CB2 — Local services in Scottsdale

5 STARS for the Brand, but ZERO stars for this store.

I purchased a wooden serving bowl from this location, but after placing four fresh, unbruised apples in it, the inside of the bowl developed a black fungus-like discoloration. Concerned, I returned to the store to request a refund. I was initially assisted by a lovely salesperson who had helped me with my previous purchases. She listened attentively and was equally surprised by the bowl's discoloration. However, the situation changed when the store manager intervened. He abruptly explained that the black discoloration was a natural reaction and to be expected after use. I was shocked by this reasoning and explained that the discoloration resembled fungus, rendering the bowl unsuitable for food or serving. I asked for a return or exchange, but he firmly refused, stating it wasn’t possible. When I mentioned that I’d recently furnished my home with items from CB2 and Crate & Barrel, he curtly replied, "It doesn’t matter if you purchased a million dollars or one dollar from us; you don’t get preferential treatment. This is our policy on returns." His tone was abrupt and dismissive. I wasn’t looking for preferential treatment, just a fair resolution for a defective product from a loyal customer. His response was both rude and disappointing. I’ve been a loyal CB2 and Crate & Barrel customer for years. My wedding registry was from Crate & Barrel, I’ve furnished and decorated my homes with both these brands, and most of my kitchenware and tabletop items come from them. This was the first time I’ve ever had such a poor customer experience. Thankfully, I contacted another CB2 location out of state, and their response was a complete contrast. They were professional, kind, and apologetic about my experience with the store manager. They willingly offered to process a return or exchange, though it would have required me to travel out of state. Instead, I reached out to CB2’s Customer Service, and once again, they demonstrated the exceptional service I’ve come to expect from the brand. They apologized for the inconvenience and promptly offered to send me a shipping label so I could return the item to the warehouse for a refund or credit. While the local store’s handling of the situation was incredibly disheartening, I’m grateful that CB2’s broader team upheld their commitment to customer...

I payed for white glove service. In any other furniture store that includes assembly, unboxing, and removal of trash. They did not assemble anything and unboxed 3 boxes (out of the 18 or so delivered) and told me the rest was my responsibility. They also said if I wanted it assembled it was an additional fee, that was not clarified or explained when the order was placed. They refunded the delivery fee (which was the least they could have done), but now there are still 15 huge boxes in my house and things to be assembled that I have to figure out. I would have gone to any other furniture store that actually does white glove delivery so I would not have to deal with that. When I called (because there were other issues with the delivery than just this) the store manager just kept saying they did what was promised and that was their company’s version of white glove delivery. I told him they really should change the wording because that is not the universal standard of any white glove delivery. I understand not hanging the artwork I bought, but at least to unbox it, inspect for damage, and take the giant boxes with them (which was not done). I will never shop here again and I highly encourage others to be wary of this store and their misleading delivery services. You can spend the same amount on nicer things at a company that will actually do what they say they would do and you...

FURNITURE EXCHANGE: Well, well I’m VERY surprised that CB2 exchanged 2 velvet Russet Channelled swivel chairs recently after many calls to customer service about the poor quality of the fabric along with pictures showing small tears in the fabric & permanent demarcations. After many attempts to reach an exchange of furniture it wasn’t until I mentioned Tucson designer, Laurel Starzel, Design Co. Whom I hired to work with me to furnish our new home in Dove Mt. area. I’m sure she is a valued customer to CB2 since she recommended many of CB2’s products to furnish our home & I’m sure many of her clients homes as well. Sadly Laurel was not an assertive advocate for me but encouraged me to follow up on this situation with CB2.

If I were a professional designer I would choose to NOT order furnishings from CB2 & especially custom orders. It took much longer to receive than promised & at original delivery they sent the wrong sofa then said we would have to wait an additional 3 months before they receive the right sofa. We canceled & ordered from another reputable furniture co. Received our beautiful leather sofa within days.

Laurel, I still say reconsider a stronger, reliable furniture company to work with in order to avoid unhappy clients.

Sincerely, just read the many...