CB2Reviews of cb2.com

I ordered a mirror online and paid extra for their white-glove delivery service. The delivery was scheduled between 11:00 AM and 1:00 PM. At noon, I called customer service to check on the status of my delivery. After being on hold for 42 minutes, I was told that their own warehouse wasn't answering their calls! It wasn't until 2:40 PM—an hour and 40 minutes after the scheduled delivery window had ended—that they finally called to inform me they were running late. DO NOT BUY FROM THIS COMPANY! Because of their complete lack of professionalism and communication, I wasted my afternoon, lost my reserved service elevator slot in my building, and now have to deal with the hassle of requesting a refund. For a company that charges extra for white-glove delivery, this level of service is absolutely unacceptable. Horrible customer service, zero accountability, and a complete disregard for their customers' time.

I'd rate them less than 1 star if I could. Order placed 6 weeks ago. Delivery ETA was repeatedly pushed back yet my credit card was charged some random charge that didn't even coincide with the amount of the order. When asked why and what the charge was for, no one could answer nor were they willing to reverse the charge. I spoke with multiple customer service reps. They were either clueless, rude or dismissive. Order cancelled. DO NOT SHOP CB2!! They clearly don't value their customers.

We had a highly underwhelming and deeply frustrating experience using the excessively advertised Free Design Service at the CB2 Eastside location (979 3rd Ave) for our new apartment. After executing a $25,000 order, we have been completely ghosted by our designer, Sarah, and the store staff, and as of October 8th, we still do not have the items we ordered after four failed delivery attempts. The Timeline of Failures: • The Pitch & Rush: Sarah came out for our consultation on July 12th. She told us she was leaving for a two-week vacation the following day and aggressively pushed us to rush into major design decisions and get everything ordered by Friday. She promised a floor plan by the end of that first day, which never arrived; I had to chase her down just to see the layout on her final day before vacation. • The Order Nightmare: Due to an initial credit card limit snag, I had to spend the next two weeks painstakingly placing orders piece-by-piece with various random store associates. It was exhausting. When Sarah returned from vacation, she failed to follow up or audit the order to ensure it was grouped correctly. I had to reach out just to ask if she was back. • Fulfillment Disasters: Because of the lack of internal store coordination, my orders were completely split up. On one delivery day, I had three separate orders processing simultaneously—one of which was accidentally routed to my old apartment address. I could not get a single store employee to answer the phone or reply to update the address before delivery. (Shout out to the actual delivery drivers who manually sorted it out on-site). • The Ghosting: I tried my best to give the store grace, but once I started demanding basic answers about where my furniture was, Sarah entirely ghosted me. She stopped replying to emails altogether, despite the fact that I still wanted to purchase the remaining items she originally picked out for our space. It is incredibly disheartening to be made to feel like an "annoyance" or feel stupid for asking basic tracking questions after spending $25,000. It seems you need to spend far more than that to receive basic human decency and customer support from this location. Moving forward, I will avoid all interactions with the Eastside store team and strictly buy online.

The order page and confirmation emails falsely state that you will be contacted by ___ date to "schedule delivery." This will not happen. When you call and ask about it you are told that it does not mean they will call to schedule delivery and that you should have known to click on a link which states it will take 2-4 weeks. Actually, in my case the items would not have been delievered for 8 weeks and I will have to wait at least that long to recieve a refund for items that I canceled and never received due to the excessive time it was taking to deliver in stock items. Save yourself from wasting time with calls and chats with their "customer service" who will only tell you that the website is not misleading and that it is not their fault. They have no problem with charging your credit card for 2 months when the items are never delivered.

Extremely disappointed with the customer service from CB2 and Crate & Barrel. After spending thousands of dollars on furniture and home items, I expected a better experience when damaged products arrived at my home. The items were delivered broken through no fault of my own, yet I was told that I needed to pack up and transport the damaged items to a UPS Store myself. These were not small packages. They were large, heavy items that are difficult to move and require significant effort and transportation. Customers should not be inconvenienced or penalized for receiving damaged merchandise. When a company sells large furniture and home goods, it should take responsibility for making the return or exchange process easy when items arrive broken. For premium brands with premium pricing, the level of customer care was far below expectations. I expected a company-focused solution, not a burden placed on the customer.

Had some bad order errors but they did fix it. It’s just frustrating for the price point.

I ordered backin March andwas chargedright away,but the package never showed up. Tried emailing thm a couple times and gotzero replies. Really disappointing experience, wouldn’t recommend.

Ordered furniture on March 5th and still nothing by now. Tried reaching outvia email but no luck, feelslike atotal waste of$500.