Branch FurnitureReviews of branchfurniture.com

Very disappointing experience with Branch. I purchased a new Office Desk, but one of the legs arrived with a clear manufacturing defect. Two raised beads of excess weld metal protrude from the leg's mounting section, preventing it from sliding into the frame bracket and being properly secured. As a result, the entire desk is unusable. This isn't a cosmetic flaw or an assembly error. It's a defective component that should have been caught during quality inspection, especially since it prevents the product from being assembled at all. I've contacted Branch support, provided photos and video evidence, and requested an expedited replacement leg. I'm still awaiting a resolution. A frustrating experience with a brand-new product, and one that raises concerns about Branch's manufacturing quality control.

Terrible customer service. I ordered a desk on July 25th with an estimated delivery of October 5th (10 weeks). It has now been delayed to the week of November 2nd, pushing the total wait time to 15 weeks. When I reached out, the customer success manager, Linda, showed zero accountability and didn't even bother to apologize. Completely unacceptable.

They did not include the headrest attachment with my chair that I specifically ordered. In addition they do not have 24/7 support or phone support. They have no way of dealing with customer problems outside of email which is the sign of a lazy cheapskate company.

I have a brand new chair the squeaks/creaks with every movement. I can only guess this is because the connection point between the bottom and back is made of plastic which flexes. I cannot get them to refund me or send me a box to return the chair. Instead they are sending me another - which I absolutely do not want. I just want out of this "relationship" I am trapped in.

I saw a chair that I was interested in on the website. I fundamentally have a problem with businesses that do not publish a phone number, however, I was willing to try out their chat feature. The AI bot could not even provide a fundamental measurement for the office chair and it's not published anywhere on the website. I asked to be transferred to a live agent. The fact that the AI bought did not have the measurement for the seat depth is unbelievable. Then AI said an email is required in order to transfer me to a live agent. When I provided the email, AI said someone would get back in touch with me via email. This is extremely deceptive and frustrating. Any legitimate business should have a phone number, and if you can't provide a phone number, dont pretend to provide a chat function that deliberately misleads people into thinking you can get through to a live agent. I am sick and tired of businesses treating customers like crap.

Would not recommend this company to any friend of mine looking for cheap office furniture. I will say one plus is the furniture arrives on time, but is almost impossible to return. I purchased desks and separate legs for the desk for my office, and have been trying with their support team for the last week to return 5 of the items... but it is almost impossible. The support team has sent me broken links to print labels, been unresponsive for days, and basically seems to advise against returning the items because I'll make so little back.

I purchased a white boucle chair at full price. I noticed my denim staining the chair. I was told to either sell it or buy a new one. Absolutely insane customer service response: Thank you for reaching out! I'm sorry to hear you've been having this issue with the boucle material of your Ergonomic Chair Pro. Our Boucle material is not a performance fabric, and unfortunately, the type of clothing that rubs against the material can leave a residue or possible pilling from the friction. Any pilling will stop once the excess fiber is gone. It is recommended to use a fabric pilling comb or defuzzer to shave off the pills. Rarely does pilling recur after utilizing one of these methods. With that said, our return policy is within 30 days from the date of delivery, so I'm afraid we cannot honor a return or partial refund this far outside of that window. The fabric wear is also not covered under our warranty. If you no longer prefer to hold onto the chair, some folks have had success in reselling their products on apps such as Facebook Marketplace or OfferUp. Just as a heads up, we do have a 10% off Memorial Day sale coming up this Thursday! If you have any other questions, though, please let me know, and I'll be standing by to address them for you.

The biggest issue with Branch, in my experience, was reliability. My chair failed shortly before two years, despite being sold with a 7 year warranty. The warranty process was frustrating and time consuming. I was asked to provide video, follow multiple troubleshooting steps, purchase tools, and attempt to disassemble the chair myself so replacement parts could be installed. I followed those instructions and the base would not separate. Later in the same email thread, Branch acknowledged that the base can sometimes become nearly impossible to remove. After multiple attempts, the chair was still unusable and I ultimately purchased a new chair rather than continue spending time trying to repair it. In the end, the warranty resolution offered was shipment of replacement parts for customer installation rather than replacement of the unusable chair. Based on both the product failing after about two years and the amount of effort required from the customer under the warranty process, I would not buy from Branch again.