PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about West Elm and Crate And Barrel as well as customer ratings and recommendations for these brands. Each brand score is calculated based on set of relevant criteria and displays company performance over time.

West Elm
Crate And Barrel

West Elm and Crate And Barrel Overview

Total reviews 675 82
Company responses 57 0
Issues resolved 15 4

West Elm and Crate And Barrel Consumer Ratings

Rank
278 out of 1550 in Furniture and Decor category
286 out of 1550 in Furniture and Decor category
Customer service
281 in category
249 in category
Reliability
263 in category
202 in category
Website
159 in category
220 in category
Product or Service Quality
204 in category
214 in category

West Elm and Crate And Barrel Rating Details

Customer service
1.3 (326 reviews)
1.4 (41 reviews)
Reviewer's quote

Over the year I have had it I have repeatedly tried to make it look better and it now looks like UFO's have landed on it! I called Customer service a few months ago and the gentleman on the line was baffled, asked one of his associates and then came up with a leather care product you sell! Not in...

Read full review

...Every time I tried to reach customer service, I was kept on hold for greater than 1. 5 hours. Leaving a message for them to call or text you doesn't work either...

Read full review
Reliability
1.3 (278 reviews)
1.5 (32 reviews)
Reviewer's quote

The West Elm chandelier I bought has two LED tubes. After a month, one of the tubes stopped working. So I was disappointed by the quality, but thought it might be fixable. I called West Elm and that is when my humiliation began. It's hard to put words to how terrible it was.I had to make many calls...

Read full review

I read other purchasing customers complaints

Read full review
Website
2.7 (254 reviews)
2.4 (31 reviews)
Reviewer's quote

...The purchase itself was a painstaking process as the website was having issues. After speaking with customer service, the transaction (purchase had to be done over the phone) was finalized on 9/8/2020. The processing and delivery times were long (2 months), but we were aware of that prior to buying...

Read full review

The website now only has the ability to text them - no ability to reach a CS agent unless you google for an 800 number or use the Get Human website. The actively discourage human contact and force you into dealing with chat bots who cannot resolve issues. Sending emails is hopeless and does not...

Read full review
Product or Service Quality
1.8 (248 reviews)
1.8 (32 reviews)
Reviewer's quote

...Several customer service reps promised full return, but in the end they didn't even return what i paid for it or the tax. I believe this illegal..

Read full review

The staff at Crate and Barrel are very nice and helpful but the process and product needs improvements. Last March, 2019, we had a designer come to our home to assist in selecting among other items the sofa with matching ottoman, leather chair and rug. In beginning June, after the furniture had...

Read full review

West Elm and Crate And Barrel Pros and Cons

Pros
  • Design aesthetic
  • Design
  • Style and design
  • Sofa in store
  • Sofa before it frayed
  • Sleek and modern style
Cons
  • Customer service
  • Lack of action to fix the problem
  • Customer service response
  • Horrible customer service
  • Regret decision
  • Long delays

West Elm and Crate And Barrel Most Positive Reviews

Top rated reviews
4.8

We bought an 8x10 rug and had it delivered. It was disgusting when we unrolled it with hair and food crumbs and even...

Read full review
4.3

I WAS pissed off. I posted a response to someone having a problem with CB. I ordered two additional chairs after two...

Read full review
4.6

We ordered an organic cotton duvet cover for our queen sized bed, and when it came in the mail the tags said that it...

Read full review
3.7

Crate and Barrel Furniture store sections are essentially showrooms. You must order everything - lamps, rugs, sofas, cha...

Read full review

West Elm and Crate And Barrel Most Critical Reviews

Lowest rated reviews
1

Placed an order for bride and groom. After printing the receipt I noticed it would be mailed to the grooms address. ...

Read full review
1

Bought a Crate & Barrel sofa in May 2014. It didn't arrive until July 2014. Got all the extra fabric protections et...

Read full review
1

I ordered a sectional sofa on August 3, 2014. I ordered the specific color and style because it was supposed to be...

Read full review
1

Horrible service waited after paid in full over $1000 in May now late September still do not have delivery! No...

Read full review

West Elm and Crate And Barrel Latest Reviews

Recent published reviews
1.4

I purchased a sofa from West Elm that arrived September 2019. It is a small leather sectional. Months after purchasing...

Read full review
1

I read other purchasing customers complaints

Read full review
No votes

Damaged merchandise. Discovered *** purchase in west elm store, customer service listed on site is not allowed to help...

Read full review
No votes

Tried to speak to someone about my account and could not get through.

Read full review

West Elm and Crate And Barrel Products and Services

Most reviewed product and services
  • West Elm Delivery Service (90 reviews)
  • West Elm Sofa (64 reviews)
  • West Elm Shipping Service (60 reviews)
  • Crate And Barrel Shipping Service (9 reviews)
  • Crate And Barrel Folio Dining Chair (8 reviews)
  • Crate And Barrel Chair (7 reviews)