Branch Furniture Reviews 

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!

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.

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?

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.

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..

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.

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.

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.

I purchase the ergonomic office chair 3 years ago. Recently, I noticed the cylinder began to fail. I use this chair for hours a day almost every day so I am not the least bit surprised. Especially after 3 years. Anyway, knowing I could always buy a new replacement cylinder on Amazon, I reached out to Branch hoping to get one from them just to eliminate any compatibility issues I might get from a universal brand.

On their website, it states that you are to activate your warranty within 7 business days of receipt. I do not believe I did this so I was fully expecting to purchase the part from them.

I submit a price request for a new cylinder on their website on Saturday, May 17th hoping to hear back that following Monday. Instead, someone contacted me at 11am on Sunday the 18th. To me, working on the weekend is an outstanding dedication to providing world-class customer service.

This person apologized for the inconvenience and asked for basic information and told me that they could definitely provide a replacement.

I replied explaining that my chair is likely outside the warranty window and that I had no issue paying for the parts.

Later that day, someone else reached out and told me that my new part would be shipped within 5 days at no charge.

I was blown away at the above and beyond experience. This is why I was so surprised at the other reviews.

To those of you who had a bad experience, I definitely recommend you give them another chance. Perhaps the product you ordered was faulty. Or perhaps you have unrealistic expectations. Also, their website clearly states what the warranty covers and for how long.

At any rate, I am quite pleased with both my purchase and the exceptional customer service I received 3 years later.

Big thanks to Linda C, Kara N and Keisha.

I’m really disappointed with my experience. I purchased a chair for $500, expecting premium quality and durability. Within just a month of normal use, the fabric started ripping in multiple places. I’ve used much cheaper chairs before and never had this kind of issue.

When I reached out to customer service, I was told that others haven’t had problems—which doesn’t help my situation at all. There’s no clear warranty coverage list, and the blog doesn’t explain what’s actually covered. It feels like I’m being blamed for the damage, even though I followed normal usage.

If the material is so delicate that you can’t sit with buttons or zippers, that should be clearly stated in the product description. For a high-end product, this lack of transparency and accountability is unacceptable.

I would not recommend this brand to anyone. It feels like I’ve been misled, and I’m still waiting for a proper resolution—either a refund or a replacement.

My company bought 3 of the ergonomic chairs based on my recommendation. The chairs are uncomfortable and have several negatives (arms don't lock in place, seat base tips forward, lumbar is to low). I wrote a review and submitted it, however it never showed up on their site. If you make a good product you shouldn't have to delete negative reviews, go buy a Steelcase or Haworth chair if you want quality or go to office depot because this chair is as comfortable as a $99 ones they sell.

I thought this American company would be stellar as they have a nice website and glowing reviews. Well I wrote a 1 star review and they did not post it. Here is my experience.

I purchased an office chair with the extended post for extra height in the chair. They delivered the chair without the extended post which arrived two weeks later. I assembled the chair with the short post and when the long post arrived, I was unable to remove the short post.

No phone number to call customer service. You send an email and they respond to you two days later. Branch customer service told me to buy a rubber mallet to remove the seat post and sent me a video on how to remove it. After purchasing a rubber mallet and whacking the hell out of the chair it still would not dislodge. Branch created this mess. They could have shipped the chair with the extended post. Back and fourth 4-6 times emailing customer service for a solution and they told me to hire a handy man to remove it. Sure let me spend more money on your mess up.

This company also offered to refund the cost of the mallet but they only gave me $20. How tight can you be? I spent 3-4 hours trying to remove the short post and over $50 and you only give me a lousy $20?

Best customer service team I have ever dealt with. Took the time to offer me multiple solutions when I had a damaged item and offered to meet with me 1:1 to help troubleshoot over video just in case the issue was something that could be easily resolved.

When we found out a replacement part was needed it was sent out before the call ended and was delivered a few days later. Hands down the easiest warranty process ever.

For reference, I was replied to the same day I sent in my message, and by the end of the day, a solution was already figured out. I feel like every company should take notes.

First off they have no phone number in Toronto to call. They have a link to leave an audio message to no avail. All I want is some info on a chair I would like to buy. How can you possibly deal with a company with no phone number, let alone after sale service like warranty. Caveat Emptor

Shipped an incomplete chair, sent a replacement part that didn’t fit either. And now they’re saying they don’t even have any of the correct part and I need to exchange the entire chair (I no longer want anything from this company). Branch does not seem capable of shipping a complete piece of furniture.

Finally a CS team that actually cares! They take the time to read your email, answer all your questions (sad that this is something to celebrate haha), and work towards an actual solution instead of stiff arming you with policies and then ghosting you. The consultation person was also super helpful in helping me choose a chair and was actually honest about his recommendations instead of just getting me to buy the most expensive one.

Fine up until you need to deal with customer service. I was promised a refund amount and later was told when I followed up that there were small font never mentioned. Spent hours resolving an issue of their refund system not refunding a promotion code.
Watch out

I am very happy with the comfort and aesthetic of my Branch ergonomic chair. It arrived with a minor flaw in the base, but Austin from the customer success team was extremely helpful - communicating clearly and promptly and offering me solutions.

I love my Ergonomic chair and when I had an issue Austin J. was a godsend. He was prompt, curtious, articulate and resolved my problem quickly.

I can't say enough good things about this company and their products.

Do not waste your money. I spent over $431 on the soft side chair. It's literally a peace of garbage. When you look at the chair with the pretty leather, it looks beautiful. Other than the leather, the chair is junk. There is zero lumbar support. Within the first hour of sitting in the chair, my lumbar spine was throbbing. There is zero padding on the seat cushion. I felt like I had been sitting on a board. Do not buy from this company. When I complained and told them I wanted to return the chair, they told me I would have to pay for the shipping to return it. To pay for the shipping with a box that large will be well over $100-$200 to ship it back. Not to mention, you have to assemble this chair on your own. The arms are a complete nightmare to install. It took me over 40 minutes on my own to install the arms. You need two people to do it. In total it took me an hour to assemble this chair. For a $400 chair, it needs to come already put together. Take it from me, pictures can be deceiving. If you are going to buy a chair, go sit in them. Just because the chair looks amazing in a photo it doesn't mean it will be comfortable. I made the mistake of reading wonderful reviews and I don't know where all of these people are coming from unless they don't mind sitting on a chair that is as hard as a rock.