Kudos to Room and Board

[dr.girlfriend]

To balance out my Home Depot rant...

We bought two sofas from Room and Board in November of 2019, which have recessed buttons on the backrest (I'm sure there's a term for that I'm forgetting).  Two of the covers came off the fabric-covered buttons ... kind of no big deal but a little irritating because the sofa was new-ish, and the button underneath was shiny so it was pretty visible even from a distance.

I had bigger things to worry about during COVID and no one was coming over anyway, but as we all got vaccinated and started to think about people coming over again I contacted R&B to ask if there was a way they would suggest re-covering the buttons (I kept the little fabric circle).  They sent me new fabric buttons and then SENT SOMEONE TO MY HOUSE TO REPAIR THE SOFA free of charge!  I didn't even ask, they just offered.  And then the guy mentioned to me that there were extra buttons taped to the bottom of the sofa that I didn't know about, lol.

So, kudos to them for great customer service.  It was a bit of a hike to make the original purchase because they only had showrooms in D.C. and NYC and I'm in Philly but I'm glad we went -- the sofa I fell in love with online was super uncomfortable for me in person, and the one we ended up with is VERY comfortable (and I have a lot of back problems so that's saying a lot).  

[cosmowife]

I love room and board! We had an issue with a leg of a chair (according to them - it was allegedly scratched but we couldn’t even find the scratch.). They offered to send someone to replace the leg - like literally unscrew it and screw the new one back in lol. We said that it wasn’t necessary and we instead stored the extra leg in case we ever need it.

[devonpow]

That’s great! Did the repair work? We have the exact same thing happening with our Arhaus sofa we just got - the fabric is popping off a d they are sending a tech to our house for free to replace.

[dr.girlfriend]

May 25, 2021 16:55:27 GMT -5 devonpow said:

That’s great! Did the repair work? We have the exact same thing happening with our Arhaus sofa we just got - the fabric is popping off a d they are sending a tech to our house for free to replace.

They just sewed the new buttons on, so it looks fine.  I did kind of smooth my thumb over the other fabric-covered buttons to see if any of those seemed like they were in danger of popping off, but they all seem pretty secure, so I don't know what happened with these two.  Still, I think they sent me about 10 buttons and I have two more taped under the sofa, so hopefully at worst I could do a fix myself at some point.

[divanerd]

Awesome i wil check them out for a few furniture items I need. I heart great customer service

[ellipses84]

I love to hear about great customer service! I will definitely shop there in the future.