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About ten years ago, I started pulling away from RH because their quality seemed to be going down while their prices were going up. I do home staging, design, and make many purchases often for my own personal use.
CB2 has served me very well and been the primary spot for a lot of my work and personal use...until 2022. I moved. I ordered a leather sofa that I had before (it is no longer on their website). During the delivery, the delivery guy paused and said "Uh-oh." I walked over, and the back panel of the couch had come off. All the staples were hanging out. They had to replace the couch. They were apologetic, and then said "We will get you a replacement right away" as if that was doing me a favor.
The new couch came 2 weeks later. The couch had a large spring in the center rather than cushioning. It had more of a bouncy affect. Within a few days the center of the couch sank, and the leather started bunching. I sent them pictures and they offered another replacement and I simply shared no thanks and sent the couch back.
A few months later I purchased barstools from C & B. They were going to charge $395 for delivery and I lived two blocks away, so I went and picked them up. They unpacked them from the loading dock, and then left them wrapped. As soon as I unwrap them after getting home, I realize they are plastic. The barstools were $600 each. On the website they called it "engineered wood." It was plastic. The bar stools swayed, and were extremely lightweight. I noticed the barstool (and the chair) disappeared from their website not long after but it was a new model.
I ordered a foley chair from CB2 at one point and it came broken, but I watched the delivery driver drop it off the back of the truck. Those seem to be well made, but he dropped it from a solid 6 feet and I think cracked the base of the chair.
I just moved. I did not purchase furniture from either company because of these experiences. This is not the same quality and company that was selling furniture five years ago. It is clear they have swapped their manufacturer as the quality is quite poor and the process stressful.
However, I did need some pillows, so I ordered 4 velvet covers, and feather down inserts. I have had all of these before.
The order shipped from two different locations. The first one had inserts that were clearly not down at all. They felt like a bag of cotton balls. The next box came, and the velvet pillow covers were used. They were covered with glitter. I opened the feather down inserts (that seemed to have been rewrapped and kind of dirty) and when I put the insert on it, and chopped the top of the pillow, dust went everywhere... A LOT of dust... A LOT. I have no idea if all of this is from a return that was repackaged, but the pillows are obviously used, as well as the covers.
I called customer service. I could barely hear because it is a call center and it's extremely loud. I showed them what they sent, and they told me to dispose of everything and they are sending replacements and will send from a different warehouse. To apologize they offered me 10% off my next purchase. There won't be a next purchase. This place is such poor quality.
I think what they miss is what it's like to have two boxes of items full of dust in your home. And, what it is like to plan a purchase after tons of research and planning, and pay such a high price and now have to consider if the quality matches the increase in pricing, and constantly have to schedule delivery, return stuff, and then end up having to make alternative plans. It is such a waste of time and effort.
I have no doubt if someone did some digging, they would find tons of dirt on this company. For me, it was all in the pillows (literally), and I will never spend another dime with them.
Has anyone else had this experience with the quality specifically since 2020??
I highly recommend:
-Room and Board (quality is good. Customer service is GREAT).
-Wayfair has been surprising me with very much improved quality and customer service.
-Even IKEA has really improved their quality.
Any other recomendations?
Hope that helps save others from some of the wasted time and stress from attempting to buy from Crate & Barrel and/or CB2.