CB2 レビュー 305

I received excellent service from the sales representative in the store. They were knowledgeable, friendly, and took the time to understand my needs, which I really appreciated.

Unfortunately, the delivery experience was a complete disaster. On the day of delivery, I received an email formatted inconsistently with multiple fonts that communicated in a confusing and unclear way that my delivery would not be completed that day and asked me to contact them.

I was later told that the delivery team had been at my residence and attempted to call me multiple times. However, I was home all day and did not receive a single call outside of my normal work communications.

Because of this breakdown in communication and failed delivery, I cannot recommend the service overall. Not to mention extremely frustrating to schedule a day off for this and just be a complete waste of time.

TRULY THE WORST DELIVERY EXPERIENCE

I've been trying to get a couch delivered for three months. THREE MONTHS. We ordered in November. The first delivery window (after 2 months from order) passed and they told us on the last day that it was pushed out another six weeks. Annoying, but okay.

Then I noticed the delivery address on file was wrong. I fixed it over text. Got confirmation. Delivery day comes and the driver shows up at the wrong address anyway. He can't fix it himself, so the couch gets sent back to the warehouse.

After 10 calls with their team, trying to get this sorted out and lots of being put on hold, a rep confirmed the right address and delivery time. I thought we were finally done. Then I got a text saying they were still "working on updating the address."

My husband and I have a baby coming. We bought this couch so our home would actually be ready. Instead, I've spent three months chasing down a piece of furniture that CB2 has failed to deliver twice, despite written confirmation and a recorded phone call with the correct address.

Nobody there knows what anyone else has done. Every call starts from zero. It is an organizational disaster and I genuinely cannot believe a company at this price point that charges specifically for delivery operates this way. Do yourself a favor and buy from literally anywhere else.

Our experience with CB2 has been absolutely unacceptable from start to finish. I wanted to give 0 stars.

We ordered a white sectional, but CB2 sent a beige one instead. Despite this being their mistake, they did not offer to let us keep the incorrect sectional while waiting for the correct one, leaving us without living room furniture for three months. We were then told the white color we originally ordered had to be special-ordered, which added another three months of waiting.

When we contacted the Tysons Corner store in DC, the sales associate, Laila told us she needed to have someone call us back because the situation was “giving her anxiety,” and she had a customer waiting, so she ended the call. That level of professionalism is shocking—especially when spending over $6,000 on a sectional.

I called multiple CB2 locations and continued to get the run-around with conflicting information. It took three additional weeks before we were finally told that fabric swatches had to be sent for the special-order sectional. The swatches arrived in five days, yet we still waited another three months for delivery. As a result, we had no furniture for the Thanksgiving holiday.

When the sectional finally arrived, the situation somehow got worse. The delivery company FGO Logistics contacted us to deliver our five-piece sectional. Only two delivery workers arrived. While one remained outside, the other brought a sectional piece into our home. Our home is only one year old, newly built, with hardwood floors throughout. One of the delivery workers spun the modular sectional in our entryway, and all four metal feet scratched the hardwood floor.

We immediately took photos and videos. The delivery team apologized and also took photos, stating they would submit them to their company. We reasonably expected the damage to be repaired.

Instead, the FGO Logistics Manager, Jill Lorenz, later claimed that the delivery team said the floors were already scratched, which is completely false. Rather than taking responsibility, she attempted to shift blame and cover up the damage. Any delivery company entering customers’ homes should have insurance to cover damages, but instead, we have been ignored. Jill Lorenz proceeded to tell me that the delivery guys have to pay out of their pockets for damages. Despite sending videos of the floor and the rest of our spotless home, we have not received any response or resolution regarding the floor repairs.

This entire experience—from the wrong item, months-long delays, poor communication, unprofessional staff interactions, and now property damage with no accountability—has been exhausting and deeply disappointing.

CB2 markets itself as a premium brand, but this experience shows a serious lack of customer service, accountability, and care. I would strongly caution anyone considering a major purchase from CB2.

The worst. I bought a vanity table and had to exchange it twice. The third one was clearly used, beat up, and damaged, and I gave up on trying to get a new one. I wish I didn't- because now I have the desk and every time I look at it, I get angry.

I wish I could give zero… Not only did they bring damaged items, but I’ve now had to take 4 days off work for their delivery guys to pick up the damaged items because they keep changed the pick up date/time. They have no other options or solutions to offer. What type of company does this?! They also damaged my home when they delivered, stomping around and kicking walls, stairwell etc. AWFUL COMPANY.

Ordered a floor lamp and only received a shade. They said they would send replacement which I never got. Then they billed my credit card co $650. And would not give me a credit. They also billed me 800 for a rug that I never ordered. No customer service could help spent a day trying to resolve and nothing. Totally incompetent bunch of morons and scammers.

They took an extra $420 out of my account for delivery though I had already paid $540 at checkout. They did reimburse me but had a lengthy excuse. The outdoor furniture which I paid well over$6,500 for is low to the ground, you feel the width between the bars through the thin cushions that has ties in the wrong spot so the cushions slip and slide. Don't trust the photos!!! Half the cushions just got here today. Such Junk.

Ordered an “in stock” item almost two months ago. The delivery date has changed multiple times. Contacted them twice and I can’t seem to get a straight answer as to why this “in stock” item has not yet been shipped.

Worst customer service online. Placed the order , never got confirmation email or tracking number , chat doesn’t work and they not answer phone.Insane ! I will go ahead and file claim to return muppets money back

The customer service received by Crate & CB2 is HORRIBLE. I purchased expensive curtains and an armoire on a no-interest promotion. I missed the deadline to pay for the charges in full so interest was charged. That I understand. What I don't understand is why a Crate/CB2 credit card service rep would tell me (on a recorded line!) that if I paid a balance of $1500 the promotional interest fee of $789 would be reversed??!! The interest fee is STILL on my account for over a year. I keep arguing this point, and all I get is Crate/CB2 telling me I missed the promotion cut-off "conveniently" ignoring the very real issue I'm contesting above which came directly from your customer service dept. It's been a year and I will continue to fight this shady practice that was done to me. I want a refund. I demand justice. I'm tired of waiting for this issue to be corrected and Crate/CB2 to do right by me. I've been a longstanding customer and I now have a very sour taste in my mouth. What was done to me is unethical! Placed another call to refute this issue today, 5/8/25.

The worst customer service - they keep changing the shipment date - I've been waiting almost three months for a sofa that I have already paid for. No one calls back, the chat and text functions - nobody responds. Would never order from them again.

Sorry, i want to put Minus 5 stars!
Unfortunately i did not read the Spectaculars reviews before buying in CB2.
Everything that you can see in the reviews is True!
The delivery was a Disaster after paying in full .Once you get the delivery day confirmed by 2 phone calls .The day before was canceled because the table was
Damaged.
I spoke with customer service and they told me at that point that the table was in back order and they were expecting the new shipment for middle or end of April (that was in February 2025.
On April 25th i received my table that was damaged and at the time of delivery i called customer service and sent Photos of the damaged part.They told me do not worry and they scheduled the new delivery for April 30th
Then they called saying that will be delivered on May 1.
On the April 29 I received 2 calls confirming the delivery.After that i received another call cancelling the delivery because the table was damaged.
My question was : CB2 buys only Damaged merchandise?
CB2 customers are stupids ?
CB2 play with the customers ?
CB2 is Not a reputable Bussiness!
For your own peace of mind Avoid this place.
After this review i will place a complaint in the
BBB.
Once you read this it is under your own responsability to buy something in CB2

I would give it a ZERO IF I COULD

Absolutely horrible experience with CB2.
My client purchased a table during her home renovation, trusting that a “reputable” store like CB2 would deliver a complete product. After weeks of waiting, once renovations were finished, we opened the boxes — only to find that the hardware for the legs was completely missing. No bolts, no screws — nothing.

I immediately contacted CB2 customer service and was promised that the hardware would be shipped to the new address along with a team to assemble it. Instead, CB2 botched the delivery address — not once, but TWICE.

I wasted over three hours talking to multiple customer service reps. Patricia, in particular, was unbelievably unprofessional, unhelpful, unreliable, and made the situation so much worse. She showed zero urgency, gave wrong information, and clearly had no interest in resolving the issue.

I later spent 35 minutes speaking with another rep, Taja, who admitted that the hardware wasn’t even available and that someone would follow up the next day. No one ever called.

To top it off, today we received yet another notification that CB2 attempted to deliver — to the wrong address AGAIN.

At this point, the table is completely unusable, and CB2 has offered no real solution for the massive inconvenience and wasted time they caused. The level of incompetence and disrespect for the customer’s time is absolutely mind-blowing.

CB2 markets itself as a premium brand, but their service is anything but.
Buyer beware — if you expect complete orders, professionalism, or even basic competence from CB2, prepare for a nightmare.

Placed an order on January 17 2025. Still waiting on delivery. Traced the item and it's been sitting in shipper's warehouse and has been since Feb 7th. Unable to get anyone at the shipping company (Ceva Logisitics) to return calls. Shipping company won't delivery unless I schedule a delivery - but can't do that because no one calls me back! I've spent countless hours on the telephone with customer service at CB2 - keep getting passed around from person to person. Individuals call me back but don't leave their name and just provide customer service and end up on the never ending circle of incompetent customer service reps. To top it off, they won't allow me to cancel the order. Buyer beware.

I purchased a candle holder that was supposed to have been delivered on 02/03/25. The third party shipping company informed me that they had not received the holder from CB2. I called CB2 and stayed on the line with them for almost an hour and got three different stories from the agent: 1) The shipping company lost the holder.2) The holder was not sent out to the shipping company 3) They had run out of the candle holders and therefore, they could not replace it. So many stories on just one item. I believe they run out of the holder yet they posted it online for sale. Who does that? This is an absolute joke of a business.

I purchased a book shelf in October. At the end of December I received the shelves. It took a while to get that so I assumed that the brackets would follow eventually, when they did not, I contacted them only to find out that the wall brackets were sold out but they shipped the shelves anyway for funsies.
Long story short they tried to charge me to return something they never should have sent anyway. And I never received a full refund for something I never received. After multiple contact attempts I gave up. I had purchased with a gift card so I had no recourse and it’s not as though I’m eager to buy anything from them again anyway.

Sigh...this used to be one of my favorite stores, but thanks to shady, rude Lizette, one of their managers at UTC, I am done with the brand. Absolutely rude and deceitful just to make money. She tried to swindle me for an item that was marked down from LAST SEASON, that she and her team charged me full price for, then lied about it when I discovered it was a discounted item. The item was tagged by them for $207.97 (it went to clearance) and she charged me $699.00 for it, but wasn't smart enough to take off the tag. I went back to the store to show her, she attempted to make me look silly in front of other customers but clearly she didn't anticipate arguing with a lawyer. Needless to say, I got my refund.

I said ok, no need to shop in the store - I'll just order and have stuff delivered from online. My order that was in stock, I've been waiting over a month for most of it. I received a couple of items, pillow cases - they were stretched/used, had a slight odor and no tags on them.

All the reviews are saying the same thing, CB2....hire back your old staff or lose more of your customers...and fix Lizette, she needs some retraining and some Listerine for her foul customer unfriendly mouth. Yuck, girl.

Ordered a set of velvet chairs and both arrived HEAVILY damaged. Customer service is a joke.

The incapability of this company is astonishing. I ordered 2 items: a bathmat and some kitchen utensils.

Today, 4 days after placing the order I receive a notification stating that one of the items is "Ready for pickup" 1 hour from where I live.

I paid for shipping for the entire order and never selected to have anything picked up.

I contact support and it takes the agent 45 min to get back to me.

She then asks me, what would you like to with the bathmat, I kindly explain that I would simply like to have it delivered.

She then takes me a series of back and forths stating that the store said its not available for shipping as its ready for pick up.

I again explain that I paid for shipping and never asked to pick anything up.

Someone then sends me a text, and again states I can pick up the item.

I once again explain that I can't pick up a single bathtub 1 hour away while i paid for shipping!

This is complete nonsense...

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.