Room & Board Arvostelua 39

We had a very disappointing experience with Room & Board, both in terms of product quality and customer service.

We purchased the ARIA table (60" round with smoke glass top), and the glass surface scratches extremely easily. Our household has only two adults, we are very careful, and we always used a tablecloth or placemats. Despite that, the dark smoke glass shows numerous visible scratches. That is completely unacceptable for a brand new table and points to a clear design or material issue.

I contacted customer service and explained the issue and how careful we are with the table, sent detailed photos and a video, and explained the situation thoroughly. After several email exchanges, their final response was to claim that we must have been using “sharp objects” on the table. This was frustrating and dismissive, especially given how careful we are.

To show good faith, I even offered for them to take the tabletop and test it themselves so they could see the issue firsthand. They had zero interest in doing that, which speaks volumes about their lack of commitment to product quality and improvement.

As a result, we bought a clear glass tabletop from another store and are using it with the same table base. We’ve used it in exactly the same way for over a month, and there isn’t a single scratch, exactly what you’d expect given how carefully we treat our furniture.

This whole experience was awful and incredibly frustrating. We truly believed Room & Board was a high-quality, reliable furniture brand, but after dealing with their customer service, we realized that isn’t the case. I would absolutely not recommend them based on this experience.

My husband and I just moved into a new apt in NYC. We purchased a sofa, coffee table, rug , dining room table and chairs. I couldn’t be happier. Everything was delivered beautifully and professionally. I am very pleased with our new furniture; it is wonderfully constructed and looks great. We had bought the dining room table and realized it was too small for the room. No problem, they picked it up within the week @ no extra charge and gave us a bigger one.
I’d like to make a shout out to our design consultant SUSAN VIRTAS. She was so helpful and informative with her time. Everything was put into the computer, so we could see how it all worked together. We are so very pleased with ALL our new furniture. Love Room and Board 👍

We have a number of Room and Board pieces: desks, sectional, ottoman/coffee table, and this large armoire with built-in desk. All items have been purchased at different years, and different furniture lines. All have been extremely disappointing: couch cushions sagged within 1 year, the back cushions are now half their height because when you sit back, they collapse, a sofa leg broke off, the finish on our armoire/desk continues to peel off (I called customer service when we first noticed this and they would not do anything), the black-stained desk chips easily and the ottoman seams show the leather stripped. I kept giving Room and Board another go-around as we kept buying pieces from them, because I like the designs, and the showroom. I’m not buying anything from them anymore.

Looks amazing and feels very well made. Installation took longer than expected, but once it was up, it totally elevated the room. Pricey, but worth it for the design and quality.

I purchased a full living room set (7 items) and four of them came damaged which took mulitple deliveries to get the pieces. One was a custom chair which they did remake however it has been six months and the backing is loose and looks terrible. When speaking with customer service, they stated that these are "comfort wrinkles" and they will not do anything about it after spending $1,800 for this chair! Can't wait to see what it will look like after a few years. Disappointing that they care so little of customers' satisfaction.

Beautiful, modern desk with great storage and a solid feel. The drawer could glide a bit smoother, but overall I’m really happy with it.

I wanted lighting for my living room and I ordered for 1 table lamp and 1 floor lamp.
The products were shipped the next day and I received the shipment within 5 days.
These are good quality lamps and I am quite satsified.

The service is sub-par. I bought a full living room worth of furniture. Talking well over 10K. The rug was going to take 4 month and the furniture about 6 weeks. I either had to wait fore everything to be ready for them to deliver or pay 2 delivery fees or choose to pick up the rug myself. I chose to pick up. Since then I have gotten three notices (purely notices not apology) pushing it out additional time. It is now out to almost 6 months before it will come in for me to pick-up. No one has reached out just automated emails. I paid in full at time of purchase. I was an honest broker and they crooks. You will get better service from Ashley and they don't give that good service either.

Quality control issues and problems with serviceDespite reading high praise about Room and Board from sites like Wirecutter, I cannot recommend Room and Board after experiencing major issues with their quality control and service. In particular, I would stay away from this company for anything that is timeline dependent.

Despite paying almost $5000 for a Coles vanity for my bathroom renovation, the vanity arrived with a large crack on the underside of the sink basin. The real disappointments, however, started when trying to get Room and Board to fix this problem in a timely matter. My point person was effusive in her apologies over email and alerted the service staff. Despite my questions to my point person about timeline, the service department made an order for a new sink to be delivered in around two months—a significant delay in construction. Difficulties in communication became one of many frustrations: while one person was my point of contact attached to the order, she was unaware of service department processes. Eventually, a service person called me and was able to update the sink delivery date to fit my renovation schedule.

When the sink was delivered, however, Room and Board sent me the wrong item: the sink on its own, but the sink and vanity counter do NOT come separately; they are glued together. When calling the company through the delivery person, another point person (again nice and apologetic about this mistake) suggested my contractor remove the broken sink and glue the working sink to the top. While this suggestion came from Room and Board’s higher ups, Room and Board did not provide any instructions for this assembly. My contractor and I were not comfortable with this suggestion—I also want to note that it assumed that either my contractor works for free or that I pay for fixing for Room and Board’s mistakes. Room and Board offered to replace the entire vanity top (top plus attached sink), but this would take another two months, yet another significant delay. In the end, I went to a local store and found a vanity top and sink that would fit the vanity. I returned the vanity top and sink to Room and Board and installed the Coles cabinet portion. But yet, another delay: this return took two weeks to go through as it seemed to sit on the delivery truck before it was processed.

The cabinet portion also had quality control issues. At least two drawers did not open easily, and one did not close flush with the vanity face. Room and Board sent a third party to fix the drawers. The repairman was more interested in taking photos to validate the work to Room and Board than in adequately repairing the vanity. He had to remove a cabinet door, and I later learned that he did not fully attach the hinge, probably because he stripped one of the screws. At that point we were so done with Room and Board, we fixed it ourselves.

I’m not sure what’s going on with Room and Board’s quality control, but it is significantly lacking. While everyone is nice in their apologies, they seem to be unable to fix them. Room and Board’s numerous issues delayed construction work in my bathroom and significantly added to stress of the renovation.

I regret ordering my vanity Room and Board. I will never order from Room and Board again and would strongly discourage anyone from doing so.

Excellent Customer Service,and Showroom experience. Found the perfect Sofa for our Apartment. Flawless Delivery exactly when they said they Would deliver. Megan was Friendly and Professional, not hovering or overbearing like many other Salespeople,and her follow-up was great.

I can't leave a review on their website even though I spent thousands of dollars on bedroom furniture there. Every time I try to submit one, there's a time out error. The Emerson dresser series has defective drawers that don't shut smoothly. The delivery team tried to explain it was because my floors are uneven. However, I previously owned dressers from Crate and Barrel and Macys and both had no issues. It wasn't my floor - it was the bad quality of Room and Board furniture. The delivery team gave me shims to use with my new furniture. I really wish I had returned everything...but now I just live with these expensive dressers with drawers that don't shut properly.

Terrible experience. This is 8 months after purchase. I bought this couch because it was 'pet friendly'. I contacted R&B twice and they told me to forward them images, which I did. The first person responding said that the pills weren't from the couch because it was a different color (so what.. I should sit on your couches naked?) and to use a cleaning spray. I followed up multiple times and she didn't reply.

I tried calling again and was told all that 'pet friendly' meant was that 'it has a tighter weave and doesn't pick up fur as easily (???) tell me, is this what YOU expect when you read pet friendly? The associate who got the commission told us that she had a pet and cleaned soy sauce out of the same couch when I asked if it was pet friendly - clearly implying that it was stain resistant, not just 'fur resistant.' I again got asked to submit photos, which I did, and again got no reply.

I went with Room & Board because I thought it was a reputable brand that I could rely on for excellent customer service and quality. Neither have been true. Save your money and shop elsewhere.

Ordered a sofa and love seat. It took 5 months to be delivered. Now, 4 months later, there is a hole in the seam. They will not repair it, claiming it was from our pet. It is clearly not from an animal if it is tear in the seam on the side and we do not have a pet.

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.