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.

This furniture is overpriced and defective with some good marketing and fake-good customer service. It will look good but is extremely difficult to assemble and you will have functionality issues, for me with both the standing desk and ergonomic chair. Their customer is not helpful and make you jump through hoops to simply fix their own defective issues. Better to either just buy cheaper knowing it won’t last or spend more for better quality. Lesson learned

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.

I work from home and am glued to my desk for 8+ hours a day 5 days a week, but after just shy of a year, I noticed the seat cushion on my Ergonomic Pro seemed to be thinning out much sooner then I had would have anticipated. On a whim I reached out to their customer service team, explained what I had noticed, and inquired about purchasing a replacement seat, as i know that wear and tear is not covered under warranty. After a brief discussion on the chair in email, they advised they would be sending me a new seat free of charge. I received the seat in less then a week, and there is a noticeable difference in the seat thickness and overall resistance of the foam. This outcome was beyond my expectations and I'm very thankful for how easy this process was and how quickly it was sorted out. I also genuinely appreciate that I was not forced through an AI chat bot or AI email system, and that my inquiry was not sent to a third party call center, as I think it would've taken substantially longer to reach an outcome (whatever it may have been). Some may find the regular working hours to be inconvenient, but as someone who has to deal with third party call centers in my day to day job, I will always prefer a good ole 9 to 5 customer service team! Thank you again for the amazing customer service and I will continue to reccomend Branch to my coworkers when I know they are in the market for a new chair!

I used my Branch Ergonomic Chair for six years and was consistently impressed by its comfort, adjustability, design, and overall quality. When a part eventually failed, Branch’s customer service team made the warranty process exceptionally easy. Helena and Christian were responsive, reviewed my photos, confirmed the coverage, and sent me a replacement chair at no cost. The replacement arrived quickly and already feels great. Branch once again exceeded my expectations, and I highly recommend the Ergonomic Chair.

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.

When I first bought my chair and headrest, the screws were stripped on install, leaving me with a wobbly headrest and nothing to do about it. I reached out to customer service and Branch acted swiftly to ensure they could do everything possible that it would not be a problem. Within days I received a new headrest and back of the chair free of charge to ensure I could still use the chair and headrest as intended. Some of the best customer service I've experienced!

Pain to build, customer service sent a recall notice, had to take apart the chair just to find out that my chair was not included in the recall. not particularly more comfortable than cheaper ones I have had. not worth it