Room & BoardAvis 

I purchased a Room & Board dining table. After normal household use, the tabletop developed visible moisture rings and finish marks. Room & Board said it was not a defect and recommended using a dry iron with a paper bag or cloth, or hiring a furniture repair specialist. I am not comfortable applying heat without a professional inspection, and they did not offer repair coverage or accommodation. I am disappointed with the finish durability and customer support for a premium dining table.

Worst couch I've ever had the displeasure of owning
If I could rate it negative stars I would. Feels like we overpaid for an Amazon quality couch instead of a renowned furniture brand.
The feathers? Constant. Everywhere. All the time. Do you enjoy vacuuming your couch and adjusting all the cushions daily? Great!
This might actually be for you. According to their customer support, that's the expectation for this couch. No matter how many feathers explode everywhere, how wrinkly the fabric looks, or how much shape the sofa loses it will be YOUR FAULT for not caring for it enough! I was doing the maintence daily but silly me, I should have been doing it hourly!! But that's okay! Once you're done picking the feathers out of your ass, you can finally attempt to relax on the lumpy, sunken in structure that was once your sofa!!!
In all seriousness, please do not waste your money on this. After my experience with their snarky customer support and seeing the
"quality" of this sofa degrade so severely in under a year, I'd never waste my time or money on this company again.

Ordered a Jasper sofa w/ chaise, and the back cushions are absolutely terrible. It's been over a year and they've constantly leaked feathers the entire time. The casing that holds that feathers is definitely not quality enough to prevent feathers from coming out in large volumes. I'm constantly being pricked by feathers when trying to relax on the couch. I sent Room & Board support an email about this, including pictures of the feathery mess inside the cushions, and they just replied saying that this was normal and that I could buy foam replacements for $300 if I wanted. Terrible quality and terrible customer support

I’ve been a Room and Board customer for 20 plus years and I’ve recommended them to friends. I am therefore dismayed to learn that they are hesitating to assist me with a chronic manufacturing issue (split seams on one set of Otis chairs which I had to pay to replace with a second set of Otis chairs only to have the same thing happen to the replacement set). Granted that due to family health issues, I did not immediately report the split seams in the second set of chairs (was not my top life priority) but they still need to stand behind their products and support a long-term customer. Also, buyer beware, it appears that customers cannot review products after time has passed. So what you see on their website are customers’ immediate reactions to their brand new purchases. I suspect a lot of customers have also experienced manufacturing defects such as split seams with Otis but you won’t see it disclosed in the reviews.

I’ve ordered a lot from Room & Board over the years and generally is a great experience. Professional delivery people and high quality products.

The only times I’ve had any issue with furniture I ordered they have responded quickly and fixed it extremely quick.

The Room & Board white-glove delivery service for $150, for the entire order, is exceptional value and a tremendous convenience to the customer. I live in a dense urban area, without much space for unpacking or ability to dispose of lots of packaging. Not only is the delivery service excellent value (for comparison, DWR charges $400 for similar service and won't allow you to modify your order after placing it, not even to add more items), but also the delivery crew was polite, on time, and efficient. I wish every retailer would follow R&B's lead.

We had a very disappointing experience with Room & Board, both in terms of product quality and customer service.

We purchased the ARIA table (60" round with smoke glass top), and the glass surface scratches extremely easily. Our household has only two adults, we are very careful, and we always used a tablecloth or placemats. Despite that, the dark smoke glass shows numerous visible scratches. That is completely unacceptable for a brand new table and points to a clear design or material issue.

I contacted customer service and explained the issue and how careful we are with the table, sent detailed photos and a video, and explained the situation thoroughly. After several email exchanges, their final response was to claim that we must have been using “sharp objects” on the table. This was frustrating and dismissive, especially given how careful we are.

To show good faith, I even offered for them to take the tabletop and test it themselves so they could see the issue firsthand. They had zero interest in doing that, which speaks volumes about their lack of commitment to product quality and improvement.

As a result, we bought a clear glass tabletop from another store and are using it with the same table base. We’ve used it in exactly the same way for over a month, and there isn’t a single scratch, exactly what you’d expect given how carefully we treat our furniture.

This whole experience was awful and incredibly frustrating. We truly believed Room & Board was a high-quality, reliable furniture brand, but after dealing with their customer service, we realized that isn’t the case. I would absolutely not recommend them based on this experience.

My husband and I just moved into a new apt in NYC. We purchased a sofa, coffee table, rug , dining room table and chairs. I couldn’t be happier. Everything was delivered beautifully and professionally. I am very pleased with our new furniture; it is wonderfully constructed and looks great. We had bought the dining room table and realized it was too small for the room. No problem, they picked it up within the week @ no extra charge and gave us a bigger one.
I’d like to make a shout out to our design consultant SUSAN VIRTAS. She was so helpful and informative with her time. Everything was put into the computer, so we could see how it all worked together. We are so very pleased with ALL our new furniture. Love Room and Board 👍

We have a number of Room and Board pieces: desks, sectional, ottoman/coffee table, and this large armoire with built-in desk. All items have been purchased at different years, and different furniture lines. All have been extremely disappointing: couch cushions sagged within 1 year, the back cushions are now half their height because when you sit back, they collapse, a sofa leg broke off, the finish on our armoire/desk continues to peel off (I called customer service when we first noticed this and they would not do anything), the black-stained desk chips easily and the ottoman seams show the leather stripped. I kept giving Room and Board another go-around as we kept buying pieces from them, because I like the designs, and the showroom. I’m not buying anything from them anymore.

Looks amazing and feels very well made. Installation took longer than expected, but once it was up, it totally elevated the room. Pricey, but worth it for the design and quality.

I purchased a full living room set (7 items) and four of them came damaged which took mulitple deliveries to get the pieces. One was a custom chair which they did remake however it has been six months and the backing is loose and looks terrible. When speaking with customer service, they stated that these are "comfort wrinkles" and they will not do anything about it after spending $1,800 for this chair! Can't wait to see what it will look like after a few years. Disappointing that they care so little of customers' satisfaction.

Beautiful, modern desk with great storage and a solid feel. The drawer could glide a bit smoother, but overall I’m really happy with it.

I wanted lighting for my living room and I ordered for 1 table lamp and 1 floor lamp.
The products were shipped the next day and I received the shipment within 5 days.
These are good quality lamps and I am quite satsified.

The service is sub-par. I bought a full living room worth of furniture. Talking well over 10K. The rug was going to take 4 month and the furniture about 6 weeks. I either had to wait fore everything to be ready for them to deliver or pay 2 delivery fees or choose to pick up the rug myself. I chose to pick up. Since then I have gotten three notices (purely notices not apology) pushing it out additional time. It is now out to almost 6 months before it will come in for me to pick-up. No one has reached out just automated emails. I paid in full at time of purchase. I was an honest broker and they crooks. You will get better service from Ashley and they don't give that good service either.

Quality control issues and problems with serviceDespite reading high praise about Room and Board from sites like Wirecutter, I cannot recommend Room and Board after experiencing major issues with their quality control and service. In particular, I would stay away from this company for anything that is timeline dependent.

Despite paying almost $5000 for a Coles vanity for my bathroom renovation, the vanity arrived with a large crack on the underside of the sink basin. The real disappointments, however, started when trying to get Room and Board to fix this problem in a timely matter. My point person was effusive in her apologies over email and alerted the service staff. Despite my questions to my point person about timeline, the service department made an order for a new sink to be delivered in around two months—a significant delay in construction. Difficulties in communication became one of many frustrations: while one person was my point of contact attached to the order, she was unaware of service department processes. Eventually, a service person called me and was able to update the sink delivery date to fit my renovation schedule.

When the sink was delivered, however, Room and Board sent me the wrong item: the sink on its own, but the sink and vanity counter do NOT come separately; they are glued together. When calling the company through the delivery person, another point person (again nice and apologetic about this mistake) suggested my contractor remove the broken sink and glue the working sink to the top. While this suggestion came from Room and Board’s higher ups, Room and Board did not provide any instructions for this assembly. My contractor and I were not comfortable with this suggestion—I also want to note that it assumed that either my contractor works for free or that I pay for fixing for Room and Board’s mistakes. Room and Board offered to replace the entire vanity top (top plus attached sink), but this would take another two months, yet another significant delay. In the end, I went to a local store and found a vanity top and sink that would fit the vanity. I returned the vanity top and sink to Room and Board and installed the Coles cabinet portion. But yet, another delay: this return took two weeks to go through as it seemed to sit on the delivery truck before it was processed.

The cabinet portion also had quality control issues. At least two drawers did not open easily, and one did not close flush with the vanity face. Room and Board sent a third party to fix the drawers. The repairman was more interested in taking photos to validate the work to Room and Board than in adequately repairing the vanity. He had to remove a cabinet door, and I later learned that he did not fully attach the hinge, probably because he stripped one of the screws. At that point we were so done with Room and Board, we fixed it ourselves.

I’m not sure what’s going on with Room and Board’s quality control, but it is significantly lacking. While everyone is nice in their apologies, they seem to be unable to fix them. Room and Board’s numerous issues delayed construction work in my bathroom and significantly added to stress of the renovation.

I regret ordering my vanity Room and Board. I will never order from Room and Board again and would strongly discourage anyone from doing so.

Excellent Customer Service,and Showroom experience. Found the perfect Sofa for our Apartment. Flawless Delivery exactly when they said they Would deliver. Megan was Friendly and Professional, not hovering or overbearing like many other Salespeople,and her follow-up was great.

I can't leave a review on their website even though I spent thousands of dollars on bedroom furniture there. Every time I try to submit one, there's a time out error. The Emerson dresser series has defective drawers that don't shut smoothly. The delivery team tried to explain it was because my floors are uneven. However, I previously owned dressers from Crate and Barrel and Macys and both had no issues. It wasn't my floor - it was the bad quality of Room and Board furniture. The delivery team gave me shims to use with my new furniture. I really wish I had returned everything...but now I just live with these expensive dressers with drawers that don't shut properly.

Terrible experience. This is 8 months after purchase. I bought this couch because it was 'pet friendly'. I contacted R&B twice and they told me to forward them images, which I did. The first person responding said that the pills weren't from the couch because it was a different color (so what.. I should sit on your couches naked?) and to use a cleaning spray. I followed up multiple times and she didn't reply.

I tried calling again and was told all that 'pet friendly' meant was that 'it has a tighter weave and doesn't pick up fur as easily (???) tell me, is this what YOU expect when you read pet friendly? The associate who got the commission told us that she had a pet and cleaned soy sauce out of the same couch when I asked if it was pet friendly - clearly implying that it was stain resistant, not just 'fur resistant.' I again got asked to submit photos, which I did, and again got no reply.

I went with Room & Board because I thought it was a reputable brand that I could rely on for excellent customer service and quality. Neither have been true. Save your money and shop elsewhere.

Ordered a sofa and love seat. It took 5 months to be delivered. Now, 4 months later, there is a hole in the seam. They will not repair it, claiming it was from our pet. It is clearly not from an animal if it is tear in the seam on the side and we do not have a pet.