CB2

Michael C

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 shop elsewhere.

Cristina Adamyan

WORST CUSTOMER SERVICE EVER. Do not order from this company. I ordered this item Dec 2021 and received it May 2022 but I received it completely damaged. I went outside to see it left in front of my house open box and damaged. Considering I paid so much money for it, they should have shipped it with a delivery service and not trust fedex to deliver a fragile item. I contacted customer service and they said they will ship a new one out end of May. I was already annoyed that I had to wait but I said fine I will. I contact them AGAIN end of May to find out it will be delivered end of June. I call end of June for them to say we have no status and we can’t tell you when it will be delivered. When I contacted them once again the customer service representative said “Well the issue is we had a lot of defective and damaged ones so sent back and we are unable to do a replacement until we get a not damaged or defective order in.” She basically was confirming that their items are cheap and are rip off. Save yourself the trouble and do not order from them. Unless you would like a broke item.

Aubryanne Cook

CB2 over all gets 5 plus stars it’s a designers favorite. But I encourage folks to shop online, this location could use a complete training overhaul lol and I would NEVER bring a client into this store. Every time i walk into this store im greeted with looks like I don’t belong and no one ever offers to help lol even tho I don’t need help when I see three employees jump to help the customer who walked in behind me I get the point. Or when I stand at the cash register bc I’m ready to check out and the associates stare at me like I have three heads haha one time someone even told me “I’m sorry we don’t have a restroom in here” hahaha I laughed so hard and I was like I’m just ready to check out I pointed at my pike that totaled over 3k and his attitude changed real quick. In short shop at CB2 you’ll be happy but order online.

Nikki Banner

Love CB2. Everything is nice quality and clean looking. I have their bed frame and a bunch of kitchen stuff. It’s also great for pillows.