David F.

My delivery was set for a Saturday, and the crew came on time. Unfortunately, they said they could not deliver my couch because our elevator was too small. The crew also said that they would need at least two more people (there were two crew members initially) in order to navigate the furniture up the stairs.

What I find most disappointing is that at a Crate & Barrel, you're used to receiving white glove service at the store. So I expected that someone from Crate & Barrel would have initiated the conversation about fit and sizing prior to delivery instead of discovering at that moment of delivery that it wouldn't work. Doesn't Crate & Barrel deliver hundreds of couches a week? Shouldn't Crate & Barrel be experts at delivering furniture? A quick Google search reveals that they have been in business since 1962. It's reasonable to assume that they would either ask for measurements ahead of time or have a database of neighborhoods, homes, and buildings they've delivered to before and ask the right questions ahead of the delivery date.

To make matters worse, I had to call Crate & Barrel three times to try and get traction. Each time they said that the delivery crew had yet to report back. They were not able to schedule re-delivery until the delivery crew reported back. At the same time, they will deliver your furniture on a Saturday. They won't do anything else, like, say, note that they were unable to deliver it.

For the furniture and delivery costs, I expect Crate & Barrel to secure measurements ahead of time and to react quickly to reschedule when furniture cannot be delivered. Crate & Barrel should be experts at furniture delivery, supply chains, manufacturing, etc.