CB2 Tracking Order Status

I’d placed an order 2 weeks ago on an item that had been back ordered 2 months and it arrived one week later which was unexpected but amazing. I also had a few questions regarding the buildout/materials and their team was SO helpful. This is my 4th time ordering online with cb2 and I’m always so pleased with how seamless the process is.

Great designs, good prices, solid customer care. I’ve order several items from CB2 including a breakfast table, a desk, lamps and more. I love their designs. I think their pricing is pretty good. It’s a little bit on the high-end still but better compared to other brands and I’ve had issues with some of my items and they’ve been very helpful in helping me to get them replaced.

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.

I order coffee table on March 5. They delivered the base of the table few days later. 45 days after my credit card was charged I am still waiting for the table top and have useless slab of wood sitting in a middle of my leaving room. CB2 refunded me for the top but not for the useless bottom of the table. The customer service is not helpful either. The worst furniture buying experience of my lifetime. Updating review as CB2 refunded me for my purchase and gave me gift card worth $250 for my troubles

I ordered a Christmas tree from Crate and Barrel and it was supposed to come mid November, I ordered this in October. It then said last night it wont arrive until mid December and I was like WHAT! I can't have that. So I texted Customer support, they responded super fast, I asked if a tree they had at CB2 was available for shipping and in stock to avoid any delays, she said it was, gave me a 15% discount on the new tree and waived the shipping cost. She was great and I really appreciated the good customer service.