Room & Board — Local services in Seattle

Very disappointed with my purchase from Room and Board. After looking at many furniture stores and looking for the highest quality soft that will last for many years, I ordered a custom Morrison sectional, chair, and ottoman in Tepic cement color from Room and Board. It took 2.5 months to arrive which seemed excessive but we were willing to wait for the more durable Tempic fabric.

At first the sofa was great but within a few months the seats began to pill really badly, where the white fibers in the grey upholstery began to pull away and form little balls attached to the fabric. Within 9 months I counted ~10 pills per square inch in the worst places and the sofa had become uncomfortable so for skin contact.

I reached out to customer service hoping they could address this defect but after sending multiple photos, they insisted this is pill transfer from other clothes and blankets and not a defect in the fabric.

Well I’m certainly not wearing any white pants on my sofa and the throw and pillows are bright blue so this is not possible. Plus the pills are pulling directly from the upholstery which is obvious in the photos.

I’m highly disappointed that this premium brand will not acknowledge and correct this obvious defect with the fabric. We will not be purchasing from them and recommend others look elsewhere as well because customer service will not correct defects which other reviews...

TLDR: They need new logistics management software/people. Do yourself a favor and shop elsewhere.

The furniture is nice. The staff were all kind.

Delivery dates are purely estimates. And be warned that when an in-store agent offers their help, they are useless when actual problems arise.

We dropped $10k on furniture to accommodate family staying with us and we were comfortable with R&Bs delivery dates. After a couple weeks passed, and as the beginning of the delivery window approached, we learned that the items would arrive at least 3 days after the latest original delivery date. At this point, we can't reasonably cancel our order and find furniture elsewhere.

Desperate to receive at least some of the items, I asked if I could come to the warehouse to get whatever would be available. I was told that the entire shipment would not be available in time. All of it was late and it took them up until the delivery dates to realize this?

At the core is ineptitude about anticipating and communicating logistics management. Given how much of their volume is shipped, it is shocking that they wouldn't communicate as soon as a disruption occurred. As a result, now we can't get equivalent furniture in time elsewhere, which means we'll have to spend more money to work around this problem.

If you can, just go somewhere else. Avoid...

We fell in love with this couch when we saw it in the store. After waiting for a few months, we got our first dream sectional couch. Fast forward 2 years, and it's a massive regret. Two of the back cushions have lost their shape quickly, and feathers keep poking through the cushion and spilling out. Just a few feathers might be expected, but we're talking about HUNDREDS. When we take the cushion out of the case to try to solve the problems, tons of feathers come out - and this keeps happening.

We contacted R&B to check if our warranty could solve this but were told that this was normal. They actually suggested that we shake the cushions once a week and vacuum up the feathers. Come on - who has time to fluff their couch cushions and vacuum up feathers every week? So we ended up purchasing replacement cushions, hoping they would be better.

We bought this sofa as it was beautiful and considered it a long-term investment. Given that we started having these issues within 1 year of owning the couch, we do not plan on purchasing from Room & Board again. If you want a high quality sofa backed by a strong warranty, please...