Branch Furniture Reviews 

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

The chair is great, but their customer support in resolving an issue I had years after the chair was bought was beyond amazing! The team was very responsive and clear in their communication. They replaced my chair due to an issue that developed, when they could’ve easily waved me off due to time or it not being covered technically under the warranty. The team stood behind their product and I will definitely be giving them my future business.

After four years of daily use the left armrest of my Branch Ergonomic chair developed a crack in the cushioning material. I followed the warranty instructions and sent a short video showing and explaining the problem, and within two days a replacement was on its way to me. Unfortunately, when it arrived the connection to the chair was different and the new arm didn’t fit. I emailed Branch and they are sending a new seat and new right armrest to fix the problem. Their customer service is amazing, very quick to respond and to make things right. I highly recommend the Branch Ergonomic chair for comfort and reliability, and for their amazing customer service.

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.

Very trustworthy company who stands by their products!

I highly recommend them and have experienced their sincere care and support first hand. Austin was phenomenal to work with!!

Our family loves our Branch chairs!!! Big thank you!

We purchased a leather office chair back in 2024 and it's suffered some wear and tear on the back of the chair and the arm rails. I sent in the info and within a week -- I had replacement parts at my house. They were friendly during the entire process and honored the 7 year warranty with no issues. Will purchase again!

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.

The product is excellent quality and the customer service is superb. Both have exceeded my expectations. For people who spend their day in an office chair, I highly recommend it. That’s 8 hours of your life every day. You are worth it and your body will thank you!

Helena went out of her way to get a set of hardware shipped to my house directly when a chair I bought was lacking any. Thanks so much!

Exceptional customer service — and I mean that without any caveats.

I needed to cancel an order quickly after a medical situation made it impossible to proceed. Branch's fulfillment is automated, so timing was everything. I reached out three ways and honestly wasn't sure anything would work.

Within 30 minutes: a real, thoughtful response. Then updates. Then — they caught it in time and issued a full refund. They also wished me a speedy recovery, which was genuinely kind and completely unexpected.

This is what good customer service looks like. Fast, warm, human, and effective. Thank you, Branch.

Last year I bought an office chair. It arrived in good condition, in the timeframe I was given. Put it together and am enjoying it daily.
Saturday one of the plastic caster wheels broke. I emailed Branch and the same day got a response from Christian. He asked me to send him two pictures for documentation, but had already promised they would replace the caster - no talk of cost, or exactly when I bought the chair in case it was out of warranty.

Got a second email within hours of submitting the pics and the caster is ready to be shipped to me asap.

That kind of service, in addition to the quality and attractive pricing of the chair, builds loyal customers. I’m one.
Ralph Walker
Temple Terrace, FL

I've been purchasing desks and accessories from Branch for quite some time. After 3 desks, one desk riser and some accessories, I can say that the design, quality and customer service is outstanding. I had only one issue with a desk and the customer support team responded me on a weekend and fix it with no hesitation. Really recommend this brand!