CB2 — Local services in New York

Giving this experience 1/5 stars since I can't give 0/5. I don't enjoy writing 0/5 reviews, but when I do it's with the hope that this review can save another customer from having a similarly jarring experience.

I visited the store today (1/2/23) around 5:10pm to pick up an already purchased online order. For background, this was a Christmas gift from my mom who had called to check in on the order last week only to find that the order was in fact in store, but she had never been notified, but was assured that both items (a pillow cover and insert) were in store and would be available for pick up before the end of this week and would not be shipped back before 1/6.

Long story short, when I went to pick up my order, I informed the sales associate (Karen, which I gather was her name from a different sales associate, but that could be wrong) that the order was missing the insert. She then condescendingly explained to me that the order only contained a pillow cover and that the insert would need to be purchased separately. Then I showed her the receipt which showed that the insert was in fact ordered and paid for already. She then tried searching her system and told me that the insert wasn't available at the store because it probably hadn't yet shipped. I reminded her that my mom had spoken to someone a few days earlier who assured her both items were at the store and would be available for pick up 1/6. She then told me "I don't know." She then had a manager assist her, who was able to pull up the order, with the insert and then she tried to tell me that the insert was already picked up; which was not the case. (I'd add that the manager never spoke to me directly and didn't seem at all concerned with helping to expedite this process when clearly this was an ongoing problem). The same sales associate, Karen, then tried to tell me that she was the sales associate that had spoken to my mom and that my mom had earlier picked up the insert, which is in fact, not the case. It wasn't until I said to her that it's an absurd insinuation that for an order with a grand total over $100 I would try to pull one over on CB2 to get a "free" extra insert. I then suggested that at this point, I would take a non-feather down pillow insert, but had every expectation I would be leaving the store with one that was earlier assured to be there. This entire back and forth took over 15 minutes, for a process that should have been no more than 5. It's very confusing to me (1) how I, the customer, was the only one trying to find solutions for a problem that was not complicated and (2) my statement of facts throughout the conversation was questioned at every turn. When Karen did eventually find an insert, there was no apology for the back and forth (or her gaslighting) and no attempt to smooth over her patronizing attempts to convince me I was either lying or trying to pull one over on the store.

That is all to say, it saddens me that I was given such a poor customer service experience. I truly felt that because of my age, race and gender (a Black woman under the age of 30), CB2 felt that my opinion and experience were lesser than. I would expect nothing but the best from a place that seemingly prides itself on being high-end, but this experience was anything but. My hope is that CB2 can learn something from this review and hopefully put customer service, for all, back on its priority list in...

I recently bought the Exposior Walnut Table Lamp to sit atop a real Paul McCobb 9 drawer walnut dresser from the 1960s.

The website stated I could have it shipped to me for free or choose "Fast & Free In-Store Pickup". I chose to pick the item up. It took nearly 2 weeks to be available in store (NOT fast).

I picked up the lamp and a side table only to find when unboxing it at home there were several defects (bubble in the glass diffuser, swirl in milk style of glass diffuser, scratch on the matte black base, and a chip on the matte black base that looked rusted). For a $360 lamp, it should be perfect. I contacted customer service and was told I would need to hike it back to Soho. Because I took an Uber to transport the item I did not want to spend $70 round trip to bring this back and instead opted to drop it off at FedEx.

The customer service agent stated I could get a return sent as soon as it was dropped off. This was untrue. It needs to be received by the warehouse, causing further multi-day delay. I was cold transferred to another customer service agent who placed me on hold then the line disconnected and I was never called back. I opted instead to buy another lamp for pickup and get a refund on the original order to expidite things as it's been 3 weeks since I placed my order. A customer service agent (5th one!) did this for me and said I could pick it up on Wednesday.

I received a confirmation email, called the store on Wednesday to confirm I could come get it, was told yes by a "Laura". I get there and am told it's a warehouse pickup in New Jersey. The man who assisted me wrote down an email on a card where he said they could cancel my order, it was the generic customer service email. I asked for a store manager.

I explained to Candace the situation. After 30 minutes waiting as Candace and another gentleman Bil fought with the computer, I was told someone who could resolve this would be in the next day (Thursday) and Candace would call me that day and they would ship the replacement directly to me and not charge me shipping for my inconvenience - it's free shipping over $75, this was no offer for my inconvenience. No call was received. Yesterday, Friday, I called and asked for Candace at 1130a, I'm told she was helping a customer and would call me back. At 430p I cancelled my order via the generic customer service email. Never received a call back from Candace.

It's clear to me that CB2 has become just another corporate that's selling cheap drop shipped items from factories in China and India without any quality control and leaning on aesthetics to price at a premium. The experience and service is anything but premium. This will be my last time with CB2. They've now wasted several weeks of my time, hours on the phone, multiple trips to their store, and actual dollars for my own transportation to make these unsuccessful trips.

Not one of the 8 people I interacted with took ownership and made things right. I'd like to remind them that I'm the customer who paid for a product without defects and was just trying to hold them accountable to their side of the...

I am writing to express my extreme dissatisfaction, which I would rate a negative -5 stars, regarding a dreadful shopping experience I've had with CB2's Third Avenue location. This incident, following a few years of shopping at Crate and Barrel and CB2, highlights a troubling trend of poor customer service that appears to be a frequent complaint from other customers.

Last month, I purchased an outdoor planter at your Third Avenue location. I was informed at the time of purchase that the planter was not in the store and would be retrieved from the warehouse, with a promise of notification within two weeks upon its arrival.

After two weeks with no call, I contacted the store and was told the planter had indeed arrived. When I asked why I hadn't been notified, the representative couldn't provide a straight answer. I then arranged to pick it up. On the day of pick-up, I called the branch again to confirm its availability and was assured it was there. However, upon my arrival later that day, I was dismayed to be informed that the planter had been shipped back to the warehouse, despite my two prior confirmation calls.

I spoke with Manager Rory, who stated there was "nothing he can do" and suggested I re-order the item, adding that I would be responsible for the shipping cost to my home. I explained my frustration, having waited over two weeks and made arrangements to pick up the item after receiving confirmation. Had I known this would be the outcome, I would have purchased it online and had it shipped directly. Manager Rory (who, I believe, was severely lacking in management skills) then promised to call me the next day with a link to pay for shipping. It has now been seven days, and I have received no call from him.

To compound this dreadful experience, I have yet to receive a refund for my original purchase. This entire ordeal has been incredibly frustrating and a waste of my time and effort. I would also file a complaint with Better Business Bureau

I wanted to share this experience and emphasize that this level of customer service is unacceptable. I will never shop at CB2 again and will continue to share my experience with family and friends. Furthermore, I still need to figure out a way to get my original purchase money back. This serves as a warning to anyone considering purchasing from...