Poor Durability and a Frustrating Warranty Process
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.
Sean Nichols
I love my chair
I love my chair! I've worked from home for 10 years and have purchased several different ones. I was always exhausted and my back hurt at the end of the day.My husband surprised me with my new chair from Branch and I love it! No more back pain. Their level of support was also wonderful. I had foster kittens that destroyed the back of mine. I had asked if I could purchase one and they ended up sending me one without having to pay for it.
Brandy
I had an issue with my office chair…
I had an issue with my office chair (self-caused; not product-related), and Austin in the CS team was able to help me navigate towards a solution. They asked questions to understand the context of what I wanted, and guided me towards an ideal outcome. Keisha, Head of CS, came in over top with extra confirmations. Love this this chair and really happy with the support from Branch. Definitely would recommend, and have many times.
Joey Gault
Exceptional customer service
I bought a Verve chair and unfortunately had to return it as it was not comfortable for me. The chair was beautiful, but I have physical challenges that could not be met by the chair.The service provided by Austin was amazing. He was always responsive to my inquiries and did everything in his power to ensure I had a good experience. I highly recommend this company due to its exceptional customer service. Thank you again Austin for all your help.
Josee Pelletier
I’m rating this ultimately at a three…
I’m rating this ultimately at a three because the chair did not work out for me.Their support with figuring out furniture functions and returns has been great. Not thrilled by the product, but given the company’s support and transparency I would shop here again.
Neda S.
WORST ONLINE SHOPPING EXPERIENCE!!!
They have no customer service number and the only number next to my credit card charge was not their number, but belonged to another company. So shady! They sold me a $544 LOW QUALITY chair and refused to let me return it once I filed a credit card dispute. They are absolute aggressive shady and awful company. I do not recommend. Spare yourself the stress.
C.R.
Great products, even better customer service!
We love our desks and their accessories (drawer+hook), and Austin graciously provided another desk top when a horrible accident occurred and caused damage.Customer service response times are also very fast and efficient. Thank you!
Lisa Y
Ergnm chairs pro amazing, Ty Austin also
Branch makes chairs that punch well above their weight. With features and design elements that are found at chairs double their price. I highly recommend the ergonomic chair pro. Its worth the small upgrade. And get the headrest accessory. Their warranty took care of me for a minor thing. Austin was spectacular and took care of me without any hassle. Ty Austin and ty branch for having amazing teammates like austinWill try the aire chair one day
A happy patient from opencare
I was disappointed with the filing cabinet
I was disappointed with the functionality of the Branch Furniture filing cabinet. While the cabinet looks modern and fits well with my office setup, there is a clear issue with the drawer mechanism. The filing cabinet drawer does not open all the way, which makes it difficult to access files stored toward the back. The cabinet was assembled correctly, so this appears to be a design or manufacturing defect rather than a setup issue. For a product in this price range, I expected smooth operation and full extension, especially for a filing cabinet where accessibility is essential. Unfortunately, this flaw significantly impacts everyday usability. I will never purchase anything from Branch again.
Guy Jung
I ordered the Ergonomic Chair
I ordered the Ergonomic Chair. It is fantastic, good looking, comfortable, and adjustable in all the ways I needed. Instructions for assembly were clear and easy. It's a high quality product.Best of all, the customer service was exceptional. They were responsive to my questions before ordering, giving me the very specific measurements I needed to make sure the chair would fit. After assembling the chair I noticed a tear in the fabric - cant say if it came that way or if I damaged it while putting together. They offered and quickly supplied a new seatback. The customer service and communications were the best I have experienced in decades.
Sp Johnson
Outstanding Quality & Customer Service
I recently purchased an ergonomic chair and a standing desk from Branch Furniture, and I couldn’t be happier with my experience. The product quality is exceptional — the chair offers excellent support and comfort throughout the day, and the standing desk is sturdy, smooth to operate, and beautifully designed.What impressed me even more was their customer service. It’s genuinely the best I’ve experienced. The team was responsive, friendly, and incredibly helpful from the moment I placed my order to the delivery and setup. They made the whole process easy and enjoyable.I highly recommend Branch to anyone looking for high‑quality office furniture and a customer service team that truly cares. I’ll definitely be returning for future purchases! They have Outstanding Quality & Customer Service.
goutam chandra Podder
I am more than impressed with Branch and their San Francisco team
I did a lot of research for a sit stand desk, and Branch was at the top of my list. They did not disappoint. The staff was amazing in the San Francisco store. It was great to be able to go in and actually look touch and experience the product. The quality is superior!My desk came within one week and the directions were very easy to follow for assembling. I can’t say enough about them or my desk, which I absolutely love
Jamiee Jbarclayy
Excellent Customer Service
When I initially purchased my chair the height mechanism was not working. I reached out to Customer Service and Austin was helpful in ordering me the replacement piece. When I had issues removing the faulty piece he ordered sent over all new parts and I was able to fix my chair! He was patient and understanding throughout the whole process!
Imani E
“Perfect Chair for My Recording Studio”
This company has the BEST customer service! My chair is both beautiful and incredibly comfortable. I get constant compliments from clients who visit my recording studio—three of them even bought the same chair after trying mine. The quality and craftsmanship are outstanding, and I’d happily buy from this company again and again.
BeautifulSeven
Fast support, great price for warranty length
The support team is great, and they are very responsive despite not having a phone number.I was getting replies to my follow up emails in under an hour which is pretty crazy. The chairs look nice, are easy to assemble, and are great value considering you get a 7 year warranty. I have the Ergonomic Chair Pro, and it's been great thus far in the roughly 3 weeks I've had it. My only wish is that the arms were narrower, but not all brands can pull off the Steelcase Leap arms. Maybe some of these other people just have expectations that are too high, but a same day response, and quick follow ups are more than enough for me. What more could you want?
Sean Milton
Very responsive customer service
Very responsive customer service. Can’t understand some of the other ratings I’m seeing here - they have been great, at least if you know how to use email (haven’t tried by phone so can’t speak to that)I really like my chair: it’s attractive and the build quality seems fine to me. Went together pretty easy for me.Would buy again and recommend to friends.
Scott Bednar
Missing Parts. Slow Support.
I received my new desk chair this week, but it arrived with missing parts, making it impossible to assemble. To make matters worse, there’s no straightforward way to get immediate customer support—you have to fill out a form and wait for someone to eventually respond. Very disappointing experience. I would avoid buying from this company as they seem unorganized and understaffed..
Allie McKinley
Good CS team, could work on shipping transparency
Starting off by saying that everything is exactly as you'd expect when ordering online. You order products, see a shipping date, receive your tracking. The biggest hiccup though is that I only received one tracking number for my desk, and only received my desktop first.I've seen similar complaints about Flexispot, but thought Branch would be better. Guess it's an industry thing. I'm surprised these companies can't send tracking reliably, as I had to reach out to CS about my tracking info instead of them proactively telling me it was shipping from a different warehouse.To be fair, they responded the same day, which I wasn't expecting since I'm used to getting emails 2-3 days later from other companies, but I still wondered why I had to reach out first for my tracking.Overall I'm happy with my desk and chair, and appreciate Austin meeting with me to get everything adjusted. He was very knowledgeable and gave me confidence I made the right choice despite the tracking issue. The consultation call was good for me as well since I've had years of bad habits and poor posture.
Ethan S
Branch far exceeded any expectations
Branch far exceeded any expectations. The ergonomic chair is comfortable, adjustable, and gorgeous to boot. I had an unfortunate accident and the company is sending me a replacement seat; a totally unexpected gift! I will purchase from Branch for my next office need. Run; don't walk. Branch makes beautiful furniture that it stands by.
LizS
Waste of money and low grade quality
I have purchased ergonomic chair and the seating cushion doesn't even last for 2 years. I have reached customer center and they are charging for the replacement of seat. Warranty does not covers, no guarantee for the product and its not worth the price. There is no difference between the local seller and branch. Even some of the low priced products available in market lasts longer than Branch chairs.The product is using low grade materials and I definitely not recommend this product.
Dinesh
