My wife and I have had nothing but good experiences at CB2 on Robson, both for curb side pickup and in-store shopping. If it’s busy and the salespeople are preoccupied with another customer, of course they’ll ignore you because…wait for it….because they’re preoccupied with another customer! After they are done with other customers, we’ve had nothing but good interactions with whoever helped us. One time we went to their floor model sale near the end of the day and got some large pieces and had to pile them into our car. I know the workers just wanted to close, but they helped us bring our stuff to the parkade without giving us attitude because they saw that we were encumbered and struggling. As for curb side pick up, their storage room guy is quick and professional. The pieces we purchased look great in our small apartment.

I ordered an item online and decided to cancel the next day via email. I called the next day to find the item had shipped. CB2 states they will email me when it ships. I got that email days later with the FedEx tracking number. FedEx reports the item was not picked up until 3 working days later. Shipping is the transport (movement) of goods. CB2 lied on a Friday about the item being shipped when it did not ship to the following Wednesday. CB2 was deceitful, maybe to make their life easier or maybe to discourage a return. Either way I know I would be fired for doing the same.

Just had a horrible customer service experience after purchasing an item at the store.

I asked a gentleman at the front if I could see an item I saw online that I will most likely purchase, I wanted to inspect it first as it is a gift. I was asked to wait for someone to retrieve it from the back. After standing around awkwardly for 25 minutes, I realised that someone chucked it on the cashier desk and walked away without notifying me. I’m not sure how long it had been sitting there. I walked up to the desk unsure if this was the product I requested but no one really seemed to care when I asked. I noticed the item covered in a layer of dust and with scratches on one end. After another 10 more minutes of waiting, I managed to get help from a lady at reception and requested if I could get another one that wasn’t scratched as they had another 3 in stock. She was understanding and asked the first gentleman. He seemed to look unbothered and reluctant to go retrieve a replacement and went to the back to get it himself. It took 10 seconds for him to grab a new one. It came in a shipping box and no one asked me if I wanted to open it to inspect the product before purchase, I was checked out right away. At this point, I just wanted to leave anyway. The gentleman seemed to be a manager of some sort but spent the entire time avoiding eye contact and ignoring me even though I was looking for help right in front of him. Very far from exemplary.

I’m just bewildered at how poor the customer service is here for a high end furniture store. I can understand if the store is very busy but there wasn’t that many customers and half the staff were just sauntering around. Ultimately, a very disappointing and frustrating shopping experience in store. I love CB2’s beautiful furniture and products but I’m not sure if I will return again.

Spending money on furniture. Guess they did their job. 229 cad for shipping in today’s world is just ridiculous.

Ordered a console table on July 12. The delivery person arrived at my building near the end of July.. but left without delivering because he said the loading bay at my apartment wasn’t set up properly for him. I had to call CB2 to reschedule. Was on hold for an hour, but finally rescheduled delivery for mid-August. A few days before the delivery, I called to confirm the date. They said there was no delivery scheduled for that date, so I spent another hour trying to reschedule. Finally rescheduled, and they said they’d call me two days before the delivery and let me know a window frame so I could have the loading bay at my building set up. Surprise, they didn’t call me until the evening before the delivery, which didn’t allow enough time for set up of the loading bay. I had to call back (another hour on the phone) and reschedule yet again – this time to a family member’s home, as I figured a house would be easier to deliver to than my building, and I was willing to go through the hassle of hiring my own delivery truck to take it from my family member’s home to my apartment to make sure I got it. Table finally arrived in September, but there was a huge scratch on the front.. this table was sitting in a warehouse for months, and there was NO cover on it, no wonder I see so many google reviews complaining of scratches and broken doors on delivery. I called again (another one hour + on hold) to have the table replaced. The customer rep I spoke with said the exchange would happen October 21, and that she’d send me an email to confirm. She never sent the email, and when I logged online today (Oct 18) to check if the delivery was confirmed, there was no delivery date there. It’s been over three months, over 6 hours of being on hold, and I still don’t have this table :) this was the worst delivery experience of my life