CB2 - New York, New York

Mandeep S.

Bought wine glasses online and did an in store pick up. A WEEK later I brought the wine glasses back. One of them had a chip which from the other reviews seems like an issue that is not checked for quality control. But I also decided I didn’t like the glasses as they were cheap feeling.

The older gentleman named Will or Bill was extremely rude. When asked why I was returning I said it was because I didn’t like the quality of the glass and he remarked “well they’re not crystal” okay? And? Then he refused to do the return because I had removed the stickers from the glasses saying it’s part of their return policy. I pulled up the return policy from their website and asked where that was written, his response was a smug “well they can’t write everything in there.” So I’m supposed to read your mind? Or just magically know this I asked how we were supposed to know if we were never told and it wasn’t written anywhere and he goes “you live and you learn.” And proceeds to say “you’ve obviously never worked in retail before”. In fact I HAVE. And at a store with a similar price point during which I would’ve never spoken to anyone in that smug of a tone.

Ultimately I asked for a manager and she was “generous” enough to do a gift card but that should’ve never been the case. The only reason I accepted this is because I intended on purchasing crate and barrel wine glasses anyway but I would’ve absolutely done a chargeback at this ridiculous return policy and encourage others to as their customer service is a process of them insulting you and making you feel like they’re doing you some giant favor.

What a way to insult your customers CB2. Bravo. Will never be shopping at CB2 again.

Alisa

I want to share my unfortunate experience with CB2. I recently ordered a set of beautiful champagne flute glasses online for in-store pickup because I wasn’t sure they would arrive in time for my Christmas dinner. When I went to the store, I also purchased flatware. The staff quickly handed me a bag with everything already packed. Trusting the professionalism of CB2, I didn’t think to open the packaging and check the items.

Unfortunately, when I got home, I discovered that one of the champagne glasses was broken. I had to make another trip to the store the next day to exchange the glass. While they replaced it, no one apologized for the inconvenience of me having to return or acknowledged the issue. Instead, I was told that it was my responsibility to check the product before leaving the store because they’re no longer responsible once I walk out the door. It was implied that I should feel grateful they even allowed the exchange.

To make matters worse, the replacement glass was handed to me wrapped only in paper—not in a box or with any additional protection. For a fragile item, this felt careless and added unnecessary stress as I tried to carry it home safely.

When selling delicate glassware, I believe it should be the store’s responsibility to carefully check items in front of the customer to ensure they are intact. A little extra care in packaging would go a long way, too.

Overall, the experience left me frustrated—not just because of the time wasted but also because of the dismissive attitude and lack of attention to detail. For a premium store like CB2, I expected much better service. I hope they take this feedback seriously and make improvements to how they handle fragile products and customer interactions.

Lisa N.

Crappy customer service!! I spent over $600 and they couldn’t even help me to bring my items to a cab right outside. The workers watched as I struggled with the first few boxes and then finally a kind CUSTOMER helped me out to my car because I physically could NOT pick up the last box. Ridiculous but anything for a sale right? Be better.

Peixi K.

Went in there to get furniture for my new apartment and mostly had a decent experience with the other staff except for an extremely bad encounter with the manager Chrissie - she insisted we were refunded for shipping which they charged me twice for (I never got the receipt for the supposed second refund so I asked her to send the receipt on their end to me) she had a terrible attitude and was SO rude, I’ve honestly never been spoken to so rudely as a paying customer before. We spent $15000 to have to endure such appalling treatment. I was honestly disgusted. Never ordering from the store again, I rather place the order online or from a different company

Carli B.

I purchased two sets of curtains online at CB2 (total over $500) that ultimately did not work in our home. It only took me a day to decide and take them down and start the return online. I made the mistake of throwing away the plastic and outside band they came in but I read the return instructions and requirements and nowhere did I see anything that stated the items needed to be returned in their original packaging. We decided to return the curtains to the store in SoHo where we live in NYC because we planned to do some shopping when we got there, but unfortunately, the staff publicly berated - over and over - about the fact that we did not bring the curtains in the packaging. At first, they were not going to allow us to return them at all- $500 worth of curtains that were not used and were properly returned according to instructions- but once they did agree- they just lectured us over and over again like children about the fact that they were not in packaging. They would not let up. They looked at us and spoke to us like children. We finally had to walk out bc they wouldn't stop. We obviously decided not to shop there at that point and will never give CB2 our consumer dollars as a result. You don't treat customers like this.

Closet E.

Went to return some things today and stood waiting at the front cashwrap forever… no one thought to tell me there was another register in the back that was free…

Trevor S.

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 transaction.

Waxhobby

Went in to buy a sofa Saturday morning. Walked in at 10:20 (20 minutes after they opened). I counted seven employees and all of them avoided us like we were the plague. Not a single word spoken to us. No thanks!