WWYD - Crate and Barrel furniture
![[Post New]](/jforum/templates/default/images/icon_minipost_new.gif){kind=icon}
Anonymous
|
Last fall I ordered 2 matching chairs from C&B with custom fabric and because it was during their yearly upholstery sale they said it would take 10-12 weeks and I was willing to wait that long since I got such a great price (stupid in hindsight). The chairs arrived at my home 13 weeks later. When the delivery truck came, a leg on one of the chairs was broken and splintered and they took the chair back to get repaired - this was in early January.
They told me that because the leg is integral to the frame of the chair, it would take 4-6 weeks to get the leg repaired. (not the type of leg that just screws into the bottom of the frame). C&B offered me a free loaner chair to use while I waited for the repair which I stupidly took. The loaner chair has an upholstery that is very family unfriendly and I can't let my kids or cat sit on it or the threads will pull so it is basically useless and doesn't match the one chair that I accepted. I have been calling C&B every two weeks to check on the repair and every time I call they tell me another 2 weeks. They have to get the leg from the vendor, then delivered to their warehouse and then they need to hire the furniture repair specialist, blah blah. I'm now 6 weeks out and just called and they told me it would be another 2-3 weeks. I'm at the point where I am so fed up with C&B now that I just want to scream. Do you think I should call the furniture manager and ask for a discount for having to wait this long? Should I be screaming louder than I have been? I really feel like selling them the chairs back at this point but DH says we're so close to wrapping it up... Has anyone else had similar issues with C&B? I ordered through them because they have such a good rep for customer service, and they have been responsive, just slow and obviously not putting my purchase as a priority over new orders. I also find it hard to believe that their vendors would be so slow since they do such volume sales with them. thanks... |
Anonymous
|
Regarding the loaner chair - start using it. They expect that it will be used and do not expect it back in pristine condition.
For the chair that you are still waiting on - I would go to the store you ordered it from as opposed to calling and see what they can do. It is a lot harder to ignore someone when they are standing in front of you. |
Anonymous
| Post on their Facebook (I did it for a company and they gave us a new furniture piece because of it), email them and the BBB and let them know you purchased a new chair, not a broken one that needs repaired and they need to do a rush order to make you a new one or return both chairs for a full refund. |
Anonymous
| I agree with PP -- go see the salesperson in the store and see how they can help you. You definitely deserve a discount. Lay it on thick -- it has affected your holidays, etc. |
Anonymous
| Definitely call the store where you made your purchase and schedule a time to go in and speak with the Store Manager. Timeframe is unfortunately out of the store's control. Good that they offered you a loaner (which you absolutely should be using as if it were yours... they do NOT expect it back unused) They will stand behind what they committed to making for you since you requested they make custom chairs for you. It doesn't make the situation less disappointing, but believe me when I say they want to resolve this as much as you want this resolved. |
Anonymous
|
I think you are a drama queen. The original chair took 13 weeks to make and the replacement would probably take the same amount of time.
They gave you a loaner chair. Sit on in. Take some wine with you while you sit on it. It's a chair. |
Anonymous
| We have actually returned furniture to them and gotten full refunds. We have also gotten discounts. Their customer service really is great so ask, and I bet you'll get what you want. |
Anonymous
| Yes, similar story. Ordered custom couch and 2 swivel recliner chairs from Short Hills, NJ. The couch was broken in several places on delivery. I did not accept the couch. There were a few small areas on the corners of one chair, the leather was damaged and noticeable “extra” leather on one side of the 2nd chair. C & B offered to discount the chairs and gave a full refund on the couch. After a year a piece of wood supporting the seat broke, the seat collapsed. I spoke with my sales assistant in Short Hills, she recommended I contact customer services. I did but was told the chair was final sale due to the discount I got. They would not repair, the chairs were discontinued. It seems like the wood used is cheap thin ply wood supporting the seat. I would never buy from C & B again. I regret taking the discount on the damaged chairs, left me with no comeback. I think with the discount the chair still cost around a thousand dollars. I’m shopping for replacement furniture at Arhaus. |
Anonymous
| So this has been going on for over 1 year now? Oh hell no! You need to go up the food chain on this one OP. You are not being a "drama queen" like one of the oppositional PP's said. If anything you've been too patient. |
Anonymous
|
We bought two pull out (sleeping chairs) from C&B 5 years ago and had no issues and also bought a couch from their outlet in almost perfect condition about 4 years ago. Both great experiences.
I will say I recently went to an outlet store and a lot of their items were broken or dirty. Idk what’s going on because we had great experiences with them in the past. All our items are in great condition still (we vacuum and take care of them). I know people who bought from Pottery Barn and it’s majorly delayed. I bought a baby rocker from PB on sale and it had a lot of piling and squeaking (we fixed it) so won’t buy for them again. I’m sorry you’re going through this! I think everything is backed up still due to Covid. |
Anonymous
The original post was from winter 2012. |
Anonymous
Well now I'm just irritated that I took the time to answer |
Anonymous
|
I had a bad experience with C and B a few years ago. I bought a desk chair for $199. I know that's not a lot, but still I figured it would be able least stable enough for someone to sit in the chair. C and B would not stand behind it, at all. This was the first and only time that I wrote a review online of any product or service. Here is mine -- 1 star - Poor quality We bought this chair in 2019 for my 9-year-old daughter, and it looked cute in her room. She used it for virtual school during the pandemic for several months. Even though she is very small, the chair has come apart and we had to throw it away. It definitely would not support an adult's weight. I called C&B about my concerns about the quality, and they said that there was nothing that they could do. Response from Terri H. Thanks for reviewing the Now You See It Acrylic Desk Chair. I'm sorry to hear of your experience with the chair. We appreciate your feedback and I have forwarded your comments to our product team. |
Anonymous
| Terrible experience. We ordered 6 chairs, and one came with a broken leg. It took 13 months to get our 6th chair changed. This was communicated as an incremental information with “backordered” date pushed by two months at a time. Had I known at the beginning I would have returned all six and run somewhere else. Never again. |
Anonymous
| Idiots reviving an 11 year old thread. Hopefully OP has her chair by now, you dummies. |