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.
CG
Carter Garrison
Feb 27, 2026
Amazing store, great products, the nicest staff. American made !
TE
The Real Travel Edit
Feb 15, 2026
Modern, sleek furniture 🛋️✨… if your wallet can handle it 💸. Staff are friendly, but some pieces make you do a double-take at the price. Great for design inspo and finding quality pieces, less great if you’re hoping to leave with a bargain. 📸😅
Yall manager Julie wishes she had a pickle
Room & Board has styles that I like and I appreciate the one price no gimmicky sales policy. The staff at the store, the delivery team, and the customer support teams have been very nice and professional.
However, the quality control, delays, re-orders etc. are no better than what I've experienced at lower end retailers. After waiting many months for my furniture, two of my large furniture pieces were damaged. They offered to replace them. One of them is backordered for another 8 months. The other was 4 months and when they came to deliver it, it was the wrong color. Other items I ordered were damaged and had to be re-ordered.
About half of the items I've ordered have had damage or were not made correctly and had to be re-ordered. This put many months of delays on my home being completed.
It was nice when I could work with my sales person to resolve the issues, but now I'm told that "Room & Board just recently made changes to our responsibilities and now want all claims, exchanges, or returns to go through customer service." which requires that I put additional effort into getting updates and resolution.
After spending almost $15,000 in furniture, I expected better service. Not one agent offered any compensation for the inconveniences.