Leah O.
Yelp
Demoralizing Linen Credenza
Dear Madame Hayes: I'm writing you in hopes of getting a resolution to what has been a demoralizing and gut-wrenching experience! This past April, with the help of a stylist, I committed to purchasing the Dorset Linen Credenza. Although I normally purchase online, this time I did it over the phone with a sales associate at your Dallas, TX brick-and-mortar store. This piece of furniture meant a lot to me for personal reasons, specifically having to do with my terminally ill mother. Because I had moved into a new place, as well as flown back-and-forth between Chicago and Houston to care for my mother, I had put much thought into how I could best afford this. So, the associate and I agreed to a plan that would allow me to cover 50% of the cost with a Sezzle 30-day loan (0% interest) through the purchase of a CB2 gift card. The remaining 50%, or $537, had to be paid before the credenza's arrival. I was tracking this closely so I could be diligent about making payment on time and securing my scheduled delivery time. However, things did not go according to plan. Another item I had purchased at around the same time, the Gwyneth Boucle Chair, became available for delivery first, yet was delayed in arriving, so Tristan (at the aforementioned store in Dallas, TX) was lovely enough to waive the shipping charge. Despite the paid-in-full chair, the Credenza order required a card on file b/c of the outstanding balance. Reluctantly I provided it to them and was reassured that I would be charged nothing more than $.01 to ensure the card was active. As we had discussed in the beginning, payment would be taken from the gift card. On 7/21/21, I awoke to find a deduction of $537 from my bank account! After having put so much thought into setting up a payment plan that worked for me, I was crushed! How could a repeat customer, someone who consistently supports the CB2 brand, be treated like this? I immediately reached out to a supervisor, who passed me off to another supervisor, then to a manager, all to no avail. They all offered up solutions that simply poured more salt into the wound! On the verge of canceling the whole thing, I finally spoke with Vanessa, who proposed a refund of $200 as well as an 8/4/21 delivery. Despite not being happy with this half-baked solution, I asked that she send me the proposal via email. What failed to resonate with all of these "customer services" representatives was that, first of all, CB2 had not held up their end, and secondly, as a result, my bank balance had gone negative and begun to accumulate daily overdraft fees since 7/21/21, totaling $210 (6 x $35 ea.), not to mention late fees on bills connected with the bank account. I don't know where to start. Part of me feels so distraught at how much work I've had to put in with nothing to show for it. As a black, single female, I'm already fighting an uphill battle trying to survive and thrive in the current climate we find ourselves in. But to have to deal repeatedly with the lack of empathy, humility, and understanding has led me down a dark path mentally. At the end of the day, I wavered but accepted Vanessa's offer, but August 4th came and went and there was no delivery of the Credenza. I can no longer sustain this course. Ms. Hayes, what I am asking for is your help in getting fully reimbursed for the item and overdraft fees and late fees. I can provide supporting documentation upon request. Please contact me at your earliest convenience as I am ready to put this behind me. *UPDATE CB2 Dallas Manager finally reached out at the end of August to address this, mind you I am still reeling on my end. I canceled the order and will take my business somewhere it will be appreciated! A Shop card was issued by the store manager for $990.22, AS IF I WOULD EVER ENTERTAIN RETURNING TO THIS ESTABLISHMENT!! Anyone interested in purchasing this shop card please get in touch as well as purchase CB2 goods I have purchased the past few months - ITS A FIRE SALE!!
