Crate and Barrel: Ultimate Brand Review And Rating

Crate & Barrel 2-piece L Sectional in Gray fabric with multi-colored toss pillows
Crate & Barrel is a glamorous, high-end brand that blends modern sensibility with timeless style. Their quoted goal is to, “help people love how they live in moments that matter.” They’re not as unattainable as a company like Restoration Hardware, but they operate with a similar sense of clout and status. But has Crate & Barrel earned that status? Or are they coasting on brand recognition alone?

Overall Potatometer Rating:

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Crate & Barrel is a brand name that everyone knows. Everyone has a sense that they're a high-end, somewhat luxury brand with a price point that's not outside the realm of attainability. They have a modern, tasteful-yet-inoffensive style that works well in most modern homes.

Crate & Barrel's brick-and-mortar stores are elegant and chic, but does that same style translate to their online shopping experience? Lackluster customer focus and dodgy transparency detract from an otherwise beautiful selection of couches.

93%

Online Shopping Experience

88%

Shipping & Lead Time

72%

Customer Focus

87%

Durability & Quality

91%

Vibe Check

Our Own Rating System

The PotatoMeter is Couch.com’s very own rating system that grades furniture retailers on a variety of – what we consider to be – essential criteria. While we aim to be fair and objective in our assessment, subjectivity based on our expertise and personal biases is unavoidable.

93%

Online Shopping Experience

Crate & Barrel: Online Shopping Experience

Crate & Barrel has a high-end, magazine-worthy website that has an especially gorgeous homepage. Overall the website is easy to navigate and provides a decent amount of useful information. But it suffers from some issues of pricing transparency and its product images are somewhat lacking. They make up for some of these shortcomings with a wonderful fabric swatch page and a great page detailing how to pick out the perfect sofa.


Ease of Navigation

  • Crate & Barrel has a breathtakingly beautiful homepage. You instantly feel how classy and elevated the brand is when you see the stunning full-width photos. It’s well worth a scroll down the whole homepage.
  • The menus are functional considering how many different categories they need to list. The main dropdown menu isn’t as overwhelming as some other companies. They’ve wisely limited the photos and distracting sales promos in the menu itself. My only gripe is that they separate sofas from sleeper sofas and chaises. It’s easy to miss these two important categories.
  • Category pages are generally good and each product has a nice amount of breathing room. The Sofa & Sectional Collections page is particularly nice with full-width imagery and expanded information about each offering. It’s modern and chic and works very well.
  • On category pages, Crate & Barrel has an annoying way of listing their couch products. They list the same sofa over and over again but show it in a different fabric each time. It’s a trick to make their catalog look larger than it is, but it makes it a slog for customers to sift through all the listings. Clothing brands are notoriously bad about this tactic and I’m disappointed to see it creep into the furniture world.
  • They provide a decent number of filters on category pages. They even have a “seat softness” filter, which is always a wonderful addition.
  • Product pages are quite nice and do a good job of displaying photos and important information right at the top. The main issue is that the right side of the page can get incredibly long and difficult to scroll through once you start expanding the customization options. Especially the fabric list, which sometimes has 190+ options.
  • The details, dimensions, care, and reviews are all packed together neatly in their own dropdown menus, which are easy to find and information dense. This works very well. If you scroll further down you’ll often be treated to some additional, glamorous photos of the collection or a video showing off some of its features.


Information Available “At-A-Glance”

  • On category pages they list the couch name, show a selection of fabrics it’s available in, let you know if there are “more” fabric options, list the price range, and let you know if a couch is a “bestseller” or a “new arrival.” It’s a good amount of info.
  • They also provide little icons to let you know if a couch has specific sustainable or eco-friendly features. For instance, an FSC-Certified wood icon or a BIFMA compliant tag.


Product Images

  • On category pages, the product photos are elegant shots of the couches in a studio setting. The gray background is a cut above the standard white background and exudes a sense of class.
  • Hovering over a product image on a category page provides a close-up of a specific feature or an alternate angle of the couch. This works well and isn’t as jarring as it can sometimes be when the image switches to an in-home lifestyle image.
  • Crate & Barrel also gives you the ability to scroll through a carousel of images right from the category page. These carousels have lifestyle images or show off alternate angles. This is always a great, practical way of utilizing a category page. No one likes clicking into every product just to see how each couch looks from the side.
  • The left side of a product page shows the carousel of product images. This carousel will sometimes feature 360 views, dimension overlays, or even a video. However, choosing a different fabric doesn’t always result in every photo in the carousel changing to reflect your option. This is always disappointing. Additionally, some of the color quality and texture quality doesn’t look very good. It’s hard to get a great sense of how the fabric will actually look on a real couch.


Quality of Product Information

  • The product descriptions are actually quite good and feature lots of specific style information. Many companies just fill this space with meaningless fluff, but Crate & Barrel’s descriptions are excellent.
  • They do list certain important details like the frame’s composition, manufacturing origin, cushion construction, and spring support system. But they’re missing some important details like the frame’s joinery method and specific details about foam density and down blend ratios.
  • They provide lots of important fabric information when you hover over a fabric swatch. It’s a really nice presentation of info and covers most of the salient points, including the cleaning code. But they don’t list the double rub count of the fabrics. And the cute icons are fairly meaningless when they use ones like “highly durable” on every single fabric. On top of that, a fabric with “virtually impossible to stain” in its description doesn’t receive the “stain resistant” icon. It’s a bit too much form over not enough function.
  • They break out all of the dimensions into an easy-to-read format. I’m always happy to see individual listings for seat height and seat depth, as well as arm height and arm width. Some couches also show a diagram with the dimensions, but others don’t. I’d like to see a diagram on every couch page.
  • Some products do list their diagonal depth dimension, which is super useful for determining if a couch will fit through a doorway. Many companies omit this information, so I’m glad to see it listed on some of the options.


Extra Bells & Whistles

  • Crate & Barrel has a very nice “How To Choose a Sofa” page that details lots of the important stylistic decisions you’ll need to make when picking the perfect couch.
  • Many couches have a 360 view option, as well as an AR see-it-in-your-room feature. These work well. The 360 view is a cut above many other competitors.

88%

Shipping & Lead Time

Crate & Barrel: Shipping & Lead Times

Crate & Barrel has great advertised lead times. But those lead times might be smoke and mirrors. However, if you choose one of their Stocked fabric options then you could be in for some pleasantly speedy shipping times.


Made to Order Products:

  • The advertised lead times for their Made to Order couches is anywhere from 4-10 weeks. However, an overwhelming number of customer reviews mention much longer-than-anticipated lead times. So take these estimates with a big grain of salt. I usually grade a company based on their advertised lead times, but in this case I’ve chosen to dock them a few percentage points based on the large amount of customer feedback regarding this specific pain point.


In Stock Items:

  • Crate & Barrel’s in-stock couches will ship out in only 1-3 days. These couches will have fabrics listed as “Stocked” while you’re shopping.


Shipping Time:

  • Once your order has shipped out, it takes an average of 2-3 weeks for the in-home, white glove delivery. If you’re in a major metropolitan area it could be as quick as 7-10 days.

72%

Customer Focus

Crate & Barrel: Customer Focus

Our goal at Couch.com is to provide customers with the information they need to find the best couch for their home. We take customer satisfaction very seriously. So how does Crate & Barrel stack up to the competition when it comes to customer friendly resources and offerings? Crate & Barrel is too big of a brand to have such a disappointing customer focus score. Sadly, this tends to be the norm for these bigger companies that have a mix of brick-and-mortar stores and online offerings.


Warranty:

  • After scouring Crate & Barrel’s website I could not find any specific mention of a warranty. The best I could find is that they’ll try and do a return or exchange if there’s a manufacturer’s defect upon arrival. For a company of this size and for couches that cost this much money, there needs to be some kind of warranty program. It’s unacceptable.


Return Options:

  • Custom or Made to Order furniture can NOT be returned. Crate & Barrel considers a couch to be custom or made to order if  you select any fabric that’s not listed as “Stocked”.
  • Crate & Barrel usually has two or three “Stocked” fabric options. Their return policy specifically states that custom furniture cannot be returned, but they don’t say anything about their Stocked couches. So it’s possible that your Stocked couch may be eligible for return within 30 days. But I’d highly advise you to speak with their customer service before pulling the trigger if you think you might end up returning your couch.
  • If your couch arrives with a manufacturer’s defect then Crate & Barrel will repair or replace the damaged area. If that’s not possible, they will arrange an exchange. You must notify Crate & Barrel within 7 days of delivery if you believe your couch is damaged or broken.
  • Shipping charges are non-refundable and customers are responsible for any return shipping fees.


Delivery Options & Costs:

  • Unlimited Furniture Delivery is the only option. It is a full white-glove service that brings the couch to your room of choice, assembles it, and removes the packaging.
  • The Unlimited Furniture Delivery is $279 if you’re within 100 miles of the nearest shipping point or $399 if you’re more than 100 miles away. Crate & Barrel does provide a map of their US shipping points to help you determine how close you are to the nearest one.
  • Free warehouse pickup is available if it’s feasible for you. It’s always nice to have this as an option.


Financing Options:

  • Crate & Barrel has a credit card that provides access to their financing options. Here’s a look at some of them:
    • No interest if your order is paid in full within 6 months for orders between $749 – $1,498.
    • No interest if your order is paid in full within 12 months for orders between $1,499 – $2,998.
    • No interest if your order is paid in full within 24 months for orders over $2,999.


Is Assembly Required?

  • No, the Unlimited Furniture Delivery is a white glove service that will perform any necessary assembly for you. Even then, the assembly is limited to installing legs and connecting sectional pieces.


Customization Options:

  • Generally you have a choice of fabric and width. For some styles you can also choose the depth and whether you want a bench cushion or individual seat cushions.
  • Crate & Barrel actually does offer Customer’s Own Material (COM) as an upholstery option, which is rare for a company of this size and nature, though you need to visit a local store in order to fulfill this option.


Does Crate & Barrel Offer Free Fabric Swatches?

  • Yes, you can order up to 5 fabric swatches for free, including leather swatches. You can check out their offering on their Free Fabric Swatch page.

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Durability & Quality

Crate & Barrel: Durability & Quality

Durability is a major factor when it comes to purchasing a couch, especially when you’re ordering online. So do Crate & Barrel couches hold up over time? They’re decent, but they’re not exceptional for their high price tags.

Quality of Materials:

  • Crate & Barrel has beautiful, luxurious fabric selections. Most are high quality and durable. But they don’t specifically list their double rub count. While I don’t doubt that their fabrics are in the commercial grade realm, I think it’s a detriment to customers when they aren’t able to select a fabric based on specific durability standards like double rub count.
  • They have quite a few leather options. Only two of them are listed as being full-grain, which is the top-rated leather grade (the Butler and Lukas options). The majority of their other options are top-grain, which is one tier below full-grain, though it’s still a good, durable option and typical for this price range.
  • They also have a new Vegan leather option that’s more cleanable than standard leather and promises to be just as soft. But Vegan leather has yet to match the exact quality standards as real leather.
  • Cushions are typically high-density foam. They either have poly wrap or a plush down-wrap. They construct some of their foam cushioning with soy or or plant-based materials. This is a modern, more sustainable method that produces great results. Other cushions may have innerspring cores that are then wrapped in foam. These are all decent options, but without listing specific fiber to feather to down ratios or foam densities, it’s hard to judge how good the quality truly is.


Cleanability:

  • Crate & Barrel does a tremendous job listing the cleaning instructions and cleaning codes for each and every one of their fabrics. It provides a ton of confidence in how cleanable and durable their fabric offerings are. Based on this info their fabrics should be very cleanable, especially since many have a W/S cleaning code that allows you to clean the fabrics with water-based or solvent cleaners.


Quality of Construction & Manufacturing Origin:

  • Many of Crate & Barrel’s most popular collections (like their Gather collection) are made in the USA in North Carolina. However, many of their sofas are also imported from places like Mexico, Vietnam, and China. The availability of this information is hit or miss with Crate & Barrel sometimes just saying “imported.” It’s also odd that they don’t highlight when a couch is made in the USA.
  • Most of Crate & Barrel’s couches have hardwood or engineered wood frames. Of these, some are listed as kiln-dried. Others have wood sourced from FSC-certified forests. Overall this is OK, but for the level of quality their branding suggests, they should really have kiln-dried hardwood frames on all of their couches.
  • The majority of Crate & Barrel’s couches use either a sinuous spring system or a Flexolator foundation. Flexolator spring systems are similar to the way that a trampoline is attached to its frame. It’s an OK system, but it can lead to squeaking and excessive stretching on the side springs. Sinuous systems are a better choice at this price point.
  • Crate & Barrel does not provide any information about the actual frame joinery in its construction. A company of this stature should really list if their frames are corner-blocked, glued and stapled, or mortise-and-tenon. It’s an important aspect for judging durability. When the joinery is good, most companies go out of their way to tell you.

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Vibe Check

Crate & Barrel: Brand Vibe Check

Vibing with a brand is important. Brands can also promote certain lifestyles and sustainability goals. That’s why it’s my goal to help you find a company and brand that you vibe with so that you’re as comfortable with your new couch as you are on your new couch.

Key Differentiators & Unique Facts:

  • Crate & Barrel was founded by George and Carole Segal in 1962 after they went on their European honeymoon and decided to bring simple, beautiful, and practical housewares back to the US. That means Crate & Barrel has been around for over 60 years!
  • Crate & Barrel has 89 stores across the US and Canada, as well as 15 international locations. They also own the brand CB2, as well as the kid-focused company Land of Nod.


Sustainability:

On their sustainability efforts, CEO Janet Hayes says, “[Sustainability] is a passionate subject for me, and certainly one for our customers. And our customers are telling this every day. This is a big decision point in who they purchased from and what they purchased. So in the last two and a half years, this team has done just a huge amount of movement in sustainable practices.” So let’s take a look at exactly how Crate & Barrel aims to achieve those goals.

  • Crate & Barrel is working toward a more sustainable future. Their Tracy, California distribution center is the largest in the US to become LEED GOLD certified, which is a big accomplishment.
  • Many of their wood furniture pieces source their wood from FSC-certified forests. Their goal is to use 50% FSC-certified wood by 2025. They currently print all of their catalogs and shopping bags with 100% FSC-certified paper.
  • They offer a decent amount of OEKO-TEX and GREENGuard Gold fabrics and upholstery, as well as increasing their use of GOTS certified fabrics (Global Organic Textile Standard).


Overall Brand Presentation:

  • Crate & Barrel has been a mainstay in the elevated furniture, home decor, and housewares industry for more than 50 years. They have an incredible amount of name-brand recognition and cultural clout. They are a classy, aspirational brand that has managed to maintain that image over the decades. They show no signs of stopping. This presentation is on full display in their beautiful brick-and-mortar stores and their online presence mostly lives up to that standard.

Crate & Barrel 2-piece L Sectional in Gray fabric with multi-colored toss pillows

What are Crate & Barrel's top couches?

Signature Best Seller:

  • Lounge Sofa (starting at $1,749). This is a very clean, modern couch with a nice, inoffensive silhouette and plush, down cushions. It’s simple and elegant and has a timeless appeal.


Couch That Intrigues Me The Most:

  • Tidal Upholstered Sofa (starting at $1,899). This is a very unique couch design that has a solid wood base, as well as an upholstered platform that extends as wide as the arms. I’m intrigued by the entire silhouette and style and would love to know how it feels to sit on. I’m a bit concerned I’d bash my shin against the frame, but it might be worth it given its chic looks.


Hidden Gem:

  • Crawford Sofa by Jake Arnold ($2,599). OK, so this is technically one of Crate & Barrel’s newest sofas so it’s not exactly a hidden gem, but I did have to scroll down a ways before I found it. It’s easy to overlook, but it has a very elegant form and a really nice low slung profile. The sewn-in seat gives the Crawford a very tailored look, especially with the way it seamlessly connects to the arms.

How much do Crate & Barrel couches cost?

Crate & Barrel has plenty of surprisingly affordable options to choose from, especially if you stick to their Stocked fabric options. But choosing a custom fabric can see your once-affordable couch option balloon in price. If you’re savvy you can score some great deals, but overall it can be a bit pricey considering the quality.


Average Range:

  • The average 3-seater style couch will run you $2,000-$3,500.
  • Sectionals in their Stocked fabrics average about $3,500. But these prices will really jump if you choose a different fabric or configuration.


Most Expensive Crate & Barrel Couch:


Least Expensive Crate & Barrel Couch:

  • The Hague Mid-Century Apartment Sofa ($1,299) is the least expensive couch option that has arms. You might be able to snag a couch on sale for cheaper, but as far as the lowest standard price, it’s the Hague. It’s also a pretty charming, stylish couch for such a low price.

Does Crate & Barrel have good reviews?

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 Brand 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 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


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.

What kind of style is Crate & Barrel furniture?

Crate & Barrel has a very modern selection of couch styles and options. There’s an endless list of furniture dealers with a similar style and offering. It’s a lovely aesthetic that’s timeless, classic, and manages to look good in any style of home. Here’s what you can expect from their offering.


Range of Couch Options:

  • Crate & Barrel’s main offerings are standard 3-seater sofas and 2 piece sectional sofas. They also have several modular options, as well as a handful of sleeper sofas.
  • Some of their most popular collections are also available as armchairs, swivel chairs, and even daybeds and chaises. It’s fun to be able to have a couch and a chaise from the exact same collection.


Range of Couch Styles:

  • Crate & Barrel’s main style is modern and tailored. They trend more toward coastal, traditional, and transitional than they do to contemporary or abstract. They have several collections with exposed wood features that are a lovely, interesting pop. Overall it’s an familiar style without anything too outlandish or eye-catching.
  • Crate & Barrel has plenty of Mid-Century Modern style designs, as well. Like most modern couch companies, a blend of modern and Mid-Century Modern options are the main offerings.


Does Crate & Barrel Have Other Products Besides Couches?

  • Yes, Crate & Barrel has an astounding amount of furniture, decor, and accessories for the entire home.

What are some alternatives to Crate & Barrel?

Crate & Barrel is a modern, aspirational brand with a lovely offering of familiar styles. They’re a well-known brand that has a classy reputation. If they fit your vibe then I’d recommend checking out these similar companies.

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