Branch FurnitureReviews of branchfurniture.com

Response from Branch FurnitureFeb 10, 2026

Hi Cyrus, We’re genuinely sorry to hear about this experience and please know we want the best outcome for you here! I also want to clarify a few important points. First, we did acknowledge that the chair arrived damaged and immediately offered a free return and refund, which is our standard policy. We’ve been actively communicating via email and have responded promptly each time. Regarding the phone number: the number referenced on a credit card statement is not always a monitored customer service line and, in this case, is not a number we control or advertise. Our official support channel is email and chat, which we actively monitor 7 days a week, where our team has remained available and responsive throughout. Unfortuntely, once a credit card chargeback is filed, merchants are unable to issue a refund until the dispute is resolved by the card issuer. This is not a refusal on our part, it’s a restriction of the chargeback process itself. We’ve communicated this clearly and remain ready to resolve the matter as soon as the dispute is closed. At this point, we’ve continued to reach out via email, and while our messages are being opened, we haven’t received a reply but please know we are waiting to support you. We’re real people who genuinely want to help and close this out fairly. If you’re willing to reply to our most recent email or resolve the chargeback, we’re happy to take care of the return and refund immediately. Thank you again!

Response from Branch FurnitureFeb 4, 2026

Thank you for taking the time to share this feedback Guy. I’m genuinely sorry to hear about your experience with the Branch filing cabinet and the frustration the drawer mechanism has caused. We take concerns like this seriously, and while the cabinet may have been assembled correctly, this isn’t the experience we want any customer to have. I’d really appreciate the opportunity to look into this further with our product and quality teams to understand what may have gone wrong and see how we can make this right for you. If you’re open to it, please reach out to us at [email protected] with your order number and a brief note referencing this issue. Our team would be glad to review possible next steps, whether that’s a replacement, a solution, or another form of support. Thank you!

Response from Branch FurnitureAug 29, 2025

Hi Allie! Thank you for your feedback. We understand how frustrating it is to receive an incomplete order, and I am very sorry we dropped the ball. While our support form is the most reliable way for us to collect the right details and get you the fastest resolution, we pride ourselves on responding promptly and did just that. We’ve already taken steps to get your missing parts expedited and our team remains available to make sure your chair is fully assembled and working as intended! Thank you again for choosing Branch!

Response from Branch FurnitureAug 20, 2025

Thanks for taking the time to share your experience—we’re sorry to hear the seat cushion didn’t hold up the way you expected. We understand how frustrating it is when something you’ve invested in for long-term comfort doesn’t meet the mark. Our chairs are designed with ergonomics and durability in mind, and we stand by the quality of our materials. That said, we know real-world use can vary, which is why we offer a warranty that covers structural components, and we aim to keep replacement parts affordable and accessible outside of that coverage. We appreciate your feedback about the cushion lifespan—it’s something we’re actively monitoring, and we’re always working to improve our products based on insights like yours. While we understand this experience has left a bad impression, we'd love the chance to dig into your specific case and see if there's anything else we can do to help.

Response from Branch FurnitureDec 25, 2024

Thank you for sharing your experience. We sincerely regret that we fell short of your expectations and caused you such frustration. Your feedback is invaluable and highlights areas where we clearly need to improve. We completely understand how this situation would feel not only inconvenient but also unfair, especially considering the effort and expense you invested to resolve the issue. We acknowledge that this should never have been your burden to bear, and we apologize for the frustration caused by our missteps. Thank you again for bringing this to our attention. We are committed to learning from this and doing better.

Response from Branch FurnitureDec 25, 2024

Thank you so much for sharing your experience with us. We’re deeply sorry for the inconvenience you’ve experienced with your chair and the challenges in resolving the issue. Your feedback is invaluable, and we sincerely regret falling short of your expectations. We understand your frustration and are committed to making this right. While we may have let you down this time, we would like the opportunity to rebuild your trust. If you're open to giving us another chance, we’d love to work with you directly to ensure your next experience with us is seamless. Please be on the lookout for an email from us shortly. We look forward to making this right for you :)