CB2 — Local services in New York

My wife and I have been loyal CB2 customers for many years and have consistently enjoyed our experiences with the brand. Unfortunately, a recent visit to one of your locations left us extremely disappointed and concerned about the level of professionalism and service displayed by a member of the management team.

We visited the store to process a straightforward exchange. The original couch we had purchased could not fit in our building’s elevator, so we returned to explore alternative options. Upon arrival, we were greeted by Zach, who was extremely helpful and personable. He worked with us to find a solution that fit our space, ultimately recommending two armchairs that still allowed us to maintain the aesthetic we originally envisioned. His service was excellent.

Since this was an exchange, Zach introduced us to Rueben to assist with processing the transaction. We had used multiple forms of payment for the original purchase—including a few Visa gift cards and a credit card—and I attempted to explain this in advance so that the return could be properly handled. I no longer had access to the gift cards and wanted to ensure any refund was correctly issued.

Unfortunately, Rueben appeared confused and overwhelmed by the process. When I inquired about the refund details, particularly a remaining balance that wasn’t clearly accounted for, his response was both defensive and unprofessional. At one point, he interrupted me and said, “I’m not trying to steal your money,” which was an inappropriate and unnecessary comment, as I had never made such an implication. I was simply seeking clarification about the refund method.

When I mentioned that part of the purchase had been made with a Visa gift card, Rueben’s demeanor noticeably shifted. He became visibly irritated and made a dismissive facial gesture to a colleague, which I found disrespectful and uncomfortable. I felt compelled to explain that the gift cards were given to me as gifts—something that should not require justification in any case.

Zach attempted to offer a practical solution: refund the original purchase and reprocess the new order using a merchandise credit. Rueben declined, stating, “Absolutely not, I’m not doing that,” in a condescending tone. He then contacted Client Services and stepped away. Once I explained the situation to the representative on the phone, the issue was resolved within minutes: a refund was issued to my credit card, and the remaining gift card balance was applied as merchandise credit—exactly what I had been asking for all along.

At this point, the store manager, Loraine, stepped in to help finalize the transaction. She was apologetic and professional, and acknowledged that Rueben’s behavior was inappropriate. I appreciated her intervention and her willingness to take responsibility for what had occurred.

While I typically wouldn’t write a complaint, I feel compelled to raise this issue due to the unprofessional and, frankly, disrespectful manner in which Rueben engaged with us. As a person of color, it was deeply disappointing to experience this type of treatment, particularly at a brand we’ve supported for years and where we’ve spent tens of thousands of dollars.

I hope that this matter is taken seriously and escalated appropriately. Customer service—especially from store leadership—should be rooted in respect, understanding, and professionalism, regardless of a customer’s background or method of payment. Experiences like this diminish trust and can have a lasting impact on long-standing customer...

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 will also be filing a complaint with the 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...

I don’t think I’ve ever been treated by a ruder SA in my life. I was served by Tavon.

I was there to pick up a couple of orders. He never once looked me in the eyes. Asked for the order number. As I read it to him he said “too fast.” Literally, just like that. When he radio-ed the order over he told me it’s coming. I said thanks. No response whatsoever from him. When the orders arrived I said thank you and again, no response, no eye contact. He just handed me the bags and walked off.

I actually have a couple more orders to pick up from the store but I’m cancelling them because I cannot be bothered to deal with SAs who think it’s their place to be rude to people. I was also looking to buy furniture - there is a dining table I was looking at but I’ve decided not to. I mean, no one came over to help anyway so it doesn’t matter.

I’ve noticed that the other bad reviews are by people with asian surnames. I am asian and I can’t help but feel the terribly rude service was because of this. My white husband got treated perfectly nicely.

Avoid and CB2 needs to do a better job of training their...