cb2.com
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CB2: The Contrarian Design Giant
A $252M brand with a 1.2-star rating that still commands 4.6M monthly visits
In the luxury home goods space, CB2 doesn't compete on satisfaction—it competes on obsession. With 4.6M monthly visitors and a 1.2-star Trustpilot rating, the brand has built a $252M business by being the most polarizing name in modern furniture.
"CB2 isn't selling furniture—they're selling a specific aesthetic that customers will tolerate bad service to obtain."
The Cult of Discontent
Despite 303 Trustpilot reviews averaging 1.2/5, CB2 maintains 58% direct traffic—meaning nearly 2.7M visitors type 'cb2.com' directly into their browser monthly. This isn't accidental discovery; it's intentional pilgrimage. The brand has become a design addiction where aesthetic obsession outweighs customer experience friction.
Search Dominance Strategy
CB2's SEO strategy is brutally effective. They rank #1 for 'cb2' (181K monthly searches) and own the modern furniture conversation with 556K backlinks. But the real insight? They're not just competing with furniture brands—they're competing with 'west elm' (415K monthly searches), positioning themselves as the edgier alternative to their own corporate parent's aesthetic.
The brand's 794 employees generate $317K in revenue per person—a remarkably high productivity ratio for home goods. This efficiency comes from a ruthless focus on high-margin, design-forward pieces that command premium pricing despite the polarized customer sentiment. CB2 has effectively monetized the gap between aspiration and satisfaction.
- Direct traffic dominance (58%) signals brand equity that transcends customer service issues
- 556K backlinks prove they're the reference point for modern design, not just a retailer
- The 'west elm' keyword strategy reveals they're stealing search share from their corporate sibling
- 1.2-star rating with 4.6M visits proves aesthetic trumps experience in luxury home goods
CB2 is the future of polarized luxury
In a world where 93.7% of traffic comes from undefined sources (likely direct/brand), CB2 proves that strong brand identity can overcome operational weaknesses. For founders: sometimes being hated by some is better than being loved by all.
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Reviews (20)
a serious lack of customer service, accountability, and care.
Our experience with CB2 has been absolutely unacceptable from start to finish. I wanted to give 0 stars. We ordered a white sectional, but CB2 sent a beige one instead. Despite this being their mistake, they did not offer to let us keep the incorrect sectional while waiting for the correct one, leaving us without living room furniture for three months. We were then told the white color we originally ordered had to be special-ordered, which added another three months of waiting. When we contacted the Tysons Corner store in DC, the sales associate, Laila told us she needed to have someone call us back because the situation was “giving her anxiety,” and she had a customer waiting, so she ended the call. That level of professionalism is shocking—especially when spending over $6,000 on a sectional. I called multiple CB2 locations and continued to get the run-around with conflicting information. It took three additional weeks before we were finally told that fabric swatches had to be sent for the special-order sectional. The swatches arrived in five days, yet we still waited another three months for delivery. As a result, we had no furniture for the Thanksgiving holiday. When the sectional finally arrived, the situation somehow got worse. The delivery company FGO Logistics contacted us to deliver our five-piece sectional. Only two delivery workers arrived. While one remained outside, the other brought a sectional piece into our home. Our home is only one year old, newly built, with hardwood floors throughout. One of the delivery workers spun the modular sectional in our entryway, and all four metal feet scratched the hardwood floor. We immediately took photos and videos. The delivery team apologized and also took photos, stating they would submit them to their company. We reasonably expected the damage to be repaired. Instead, the FGO Logistics Manager, Jill Lorenz, later claimed that the delivery team said the floors were already scratched, which is completely false. Rather than taking responsibility, she attempted to shift blame and cover up the damage. Any delivery company entering customers’ homes should have insurance to cover damages, but instead, we have been ignored. Jill Lorenz proceeded to tell me that the delivery guys have to pay out of their pockets for damages. Despite sending videos of the floor and the rest of our spotless home, we have not received any response or resolution regarding the floor repairs. This entire experience—from the wrong item, months-long delays, poor communication, unprofessional staff interactions, and now property damage with no accountability—has been exhausting and deeply disappointing. CB2 markets itself as a premium brand, but this experience shows a serious lack of customer service, accountability, and care. I would strongly caution anyone considering a major purchase from CB2.
The worst
The worst. I bought a vanity table and had to exchange it twice. The third one was clearly used, beat up, and damaged, and I gave up on trying to get a new one. I wish I didn't- because now I have the desk and every time I look at it, I get angry.
I wish I could give zero… Not only did…
I wish I could give zero… Not only did they bring damaged items, but I’ve now had to take 4 days off work for their delivery guys to pick up the damaged items because they keep changed the pick up date/time. They have no other options or solutions to offer. What type of company does this?! They also damaged my home when they delivered, stomping around and kicking walls, stairwell etc. AWFUL COMPANY.
Ordered a floor lamp and only received…
Ordered a floor lamp and only received a shade. They said they would send replacement which I never got. Then they billed my credit card co $650. And would not give me a credit. They also billed me 800 for a rug that I never ordered. No customer service could help spent a day trying to resolve and nothing. Totally incompetent bunch of morons and scammers.
They took an extra $420 out of my…
They took an extra $420 out of my account for delivery though I had already paid $540 at checkout. They did reimburse me but had a lengthy excuse. The outdoor furniture which I paid well over$6,500 for is low to the ground, you feel the width between the bars through the thin cushions that has ties in the wrong spot so the cushions slip and slide. Don't trust the photos!!! Half the cushions just got here today. Such Junk.
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cb2.com uses 1 technologies across their website including HSTS.
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cb2.com receives approximately 4.6M monthly visitors and ranks #11,933 globally. The website has a bounce rate of 41% with visitors viewing an average of 3.5 pages per visit. Users spend an average of 2:35 on the site.
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