To their credit, Crate & Barrel does provide customer review on their website. This is in contrast to other similar brands in their sphere of influence. Unfortunately, their review scores on other parts of the Internet are not quite so kind as the ones they feature on their own website.
Overall Crate & Barrel Reviews:
Crate & Barrel does not have good reviews from 3rd party, unaffiliated sources. They have a shockingly low 1.3 star rating on TrustPilot and a 1.19 star rating on Better Business Bureau. These are not numbers you want to see. It’s worth noting that these reviews cover the entire company, not just their couches. But it certainly gives you into a glimpse into the quality of the operation.
Top Crate & Barrel Product Reviews:
Lounge Sofa 5 Star Review: “I bought the lounge couch years ago and then added the chair and a half to match it. I love the depth and length of the couch and it has maintained its comfortability over the years. There is always plenty of room for everyone to be comfortable, including the dog! I love this couch!” – Niktastikly
Lounge Sofa 1 Star Review: “I bought these 4 years ago. I had read reviews of feathers coming out but assumed it was normal with feather filled couches. I was wrong – these couches shed feather continually, sometimes the pointy feather ends with pierce through and poke you while sitting. After years of being poked an having to pick out feathers constantly form the couch and rug, I was fed up. I was told in the store that I had a five year warranty on the pillows, but when I tried to call to get new pillows they said there was no such warranty. Really disappointed.” – Shevi
Crate & Barrel’s Customer Service Reviews:
Crate & Barrel’s customer service is specifically cited as a major pain point. Poor response times, inability to resolve issues, and misleading information were all listed as reasons for customer frustration. These issues come up again and again in customer reviews.