CB2 Reviews

The salesperson at the physical store was fantastic. They knew their stuff, were genuinely nice, and really listened to what I was looking for. I was grateful for that experience. Then came the delivery day, and everything fell apart. I got an email that looked like it was put together by someone who'd never seen a computer before with a bunch of different fonts all over the place. It basically said my delivery wasn't happening and told me to call them. Later I found out the delivery crew had supposedly been at my house and tried calling several times. I was home the entire day and didn't get a single call. The lack of communication combined with the failed delivery was infuriating. I had taken the day off specifically for this and wasted my whole day. I can't recommend this company because of how this all went down.

This was the worst. I bought a vanity and had to swap it out twice. The third replacement showed up looking like it had been used before, banged up, and scratched. I got tired of fighting and just accepted it. Now every time I see that vanity, I get frustrated all over again.

Absolutely the worst customer service I've experienced online. After placing my order, I never received a confirmation or tracking details. The chat feature isn't working and nobody picks up the phone. This is ridiculous! I'm filing a dispute to get my money back.

The customer service from Crate and CB2 is absolutely unacceptable. I bought high-end curtains and a large cabinet using a promotional interest-free plan. I missed the payment deadline so interest got applied, which I understood. But here's the problem: a credit card rep from their company told me on a call that was supposedly recorded that if I paid $1500, the $789 promotional interest charge would go away. That interest is still sitting on my account over a year later. Every time I call back to discuss this, Crate and CB2 just say I missed the deadline, completely ignoring the fact that their own rep promised to take it off. It's been months and they keep blowing me off. What was done here is dishonest and unethical. I've been a longtime customer and now I feel completely betrayed. I've called again today to fight this and I'm not stopping until it gets fixed.

Absolutely the worst customer service. They keep pushing back the delivery date. I've been waiting nearly three months for my sofa that I already paid for in full. Nobody returns calls, and nobody responds to chat or text messages. I would never recommend ordering from them.

I'd give this zero stars if the system allowed it. This whole experience with CB2 has been absolutely awful. My client ordered a table while doing renovations and relied on CB2 being a trustworthy company. After waiting weeks, once the renovation work wrapped up, we opened the boxes and found that all the hardware for attaching the legs was gone. No bolts, no screws, nothing there. I called CB2 customer service right away and they promised to send the hardware to the correct address and have someone come assemble it. Instead, they messed up the address not once but twice. I spent over three hours talking to several different reps. One rep named Patricia was shockingly unprofessional, not helpful at all, and seemed completely unreliable. She made things so much worse. She didn't seem to care about solving anything, gave incorrect information, and showed zero sense of urgency. I also spent 35 minutes with another rep who told me the hardware wasn't even in stock and someone would reach out the next day. That never happened. Then today we get another notification that CB2 tried delivering to the wrong place again.

I used to really like this store, but a manager named Lizette at one of the locations completely turned me off the brand with her sketchy and dismissive attitude. She clearly just wanted to make the sale no matter what. She sold me an item that was marked down from the previous season but charged me full price for it, and when I caught her on it, she lied about it. The price tag they had on it said $207.97 since it was on clearance, but she charged me $699. She apparently wasn't careful enough to remove the original tag. When I went back and showed her, she tried to embarrass me in front of other shoppers, but she didn't expect to be arguing with someone who actually knows the law. I got my refund. I thought maybe I'd just order online to avoid the store, but items that were listed as in stock are taking over a month to arrive. When I did get a couple of pillow cases, they looked stretched and worn, smelled off, and didn't even have tags on them. The reviews all say the same thing: CB2 needs to bring back better employees and do something about people like Lizette.

The customer service here is just terrible. Sounds like they've moved their support team to another country. I used to really enjoy shopping there! Looks like I'll be checking out West Elm instead.

The quality of these products is really disappointing. I got a daybed for my guest bedroom and the mattress was extremely firm and uncomfortable. I had to buy a better cushion for it. Then one night someone was sleeping on it and the entire frame just collapsed after only being used a handful of times. Turns out it's made from cheap particle board underneath. We're lucky nobody got seriously hurt when that happened. When I tried to get it resolved, they said sorry for the inconvenience and offered me a credit of $118 on a $1200 purchase. That's not acceptable at all.

I've been a devoted customer of CB2 and Crate and Barrel for many years now, probably spending well over ten thousand dollars between the two stores. My place is almost entirely furnished with CB2 products. Whenever issues came up in the past, they always took care of me immediately with great solutions. That's unfortunately all changed now. They've moved their customer service overseas to somewhere in the Caribbean where you hear screaming babies in the background, conversations are barely audible, and the staff has absolutely no idea how to help customers. I recently ordered an expensive rug that took three months to arrive, and it showed up damaged. The person claiming to be a supervisor actually had the audacity to suggest I get down on my hands and knees and wash the damaged spot myself. I work hard to afford quality furniture and home pieces from a store like CB2, and I shouldn't have to scrub stains out of them on my knees per management's suggestion. This really shows what happens when you outsource and don't keep your customer support in-house. This will be my final purchase from either brand, and I'll be sharing my experience with everyone I know.