CB2Reviews of cb2.com

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 just had the worst experience with the “customer service” department at CB2. We purchased their white Terrazzo OUTDOOR coffee table in April 2022, was delivered in June 2022. The coffee table was delivered for and extra $119, pick up was not an option for us. The table was delivered with a small chip which after waiting months for delivery we didn’t feel is was a big enough deal to wait several more months for a replacement. At the time of purchase I don’t recall covers for this table being available. They are now available but no where when you go to buy this table does the website tell you, “you must also purchase our cover to ensure the integrity of the table.” I just now went through the online process of purchasing this table. The cover shows up only in the “items you might like” area and it’s only in second place. The care instructions say to cover it, which I did (or move it indoors which is unreasonable for a 400 lbs table). I covered it as I do all my outdoor furniture in the winter and other inclement weather. When I went to uncover my outdoor furniture recently I was shocked and heartbroken to see the table falling apart…tons of chips. I attempted to glue a few (4 pieces) of the chips back on (of of the several…guessing 50-70 pieces). When I realized this was an impossible task I decided to contact CS. That was a total joke…they basically use anything you say, take it out of context and basically tell you too bad, it’s totally your fault and we will do nothing to help you. The only thing they offered was to help find a place for us to pay for repairs. The style of their items are good but they lack quality and CB2 doesn’t stand behind their products. I’m not the only customer with this exact same issue. One would think they would see a pattern here and do something beneficial about it. I feel over a barrel here. I loved the look of the table and we searched high and low for something nice for our outdoor space. Now our table is junk…literally in pieces. I am devastated and am feeling totally betrayed. Btw - when people leave reviews, CB2 tells the customer how sorry they are and to reach out but as I just found out…that’s total lip service. Updated - CS just emailed me offering $100 off and an additional %10 off with free shipping. While this is a step in the right direction (hence 2 stars rather than one as I originally gave, I’m not sure this is adequate considering the facts. You can decide. I thinking on it still.

Incident one: I ordered a table (not cheap) in August that was on backorder until Mid October then moved to late October then early November then mid November. When it arrived it was damaged & with closer inspection there so many manufacturing imperfections. Missing paint in multiple spots, hardware blemishes, alignment with legs to top. For the amount of money it was it should be perfect. Customer service said I can get a replacement & hold on to the damaged one in the mean time but a new one will not come until MARCH, this is mid November. At this point I'm convinced they probably will forget about me & I will not being seeing a new one. My second fear is getting my second table & it being a mess. Incident 2: I've been wanting this specific item for a year & finally ordered it. Magically it was at a store close to my residence so I opted for in store pickup. Two hours later was told it's out of stock & no one knows when it will be back. Customer service has been getting more & more careless & unresponsive. I've been a fan & customer for a long time but this year has been the absolute worst. Also everything online seems out of stock or delayed until next year at some point. Every other company has no problem with their shipping but CB2 seems to have gone backwards in that realm.

Both CB2 and Crate & Barrel consistently misrepresent items. I've received items that differ wildly from the product photos. Customer service will tell you the product description says "each item will be unique". If the product item shows a bright, vibrant blue rug, and the then the rug I receive is a dark navy, almost gray, that hardly falls under "each item will be unique". The truth here is that this company doesn't seem to work closely with its manufacturers to make sure the customers are getting a consistent product. A lot of times the product photos on the website aren't even real, but 3D models that have been photoshopped to add cords and shadows, etc. This is especially true with lamps I've noticed. It's absurd. If you can't get a grip on your inventory to provide actual product photos, then scale it back. But worse, when there is a problem, customer service is often not helpful, and can even be rude and argumentative. They make it clear they're doing a favor by resolving the problem, even though they pulled a bait and switch with the product. Not to mention their customer service seems sketchy. I know it's state side, I believe out of Chicago. I had my C&B credit card "compromised" after giving it to a rep over the phone. I only used this card on the website twice and over the phone with a rep once, yet it was stolen. Finally, the quality of the products is not so hot these days. It's basically on par with what you'd get at one of these other closeout type websites. I don't expect perfection, but at the prices they charge, I expect a problem to be resolved without question. I'll Pass.

WORST CUSTOMER SERVICE. Waited MONTHS to get my furniture items and finally got a delivery date, it was confirmed the day before and then POSTPONED because the items hadn't arrived at the warehouse. When I tried to reschedule, the next date was a MONTH later. Used to be such a huge CB2 fan. Now, I will never buy anything else from them. DONT WASTE YOUR TIME

Beware before you order from CB2. Orders are mismanaged. Website states items are available to ship but takes many weeks to get order. No option to speak to anyone in customer service. Can only text or email then takes days to get a response if you are lucky. CB2 products are great quality and good pricing but good luck with ordering.

Overpriced IKEA furniture. They have some nice stuff don't get me wrong but the quality and style is pretty much IKEA but for 3-5 times the price. I found identical or almost identical items on Wayfare for a fraction of the cost. Granted they actually have retail locations and often in the center of expensive towns that sure adds to their overhead. But honestly completely overpriced for what it is. If you can get their floor samples which are usually 30-50% off you get closer to what their furniture should cost in the first place.

I am so regretful that I decided to order from CB2. Here's what happened...I'm moving to Hawaii and I needed some furniture for my new place. They had a 15% off black Friday sale and they are one of the few furniture companies that ship to Hawaii so I picked a few things and tried to order. For larger items you need a shipping quote before you can order...this is where my nightmare started. My story is complicated but simply my only request was to get the 15% discount and to have my orders put on hold since I am still out of the country and would not be able to receive the packages yet. After some awkward attempts at ordering via email with Carmen Thompson (the person in charge of special shipping) we finally connected over the phone and she was very nice and helpful and I thought everything was resolved. She said she would cancel my previous online quote orders and took my order for the coffee table and gave me the 15% discount with my later shipping option. As her advice for cheaper shipping she told me to order the other items online and then she would immediately adjust the shipping date and give me the 15% discount (since the time limit had already past.) I ordered it online and immediately gave her the order number over the phone and she said she adjusted it. A few days pass and first I get an odd charge amount on my credit card from CB2 ($133, not adding to up to anything I ordered) and then I get an email saying part of my online order is shipping...I email Carmen and she says she's sorry and will call FedEx to fix the problem. Today I get a message from my new landlord saying theres a big box left at my front door. I check and its the order that was supposed to be delayed. Now I'm getting upset I mean I made it very clear DELAY the order please. And I even double checked with Carmen and it still gets delivered. I now realized I never got an order number for my coffee table over the phone with Carmen so I chat with customer service and they give me a number. Just to make sure everything is OK I go online and double check to make sure my coffee table hasn't shipped and I find out the number they gave me is for an old quote I requested. The order was never cancelled and is on hold at their warehouse! An order that I never authorized and that was supposed to be cancelled by Carmen. Thank god its on hold, this order was for heavier items and I'd be charged $375 just for shipping! The other old order was cancelled so I don't know what is going on here. I am very upset and stressed about this whole experience. I have 3.5 more items shipping and I hope that no more mistakes will happen. Why is this so complicated?? I'll be back once all is done to give my final opinion on CB2, but so far bad impression, terrible communication, and what is that $133 on my card for??? Update 12/7 I found my missing order number! It was in my junk mail and that was my fault in a way for not finding it BUT even so still no response or apology from Carmen about my order # and the box being left at the door. I checked my go-cart order status online and see its delivery status is "customer pickup for 12/6 in CA" WHAT??! Common people...I finally get a hold of customer service via chat (phone was a joke! I don't even think anyone is taking any calls, it just kept saying "wait time 0 minutes" Whaa?) Anyways, the person on chat gave me the international teams direct number and I got through to someone in 6 minutes a record! She looked it up and said the system is strange about status but it says my order will ship out Dec. 20th so that was a relief. I also found out that my odd charges on my card add up to the correct amount, but why they are taken is such odd increments? No one could give an answer. She also cancelled my other order... For goodness sake, could this order please just go through without anymore mishaps?