Room & Board's reputation among customers is somewhat mixed, according to recent reviews. On the positive side, the company is lauded for its beautiful and high-quality furniture, impressive showroom experience, and expert customer service. Multiple reviewers express satisfaction with the design aesthetics, sustainable materials, and craftsmanship of the furniture. The knowledge and helpfulness of sales associates, in most cases, seem to contribute positively to the shopping experience, with specific staff members being praised by name. However, there is a notable subset of customers who have had negative experiences, primarily related to customer service post-purchase. Issues such as delivery delays, damaged products, and difficulties with returns and refunds have been highlighted, leading to frustration and dissatisfaction among these clients. Furthermore, one disturbing account of condescending and potentially discriminatory behavior by a staff member has been mentioned, which could significantly tarnish the company's image if such instances are perceived to be systemic. Overall, while Room & Board can boast a strong following of dedicated customers, it must address the notable service and delivery shortcomings to maintain and enhance its reputation.
The positive aspects of customer feedback for Room & Board focus on several key elements of the company's offerings. Reviewers consistently praise the aesthetic appeal and quality of the furniture, with appreciation for the thoughtful design, blend of form and function, and use of sustainable materials. Customers have also been impressed by the extensive customization options available, allowing for a personalized shopping experience. Positive experiences with sales associates stand out, with staff described as knowledgeable, passionate, and proactive in assisting customers with their design choices. The in-store experience, characterized by a warm welcome and expert guidance, seems successful in creating a favorable impression. Additionally, the convenience of the showroom layout, the range of products, and the ease of parking contribute to a satisfying shopping experience for those who have reported good service.
On the flip side, negative feedback for Room & Board centers on poor customer service encounters, particularly post-purchase. Several customers report excessive delivery delays and lack of communication or inaccurate information provided by customer service representatives, leading to a failure to manage expectations effectively. The experience of receiving faulty or damaged goods also recurs in reviews, alongside frustrations with the exchange or refund process. Such experiences have led to customers feeling penalized for what they perceive to be the company's shortcomings. Additionally, there are mentions of unprofessional behavior by delivery personnel and an incident of perceived discriminatory behavior by a sales associate, which are serious concerns that negatively impact the company's reputation and could deter potential customers.
Yes, Room & Board is known for its high-quality furniture and a wide array of customization options. Customers can choose fabrics, finishes, and sizes to suit their individual preferences.
Some customers have reported issues with delayed deliveries and unsatisfactory experiences with customer service, including problems with exchanges and refunds. Being proactive in communication with customer service may help alleviate some of these concerns.
Many customers report a positive in-store experience with knowledgeable and helpful staff, a broad selection of products, and an impressive showroom layout. However, some customers have had negative service interactions, so experiences may vary.
Create a home you love at the Room & Board store in the SOMA neighborhood of San Francisco, CA. Our modern living, dining, bedroom, storage and outdoor furniture and unique home decor is timeless and durable. We offer free design help, full-service delivery and free returns. More than 90% of our items are made in the U.S. from top-quality domestic and imported materials. And we’re proud to be a Certified B Corporation™.
