Room & Board — Local services in Costa Mesa

HORRIBLE customer service by Costa Mesa, CA Asst. Manager Joseph! We have been customers for years and have had excellent buying experiences previously. JOSEPH has single handedly changed our opinion of this company, offended us, and we will likely never return because of him. It took me 2 weeks to get my husband in store to look at a rather small $3,000 console cabinet. The cabinet was placed behind a couch and within wall shelving right behind it (a very tight squeeze and not easy to see the front), so we asked that it be pulled so we could look at it before ordering. The gals on floor were very sweet, but JOSEPH (who was just standing around staring into space, doing nothing) said it couldn't be moved due to possible damage. WHAT? We convinced him to move it out slightly and my husband helped (to be honest, I could have moved this easily and I'm wimpy). We were deciding on which top to order (white ceramic or plain wood). We stepped over to the ceramic tops (with our sales gal) for a quick minute and came back with a top sample. JOSEPH had moved the cabinet back to the enclosed area. We asked why he would do that, and he replied, "it's a safety hazard". Again, WHAT? There was only one other customer in the entire store and nothing was blocked! We left the store VERY upset. ROOM AND BOARD MANAGEMENT-if you feel JOSEPH is a good representation for your company and customer service standards, then you've lost a very good customer for life. Good luck. The cabinet was perfect for us, but we will find one from another company that values...

This was our first time in the store and didn't know anything about their company. We went to the Costa Mesa showroom and had a GREAT experience! Was met by Adele Ricco-Martin who realized that we were new to their showroom and gave us the background of the company and of their furniture. We immediately had questions regarding a table/chairs and from that point she took the time to walk around the showroom with us. I would say that she spent at least 2 hours with us, discussing what our style was and then showing us colors/materials. Her designer knowledge helped to pull all our sections together. The fact that everything is made here in the USA is a huge factor for us in choosing our furniture. It was plain to see that this was quality made furniture that is going to last! Which is important to us as we have not purchase this amount of furniture in 24 yrs!! We are excited to see the 3D model of what we would like to purchase as we had the layout of our new home. Thank you Adele for your superb...

I’ve been a loyal R&B customer for years, but my recent experience was disappointing. I ordered a custom bench with a 60-day lead time, but it arrived with the wrong cushion. Mistakes happen, but the real issue was the lack of urgency and ownership in resolving it. It’s astonishing how many hands the incorrect item must have passed through from factory to my house, yet I was the one noticed the error.

Despite multiple phone calls and emails, I was told it would take another 60 days to remake... they made no effort to expedite the process... just said "custom items take awhile." It was literally a detachable cushion with the wrong fabric.... which needed the fabric replaced.

This lack of service recovery is appalling, especially from a company I once considered an industry leader in customer service. Customers judge companies by how they handle mistakes, and this experience fell far short of expectations. At least everyone was...