CB2Reviews of cb2.com

Ordered a complete bedroom set in May. Online order status continued to show the order was being processed for over 2 weeks. They don't answer Chats or Emails. Almost impossible to get them on the phone. "Wait times can exceed 1 hour..." They seem to be using COVID to provide no service whatsoever. Invested about 7 hours of hold time trying to get them. (Most of these times I had to give up after lengthy waits, but on some I was disconnected). Occasionally - not always (in fact seldom would be accurate) their system will offer a callback option. But if you're on another call - tough luck - you have to go back and try your luck again. One day my wife and I reached a curt (even surly) customer service representative to schedule the delivery after a 1 hour and 20 minute wait. Well the soonest delivery date was another month out. Now the online tracker shows that the quoted delivery date is now the ship date and that it might take 2-4 more weeks to actually be delivered. The site advises you to call customer service to confirm. Don't know which to believe - hesitant to put another 7 or 8 hours into trying to reach them. Oh - CB2 charged my card already even though it may be another month before I see the furniture. I thought it was illegal to invoice before shipment or to book revenue in the wrong quarter. In my mind it is unethical. Updated. After a new 2 hour and 19 minute wait (took screenshot - wish I could post it) we reached a helpful CSR that advised the shipment was on a “pool truck” that makes multiple stops along a specific route after leaving their warehouse. She apologized that the pervious representative did not explain how they ship furniture. At least we now understand what’s going on. Still feel their service is substandard. Hope this product arrives in good shape - can’t imagine how much effort it might take to handle a quality or damage issue.

On May 29, tried buying an item using a Visa gift card and the payment was rejected. I received an email saying the order would be cancelled in 48 hrs if I did not update my payment method. Decided not to update the payment and I used the gift card elsewhere. Fast forward a month later to June 26, I received an email today that the item has shipped!!! Checked my emails and never received an order confirmation. Checked the balance of the Visa gift card and now it's in the negative. Makes no sense at all that suddenly the payment would go through with insufficient funds on the gift card! Texted, called, and now waiting for a call back which apparently I will never receive.

I would give zero stars if I could. The customer service is absolutely appalling. They are impossible to reach, they never respond to online tickets. I have been waiting for two months for my order now with no sign of it ever arriving. The tracking has shown it is sitting with the freight company somewhere in my city. However when I try to reach out to CB2 or the freight company, I cannot get through to either. The handful of customer representatives I have managed to speak to about this issue over the past month have been useless at getting in touch with their delivery service and getting back to me with an update. This company is very quick to take your money, very poor at actually getting the items you pay for delivered to you promptly. Never again.

I wish I could give 0 star. We have been customers of Crate and Barrel for years and never expected this type of crappy, unacceptable service from them. As others have wrote - we placed an order and received the following email on 10Jun2020: >>Please contact us at 800.606.6252 to complete arrangements for your order. >>Thank you, >>CB2 I called right away and as what others said, it was never answered, even after hours of waiting. I tried multiple times, always the same negative outcome. Then tried to contact their customer service via the web/email. Aside from the initial auto response, it was also went to a black hole. No response - nothing - nada for over a week now. My message to CB/CB2, if you are not ready to process and manage on-line orders, then don't. Set a limit to what you can handle. DO NOT take customers money and not deliver the goods. And not responding to any inquiries. That's an awful way of building clientele. You will definitely loose even loyal customers like us. I'll be writing to BBB.

Have you looked at their website? Almost every single item on back order, or not available- even small items. Complete scam they take your money, give you a date for delivery (in stock)usually the next month, and then extend the date over and over and over over many many months. I ordered two items in May. Supposed to ship in June, then extended to July, now August. I'm reading about many customers getting items finally delivered months and months later with damage. I cannot imagine the nightmare for people who have paid way more than I- thousands let alone for furniture or large items that were promised in 8-10 weeks arriving 5-6 months later? CRAZY!. Wish I would of seen these reviews before placing my order! This branch or Crate and Barrel is a complete train wreck!

I wish I had read these reviews before purchasing my bed. The lack of care and concern from CN2’s customer service team is absolutely ridiculous. Let me walk you through their lack of care and concern: 1st- they delivered a broken bed 2nd- it took me two weeks to get another one rescheduled 3rd- they scheduled the delivery at 9:30 pm and called me at 9pm to tell me it would be closer to 11pm, then the delivery drivers never showed up 4st- took me another week to get it rescheduled and it’s missing pierces. 5th- I called to get them to send over the pieces and they send me the wrong ones a week later (even after emailing them with the picture from the instructions booklet showing exactly what I needed) 6th- I called again and they said that they would send the correct pieces... it’s been a week and I am still waiting. 7th - now I’ve been on hold with them for 1h and 23mins wondering what will it take for them to fix this simple issue.

I purchased 2 chairs and a cocktail from CB2 at the end of April. I knew some things were back ordered so I didn’t mind waiting. I get charged some of the price (deposit amount) and later get charged the full amount without any direct contact with Cb2. I’m wondering what the heck happened and I search Cb2 in my emails and I find amongst the thousands of promotional emails CB2 sends per day on June 3 I get a tiny email that says your order is ready contact us for delivery. So by then it’s June 8, I immediately call the customer service number listed and wait for someone to answer the phone for over an hour, no luck, no one ever answered the phone. I did it again the next day, also an hour and no luck again. Sent a text like the website suggested, automated response that someone should get back to me and delivery usually takes 14 days. Then the following day opted for the call back option (wasn’t available the previous times) so I thought I was getting somewhere, nope. Never got a call back. Sent an email, got an automated response back saying the same things the text did. Tried the options online if track package or schedule for delivery but it only says pending and doesn’t give me an option to schedule for delivery other than by contacting them. I’ve also tried the chat option, unavailable. I decided then to call a physical store in Austin (I’m in New Orleans and we don’t have a store) the very very nice sales associate there told me he was sorry but he wasn’t able to look up any information or assist me since it’s an online order. My option could be to buy from them in store and get a refund for what I had already purchased online. But that’s ridiculous because I can’t even get them to schedule what I’ve already paid for much less attempt to get someone in the phone to get a refund later down the road. I’ve been very patient and tried to be patient with our current pandemic situation but it is now June 18, and I still haven’t heard from anyone from CB2 regarding my order. Thousands of dollars were charged very easily and yet, I can’t get ahold of anyone to schedule delivery. I am very disappointed and it’s unfortunate because I had selected other pieces I wanted to purchase from Cb2 later down the road but after this experience I will likely never purchase from them again considering how awful or lack of customer service there is. It’s a furniture company.. part of the job is to get people the actual furniture they paid for. I’m giving it until the end of the month and reporting it to the better business bureau and canceling the charges with the credit card company. So sad because I agonized over months on these final pieces and their terrible service has really made it all a waste of time and effort. Don’t buy anything from them, you’ll never get it but still pay for it.

Terrible. Sent me a broken chair. They asked us to send it back, we did the next day. They promised a replacement chair would be received within 5 business days. 5 customer service calls and promises of expedited receipt later, it’s been a month and no chair ($500 chair I’ll add). Do not recommend.