Our experience with CB2 has been absolutely unacceptable from start to finish. I wanted to give 0 stars.We ordered a white sectional, but CB2 sent a beige one instead. Despite this being their mistake, they did not offer to let us keep the incorrect sectional while waiting for the correct one, leaving us without living room furniture for three months. We were then told the white color we originally ordered had to be special-ordered, which added another three months of waiting.When we contacted the Tysons Corner store in DC, the sales associate, Laila told us she needed to have someone call us back because the situation was “giving her anxiety,” and she had a customer waiting, so she ended the call. That level of professionalism is shocking—especially when spending over $6,000 on a sectional.I called multiple CB2 locations and continued to get the run-around with conflicting information. It took three additional weeks before we were finally told that fabric swatches had to be sent for the special-order sectional. The swatches arrived in five days, yet we still waited another three months for delivery. As a result, we had no furniture for the Thanksgiving holiday.When the sectional finally arrived, the situation somehow got worse. The delivery company FGO Logistics contacted us to deliver our five-piece sectional. Only two delivery workers arrived. While one remained outside, the other brought a sectional piece into our home. Our home is only one year old, newly built, with hardwood floors throughout. One of the delivery workers spun the modular sectional in our entryway, and all four metal feet scratched the hardwood floor.We immediately took photos and videos. The delivery team apologized and also took photos, stating they would submit them to their company. We reasonably expected the damage to be repaired.Instead, the FGO Logistics Manager, Jill Lorenz, later claimed that the delivery team said the floors were already scratched, which is completely false. Rather than taking responsibility, she attempted to shift blame and cover up the damage. Any delivery company entering customers’ homes should have insurance to cover damages, but instead, we have been ignored. Jill Lorenz proceeded to tell me that the delivery guys have to pay out of their pockets for damages. Despite sending videos of the floor and the rest of our spotless home, we have not received any response or resolution regarding the floor repairs.This entire experience—from the wrong item, months-long delays, poor communication, unprofessional staff interactions, and now property damage with no accountability—has been exhausting and deeply disappointing.CB2 markets itself as a premium brand, but this experience shows a serious lack of customer service, accountability, and care. I would strongly caution anyone considering a major purchase from CB2.
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CB2 - affordable, modern housewares and furniture for apartment, loft and home