Get Late Delivery Compensation from CB2 by Phone
CB2's customer service phone number is 1-800-606-6252. Lines are open Monday through Friday, 7 a.m. to 7 p.m. CT, and Saturday through Sunday, 9 a.m. to 6 p.m. CT.
When you call, the automated system will ask for your order number. Have it ready. To reach a live agent faster, say "representative" or press 0 when prompted. Avoid calling on Monday mornings, which tend to have the longest wait times based on user reports.
When you get through, lead with: "I have a late delivery on order [number] and I want to discuss compensation options." Mention the original delivery date, how many days past it you are, and whether you paid for any premium delivery service. If the first agent cannot help, ask directly for a supervisor. Some users on PissedConsumer report having to call back two or three times before getting a resolution. Annoying, but persistence does seem to matter here.
Get Late Delivery Compensation from CB2 by Email or Chat
Email: You can reach CB2 customer service at [email protected]. Include your order number, the expected delivery date, current tracking status, and a clear ask (refund of shipping fees, store credit, or a new delivery commitment). Expect a response within 2 to 5 business days, though some users report waiting longer during peak periods.
Live Chat: Available at cb2.com/customer-service. Chat is generally the faster option. That said, a few users have noted the chat window closes unexpectedly on mobile, which means starting the whole conversation over. Use desktop if you can.
If your first email or chat contact does not resolve the issue, reply to the same email thread (do not start a new one) and reference your previous case number if one was assigned. Escalate by asking for the issue to be reviewed by a senior customer service representative. If that still goes nowhere, the phone route or a BBB complaint tends to move things along.
What is CB2's Late Delivery Compensation Policy?
CB2 does not publish a clear, standalone late delivery compensation policy the way some retailers do. That gap is a real source of frustration for customers, and it shows up repeatedly in reviews.
Here is what is actually known based on CB2's delivery terms and customer service interactions reported online:
Estimated vs. Guaranteed Dates
CB2 typically provides estimated delivery windows, not hard guarantees. If your order confirmation says "estimated," that matters. No guaranteed date usually means no enforceable compensation claim. Check your original order email carefully.
What You Can Realistically Expect
If your delivery is significantly delayed, CB2 may offer:
- A refund of any shipping or delivery fees you paid
- A store credit as a goodwill gesture
- A revised delivery window with priority scheduling
Cash refunds for the product itself are generally not offered for delays alone, only for lost or damaged shipments.
White-Glove and Premium Delivery
CB2 offers white-glove delivery for large furniture items. If you paid for this service and the delivery was missed or rescheduled without notice, you have a stronger case for a shipping fee refund. Mention this explicitly when you contact support.
What Customers Are Actually Saying
On Trustpilot, CB2 sits at a 1.2-star average as of early 2026, with reviewers frequently citing deliveries that arrive weeks late, damaged, or not at all. Several reviews mention being told to "wait a few more days" repeatedly without resolution. On PissedConsumer, the customer service rating is low, with users reporting long call times and agents who cannot authorize refunds without supervisor approval.
One reviewer described waiting over six weeks for a sofa that was originally promised in two. Another said the chat agent closed the window mid-conversation. These are not isolated complaints.
The Bottom Line
CB2 does not owe you compensation by default for a late delivery unless the date was explicitly guaranteed. But if you paid for premium delivery or the delay is significant, pushing for a shipping fee refund or store credit is reasonable and often successful with persistence.
Before You Claim Late Delivery Compensation from CB2: What to Know
Before you contact CB2, take five minutes to get organized. It makes a real difference.
Know What "Late" Means to CB2
CB2 uses estimated delivery windows for most orders. If your confirmation email says "estimated," the date is not a promise. If it says "guaranteed" (rare, but possible for certain delivery tiers), you have a stronger claim. Check the exact wording before you call or chat.
What You Are Actually Eligible For
Typically, you can push for:
- A refund of your shipping or delivery fee
- A store credit as a goodwill gesture
- Priority rescheduling for white-glove deliveries
Do not expect a full product refund just because the delivery was late. That is not how CB2 handles it.
What to Have Ready
Gather these before you contact support:
- Your order number
- The promised or estimated delivery date from your confirmation email
- Screenshots of your tracking page, especially if it shows no movement
- Any delivery notifications you received (or did not receive)
- Proof of any premium delivery fee you paid
Is There a Deadline to Claim?
CB2 does not publish a hard deadline for reporting late deliveries, but waiting too long works against you. Most customer service teams are more receptive within 30 days of the missed date. Do not sit on this.
One More Thing
If your order involved a third-party carrier (which CB2 uses for many large furniture deliveries), CB2 may initially try to redirect you to the carrier. Push back. You bought from CB2, and CB2 is responsible for the delivery.
What to Do If CB2 Rejects Your Late Delivery Claim
Getting a "no" from CB2 is not necessarily the end. Here is how to push back effectively.
Check the Exact Language on Your Order
If your confirmation said "estimated delivery," CB2 will lean on that. But if there was any language suggesting a specific date or a guaranteed window, screenshot it and reference it directly in your next contact.
Challenge Force Majeure Excuses
If CB2 blames weather or a carrier disruption, ask them to specify what event affected your route on what date. Vague excuses are sometimes just that. If conditions did not actually impact your area, say so.
Skip the Bot, Ask for Tier 2
Frontline agents often cannot approve credits above a certain threshold. Ask explicitly: "Can I speak with a supervisor or Tier 2 support?" Do not accept "I'll note your feedback" as a resolution.
Pivot to Store Credit If Cash Is Off the Table
If a shipping fee refund is refused, ask for a store credit instead. CB2 agents sometimes have more flexibility with credits than with cash refunds. It is worth asking directly.
Dispute the Shipping Fee with Your Bank
If you paid for white-glove or premium delivery and the service was not delivered as described, contact your credit card company and dispute that specific charge as "service not received." This is not a full chargeback on the product, just the delivery fee.
File a BBB Complaint
CB2 is accredited with the Better Business Bureau. A formal complaint often prompts a faster response from their customer relations team than a standard support ticket. File at bbb.org.
Reference the FTC's 30-Day Rule
Under the FTC's Mail or Telephone Order Rule, if CB2 cannot ship within the promised timeframe, they are required to notify you and offer a cancellation with a full refund. If they failed to do that, mention it. It carries weight.
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