Clough   Sincerely, Christina Clough

Customer was notified on 2/16/16 that refunds can take up to 2 weeks to process.  The returned merchandise was received at our warehouse on that same day.  The full refund was processed on Saturday, 2/27/16, to the customer's credit card.  We apologize for any frustration or...

inconvenience that the delay may have caused.

Complaint: [redacted]
I am rejecting this response because: It is not acceptable that you will only address the quality issues with these chairs of proof of purchase is provided, and you have not explained to me why the service provided to me was so poor. 
Sincerely,
[redacted]

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

We sincerely apologize for the issues that the customer has experienced with the delivery of her sofa.  In reviewing the order notes, it is our understanding that the slipcover has been washed and that it is now in acceptable condition and the customer had requested a discount on the piece....

 We are happy to honor this request and extend an offer of a 20% discount on the sofa, to be refunded to the customer's form of payment.  We have tried reaching the customer by phone to extend this offer as well, and left a voice mail asking her to contact us back.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   While I accept the proposed resolution My preference is not to have the case closed until Crate and Barrel has fulfilled their offer, which they have stated will occur in April.   If my acceptance of the offer means immediate closure of the complaint then I reserve the right to have the case reopened, since satisfaction of the complaint relies on a promise which Crate and Barrel may or may not fulfill Best Regrds,
Tania [redacted]

confirmed with our Sales Audit team that the check was mailed out on May 5, 2017 but unfortunately customer did not receive. Follow up with customer to confirm mailing address and we will send replacement check.

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,
Harriet [redacted]  The business said that I would get a credit for the interest and late charges.  I am waiting to get my statement.

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 26.  [redacted] tracking #[redacted]. We sincerely apologize for the frustration and inconvenience this has caused our customer.  We would like to offer a $50 [redacted] Shop Card as a gesture of our apology.  Thank you.

Review: Crate and Barrel owes us more than $500 and will not return calls, answer emails or be straight about the status of a refund. We have been awaiting a check for $520.83 and $20.04 in credit card refund for an order we placed in July.

Here is what happened: In late July, my husband and I ordered a nearly $1,000 cabinet from CrateandBarrel.com after seeing it at the [redacted] location in Manhattan. When we ordered the cabinet, we were told it would ship mid-August. That came and went and phone calls and emails on August ** to C&B went unreturned.

On Sept * we got a form email saying that the cabinet was backordered until early October, at which point I canceled my order and asked for a refund. That email was spit back to me with an auto-reply. Later, I was told to expect a check and a credit card refund in 2-3 weeks in the amounts listed above.

Sept **, we email C&B because the refunds have not materialized. I also try to call repeatedly and do not get through.

By Oct. * I am furious. I call them and get through, am told the check "comes from Corporate office" and must have gotten lost in the mail. I am told that a manager will call me on Monday to confirm the new status of the check.

No one called on Oct. *.

On Oct ** I called them again and after insisting I needed to speak with a manager I got someone named Laura B[redacted] who assured me she would have an answer for me within the half an hour. No one, once again, has called, and I am still out $520.83 + $20.04 in my refunds for a product I never got.Desired Settlement: I want my refund and I want someone high up at the company to assure me not that it WILL happen but that is HAS happened. I want acknowledgment that this is a terrible and unfair way to do business.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an online order for the harbor side glider ottoman on September **, 2014 and receive it broken in mid December. ORDER #: [redacted] placed september **, 2014. I contacted customer service the same day I receive it, and it took a month to get someone out to fix it... I live in NYC! The ottoman broke again one month later because the repair man tried to staple the piece that was ripped out of the wood back together! Of course it's going to break! Customer service refused to exchange and replace the defective ottoman! I arranged three weeks ago to have the repairman come back to look at the piece to try to fix it yet again. The repairman was scheduled to show between 12 and 4pm on 2/**. I took a day off from work! He shows up TWO HOURS LATE at 6pm from our scheduled appointment. I had an appointment myself for 6pm that I could not miss, and was not home. Customer Service wanted me to take more time off from work and wait another two weeks for someone else to show! I refuse to take another day off from work and waste my day on this! Now I am trying to return this junk. I was told by customer service last Friday (2/**) that I would hear back in 24 to 48 hours (I assume business days). Hear nothing Monday and Tuesday and call back today (Wednesday 3/4*. I spoke to [redacted] (supervisor furniture department) only for her to tell me that I receive a call me back this afternoon with details for the at home pick up for this Saturday or the following Saturday so I can finally receive my full refund... nothing!!! I am so furious and feel absolutely insulted by my treatment with Crate & Barrel! I have had to call multiple times myself to get answers and nothing has been done. It is now March I have been extremely patient! I ordered a few other pieces of furniture from Crate & Barrel two years ago and had minor issues... I will never purchase an item from Crate & Barrel ever again!!! I want a full refund whether Crate & Barrel can pick up this piece of junk or not!Desired Settlement: Customer service needs to get their act together to pick up the broken ottoman. I want a full refund now and they can pick it up if they want.

Business

Response:

The customer's Harborside ottoman was picked up from her home on Saturday, March ** and a refund for the ottoman was processed by Crate & Barrel on Monday, March **.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,