CB2 — Local services in Boston

I recently ordered a beautiful rug and a liner online from CB2, but unfortunately, it didn’t work out. Instead of shipping it back, I decided to drive into Boston to return the items in person. Let me tell you, that was a mistake.

The one-hour drive was exhausting, especially after I struggled to repackage the rug and liner. The original plastic packaging was a nightmare to deal with after slicing it open, and I had to tape everything back together while wrapping it in trash bags for protection. It was a chaotic process, but I managed to get it all packed up with the help of my 91-year-old mother, who kindly watched the items while I parked.

Upon arriving at the store, I was met with condescending attitudes from both the manager and assistant manager. They looked at my carefully wrapped return with obvious disgust and scoffed at the idea of accepting a return wrapped in duct tape and trash bags. It’s worth noting that the tape wasn’t on the rug itself; it was just an effort to protect the items. Instead of offering assistance, they told me to call customer service.

Interestingly, I’m not alone in my experience. After reading other reviews, it’s clear that many customers have similar complaints about the unprofessional management and the “could care less” attitude from the staff. However, there was one bright spot: a kind male employee who stood apart from the manager and assistant. He offered to help me take the rugs back out to my car, demonstrating the customer service that was sorely lacking from his coworkers.

The overall lack of professionalism and respect from the management was appalling. I was genuinely excited about finding a store that matched my taste, but after this experience, I’ll think twice before making another purchase from CB2. I certainly won’t recommend this...

The pendant I purchased was blatantly misrepresented online, the product photos show ONE clean cord, but the actual item arrives with TWO wires. I even have screenshots from their own customer service team admitting that the photos do not show the two wires, which means they are fully aware of their false advertising. When I reached out for help, instead of acknowledging the issue or offering a real solution, their customer service actually told me to “wrap the cable around the wire” as if that would magically make their false advertising okay OR look remotely acceptable. This isn’t just insulting, it’s proof that they know their products don’t match the photos. To make matters worse, the pendant is already installed, but now I have to take it down and reorder a new one before I can even send this back. And CB2 won’t issue a refund until I return it, leaving me stuck with a light fixture that looks like that….. the photos speak for themselves. What’s most frustrating is that I love the design of the pendant itself, but the way this company handles business is completely unacceptable. Misleading product photos, admitted false advertising, and dismissive customer service, this is a scam, plain and simple. Please, do yourself a favor and do not order from CB2. The reviews about their terrible customer service are absolutely true, and their products...

I can no longer go in this store and browse around. Everytime I walk in, I’m always stared at by employees. They never seem to greet me or they just completely ignore me by walking straight past me. I walked in the other day to see if I can find a fruit bowl/salad bowl and saw two of the employees staring straight at me, we made eye contact, and they just turned around quickly as if they couldn’t even acknowledge my presence in the store. I’m usually the only person of color in there shopping, but for them to speak to other customers and ignore me.. it is so upsetting. Again, I want to shop in there because I really like what they have to offer, but again I always feel like they are watching my every move or they just don’t want to acknowledge my presence. It’s honestly disgusting to me. I think with these upscale stores like CB2, they “act” as if only certain people can come in the store and shop. And it’s noticeable on who they want to help with service. I will never come back in that...