** BAD CUSTOMER SERVICE ** A friend shared her bridal shower wish list, and I selected a decorative tray from CB2. I ordered it, paid the $20 shipping fee. Within TWO HOURS of placing the order, my friend casually mentioned she had already received the exact same tray. No big deal. I thought: canceling an order that hasn't even had time to leave the building will be simple. So on that same Saturday, I used the CB2 chat feature and asked to cancel it. The agent asked me to hold while they contacted the warehouse. I waited ten minutes. They came back and assured me the order was being canceled and that I would receive a confirmation email. I did not receive a cancelation email. Instead, I received an email saying my order was "being processed." This means that agent lied to me. I initiated another chat that same day to clarify. Again, I was told they were able to cancel it. I learned later that this agent lied to me too! On Sunday, I received an email that the item had shipped. I was freaking out and furious. At this point, I realized I had been lied to by multiple agents. I called customer service and explained that I had attempted to cancel within two hours and had been assured, more than once, that this purchase was canceled. I expressed that I shouldn't have to pay to ship this item back. To their credit, they emailed me a prepaid FedEx label. When the tray arrived, I took it straight to FedEx. That was a week ago. Today, I checked on my refund. The automated response kindly informed me that refunds "typically take 2-3 weeks after the item is received," and during busy times can take up to 6 weeks. You cannot convince me this isn't intentional. Retailers know many people don't follow through on returns. They also know plenty of customers don't obsessively check their credit card statements. The longer the delay, the better the odds someone shrugs and moves on. This doesn't feel like customer service. It feels like a strategy. And judging by the consistent negative reviews about their in-store and online experiences, this seems less like a fluke and more like a business model. I will absolutely never purchase from CB2 again. read more

The customer service received by this particular branch is just HORRIBLE. Both manager , and designer Ashley just nasty, uncaring,, and unhelpful. They must be very underpaid to bring this brand to a substandard level with their customer service. read more

Today was my second time visiting the Dallas Knox St., CB2 store. The first time was almost 2 weeks ago to pick up an online order, and today it was to return that item. Both times, I felt extremely uncomfortable and unwelcomed. The first time, I perused around the store for several minutes, staff members were present, and no one greeted me or even acknowledged me. I eventually asked for help with my order and a young lady was very polite to me and assisted me with my pickup order. I left the store feeling thrown by the experience but chocked it up to a coincidence. Once opening the lamp, I realized it would not work for my space and honestly I dreaded returning to the store in fear of feeling uncomfortable again, but knew it was my only option. I also hoped the experience would feel different than the first. Today, I returned with my family and unfortunately it was not. Not only were we not greeted or welcomed, the two staff members appeared cold and almost hostile. This was before even placing the item on the counter. Even though the lamp had not been used and was still in the initial packaging, the sales associate spent quite a bit of time scrutinizing the lamp and its contents. I honestly dont know if he ever greeted me. The interaction felt cold and accusatory, but eventually, he completed my return. Once in the car, my husband explained that upon our entry, another gentleman (wearing a black suit, perhaps a manager) made eye contact with the sales associate, then shook his head disapprovingly at us. Being a black woman shopping in a predominantly White community, I couldn't help but wonder if I was being treated this way because of the way I look. And that's not OK. I do not understand why a customer would be greeted and treated this way. ESPECIALLY when I purchased the item barely 2 weeks ago and am returning in perfect condition. Frankly, even if that weren't the case, I believe a customer deserves polite and respectful interaction. I cannot say that I will be returning to this CB2 store. Perhaps that was their intention. I can't be sure. With exception to the one young lady with the braids who assisted me the first time, the vibe here is off!!! Being a long time Crate customer, I was shocked to be treated so negatively, both times. I wasn't going to share about this experience, but the more I ponder it, I feel Crate and Barrel, CB2 and potential customers would want to know. read more

I come here all the time because CB2 is my happy place-- life is just a better place when I'm at CB2. Sam is always there and she is so nice, friendly and helpful! read more

I love coming here! James and Nick are always so helpful. Beautiful items, nice atmosphere and a cute location. read more

CB2 - Home Decor Near Me - Dallas, Texas

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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!! read more

Tristan is incredible in every way, from the moment I first walked in to his amazing designs! So accommodating, friendly, talented. Quickly understood my vision and delivered on every detail I asked for in a timely manner. Very responsive and 10/10 would recommend him to anyone needing design consultation! read more

What a magnificent store, from the beautiful design to the excellent customer experience. I can't wait to go back, i usually shop online because this location is far from me, but imo cb2 is superior to crate and barrel and west elm. read more

If you've ever thought about buying anything from CB2...DON'T. This is a division of Crate and Barrel (which is great), but CB2 has THE worst customer service of any place I've shopped in a long time. Who is expected to buy a couch without ever seeing it in person, sitting on it, touching etc? Well, the CB2 staff thinks that what you should do...they don't have the couch in store and said "if you want it, just go online and buy it". I tried talking to a manager and she told me "you can't see what I'm doing, but I'm busy". I've also been reading reviews and people all over are having trouble with deliveries, returns, etc. CB2 = worst customer service! read more

Nick was super nice over the phone today when I called in. He went out of his way to accommodate what I needed and was extremely patient and kind with me. After a long day this was much appreciated. Thank you Nick & God bless you! read more

Tristan's passion, talent and level of service is unparalleled. CB2 Dallas is so lucky to have someone like him, what an asset to your brand! Thank you Tristan for helping make my home design dreams a reality! Xo Nicole B read more