CB2 Omdömen 

What an absolute sham of a company! I ordered a couch from them on sale. This was for a customized item, that required a 50% deposit.

When I received my receipt via. email, the wrong color was reflected on the receipt. That was a stock color, which doesn’t require a 50% deposit because it’s not custom!

I immediately reached out to CB2 via. chat, no one got back to me. A few days later, I made additional outreach attempts via. phone, no one responded. Finally, five days later, I make outreach attempts via. the chat feature and telephone.

I get in touch with a manager, who confirms that my cookies reflect that I added this item to my cart, several times. She then says that she’ll have to charge me 50% more for the custom item I ordered, in order to ensure that I receive what I actually ordered!

She then insists that I ordered this other color, even though I would’ve been charged FULL price for the item, if that were the case since it’s in stock! She also advised that it was now slated to arrive mid-November even though the couch I custom ordered was on back order until December, further supporting that an error occurred because my receipt reflected “mid-December delivery” for this customized item!

I advised CB2 that this was shocking, and that I believed that they should honor the original price point, since I have screenshots that reflect what I actually purchased, which was supposed to arrive in mid-December. I have screenshots confirming it’s a customized order, that it’s arriving mid-December. It’s the receipt that reflects the faulty color, which is what prompted me to reach out again and again.

I advised the manager that I had purchased chairs, curtains and end tables, with this specific couch in mind, she did not care! She said there was nothing that they could do, other than cancel my order, even though customized orders can’t be cancelled and then proceeded to call me a liar by saying that I had ordered it in this other color, when my screenshots suggest otherwise!

Then she said I should “clear my cache” to ensure no errors happen again! Acknowledging that an error did, in fact, occur! Like my screenshots reflect!

They wouldn’t even offer as much as a coupon to make good on this. The only way I could have what I originally ordered, was to pay 50% more than I already had committed to!!

How many customers is this happening to? And how many people just hand over the money, because they’ve fallen in love with their selected items?

Shame on CB2! Will never do business with them again.

We had a bad experience with their customer service when it came to our wedding registry. But, we didn’t receive a dinnerware set I was really excited about. Unfortunately, at least 1 of every item has chipped so far and it’s been less than 2 years. We follow the care instructions and don’t have kids, so this really shouldn’t be happening. I debated getting a second set for backups, but unsurprisingly, they have discontinued that product line. I’d highly advise against buying items like this from this brand…

Horrible costumer service. I can understand not being able to help with after sale support but there is no excuse for being impolite and dismissive.

I don't normally write negative reviews, but I'm so tired of companies like CB2 charging $1000's of dollars, delivering crappy products and treating me like garbage. I ordered an "Original" artwork. It was pricey (at least for me). What I received was not nearly as nice as the website photo. It is VISIBLY INFERIOR at a glance. Yes, it has the same design and colors, but it is obvious that much less care went into its creation. I won't hang it on my wall. Customer service says that since the description states "Each piece will be unique" they have no responsibility to me and I am stuck with something that I will not use.

Terrible customer service . I think they’ve outsourced them abroad . I used to love this store! Argh West Elm is my last resort.

Horrific experience with customer service. I was a long time customer being a designer but not anymore. My client ordered a sofa and it fell apart within months. The sofa was so horrible they stopped selling it after it got so many bad reviews. When I brought this to CB2’s attention in attempt to solve this frustration for my client, they said they could not do anything but give a 10% discount. I have only ever had to return one other piece of furniture over the years and their competitors were happy to help me resolve my issues and actually stood by their quality.

CB2 is a multi-billion dollar company that won’t let a loyal customer exchange a 2k couch. Absolutely horrible and I will never trust or recommend this greedy and useless company ever again. I had no idea I would end up being this disappointed with them.

I purchased a daybed for my guest room. Cushion for the bed was so hard I had to purchase a new cushion. While sleeping on the bed one evening the bed frame completely collapsed only after a handful of uses, exposing cheap particle board wood. Thank goodness no one was injured when the bed collapsed. In an attempt to resolve issue they were apologetic for the “inconvenience” and wanted to credit me $118 on a $1200 purchase. Unacceptable.

I have been a very long and loyal customer of both CB2 and Crate and Barrel. In fact, I've spent tens of thousands of dollars over the years between these stores. My entire house is CB2 furniture and decor.

I have always been helped immediately if there has been a problem and they have been extremely prompt with a variety of solutions.

Unfortunately, that is not the case anymore. CB2 outsourced their customer service to the Caribbean where there are babies screaming in the background, can barely hear what is being said, and zero customer service skills. I juse ordered an expensive rug that took three months to ship that came damaged. The "Supervisor" had the nerve to tell me that if she were me, she would just get down on my hands and knees and wash the spot that was damaged.

I do not work the amount of hours I do to be able to afford to purchase high-end furniture and decor from a store like CB2 to have a supervisor tell me that I should get down on my knees and scrub. This just shows the level of IQ with outsourcing and not keeping their customer service in-house.

This will be the last time I purchase from either brand, and I will gladly spread the news to all close friends and social media as CB2 is not the same brand that it used to be. Very sad as I was a loyal customer.

CB2 is a pretty hard company to accurately review. I've ordered 3 dozen items from them over 4 years, including 4 marble tables, boucle couches/chairs, various lamps, and other random furnishings. The tables, chairs, and couches are mostly awesome- upper-quality materials but unfinished (marble tables were all raw, no polish). Lamps and furnishings- depends. They use surprisingly cheap cords and switches on their lamps and about half of the decorative pieces I purchased were cheaper than expected. I have a few items from similar retailers where the quality was a notch above. So, mostly a coin flip on less expensive items. Biggest issue is their shipping. While they offer a very good (flat) shipping rate on heavy marble tables and the like, close to half of everything I've ordered was on backorder. Then the expected delivery date kept moving in the wrong direction. Wonder if they try to collect as much production money as they can to produce the product? Glad I only have one more item coming (on backorder, and the date moved from early Feb to early March). 3 stars is about right for this hit-or-miss shopping experience.

The lack of common sense of this company is mind blowing. If you order a desk that was advertised as "clearance" the item is shipped in 3 different shipments, you need to pay for each of them even when you won't have the complete item until the 3rd shipping arrives and you assemble the desk. There is even more insanity to the story, the third shipment will arrive in December 2024. We are in Jan 2023. How can this be "clearance"? I called 3 times because I could not believe the absurdity of this. The 3 representatives gave me the same ridiculous story. Shall I continue? I ordered some small items and yesterday got a shipping confirmation. However, today I got an email saying that the order was cancelled because the items are no longer available. How can you ship something (I got the confirmation for this) that is not available. Stay away from this store, they have serious issues.

Absolutely awful customer service. I am 100 miles and 2 hours from their closest store. I had a large return to make and it was going to be costly, so I called CS to see if I could drive up to return to store, as I was going to an event in that area anyway. CS approved it and said that the approval was noted in my account. Drove 100 miles and 2 hours and store and staff declined to take return. Management refused to get involved. Called CS from store and only accommodation offered was shipping label for me to use from my home. No reparation for 200 mile, 4 hour round trip.

I’ve purchased two cb2 furniture pieces. One was a caleb zipperer upholstered bed (returned) and the second a beautiful marble coffee table “Irwin” (stock mismanaged, order canceled by them). When my order was canceled, I received no notification and had to call myself to ask why it wasn’t delivered or even shipped, wasting time and preventing me from getting new years deals on an alternative while I sat on a yoga mat in my unfurnished apartment. As for the bed, I liked the wood quality but the website misrepresented the color of the fabric, skewing it ivory. When it arrived it was popcorn yellow. Of course I sent that right back. I also feel that they overcharge for delivery. I was mostly upset about the coffee table because it was beautiful and it was listed as in stock when I bought it. So not only was it not in stock, but it also wasn’t even available due to a missing part in China and was fully removed from the website a day later. And to top it off, when I explained that the website was showing stock and my receipt showed stock, and my order online with my account showed a missing piece backordered at the time of purchase, the website still was showing a few available to purchase for my zip code, I was blown off and they didn’t seem to care much to fix the misrepresentation of availability and tried to inform me what I had just explained to them. Annoying. Then I asked can I have a coupon for the inconvenience, and they said sure but why not offer to begin with? My backup coffee table sold out while I was waiting for this to ship.

Bait and switch. They give you an initial estimated delivery date then postpone again and again for months! Whoever is in charge of production should be fired. We were told mid October delivery when we purchased six sectionals in August. Then they said early December then mid then late December now we get a message saying mid January. They are lying about the date to get you to buy. They will have our $6500 for five months but we don’t have sofas.

I have a made a similar experience with CB2 / Crate and Barrel. I ordered a bunch of furniture from them, usually it arrived without an issue, but always with delays.

During Black Friday I ordered my couch table and a few other items that I was excited to receive before hosting my Family for Christmas. Unfortunately the order was set to "$0", making the CB2 Team think it wasnt paid, but I did get charged. Now they didnt even offer to actually express send the items, but said they'll refund me in 7-10 biz days. Frustrating!! I ordered on 11/25.

A 0 rating needs to be possible here because their incompetence is just as ridiculous as fragilepak. I had generally good experiences with them until I decided to order custom furniture, and now it has been over three weeks since my supposed delivery was supposed to take place and nothing. Fragilepak claims cb2 isn’t responding and CB2 claims Fragilepak isn’t updating their information. Both of them have been absolutely useless and giving me the run around for three weeks. Even after getting a customer service rep to “escalate” the issue to a superior and bring assured I would be hearing from them in 24-48 hours, I have not heard even a whisper. It has been well over 168 hours, so that was a blatant lie. I have a $2k sofa out there somewhere I had to wait months for and it has been a nightmare dealing with this issue. CB2 hasn’t done a single thing to sort this out. I cannot even cancel the order and tell them to get lost, because it is a custom order. I am so close to just filing a complaint with my credit card company and getting a refund that way at least. I literally could’ve spent half this money at IKEA and had a sofa months ago. I don’t know why they’re acting like it is rocket science in order to track this down and get it delivered. The premium I had to pay for this furniture and delivery is ridiculous given the level of customer service from a supposedly high-end furniture store. Even Walmart has better customer service than this. I had plans to buy more custom furniture but I will never make that mistake again.

DO NOT ORDER. Ordered multiple items, some custom. Custom order was delayed 4 months (Took 9 months to arrive!) and some other items were LOST by CB2, thereafter had to be placed again on back order. I agree some items are BEAUTIFUL and unique, BUT NOT WORTH IT. Spend more for a reputable brand that has their stuff together, will actually respond to you and most importantly DELIVER your items.

Ordered a bed, immediately was back ordered. After 2 months we had the bed delivered with no hardware. It’s sitting in pieces for weeks in our room and after 4 calls no one can figure out how to get me the hardware. Each agent said they would call with an update. Not a single one will. I’m beyond frustrated and asked to have it picked up. I’m throwing this piece of trash bed outside and stopping payment for the bed. Will NEVER order again from this company.

Overall they have modern fashionable pieces at decent prices. They are certainly not perfect but they have an internal customer service process and review process and I’ve been shopping there years and I am a tough customer to please. I don’t like their shipping costs, the quality is sometimes not as stated ——but they stand behind their products and make it right. It takes persistence, if you live far from a store returns are difficult and shipping more expensive but they are very responsive via chat and if you give them a bad review they will respond. Sometimes they will take it down but not without addressing the issue. If there are too many negatives on a product off to clearance it goes never to be sold again. The best way to provide them feedback is on their site - not here

I purchased a custom sofa in July and the estimated delivery was early August. It is going into November and no delivery is scheduled. Due to it being a custom order, I can’t cancel the order. They would only refund half of my money, if I canceled the order. They take no responsibility for the delays or the missing order. A company of this size should be able to track an order and provide real status updates to customers. Their customer service reps all have the same script with no resolution. They even scheduled a delivery only to cancel the day before. (This was the only time someone from CB2 called me.). Not sure if I will ever get my sofa or money!

Shocking customer service. Pls don't ever order online. Very expensive pot arrived with huge cracks. I went online immediately and twice submitted return with a picture. No response. I would expect at least an acknowledgement that I sent something in... I then called the next day and spoke to a woman who assured me a return label would arrive. Again nothing. So will call again and waste time tomorrow. Never again with this company.