CB2 in
New York (NY)

Beautiful furniture, aesthetic, and style!!! Venus, Gbemi, and Katie… Rockstars!!!!! One message to corporate: When processing in-store returns of online purchases, We shouldn’t have to possess the physical credit card to get a refund. Incredulous that your system can’t automatically refund back to original form of payment. Gift cards get lost. Or is that the idea??? Please update this policy. Thank you.

I had a very disappointing experience with CB2 that completely changed how I view this brand and its customer service standards. On Sunday, I purchased a pedestal vase and artificial greenery from the CB2 store, excited to decorate my home. Unfortunately, once I brought the items home and placed them in the space, they simply did not work aesthetically or proportionally. This is a normal part of retail shopping — sometimes items look different in-store than they do in a real living space. Before going to the store, I did the responsible thing and contacted CB2 customer service to confirm the return process. I clearly explained that the items did not fit my home and that I no longer had the original packaging. The representative assured me that I could return the items by going back to the same Soho store where I purchased them. Based on this guidance, I made the trip back to the store expecting a straightforward return. When I arrived, the situation took a very negative turn. The store manager, Kristine, was extremely rude and dismissive from the start. She bluntly told me that customer service “does not know store policies,” refused to process the return, and told me I should leave the store. The tone and behavior were unprofessional and unnecessary for a paying customer who was simply following the instructions given by the company. To clarify the situation, I called customer service again while still in the store to confirm whether I had been given incorrect information. Instead of working collaboratively to resolve the issue, Kristine asked me to hang up the call. She then stated she would “do me this one-time favor” by accepting the return and added that I should not come back to the store again. Being told not to return to a retail store — especially when I had done nothing inappropriate — was shocking, disrespectful, and unacceptable. This entire interaction made me feel unwelcome, embarrassed, and undervalued as a customer. A return over a vase and greenery should never escalate into a confrontation or personal treatment like this. If there is a discrepancy between corporate policy and store policy, that is an internal issue that should never be taken out on the customer. CB2 positions itself as a premium brand with premium pricing, yet this experience reflected the opposite in terms of customer care and professionalism. Clear communication, respectful behavior, and basic courtesy were completely lacking in this situation. I strongly recommend that CB2 address consistency in its return policies and provide better training for store management on how to handle customers respectfully. Based on this experience alone, I would think twice before shopping at this location again and caution others to be prepared for poor customer service.

Excellent staff willing to help, with a great attitude and positive energy. Katie specifically was very good at making sure she accommodated my kind of complex needs with a couch that didn’t contain down in the pillows. Though I was pretty sick with the flu when I came in, I was full of energy and satisfied when I left. Also the furniture has a modern and high quality vibe, distinctly different from many others.

While shopping here, staff refused to let my five-year-old use the bathroom. We were paying customers, and the lack of basic compassion was shocking.

I cannot say enough wonderful things about the CB2 Soho location and their incredible team. From start to finish, the staff truly went above and beyond to help facilitate an order with absolutely no expectations—just genuine care and outstanding service. Willie, our sales associate, was absolutely fantastic. He had the best can-do attitude, was attentive, knowledgeable, and made the entire experience seamless and enjoyable. Venus, the manager, was exceptional—professional, supportive, and clearly leads her team with excellence. And Katie, the talented and beautiful designer, couldn’t have been nicer or more helpful; her warmth and expertise made a huge difference. Bonus point from our doggie for the treat! ;) I am so thankful for their top-notch service, patience, professionalism, and friendliness. This level of customer care is rare and truly sets CB2 Soho apart. Highly recommend this location—an absolute pleasure to shop here!

I had an outstanding experience at the CB2 SoHo location thanks to Venus. She helped me with the “Helmi” rug I initially purchased, and when it didn’t quite work out, she was incredibly gracious, patient, and attentive throughout the entire process. Venus made sure I ultimately ended up happy and she never made the process feel rushed or inconvenient. Her level of care, follow-through, and genuine kindness is some of the best customer service I’ve ever experienced. CB2 is truly lucky to have her on their team. Highly recommend asking for Venus if you’re shopping there!

Want to return furniture? $399 fee. I will never shop here again. There are too many other options to make this make sense.

Absolutely awful experience, no one greeted or offered assurance while browsing 3 employees huddled around each other gossiping. Sales person seemed annoyed when I approached with product to purchase, I asked for a small box for two delicate pieces of glassware and was told they told dont give boxes for it. I explained i was afraid of breakage and was dismissed rudely

The manager Chrissy was one of the rudest people i have ever met. I ordered $4,000 worth of furniture for pick up and after seeing some of the order was not confirming i asked if anything else was available so i can purchase it. I was understanding but she was nothing but rude and unhelpful. Getting annoyed that Im asking to purchase more things is absurd. She would mumble i cant deal with this. We all go through bad days at work but dont take it out on your customers who were nothing but polite. Absurd and unprofessional. Avoid dealing with her and this store at all costs.

I am writing to express my extreme dissatisfaction, which I would rate a negative -5 stars, regarding a dreadful shopping experience I've had with CB2's Third Avenue location. This incident, following a few years of shopping at Crate and Barrel and CB2, highlights a troubling trend of poor customer service that appears to be a frequent complaint from other customers. Last month, I purchased an outdoor planter at your Third Avenue location. I was informed at the time of purchase that the planter was not in the store and would be retrieved from the warehouse, with a promise of notification within two weeks upon its arrival. After two weeks with no call, I contacted the store and was told the planter had indeed arrived. When I asked why I hadn't been notified, the representative couldn't provide a straight answer. I then arranged to pick it up. On the day of pick-up, I called the branch again to confirm its availability and was assured it was there. However, upon my arrival later that day, I was dismayed to be informed that the planter had been shipped back to the warehouse, despite my two prior confirmation calls. I spoke with Manager Rory, who stated there was "nothing he can do" and suggested I re-order the item, adding that I would be responsible for the shipping cost to my home. I explained my frustration, having waited over two weeks and made arrangements to pick up the item after receiving confirmation. Had I known this would be the outcome, I would have purchased it online and had it shipped directly. Manager Rory (who, I believe, was severely lacking in management skills) then promised to call me the next day with a link to pay for shipping. It has now been seven days, and I have received no call from him. To compound this dreadful experience, I have yet to receive a refund for my original purchase. This entire ordeal has been incredibly frustrating and a waste of my time and effort. I would also file a complaint with Better Business Bureau I wanted to share this experience and emphasize that this level of customer service is unacceptable. I will never shop at CB2 again and will continue to share my experience with family and friends. Furthermore, I still need to figure out a way to get my original purchase money back. This serves as a warning to anyone considering purchasing from this location.

The store is nicely maintained and curated however the customer service leaves a lot to be desired. We went on Saturday 6 September 2025 approx. after 4.30pm and browsed (I had built my wish list and have over $1,000 in rewards to use here and C&B). We spent at least 20 mins there, with around a total of 8 other customers there during the overall time that we were - so, super quiet during a rainy day. I'm disappointed because during that time, we were completely ignored and NEVER acknowledged, despite the sales assistants standing and walking around watching us browse and trying/touching the pieces we were interested in. I'd come from Long Island, super excited to see some of the furniture IRL but the atmosphere was so stifling to the point I was put off buying a ceramic vase I'd been eyeing up (the black and white one placed on the top shelf), due to needing to interact with such people who'd ignored our presence this whole time (the vases were near the back, alongside the wall of cash register and we were nearly done). I notice they interacted with every other customer but clearly deemed us unworthy of any ounce of customer service which is a shame. It isn't lost on me the fact that we were women of colour and probably looked like we didn't belong here (whatever that looks like - aesthetically, socio-economically... etc.). This is in stark contrast to the sales assistants at C&B in Manhasset. Do better. EDIT: It looks like they're fully aware of their lack of customer service as reviews prior to me also experience unpleasant experiences and despite the store's responses on Google, no changes in actuality! Optics!

Macro Agressions come in many forms. I attempted to purchase a pillow and a set of pillow cases. The male worker dismissed my request to check out. The female worker was working on a return of what seemed like 100 dishes. Instead of checking me out. The man who came behind the counter with every intent to check me out, began helping her count dishes! And finally when I said something to the extent of, this is impossible! He said oh well. Not only is this poor customer service for a member of this community. But again another form of a macro aggression or imply a leader ism from a furniture shop that is supposed to serve the community. To tell the customer that basically their purchase doesn’t matter because they are not willing to check them out at an open cash. Register is grow task. Shame on you. I will not be buying the couch.

Absolutely horrible. We were there on saturday to buy an expensive couch and waited two hours just for the order to be processed because of “system issues.” We left thinking that we got the couch, but i check at home and theres an issue with the order saying its on hold due to pending balance. No one notified me of this until I checked online to track my order. Now my couch will come later than scheduled and i’m currently on hold with customer service to sort all this out. Absolutely a nightmare!

I love CB2 products, but this review is for Eugene! He was so sweet and helped me get a gigantic chair fit into a uber, which he didn’t have to do. The package was huge and heavy and he handled it so well. Thank you Eugene!

We ordered a coffee table from CB2, waited for 1 month for it to be delivered. And after, we were told it would actually be another 5 months wait. When we contacted customer service, all they offered was half off the delivery fee (~$100 on a $2000+ coffee table)

As an interior designer based in New York City, I regularly rely on CB2 Home Furnishings. Your company consistently provides high-quality furniture, decor, and bedding options that align well with my clients' project budgets.

One of my favorite decoration stores, I was with a guy named Ceasar I think ( sorry if it is not the name ) and he was really kind to me. He went downstairs for about 20 minutes to show me bowls with different swirls. We looked up the artist and it was really fun. We also talked about the blanket my mom bought 2 months ago and that I really liked it! So thanks to him my experience at this store was really fun, thank you Ceasar! And also, thank you really much for showing me where the C train was 🤗

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.

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.

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.

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

Great store to purchase home basics and furniture pieces. Lots of creative design elements.

I love CB2, but this location is always a bit chaotic, by nature of it being on Broadway in Soho. The service is always friendly, but they’re likely busy. If you’re local to NYC and want a wider selection of wares, go to the UES location instead.

Great experience. Nice layout. Helpful staff members. Some decorative items including furniture seems a bit over my budget but the quality might seem to justify it.

Very broad selection of products to test everything before purchasing. From small Items like candles, cutlery and ornaments to couches and beds - this store has a lot. It could have been a bit bigger, but there’s enough space to browse around. A lot of the furniture is also made in the US. Staff is very friendly!

Great example of the truly designer furniture. The best is when they make the floor samples sales. Rare but you can find super sales of 60% for the floor samples.

Very helpful staff. This location has most of the items features in the catalog on the floor and there's easy access in the back to pick up items and load into a car or taxi on Mercer Street.