CB2

Customer service is really bad. I returned a nightstand the same day (refused delivery) 2 weeks ago. Never got a refund, nor an update. Called customer service number and had to wait more than 30 minutes before anyone picking up the phone. Eventually I came to the store, I was told by store sales that she would fix it and call me back, and she never did.

The customer service I received was extremely rude from Ernest, especially considering the issue was caused by store associates (him and Swathi). Despite reaching out for support, I received none. The CB2 regional manager assured me that Synchrony would resolve the matter within two billing cycles, but my account remains unchanged.

I ordered a flatware set that was backordered. When it finally arrived, the box was open, and several spoons were missing. On top of that, I was told I needed to come into the store to return it before a replacement could be ordered—which was already frustrating. Then, the second time, they delivered the wrong color—gold instead of silver—and again, I’m being told I have to go back to the store to return it. How many times is a customer expected to make trips for a single flatware set? This has been an incredibly disappointing experience. The process has been disorganized, and the staff has not been helpful at all. It’s honestly hard to understand how a flatware order can go so wrong—twice. At this point, I don't feel confident shopping for anything else here.

Horrible Experience. We have to request multiple replacement. They delivered defected items and on top of that they were so lousy with the delivery that damaged our walls. No refund, no communication about the damage.

Visited the store and had questions about sofa purchase. A sale representative was chatting with a friend and refused to answer my question. She sent me to look for another representative and there was no one else in the store. I am very shocked by this!

I definitely like the items sold here - very elegant.

Staff seemed cold and unfriendly. They selectively choose who to greet and I was ignored. I'm moving to the Bay Area for a new job and need to furnish my apartment, but I would not feel comfortable buying here.

The store ppl are very nice and engaging. Lovely presentation. I often buy online and pick ups both inside the store or outside. They are always very quick and have great customer service. Thanks CB2!

I walked in today in a super rush. Aria was at the counter. She's probably one of the best customer service I've had at CB2. I walked in with a plate and I needed to have 5 plates. She instantly helped me. And was very thoughtful in her customer service. I ended up buying a lot more than I needed. People like her makes the store a pleasant experience

5 stars for the home design service provided by Morgan, 0 stars for pretty much everything that has transpired since then. I was so pleasantly surprised at how easy it was to get a virtual appointment with a staff member at CB2 and discuss my home design needs. I didn't have very specific ideas for what I wanted, and Morgan did a great job of creating a 3D rendering of my space and thoughtfully finding beautiful pieces for me. I made a trip to the store where I was able to make some minor tweaks to our plan and see the pieces in person. Fast forward to 2 months later, I still haven't received all my pieces and one of the pieces I did receive is defective and will have to be replaced. Their warehouse requires you to have an entire day open for them (7am to 6pm)! As a full time working woman there are zero days that I am at home doing nothing from 7am to 6pm. As a result, I have not been able to find a day for my last pieces to be delivered and likely will not be able to have them delivered for several more weeks. On top of that, every time I call to try to find a resolution, I have to rehash the whole story with each new employee and they are oftentimes confused and unsure how to help. I would have hoped they would be more willing to work with their customers, many of whom are spending thousands of dollars in addition to a $149 delivery fee, but I'm not surprised that they are not. It seems like their target clientele are people who work remotely or have people at home at all times to cater to the whims of the delivery staff, and I wish I knew that before spending (a lot) of money here.

Yesterday was my first experience going to CB2 at Santana Row beautiful store but I was really disappointed that not one staff member of six people working said hello or asked if we needed any help or had any questions. If I wanted this kind of service I can go shop at Home Goods

We absolutely love this store and visit here often for our kitchen/living room furnishing needs. Also, absolutely love the location of this store - no trouble with public parking(free), hangout before or after shopping. Oh! and did I forget to mention that the service is amazing as well. Pickups are so easy and quick - they get stuff from the backdoor all ready for you. Returns/exchanges have never been an issue. They are all super nice! We have bought planters, loads of things for our kitchen and what not. We hope they have more varieties in their furniture/bedroom section.

Prices are a bit on the higher end, but they do have some hidden gems that can be affordable! They do have sales and discounts too. Some price tags can definitely be justified by their quality and more unique furniture pieces. The showroom is very clean and polished. A lot of the staged areas are minimal and monochrome, which is right up my alley! Lots of natural lighting by the outdoor furniture too, which I thought was nice to see how the furniture will actually look in the sun.

Wow. While the store and furniture looks beautiful, the delivery was terrible. We purchased a bed frame and mattress to be delivered to our home. The mattress arrived by fed-ex, and when asked to take the old mattress back, the customer service said this was not possible. It is written on their website and California law that old mattresses be recycled when you sell one. What are you talking about? 3 customer calls later, they said yes, someone will pick up the mattress. Now on to bed delivery... they originally scheduled us a Saturday delivery at 8am- 10:30am. at 10:30 am, they said they are not going to make the delivery that day, and asked us to reschedule. 3 customer calls later, they said they can come at 12:30 pm. Fine. 12:30 works. at 12pm, they called and said the bed was damaged and it needs to come another day. They assure us it can come in the morning on another day, but when it was time to reschedule they gave us an afternoon time, and wouldn't change it. In fact, they said no one is ever able to pick their times because it is automatically generated. So CB2, I bought a 3000 bed, and you're expecting us to wait all day for you to show up. Sorry, no thanks.

CB2 at Santana Row is a great place to shop and to be inspired for your home designing needs. Sales associates were welcoming and very attentive to all the customers in the store...and there were alot. The spacious store has soooo many set ups and merchandise that one can't leave without being inspired with new ideas. The pieces sold here are definitely a higher end and it's obvious when you see up close and even feel the quality. This shop is centrally located in Santana Row, so there are many things to do and to see in addition to checking out this fabulous store!

I went to the store to purchase two lamps and the staff were so nice and helpful I ended up walking out with a bunch more than I anticipated! The associate I worked with was hilarious and I couldn't stop laughing throughout the entire buying process. My bed looks like it's from a catalog now and my new lamps are STUNNING. All I'm waiting for now is the bed frame and nightstands! Can't waiiit Also, the frames came from CB2 as well, I framed the hotels I stayed in on my first trip to Europe, OBSESSED some would say

Bought a $250 duvet cover online that was supposed to be queen sized, but it was so tiny it barely went to the bottom of the mattress. I exchanged it for a king size but had to pay an astronomical $30 in return shipping for some reason. Maybe my duvet cover was being hand couriered to them and delivered on a gold platter? The thing that annoyed me the most was that I left a three-star review on their website explaining that the quality was excellent, but the product was far too small for its purpose and CB2 charged an unreasonable amount for return shipping. They never posted my review (despite saying it was approved) and when I messaged customer service they never responded. This is incredibly deceptive and dishonest. How can I trust the good reviews on CB2's products when I know they DELETE THE BAD, OR EVEN NEUTRAL REVIEWS? So now CB2 gets a review on Yelp that won't be deleted. And it's one star instead of three. It's the principle of the matter. Never buying from these guys again.

This store smells like sour milk. It's 5:40 pm & empty with zero customer service. Too busy chitty chatting at a poorly placed customer service counter. Just wanted to check it out, so I'm sitting on a sofa, an uncomfortable one, making an honest review while being ignored. They get the 2nd star only for using FSC wood in some of their synthetic poly poofy furniture. Ok, this was lame. Heading out.

Loved the unique style of furniture at CB2. Great customer service. We chose furniture for a new home we moving into and found just what we were looking for. Highly recommend CB2 and the San Jose location.

I purchased two planters here. A few days later I realized one of them had a hairline crack all the way down, I had already thrown out my receipt, but I took it back anyway. They replaced it on the spot, never even asked for my receipt,

The store is ridiculously pricey. They were running low on staff members. We were in line for 15 minutes trying to ask one question. The poor employee was trying to help seven customers at once. They should hire more workers.

I don't think we have had an experience that was worse than the one we had with CB2 at Santana Row. We had few orders that were messed up. An example we got several calls to pick up one of the orders we had, we went in to pick it up and they couldn't locate it...we were upset because we spent close to an hour at CB2, then finally they got it a week later and wanted us to come over to pick up and we obviously refused and had they a ship it to us. Our coffee table that was supposed to get delivered mid October, never arrived and we could not even get hold of anyone at the store on the phone ...we finally went into the store to learn that the order is pushed out to June next year!!! Never again. Kelly the manager was sympathetic and listened to my complaint patiently, i thank her for that

I normally shop at crate and barrel which I love, so I was super excited to hear about CB2 opening at Santana row. The store itself is beautiful and has a lot of the pieces I have been looking at online. I would have given the store a 5 star but when I came into the store all the girl associates working were just behind the register hanging out and talking not givinh any of us customers any attention. They seemed to be more interested in their personal conversations. When I was finally greeted it was by by younger gentleman who seemed annoyed when I asked for his help. I found out from him that he was the manger so I was kind of thrown off because he wasn't really interested in working with me, not to mention he kept having side conversations with the girls about personal matters. I would say this store definitely has potential to be a wonderful store once the associates get trained better!