CB2Reviews 56

I received wrong products and it took me two hours to get someone on the phone. The customer service was rude like it was my fault they sent me random lamp and pillows and not products I actually ordered. Well, I waited another three weeks and 50 emails to get my products... In the meantime I placed another order and again wrong products. I do not want call and email anymore, I decided to drive one day 200 miles to the store. Also, they charged me once for a rug that was on the back order and in two days they gave me a refund. They did not inform me what was happening and again I just do not want to call/ email forever. I just bought another carpet. A month later they charged me again. I need a furniture for my house, but I
Afraid they will end sending me an elephant and I can not drive to store with that.

Remarkably poor customer service. I ordered a small in-stock item and paid for express shipping. I received an email with tracking info (much later than promised) but the nothing was ever sent out. A tracking number search showed FEDEX had never gotten the package. I called CB2 on multiple occasions and it was impossible to get through to anyone - I even left my number in their call-back system but no one contacted me. Unacceptable.

They canceled my furniture delivery on me twice, an hour into the delivery window. When they finally delivered the piece (congo media credenza) it had the following defects: back left corner dent, warped left panel, chunk of wood missing out of left panel exposing a screw, top isn't properly aligned to base, crack up 3/4 of the right side panel, drawers did not open fully, cracks inside cabinets, screws (yes the pointed end) protruding into cabinet spaces.

Then customer service tried to give me the run-around. I was told a supervisor would call me within 24hrs - it is now 5 days later. They keep pushing an exchange but there is no way I'm taking more days off of work for this (already had to take 3!).

By the time they deliver my rocking chair my baby won't need it any longer. I certainly won't get to enjoy using it during my maternity leave. Chair was on backorder and I was told worst case scenario it would take 16 weeks. Fast forward to 20 weeks and I receive multiple emails saying its ready over the course of a month, but then each time I call the warehouse nobody seems to know where it is or what the delay is. Absolutely ridiculous. It's been 22 weeks and they still can't figure it out. I am a professional designer and I like the style of CB2 but their service is appalling. I will NEVER buy furniture from this supplier again, for myself or for my clients. It is so not worth it. If and when the chair ever does arrive I think I will regard it with resentment.

Ordered chair May 18 when it was in stock; CB2 shipped it immediately. When I didn't receive it they claimed it was "lost," but by then it was back ordered until, supposedly, July. They strung me along for months as I called multiple CS agents, waiting on hold an hour each time, to get status. Also tried email to CS. Each time the agent (Alejandra, Nilsa, Carl, Linda, Sue, Caley) promised to call me back with status but never did. Each time the agent promised the replacement chair in late July. Caley even gave me her email address so I could check on ETA. July 26 I emailed Caley for status. She replied that chair was not back ordered until late Sept. I replied in email "PLEASE CALL ME." Within 30 seconds, instead of calling she sent an email vacation responder and ignored subsequent emails. I reported her and the other problems to management and cancelled the order. I no longer think Crate & Barrel is a trustworthy furniture company. Their customer service is the worst I've ever experienced.

I ordered an item on 3/19, with standard shipping of 3-7 business days. They charged my card promptly for the item and shipping on 3/19. After the 4th business day, the item still hadn't shipped. Called customer service for an update, and was told they have up to 7 days to SHIP it, but I was also told the recipient would receive it by the 28th. As of today, shipping tracking shows that it will be there on the 30th. Which is 9 business days. Sadly, this was a gift for someone's birthday which will have passed by that time. Huge disappointment. If you do buy from CB2.com just know that it will take a LONG time for them to actually process and ship your order.

CB2 has a great selection of items that mix well with vintage mid-century pieces. I found their shipping to be super slow but Im generally happy with the quality of the products. I was slightly unhappy with part of the design of one of the items I ordered and when I said as much in the review, they contacted me offering to accept a return. I did not explore whether or not they would actually allow me to return something I had installed in my home because I searched enough before buying to know nothing else out there is any better. When it came time to install one of the items, I realized a piece was missing. They may have failed to include it but its more likely it was lost in the pile of house parts that accumulated during a lengthy renovation. Regardless of who was at fault, CB2 sent me replacement components entirely free of charge.

I do wish they would iron out a system for allowing CB2 returns at Crate & Barrel stores given how few physical CB2 locations there are since they expect customers to pay return shipping. In my experience, most retailers that don't have a good system to accept in-store returns take on the cost of return shipping in the interest of customer service.

Worst online shopping experience I've ever encountered. A month ago I ordered a small item from CB2. When it hadn't shipped a week later, I contacted Customer Service to ask when it would ship, and proceeded to get a massive runaround from them for the next two weeks as they kept telling me it was about to ship, only to never receive any shipping notice. When it still hadn't shipped after 3.5 weeks, I asked them to just cancel it, and was told it was already at FedEx and it was too late to cancel. However, I still hadn't received any kind of shipping info, and the website status still said "preparing for shipment". I called back later and was told they would promptly send out another one since they had no idea where the first one was... guess what, two weeks later and still haven't received anything. I finally called today and told them they would be canceling my order, but they now say they have to send it to customer service and I can expect to hear from them in 48 hours. Not once in all this did they offer any kind of concession to the customer, not even to send it via faster shipping. Total garbage, and I absolutely will not be buying from them or their related companies again.

I ordered 3 items from CB2's website. The items ended up not working out in my home so I started a return process. I was told by the customer service agent that I could return the items but it would cost $90 for return shipping. I opted to not do that, but instead decided to return the items to their warehouse location 20 miles away. I was told if I did this I would get my full refund. Two weeks later I chatted with another agent to get the status of my refund and was told that I would be getting it soon, but it would be for $68 less than what I paid. I explained that I was told I would get my full refund previously. This agent said that CB2 will not refund original shipping cost. If I had not taken the items back to the warehouse, CB2 would have charged me $158 to return the items. That is unacceptable! When I questioned the agent on this policy and about my previous conversation, she got angry and ended our chat session. I will not be shopping at CB2 or Crate & Barrel anymore.

I recently ordered the Rue Sofa in the 'Flax' color - and am expecting shipment any day now. I emptied my living room of all the old Victorian Furniture that had been handed down to me from my grand-parents, great-gran-parents, etc. and am now looking forward to a newly decorated, modern open look! Every time I go into a CB2 store, I find things to buy!
Update - I LOVE the Rue sofa... it looks great in the living room along with some Tulip chairs from West Elm.

I ordered the Mangowood dinging table ("blox"), and scheduled delivery for teh exact date that I wanted. The delivery people screwed up and assembled the table in our garage and left before I could sign for it; problem was that it would not fit through any doorway into the house. I called the customer service line and within 5 days they had a new table to my home and assembled IN our dining room :) The quality is remarkable. I have ordered other pieces through them and have never been disappointed. Only issue is they are slightly overpriced and they seem to censor their reviews, which really bothers me on a different level.