CB2 — Local services in Costa Mesa

I am incredibly disappointed in my recent experiences with CB2/Crate and Barrel. While their furniture is beautiful, I cannot recommend that anyone purchase anything from this company. Here is why:

I ordered a marble table from CB2 back in April of 2020. I ordered it knowing it was back ordered until May/June. No problem, I can wait for this awesome table. After 2 months of waiting, I was able to successfully schedule a delivery for the item. As a side note, they claim you can schedule a delivery time online, that is a lie. Something is wrong with their e-scheduler on their site, thus forcing you to call them in order to schedule a simple delivery. This normally wouldn't be a big deal, but for the fact that it takes at least an hour to get someone on the phone to do something that should take 2 minutes online.

Fast forward to mid-June, my table is delivered on the date we set. As the delivery men are assembling the tabletop to its base, they unfortunately end up cracking the marble from edge to edge. Not a big deal, things happen. While the delivery guys are there, someone from CB2 calls me and assures me someone will be in contact with me shortly to set a delivery time to get me a replacement part. That phone call never came. I waited 2 weeks to hear from them. Nothing.

So I called them, waited for another hour to speak to someone, and was surprised to find that the replacement tabletop was never ordered. NEVER ORDERED. To add insult to injury, the replacement part was back ordered and wouldn’t be in stock until AUGUST. I was told that it was impossible for me to get the replacement part sooner than that. Now I’m waiting until August for a table that I ordered in April. Mind you, I was charged for the full purchase price of the table and had already purchased 8 chairs to match the table. CB2 had no problem taking my money and making me wait to get the order fulfilled. Nonetheless, I decided to wait it out.

Fast forward to today. The earliest CB2 can schedule the delivery for the replacement tabletop (for an item that was in stock in August) is 9/4. I clear my work schedule and delay my vacation to be at home for this delivery between 10:30-12:30. The delivery never shows up. Once again, I have to pick up the phone and contact CB2. Apparently the replacement table top was cracked/broken and that’s why it was not delivered. I did not receive a single notification from CB2 informing me of this. No call, no text, no email. NOTHING. Needless to say, I am not a happy camper. I’ve spent the better part of my Friday being passed around to different levels of customer service dealing with this fiasco. No one has been helpful and I’ve been met with continued, utter incompetence.

My experience has been unacceptable on so many levels. I will be taking my business elsewhere...

I will never go back and order from CB2 in Costa Mesa, California. The sales representative offered 15% discount if I open a credit card promotion of either rewards or interest free. My purchase was bout $4,000 so I agreed. I also wanted to purchase a sofa and asked to receive swatches. By the time I received the swatches, the sales rep advised that the promotion was no longer valid. So much for taking advantage of any discounts since she took her time in sending the swatches.

In the meantime, my order was scheduled to deliver Saturday, 9/18/21. I emptied my current cabinet and had it moved to my garage to be ready for the delivery. On Friday, I receive a call from a third-party delivery advising that the furniture is not at their warehouse and that I needed to contact the store.

I called the store asking to speak with the Manager and explained my frustration with the customer service staring with the sales rep. The manager advises me that he was not aware of the situation until I called. Basically, it sounds that they have no follow-up in their system to call customers when delivery delay occurs. The manager was suppose to call me to advise a new delivery date. No phone call but only another text with a new delivery date of 10/16.

On Sunday, 9/19/21, I receive a call from another CB2 staff member to explain why the furniture was delayed and apologizing that it was communicated. Her time was far from apologetic and instead condescending. She came across as if I was inconveniencing her. She basically needed to check a box by calling me. The call just added fuel to the fire and I ended the conversation by asking her to call back with a delivery sooner than 10/16, if possible. No...

Wow… I wanted to post a review and was amazed to see some common themes in other reviews and now I’m even more amazed as it appears that no reviews have been taken seriously as it relates to customer service, client relationships etc.a “sorry” does not cut it when you run a corporate organization . I will be professional enough not to take names here but experience with first designer was not impressive as they simply did not seem to help in terms of designing or recommending or providing useful suggestions . Because of this I gave this feedback and requested another designer . Well what can I say … totally lack of commitment in keeping their appt time . And instead of a humble apology called 2 hours later and pretended that they were confused about appt time being two hours earlier ..hmm ..interesting they couldn’t have called two hours early and act confused then??? Upon asking and confirming set time , The designer says sorry about this I’m coming now and will be a little late.. I said no worries I’ll wait Literally 2 mins later designer calls again and says your house is too far and we should reschedule- seriously …. Got upset as I rescheduled my entire day to accommodate this appt . Called and spoke to the manager and all I get is - we are sorry with no concern about losing clients, Or no attempts to fix… Totally lack of professionalism , accountability and I wondered if they really don’t care about their clients . A sorry...