By Tia Sadler on August 6, 2026 Verified by Google

Queen St. Location, some of the worst customer service I have received from any store, ever. Not just in the furniture category.

Unfortunately, I am currently dealing with them for a custom couch that I ordered, so that part cannot be undone, but the representatives at this store do no more than a zero effort to help, after multiple attempts to get help on my part over the past two months, being extremely polite, they have turned me against CB2 so much that I am no longer excited for my custom sofa to come.

The customer service is lacking so bad, there is no way I could begin to review it here in detail. No care or passion for actual decor, or design or working with people. No responsibility to getting back to their customers, customers feel inconvenienced by asking anything decor related.

Trust me, I have tried with two “design team specialists” who I will remain un-named in the store, nothing has ever felt more like pulling teeth to get help, and there is just no hope for customers to get actual help from anyone there.

Sadly after giving them my business for 15 years I can’t wait to be done with them so I can never look back or return to them.

Over 90% of my reviews are positive, it takes a lot for me to do this. That’s how bad it is.

By Young Jung on August 2, 2026 Verified by Google

I really wanted to love CB2 because their furniture design and craftsmanship are beautiful. Unfortunately, the customer service has been so disappointing that I won’t be shopping there again.

We purchased several items about two months ago, but just before the scheduled delivery, we received a call saying the order would be delayed. Shortly after, we received another call saying the items would be shipped separately. When we tried calling the store for clarification, no one answered the phone. We also emailed our salesperson and didn’t receive a response until two weeks later, only to be told to come into the store.

In the end, we cancelled the entire order. Ironically, the cancellation had to be handled through an online customer service agent because the store itself was unable to help. It’s a shame that such well-designed products are overshadowed by such poor customer service.

By Joanna Matkowska on July 20, 2026 Verified by Google

I received a package with my dinnerware, I didn’t receive all of my order and some of plates are broken!

No one picking up the phone (I called all day), chat on website it’s not working!
SUPER BAD COSTUMER SERVICE !!!!

By Jessica Golyatov on May 14, 2026 Verified by Google

We worked with Hasti Keshtkaran from the CB2 Queen Street Toronto location on redesigning our living room and dining room after recently getting married and wanting to refresh our home into something that felt more modern, elegant, and intentional.

From the beginning, she was incredibly helpful and responsive throughout the entire process. She came to see the space in person, which made such a difference, and gave very thoughtful recommendations based on how we actually live in the home. She worked around the pieces we already loved and helped integrate them into a more cohesive, elevated design rather than starting from scratch.

She acted as a true consultant throughout, bringing a trained designer eye that was invaluable, especially when we were feeling indecisive or unsure about direction. It made what can often be a difficult decision-making process feel much more guided and manageable.

What we love most is how she managed to create a space that feels both beautifully designed and still very us. We’ve gotten so many compliments on how different and put-together the space feels now.

We’re so happy with the end result and really grateful for her eye, guidance, and support in helping bring it all together.

By L Des on April 26, 2026 Verified by Google

One of my Rake Counter Stool covers, advertised as leather, turned out to be synthetic. A piece of tape was applied to it, and when it was removed it lifted the surface of the "leather." If it were really leather this would not have happened as I was advised by two leather repair shops. I took the cover to the CB2 store, and the fellow who helped me was very helpful in checking to see if I could order a replacement stool cover, but it turned out you cannot buy a replacement cover--you have to buy the whole stool. So not impressed with the false advertising and lack of customer service (aside from the good customer service I received at the store).