CB2 — Local services in Los Angeles

At a time when brick and mortar stores are closing by the hundreds, you would think this store would have a much better appreciation for customers coming into their stores. Today's experience will guarantee that I never shop at this location again.

I purchased a set of dinnerware for an important event and received it on time. With lots of excitement, we used one of the plates the first time and found it that our expensive flatware left dark metal streaks gently scraping up left overs from tacos. The plate wasn't even used for a regular meal. Needless to say, I was disappointed and now had to return the entire 48 piece set and couldn't use it for my planned event. Returning it wasn't convenient since it's heavy. But luckily the store is close by so I went to the store. What an awful experience that turned out to be.

I explained how it all happened to a supervisor named Richard. He never expressed any empathy or offered to help me find a better replacement. No empathy for not being able to use it for my event, no empathy for having to bring back a very heavy return, and no empathy for my disappointment. Instead, Richard said that he didn't believe it happened as I described it, basically accusing me of lying. I was insulted and told him how inappropriate that was for him to accuse me of lying. He just walked away, waved his hand in a dismissive way, and said, "you're getting your money back"! WOW, getting my money back even though I had to be insulted to get it. Not appropriate. What kind of "service" was that supposed to provide in his mind? He could not have cared less about finding a way to make me a satisfied customer. His walking away while insulting me is the perfect example of what I mean. Very inappropriate.

We have always loved the service we get from Crate and Barrel companies but perhaps CB2 has a different management team. I've never had to endure such awful treatment at one of their stores. Not only did CB2 have to refund my purchase, they lost the sale for a replacement set since I couldn't wait to leave such an unpleasant environment. And I will never return, losing all my future business as well.

Based on all the other negative reviews here about customer service, I doubt my review will make any difference. But I do care about my businesses and strive to always give my customers the very best treatment. I am hoping someone reading this at CB2 does too and will make some changes that will reinforce their customer service so they don't have to close their stores too. I like shopping brick and mortar stores, but if I am going to be treated the way I was treated at the Sunset CB2 location, I will definitely...

I ordered a set of 3 small tables and it gave me a choice to have them delivered to the store . Since I was not sure I going to love them I chose to see them before I bring them home . I was happy to get an email that they are ready to pick up and the email came with instructions. I was told to provide my arrival time and my car type and it said to sit in the car and wait . We waited 15 minutes and I tried to call the store and no one answered . I got out of the car because I got tired to wait . There was a door with a button so I pressed just to see if anyone answers . To my surprise some woman opened the door and I told her I was waiting . She started telling me only half of my order arrived and I told her a was waiting following instructions on the email . She said they didn’t know I arrived because internet doesn’t work in that basement. I was shocked and told it was crazy how was I supposed to know this ? Why they are sending emails with half of table delivered ? Why they have wrong instructions on emails they sent out to costumers? She told me I looked upset and called her supervisor Julius and he came back to tell me they don’t recommend ordering store delivery because things arrive in parts and went on to telll me now internet doesn’t work in this basement . He was blaming me for ordering in store delivery ! I told him I was given that option and I took it . When I told him why they sent such misleading emails and why I have an option to deliver to the store when it’s such bad option, he tells me he is sorry I have such bad experience . How was I supposed to know to have tables delivered to their store is a bad choice ? The manager and this other storage female worker was blaming me for getting upset and were accusing me of being rude when I was expressing my shock with their horrible service . Was a supposed to be happy about it and thank them ??? Plus both of them were talking at the same time and female worker who called the manager came back and was still talking and when I told her she can leave since she called the manager to talk to us, the manager told me not to be rude to his co worker . So the female worker called the manager and I don’t get a choice just to talk to the manager ? It was so out of line , I just told them it was not worth my time ! I have done number of in store deliveries with CRATE and Barrrel in Beverly Hills and they never had such issues ! This place is the worst !!! Cancelled my order ! Your staff is the worst ! I find it disgusting and disturbing when your staff blames customers for...

In 2022, we purchased our velvet-tufted bed from here and bundled it with the purchase of two dressers and nightstands from Crate & Barrel to save on delivery costs. Our shopping experience was outstanding, minus one of the closing doors on one nightstand, which C&B replaced. It was an excellent purchase, high quality furniture, and very smooth delivery process with post-sales support. We love that furniture everyday as it has elevated our bedroom's design to a premium level of luxury. Needless to say, this review is not about our purchase from last year, but I did give it an extra star considering our positive experience with them in 2022.

Last month, in looking at replacing our TV/media console and coffee table, we placed a similar order, this time for a close-out deal on the final-sale spin rotating coffee table from CB2 and the Austin 78" media console from Crate & Barrel to match, and we bundled both to save on delivery costs.

We received the media console last weekend as planned. The coffee table was supposed to be back-ordered, which we thought was strange considering it's a final-sale item. Regardless, the associate at the store with whom we placed the order didn't see any cause for concern and took our payment anyway. Now, 10 days after we placed the order and four days AFTER we received the media console, we received an email from CB2 stating that the coffee table cannot be fulfilled after all "as the item is no longer available."

This was our reply to CB2's email:

"This is very frustrating and unacceptable. We specifically chose that table which matched the entertainment center from Crate & Barrel that we ordered in the same order. We called and ordered through a store to ensure this will be shipped to us. And we have already received the entertainment center as of 1/7. Why would it take 10 days to cancel this order? Had it been canceled before 1/7, we would cancel the entire order. Now we have to look all over the place to find another table that would match our entertainment center and we have to pay additional shipping fees. Very disappointed with CB2!"

We have yet to receive any reply from them. I hope they can make this...