CB2 — Local services in Denver

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.

Update - 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...

We are big fans of CB2 as a brand, we have purchased multiple items that we are very happy with, we went to this store on sunday evening with a decision to purchase two mugs that we had researched on before entering into the store, considered we went to the store before 30 mins of their closing, me and my friend discussed on how many mugs to purchased, made our purchased and were going to head out of the store however we decided to get a real quick look around the store for couch, both of me and my friend liked one of the couch and were heading close to grabbing the name of the couch so we can come back and put in an order since we are looking to make a couch purchase in next 6 months, before i could grab the name, this bob cut blonde hair lady basically yelled at us saying “common guys, we need to close up” with still 6 mins sparing!! as much as I felt bad for coming in late, which we apologized to the lady at cash register while paying for mugs, i donot at all appreciate to be yelled at in a store while there are still few mins to closing, again i understand that it is inconvenient for them to have us around when they are closing in few, however this made us so uncomfortable to the point that it would be extremely awkward for us to ever step back into this store. For a store like CB2, we expect at the very least politeness which this lady at the store didnt seem to care about as much. Left a really sour taste for the brand from...

In general, I have had excellent customer service at the CB2 in Cherry Creek. I recently placed an order with Tom, and he was fantastic - kind, helpful, and very accommodating. I had placed an order for pickup and we had discussed that if a portion of the order did not come in in time (I live in a neighbouring state with no CB2, and was planning to drive to Denver on a particular date and hoping that both items would come in in time) that we could either arrange for the other portion of the order to be shipped or cancel the order. The reason I had done this instead of shipping it all to begin with is to reduce the shipping cost on an item of furniture by several hundred dollars.

Unfortunately, one part of the order didn't come in in time, so I just called to follow up on shipping/cancelling that part. When I called, I got a woman named Ariel, who was very blasé and her customer service was poor. When I asked which option she thought was best she said "I mean whatever you want to do". I then ended up just cancelling the order because she was so unhelpful.

I would consider asking for specific customer service agents at this location if considering shopping here. The furniture is very expensive to be getting a "whatever" when you speak to someone. Again, however, Tom...