Design Within Reach Reviews 54

I have purchased furniture from DWR many times and the service has always been great. Recently, they did lose a recliner in transit, but they refunded it promptly and offered to replace. I’ve never had an issue returning things, and the pieces I have kept have been beautiful. Mistakes happen, especially during covid, but I have been impressed with how well DWR has dealt with them.

DWR shipping and logistics are abysmal. Every order from DWR has had errors. We orders this bed October 2021 with a 4 week estimated ship date. Didn’t deliver until the end of February 2022, and they didn’t ship the footboard. We have now been eating for our replacement parts for over 2 months and don’t expect to receive that until the end of may if that doesn’t get pushed back even further. We have paid in full for a $3000+ Bed we cannot use and DWR has the gall to pend another $1000 charge for the replacement footboard.

The tragedy is we love the piece and quality, but customer service has been vague and slow to respond. We just want a bed we can use.

STAY AWAY. Do not purchase ANYTHING from Design Within Reach. They will delay delivery for months. They then use a so-called "white glove" delivery service by the name of Ukay. Ukay is not ok, it is terrible. Ukay will refuse to arrange for a four hour delivery date and time in advance and routinely turns down proposed dates and times shortly before the requested delivery date and time, making it impossible to make reasonable arrangements for delivery, as they did twice in my case. And DRW does not care about Ukay's dismal service simply stating that Ukay is white glove service when in fact they are a third rate outfit.

Absolute nightmare to deal with. Clearly they are dealing with supply chain and staff shortages (like all companies) and this is totally understandable. But their back-office and customer service is beyond disorganised - at one point putting two holds for our order on to our credit card (and completely freezing our credit card in the process). It's a shame as they stock some great products, but I would definitely give them pass. We cancelled our order.

I ordered a Wilkes Modular Sofa Group Chair in August when the lead time was 4 weeks. It’s end of December and I still haven’t received it. The delivery window was pushed multiple times. The final and current window is December 16-18. Today is December 27. I still haven't received the delivery information. Customer service has no idea when it would arrive as they cannot give an answer about where the chair might be. I tried to get an answer multiple times. Each time they “escalated” the case and said someone would respond in 3 business days. Nothing ever happened. I keep having to follow up to get more apologies. It’s terrible that they have no accountability or control over their process. They don’t now where their products are, if it arrived at the warehouse or when a customer should expect them. I don’t think DWR has supervisors for online orders. Just specialists that can see what’s already available to customers. Now this chair says “delivers in 2 weeks" but it's taking over 16 weeks in my experience.

Purchase a $6,000+ Eames Lounge Chair from Design Within Reach and it broke out of warranty. All we wanted was repair information/referral so we can send it away for repair. Contacted them by phone & email every month for 9 months and our enquiry is still not answered. Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded.

My order has never once arrived undamaged. The dining table arrived dented and cracked 3 TIMES without any damage on shipping boxes (Yes, I received 2 replacements but they all arrived in similar conditions). On top of a poor quality product, customer service made things even worse. After 7 emails and a 45-minute phone call, it took 2 weeks for them to initiate a refund finally after refusing to acknowledge me and my issue and not responding to most of my emails. I will never shop with DWR again!

I ordered two of masters chair in white while it was on sales back in February. I received multiple damaged chairs, scratches and stains all over the chairs and DWR didn’t use proper packaging protections. I was tired from repeating endless battle with customer service people and decided to just return the chairs for good. Now I had to deal with DWR customer service again with refund as they only made a refund for one chair and insist they made a full refund of two chairs without providing any proof of a full refund. I’m sorry but the bank transactions don’t lie like you guys. Be careful with their sale items as they might send you outlet or used items..they refused it but what I got from them was total trash.

Design Within Reach needs to vastly improve upon the level of customer service they provide. It is unreal how inadequate the customer service is when one considers the high end nature of this retailer. I didn't receive tracking information on any of the items I ordered. On one order I was sent the wrong item meanwhile another purchase hasn't shipped though the estimated time frame has come and gone. Buyer beware! You may be waiting a long time for your items to arrive with no accurate info on when to expect it.

Delivery keeps postponing. First February, then April, now June. Seems like they have no control over their supply chain.

After several delays my order finally arrived. I appreciate that we are living in a COVID world, but DWR is completely misleading customers on estimated delivery dates. Not only do they miss their delivery windows -- they DO NOT provide any proactive communication to customers other than lame banners on their website about shipping issues. Their Customer Service agents have ZERO answers, read from a script and provide ZERO follow-ups (even when promising to do so). This is suppose to be a premium/luxury brand, but their customer experience doesn't deliver at all.

I placed an order for a rug on Nov 27, 2020. The website said the item would ship on Dec. 7. A month after the order date, the item still hadn't shipped, so I contacted customer service. I was told, I quote: "As of today, our team is currently packaging and preparing the new order for shipment via FedEx." That was Dec 29. It is now January 26 and the item still hasn't shipped. Delays happen; I understand, but don't promise shipping dates you can't keep. That's simply dishonest dealing.

DWR blocks reviews with fewer than 5 stars. I bought a patio set from them that was not fully satisfactory. The products had and still have no reviews on their website. I wrote 3 reviews for various items in the set but the reviews never appeared on the DWR website. There was no explanation as to why the reviews were not published. When I try to submit a new review, the site tells me that my review has already been received. I contacted their customer service by chat to ask what happened to my review, and the agent said he didn't know and that I would have to call customer service. And that is a second issue. The customer service phone line is permanently backed up - in fact it seems they only have one agent since I talked with the same person every time. Half of my patio set order was back-ordered for over a month and when the 2 chairs arrived, both were clearly damaged in transit as they had crooked legs. It's been another month and still no replacement, and I really don't want to spend another hour waiting on the phone for the customer service agent. Summer is almost over and patio weather will be over soon, but still no complete set.