Room & BoardAvis 

Horrible customer service! I bought a beautiful sectional that quickly turned a strange color. While vacuuming the cushions, I discovered stains on the bottom and sides of sectional. My sister bought the same sofa, her sofa immediately looked like someone spilled coffee on it. I spoke to Dylan Gagler, customer service specialist. Emailed back and forth which was a waste of my time. Room & Board had no intention of replacing or helping me with the 7k sectional. I have bought my dining room marble table and 4 side tables from them. They knew I was a good customer.
Do not buy from Room & Board. Wish I could upload pictures.

We ordered our jasper mori fabric couch on 12/8 2024, and today is 5/1/2025 we STILL do not have a couch - this is after receiving FOUR separate emails notifying delays on top of delays. It's almost 5 months after our initial order date.

Room & Board finally reached out last month to schedule a delivery date of 5/1 between 5-9pm. My fiance and I took off work to get home early, and was notified by the crew of ADDITIONAL delays. And at 10:30pm, we received our 4th calls of the day and was notified that our couch would NOT be delivered today....

The one star was for their customer service - they waived our delivery fee + a 10% discount. But honestly, at this point the couch better be van gogh art or something, because with a $3000 price point, 5 months wait sure ain't worth it. There are plenty of similar brands out there like Castlery and Joybird that offer similar quality products with ON TIME delivery.

I have two beautiful shelves with doors and a tv console made of maple. They are absolutely beautiful. The quality is exceptional. There was a missing bracket. The delivery man ordered it for us. Shipped in a couple of days. Customer service called to check on us.

I ordered an the Hudson Armoire in January 2024. It was damaged on arrival and they agreed to replace it. The replacement armoire arrived two months later and was worst that then first. The top doors were ill-fit and could barely be closed without scratching each other even after pulling up and down on the hardware, the spring roller catches were bent and twisted, the screw holding the spring roller was not screwed in all the way and a screw was missing, the interior shelves were installed prior to delivery and had slipped, scratching the shelf and the interior of the cabinet. They offered to have someone come 'service' it but at this point we've already been waiting 6 months for a usable armoire and lost faith in Room and Board's ability to deliver a quality product. We had someone else refit the doors, replace the hardware, and buff out scratches and scuffs to the extent possible. R&B did offer to refund our delivery fee though.

We have done a ton of business with Room and board and over the years. We’ve experienced a good number of defects with their products(this time a fire pit) . There was a time when they stood behind them however, recently they have found a way of having very little accountability for their quality. we will look elsewhere in the future. Unfortunate as we have been customers for a long time.

Bought a Room and Board Ian couch in 2017. By 2019 the fabric was wrinkled and the cushions in an uncomfortable state. Room and Board did replace the couch sometime after that. The back fabric is wrinkled again - despite my smoothing it out daily. In 2022, I paid to replace the cushions and already they’re not in great shape. I even flip the cushions the first of every month. Now when we sit the couch sometimes creeks. My husband is 78 and I’m 76. Neither one of us is overweight and of average stature. I’ve seen way older couches from them in great shape. Don’t know what the issue is with this one. This was a big expenditure for us that ended up being disappointing.

It was a pleasure working with Doug Truesdale, a Design Associate at the Room & Board showroom in Palm Springs. He was knowledgeable, organized, helpful and so kind in assisting me with finalizing furniture, fabrics & accessory selections for one of my clients. We scheduled 3 separate meetings within a couple of months and each time I arrived at the showroom, Doug was ready to work. Thank you!!!!

Amazing service helping repair a damaged bed frame during a move. They sent someone out to make the repair for free. Above and beyond

Ordered some dining chairs from them. Very high quality, beautiful, and made in the USA (big win for me)!

Their customer service team has been excellent, we received the chairs in a very timely manner. The delivery team was also outstanding - so professional and just super friendly and nice to speak with.

I will definitely be ordering from them again!

6 hours trying to deal with worst customer service around. Go somewhere else. I wish I had

Where do I start?
I ordered an expensive coffee table at the beginning of December 2022. It's now March 2023 and I've only just received it. It's been several months of poor communication, shoddy workmanship, and a lot of work vacation days taken for no reason. The original table ordered was meant to take 6 weeks to deliver. It took 10. It was damaged on arrival. They agreed to replace it, but their delivery window is incredibly narrow and it would take another 6 weeks to arrive. That one was damaged, and the subsequent other that didn't even make it out of their factory warehouse. Communication was terrible, there was no coordination between departments and needless to say, I will NEVER shop there again.

Up until now, I was a big fan of Room and Board. I am not feeling so good about them at the moment though. I have a dining room table with a leaf from them which no longer stays together completely. I called and emailed pictures of the issue, and after quite a while was finally contacted by someone who was able to help. The part was probably lost during our recent move, so it is not their fault. However, given that I have spent over $25,000 on their furniture and rugs, I would have thought that they would send me the part at no cost. I have no choice but to pay the extra $100 plus on it, but I am disappointed and surprised that a high end company that prides itself on customer service would charge me for the part. I have recommended this company to family and friends, but in the future I am not sure that I will, and I am no longer so eager to order from them for myself.

Wow! We ordered furniture for our living room and bedroom 6 days ago.
They worked with us to find things they had on stock. They had a lot on stock. This morning everything was delivered to our home!

Their customer service is excellent and polite.
We decided that we wanted to change one item. This was no issue whatsoever. One phone-call and all was arranged.

Every person we dealt with was nice and professional. Furniture looks nice and seems high quality. I am a very happy customer! Would definitely recommend.

HORRIBLE customer service by Costa Mesa, CA Asst. Manager Joseph! We have been customers for years and have had excellent buying experiences previously. JOSEPH has single handedly changed our opinion of this company, offended us, and we will likely never return because of him. It took me 2 weeks to get my husband in store to look at a rather small $3,000 console cabinet. The cabinet was placed behind a couch and within wall shelving right behind it (a very tight squeeze and not easy to see the front), so we asked that it be pulled so we could look at it before ordering. The gals on floor were very sweet, but JOSEPH (who was just standing around staring into space, doing nothing) said it couldn't be moved due to possible damage. WHAT? We convinced him to move it out slightly and my husband helped (to be honest, I could have moved this easily and I'm wimpy). We were deciding on which top to order (white ceramic or plain wood). We stepped over to the ceramic tops (with our sales gal) for a quick minute and came back with a top sample. JOSEPH had moved the cabinet back to the enclosed area. We asked why he would do that, and he replied, "it's a safety hazard". Again, WHAT? There was only one other customer in the entire store and nothing was blocked! We left the store VERY upset. ROOM AND BOARD MANAGEMENT-if you feel JOSEPH is a good representation for your company and customer service standards, then you've lost a very good customer for life. Good luck. The cabinet was perfect for us, but we will find one from another company that values their customers.

I love their products, always high quality and well made. They are very expensive, but for the handcrafted furniture items they stock, it is well worth it.

I'm basically writing this review to counter some of the more negative reviews I've seen. Why? Because I have a housefull of Room and Board furniture, and have been a customer since 2003. Unlike most stores today (Crate and Barrel for example), Room and Board has beautiful stores displaying their entire product line. The service is exceptional uniformly, and i've shopped in multiple locations. For the money, you cannot beat Room and Board's quality or style. We're heading to Boston tomorrow to shop again, and I searched for other options, only to see that other "cool" modern furniture stores' prices are much about double the price!

I can’t find my original review but I bought a linger sectional which was custom made with flint bone material. I originally said it smelled of formaldehyde which it did and still a little odor remains 3 weeks later. What I didn’t understand is why the warehouse didn’t air it out before delivery because they had for 3 weeks before I could take it since it’s so hard to get rid of old couches. Now 3 weeks and a half later it is much better. The chair is good I just sat in it and the sectional is getting there. I appreciate all the help from Joanna the sales person and the PRESIDENT, Bruce Beauchamp who took time out of his busy schedule to contact me. They would gladly do an exchange but I want to wait it out at least another couple of weeks to see that the odor TOTALLY DISSIPATES. The sectional is beautiful and comfortable and fits nicely with my condo. It is just the odor that was the bummer. I will let everyone know by the end of the month if this odor dissipates totally. I don’t understand why others have had a bad experience with getting assistance to fix an issue because Room and Board has been nothing but wonderful.

I bought a Berkeley 6 drawer dresser. Two of the drawers open on their own on a regular basis. I called Room and board and they do not have anyone to fix this problem (even at my own cost which I'm willing to pay because I'm out of warranty). This problem was minor for the first couple of years- I jsut thought I had not closed the drawer properly---but it has become worse as time goes on. Everyday, multiple times per day, one or two drawers just randomly open. I posted this on their website and they did not post the complaint. Their reviews are very old and not up to date. The dresser is beautiful, but the closing mechanism is very cheap. So be forewarned.

Ordered online and delivered through Room and Board Atlanta. Waited, with excitement and anticipation, for more than two months for this piece from Room & Board - it was intended to be the statement piece for a newly decorated home office. Unfortunately, it arrived with damage in multiple areas (see photos). There even appeared to be an attempt to touch it up prior to delivery. For the price, this was a hugely disappointing purchase. Told it can’t be repaired and that replacement will take over 2 months - and based on the number of issues with this one, low confidence they can manufacture and deliver a quality item.

I've purchased two sofas from R&B and two accent chairs. It wasn't until my 2nd sofa purchase that I was even aware of their generous return policy. I purchased the Clemens modular sofa and received a "How are we doing?" follow up email that, for once, I decided to respond to because what was supposed to be a 3-seat sofa ended up being 3 separate pieces that moved around a lot.

R&B was willing to let me keep that sofa as I waited for a new sofa as part of an exchange (during COVID times this was for like 8 months). Now, it turns out that a huge reason the pieces moved around was that the feet are rubberized and the feet had plastic protectors that s/h/b removed on delivery. So, I give them 4 stars b/c delivery wasn't 100%. But, their return policy is awesome and their in-store staff are awesome. When deivery came to pick up the couch for the return, they checked the feet and removed the plastic protectors, but also happened to have clamps that could be installed on the sofa to keep the modules together (which doesn't come with this particular sofa) and that solved the problem. So, delivery team #2 delivered literally and figuratively and I cancelled the other sofa I was going to get in exchange. I'm happy with this sofa and R&B overall.