I purchase the ergonomic office chair 3 years ago. Recently, I noticed the cylinder began to fail. I use this chair for hours a day almost every day so I am not the least bit surprised. Especially after 3 years. Anyway, knowing I could always buy a new replacement cylinder on Amazon, I reached out to Branch hoping to get one from them just to eliminate any compatibility issues I might get from a universal brand. On their website, it states that you are to activate your warranty within 7 business days of receipt. I do not believe I did this so I was fully expecting to purchase the part from them. I submit a price request for a new cylinder on their website on Saturday, May 17th hoping to hear back that following Monday. Instead, someone contacted me at 11am on Sunday the 18th. To me, working on the weekend is an outstanding dedication to providing world-class customer service. This person apologized for the inconvenience and asked for basic information and told me that they could definitely provide a replacement. I replied explaining that my chair is likely outside the warranty window and that I had no issue paying for the parts.Later that day, someone else reached out and told me that my new part would be shipped within 5 days at no charge. I was blown away at the above and beyond experience. This is why I was so surprised at the other reviews. To those of you who had a bad experience, I definitely recommend you give them another chance. Perhaps the product you ordered was faulty. Or perhaps you have unrealistic expectations. Also, their website clearly states what the warranty covers and for how long. At any rate, I am quite pleased with both my purchase and the exceptional customer service I received 3 years later.Big thanks to Linda C, Kara N and Keisha.
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At Branch, we make it easy for people and teams to build a beautiful workspace where you can feel and work your best.
When it comes to high-quality office furniture, the issue is middlemen. Buying from traditional furniture dealers means navigating unclear pricing, complicated options, and markups up to 50%. There’s also no way for your office to adapt as your team grows: your furniture, your problem.
That’s why we founded Branch: to make it easy for people and teams to create inspiring offices. We sell direct, so our collection costs half as much as premium furniture of comparable quality, and design our products with your well-being and work day in mind.
If you're a team, we provide end-to-end service: space design, delivery, white glove installation, even the ability to trade in used furniture when you move or grow. We believe it’s a better approach to the way we work today.See more
