CB2 — Local services in Dallas

Where to begin? I bought a bed in January of 2021. When it arrived the delivery person asked if they were supposed to assemble it, which I replied yes. They come in (without a single tool) and start assembling it. About an hour or so later (mind you, I had to be somewhere and they were late as it was) they asked if I had a flat head screw driver (but they didn't even know what it was called...hilarious). I got 2 because I didn't know what size they needed. They came back about 15 minutes later asking if I had a Phillips screw driver (again, they didn't know the name), and I got them again 2 different sizes. About 45 minutes later they come and say they are done. I am now over an hour late to getting my kids from school. As time goes on the bed is getting more and more squeaky. It wakes my husband and I up in the middle of the night from moving because it's so loud. After a while my husband decides to see what's going on....I kid you not over 95% of the screws are MISSING! Not only that, the headboard is not screwed into the frame, a support beam in the center of the bed is completely missing, and the support slats are not screwed in at all....but wait, there's more. Because everything wasn't assembled correctly, there's now a 4 inch hole in our mattress!!!! My husband gets on the phone immediately with CB2. They offer us a new bed (that's now backordered) and say they will send the mattress issue to their insurance department. My husband gets some pictures for records and makes the bed as safe to sleep on as he can.

Jump to them delivering the new bed a month later....they ask to see the old bed. I say okay, but my husband has somewhat fixed it (by drilling new holes into the bed and doing that best he can with what we had). They then tell me that all they can offer me are new support slats and a new center support. I strongly tell them they will be giving me a new bed as that was the agreement. They hesitantly comply. Don't worry, they didn't assemble it this time.

During all this time we have been fighting with CB2 about getting a replacement mattress that they have ruined. It has been over 5 months and still no resolution has been made. They told us our mattress company said you aren't supposed to use our mattress on slats, to which my husband showed them right on the mattress website where it plainly says slat frames are completely fine to use with our mattress. They have been giving us the runaround by transferring us to different departments, and every time we get a new department they tell us they don't know what it's taking so long....just to take even longer! They have asked for the photos on at least three different occasions. They just barely asked for a receipt for the mattress this week to prove we actually own it? And here we are still without a replacement.

So....It's now July 2021 and we still don't have a resolution to this issue. All we were given it a $150 gift card to a store I have absolutely no desire to do business with again. Stay away...stay very far away from...

Let me state first that this review is NOT specifically for a store - I have never been in a store and have ordered online - this is for the company in general. I don't normally leave reviews but I'm so incensed I'm taking time to post. I ordered the Olympia Champagne Gold flatware. The details can be read below but the reason for this post is to let potential customers understand they refuse to post negative reviews so any research you do to check the rating on a product is going to be completely skewed in favor of the product/company. As a consumer, I count on other customers' reviews so that I can know what kind of a product I'm potentially buying. I've submitted a third review and have yet to hear whether they will post it.

Original review that they refused to post:

After 3 months of waitingThis was purchased for my daughter as a Christmas present in mid November. It was to be delivered just after the holidays due to Covid (we understood) but we didn’t get them until almost the end of February. When she finally received them and was so excited to open them, the finish was coming off the knives before she’d even gotten them all out of the original packaging. I believed being from CB2/Crate and Barrel they would be quality especially at the price point. They were not and will be returned and my daughter will still not have a present in March.

2nd review submitted and they refused to post:

The original review was censored through the company however the flatware while beautiful did not even make it all the way out of the package and the knives already showed gold flaking off of them. These will be returned and we will not be purchasing anything else from this company.

Their reply to both submissions. Any negative review can be refused for any of the following reasons below:

Thank you for your recent product review submission. Based on our Customer Ratings and Reviews Terms of Use, your review unfortunately cannot be posted publicly for one or more of the following reasons:

mentions a competitor of CB2 directs business away from CB2 includes personally identifiable information that should remain private mentions information unrelated to product usage (shipping experience, purchase experience, etc.) references a specific price or shipping cost includes inappropriate photos contains a website link is vague or needs more detail is for the wrong product includes profanity or is generally inappropriate raises product safety concerns

We highly encourage you to submit a revised review so that we can publish it for the benefit of other customers. If you have additional feedback or believe this is an error, please Contact CB2 Customer Service so we...

Disappointing Experience with CB2 Design Services – Avoid JENNIFER

I worked with JENNIFER from CB2 to design my dining area. After some back-and-forth, I finalized a few items with her, and during our in-store meeting, she explained the benefits of the CB2 card and clearly told me that we could place orders online ourselves.

Later, I ordered chairs online, and JENNIFER called me twice asking why she couldn’t see my order. I explained that I had ordered online as she suggested. Then, she suddenly changed her stance and said that if I ordered online, she could no longer be my designer, claiming it was their policy. Both my husband and I remember her explicitly telling us that we could place the order online, but now she was going back on her word.

I ended up canceling the order and reordering with her. During this process, she told me the pickup location would be Irving, TX, which is close to my house. However, the day before the scheduled pickup, I received a call informing me that the pickup location was actually Wilmer, which is 1 hour and 30 minutes away without traffic! I emailed JENNIFER about this issue, but received an auto-reply stating she was on vacation. While I understood her absence, I had emailed her three times that week, and I expected a reply once she was back.

When I asked her to show me coffee tables and rugs within my budget, I received no response. After waiting 10 days, I called her and asked why she wasn’t responding. She rudely said she was working on my entryway table and added that she couldn’t design my entire living room because some people get a full design but only purchase a single item, implying that since I had only purchased chairs, I wasn’t worth her effort.

I’ve worked with Crate & Barrel before, and they provided full designs without any issue. JENNIFER claimed CB2’s policy had changed, but I had received full designs from Crate & Barrel as recently as June this year! When I asked to speak to her manager, I was left waiting for 5 minutes. The manager eventually apologized, but the whole experience was incredibly frustrating.

If you’re considering using CB2’s design services, DO NOT work with JENNIFER. This was one of the most unprofessional and disappointing...