Branch Furniture Reviews 

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.

Our school sites love the Branch Daily chair! We only use this brand for our teacher and staff chairs because they give comfort and great ergonomic support. We have ordered many over the past three years and they are all still in great shape and are easy to keep clean and looking new.

Great chair for work from home, affordable and the best customer support I've had in the past few years.

Terrible customer service - avoid at all costs

I purchased 2 chairs from Branch. In one of the orders they sent the wrong color out - mistakes of course happen, but their response was to make me sort the return without any real support (aside from a label), and wait 1 month for the correct item

I would not trust their service again

I have purchased a total of six ergonomic chairs for our company and am happy with the quality and comfort of the chairs. I'm sure I'll be purchasing another six as we build our team! The ergonomic chairs are easy to adjust and give good lumbar support if properly positioned. They are also an attractive addition to our office, where we previously had mismatched chairs. Delivery was quick and painless.

I purchased an Ergonomic Chair from Branch Furniture in September 2023. It is a comfortable chair however just after a couple of months it started piling extensively and looking just ugly. I submitted a claim and quickly learned that not only pilling is not covered by warranty but also got an advise: "you can avoid any further pilling by ensuring that you're sitting with your legs hanging at a 90-degree angle, and feet flat, flush on the ground to ensure there is no extra pressure being applied to the seat that would result in further rubbing from your pants to the seat". SERIOUSLY!
Branch did not propose any acceptable solution to my problem.

Please reconsider this purchase based on personal experience. I suggest checking out reviews on Trustpilot and other websites where there are many negative comments. The customer support was unsatisfactory. My desk arrived almost four weeks late, and to make matters worse, it malfunctioned, repeatedly displaying errors 07/08. It was very disappointing.

If i could give a negative star review I would. I ordered a office chair today. No shipping or delivery details were provided until the order was complete. The shipping was a month away and thus not suitable for my needs. Using Branch's website it became clear to me that there was no way to speak to anyone. I tried their chat feature but all it did was bring op an offer for discount to refer future customers (not at all likely). I sent them 2 emails requesting a cancellation of this order and to contact me. 3 hours later I have confirmed the charge from Branch on my card but ZERO response from Branch. Deal with them at your own risk and good luck!

Purchase 1 chair and didn't get an email order confirmation or shipping/tracking status so I didn't think the order went thru and order another. Well, the first chair finally showed up and without the headrest I ordered with it and now I'm waiting to try and cancel the second chair but CAN'T GET THRU TO ANYONE LIVE AT BRANCH FURNITURE! All the phone number that come up for a compnay search are NO GOOD and I've tried emailing and sending messages on their website but have yet to get reply! So disappointed to do business with BRANCH and won't do business with them again once I resolve this!

Worst office chair ever. I purchased mine a couple of years ago and have regretted it ever since. The lumbar "support" is just awful. Uncomfortable and impossible to adjust. I eventually just took it out and put a pillow behind my back.

And now the mesh back is ripping out from the rest of the chair.

So a $300+ chair which is uncomfortable, made with cheap components, and only lasted 2 years.

Excellent customer service. I had some issues with my office chair. The customer service was beyond helpful to sort out the problem. Highly recommend this brand!

I'm very happy with both the quality of the product (desk chair) and the amazing customer service I received. The original chair I purchased had an issue and Tom at Branch was immediately responsive and helpful. He sent me a new and improved chair and followed up all along the process. Customer service like this is rare! Now i'm sitting comfortably and working away:) Thank you Tom and Branch!