Design Within Reach Recensioni 54

I purchased 4 Hoffman side chairs with cane seats and backs. I loved the comfort and look of these chairs. HOWEVER, after 4 years the cane began to break! DWR was very dismissive and simply said that there is only a 2 year warranty. These chairs cost over $2000 C and that is simply unacceptable.

There was a 20% discount added to the item I wanted to buy, even when I was ready to pay and confirm, the 20% off was still there. But when I received the confirmation email for my order, the 20% didn't apply. I tried reaching DWR, and at first the agent told me that it would be fixed and I would receive a refund and confirmation email for that. I didn't receive anything. Tried contacting them again and this rude woman told me they couldn't do anything. I wouldn't have bought the item without the discount. Be careful when ordering from them and make a screenshot of your order before clicking on the payment button.

Everything I bought was Original ( order # 5), all arrived in time and was very well packaged .. This is my favorite store !
Its always a 2-4 mos lead time on designer items.. does not bother me to wait knowing I get what I want. I can only recomand this place . wouldnt know where to go instead.

Paid $400 for delivery.
Paid for merchandise.
Delivery date passed and they cannot/will not telll me where my merchandise is or when I will receive it. With standard tracking this is UNACCEPTABLE

I placed the order for the mirror on August 14 with the 6-8 weeks delivery frame. Today on September 25 I was informed the product will arrive sometime in February 2024. This is really outrageous and unacceptable I would never waste my time and find another mirror somewhere else. I am also filling a complaint with BBB.

I just got burned by Design Within Reach. Delivery of desk was scheduled for this afternoon. Spent the morning removing everything from my office, taking out my old desk, cleaning everything out to prepare for installation of new desk. Delivery time came and went, no notification at all from the bottom of the barrel shipping company DWR uses. Complete day wasted and now I'm without an office until they reschedule.

If you value your time at all, buy from someone else who uses a better logistics company. Don't let DWR waste your day.

I got a nice coffee table from them, no problem. But then I ordered a rug which I had to return. They IMMEDIATELY charged a restocking fee of the retail price, though I got it on sale, and the amount was very large. The refund has been excessively long in coming. I hope I get it before the bill comes due. I tried to get them to return the rug without delivering it but they refused. So now I have to go through the same thing all over again. Many high price design stores do not charge excessive fees, and I think Design Within Reach ought to reconsider their policy.

I'm done with DWR. I've had issues with multiple orders being delayed, and customer service giving false wait times. They say 2 - 3 weeks, and then when after 2 - 3 weeks go by and I check in on the shipping status, customer service then tells me it's actually 2 - 3 months now. Last year, I waited 9 MONTHS for 2 throw pillows. THROW PILLOWS. This time, there's no way I'm waiting 5 months for a lamp, when there are plenty of other online retailers selling the same lamp that will ship in 2 business days. Never ordering from their website again.

Stop using Covid shipping delays as an excuse for your poor service, DWR. It's been 4 years and plenty of businesses have gotten their shipping back on track. It's inexcusable.

Ordered item listed as 'in stock' on website and had credit card charged for full amount only to see order sit in 'awaiting fulfillment' status with delivery date getting pushed back every day. Every call to customer service resulted in a long hold time and the promise of a callback that never happened. Customer service reps frequently contradicted one another and provided false information.

This company is brutal. I ordered two coordinating pouf and tray sets. The company sent out fabric samples to confirm the fabrics we were ordering. When we went to order there was no color/fabrics written on the order. There was also no trays included on the invoice. We pointed this out prior to ordering and we were assured that the right colors would be ordred and that the trays were included. When the order showed up both colors were wrong and there were no trays. When the trays arrived months later they were the wrong size and didn't fit. A complete botch.

February 21, 2023
I am extremely upset. Design Within Reach's delivery co. contacted me and promised a 3 hour delivery window (from noon until 3 pm) and promised to call half hour before arrival. They never called half an hour before. They called from my house when they arrived, half an hour AFTER the 3 hour window had ended. I was not home because I told them I am attorney and had court papers to file before the court clerk office closed at 4 pm. The delivery man LIED to me and said he didn't have cell phone service (but he called me deom my home and amazingly eceryone else who has ever come to visit or deliver HAS service just fine) and LIED about the 3 hour window for delivery. They refused to leave item and berated me. I missed a half day of work! I do NOT recommend this company because they use an irresponsible and dishonest delivery company. Irresponsible dishonest people should not be coming to people's homes!

If you order from DWR and pay for shipment that's the stupidest thing you can do: always request free shipment.
Their shipments are always delayed and then when they finally ship it is a nightmare to take or change delivery.
DWR customer service for existing orders is pretty much can be summed up as "Nothing we can do" in most aggressive way possible.
Demand free shipment and discounts from them because you will face absolute nightmare.

Over one year after placing an order with Design within Reach, I can confirm that this store has unbelievably bad customer experiences designed for you. Well, that’s if you experience anything like I did.

In Dec 2021, I ordered a DWR sectional sofa, which was estimated for a March 2022 delivery. That seemed like too long a wait, but my husband and I decided to be patient given global supply chain hoo-hah. Well, now in December 2022, we just canceled our long-overdue order—which was delayed for the most part because Design within Reach LOST MY $7k ORDER! Yup, the store that promises good design is so poorly designed in its systems and processes that they lost my order for nearly a full year AND didn’t know it was lost for that time. As a customer, you also don’t have any way to check the status of your order except for calling or emailing your original in-store sales rep, which just adds to the confusion and terrible user experience. While our rep was always very friendly and capable and did the best she could, we all were ultimately hamstrung by a business whose administrative execution is absolutely astonishing, especially considering the high-priced, high-end, and high-margin items they’re selling.

I absolutely do not recommend DWR.

I placed an order that kept on getting the delivery/ship date pushed back. I had to contact customer service multiple times to get an answer (hint - they could provide no update!) and although it hasn't shipped they would not cancel. The customer service member spoke to me condescendingly during our phone call.

I would suggest shopping elsewhere at a company that respects its customers. There are so many other better options!

DWR only partially delivered my order and I had to call several times to explain that not everything was delivered. A month later they delivered the balance of the order, but it was clearly damaged (huge gash in the box that went through to the furniture). They took back the damaged item and replaced it with the wrong item. I asked them to remove the wrong item which took another month, Long story short: three incorrect deliveries, about 20 emails, 10 phone calls and two months of living with boxes of incorrect /damaged furniture. The delivery company were also worryingly inept (couldn’t figure out my address, never came within the correct time period)

Ive placed three orders with with DWR in the past 12 months totaling over 15K in product orders, and am also a repeat customer from previous years. The first order I placed was partially delivered 11 months after I placed the order. There was zero communication about this order from DWR, I had to take it upon myself to call their customer service department (which could not be more terrible). Each time I called I received completely false lead times and lies on credits against the total (for waiting 1 year), none of which I received.

The second order was delivered damaged, and then they came back and fixed the furniture. A month later, the legs broke as the weight of the unit was too heavy for the base, and I was promised a 10% discount. I only received the discount after calling 4 times and writing back and forth with the customer service agent.

I'm still trying to return an item from the first order that was partially delivered 11 months after the order was placed, and despite being promised a return authorization, I still haven't received it.

All of this makes me incredibly sad because of how much I love their furniture. The customer service and disorganization at DWR could not be worse, they clearly have some mismanagement going on internally because of the level of incompetence and lack of respect that I've experienced as a repeat customer.

Eames lounger no longer under warranty…you are on your own here …crap for any assistance in service/repairs. The name is only a name…not a quality product and NO CUSTOMER SUPPORT. Very disappointed with my purchase… just buy a fake Eames chair and toss it when it breaks!

Horribly frustrating experience. After waiting months for my order, received the wrong items from shipping company, XPO, who insisted I sign for the wrong items. Extremely rude when I refused to sign for the wrong items. Several weeks later still haven’t received correct order and DWR doesn’t seem to care that they’re using hostile and incompetent shipping company who treats their clients terribly.

We ordered about $7,000 worth of Herman Miller Office Furniture back in November of 2021. We still don’t have a full solution. We are business owners and God-fearing people. Its not in our nature to leave bad reviews, however 3/4 of a year of a complete lack of communication and what appears to be a circus of no one knowing what is going on, we are now publicly complaining. We understand supply chain issues and deal with them ourselves in own our business. We get that we’ve been in post-pandemic labor force issues, etc. But this really boils down to the level of support after the sale. Its nearly non-existent we have to manage this like a part time job in order to get people to even reply and offer an update. Its utterly ridiculous and perhaps the worst sales care we’ve ever experienced. Following are the very summarized details of our journey so far.

11/5/21: order for two Herman Miller Desks and Chairs placed with a 10-12 week delivery expectation.
1/6/22: renew desks delivered. One of them with missing parts. called the store and spoke to Michael. The other desk was not able to be assembled by the delivery team. They struggled to understand the directions for more than an hour and we had to kick them out due to having to leave the house. I built the desk myself.
1/7/22:Emailed the store with photos asking for a solution on the other desk.
1/8/22: called the store but no one answers
1/9/22: emailed Michael asking for an update
2/6/22: emailed Michael asking for an update as we have received no response at this point.

Spoke to Micheal at some point in February on the phone. He sated that missing parts cannot be sent so they are sending a whole new desk.

4/14/22: Over 2 months later, received a text from beyond distribution that the desk would be delivered on April 24th. I text back “yes”.
4/23/22: Michael left a voicemail that the delivery would be scheduled soon - which was odd because the delivery was already scheduled…
4/24/22: no one showed up
5/2/22: emailed Michael letting him know that no one showed on the 24th. Micheal called me and we discussed next steps.
5/9/22: sent a follow up email to Michael.
5/23: called and spoke to Kathy asking for update
5/26: called and spoke to John asking for update
5/31: called and spoke to John asking for update
6/7: John called and left message
6/28: called and left message for John asking for an update
6/28: John called back and left message stating it was stuck in the system and they were able to resolve it.
7/6: text from delivery service wanting to deliver on 7/16. Replied with no.
7/11: text from delivery service for delivery on 7/23. Replied with yes.
7/23: delivery went completely wrong. They only showed up with one of the missing parts (which is not complete - missing a cable). The whole desk was supposed to be replaced. The delivery team was great and knowledgable. they also notified us that the desk wasn’t put together correctly and is filled with unnecessary holes now. Called the store and talked to John. He said they will get back to me.
7/25: called the store to get an update. John doesn’t have one. Said they’re working on it. Verified that their system shows a full replacement of the renew desk was to be delivered.
7/29 today - no update or call back.

At the end of day, this company has no idea what is going on and does not know how to connect with their customers to give them regular updates or fill them in on what’s happening. Weeks and in some cases months go by and no one calls you back. The sore has offered financial restitution but won’t disclose what that is. At this point, we want a replacement full desk that has all parts and is assembled properly - front of the line before anyone else. We also want half of the cost of these desks refunded as a gesture of incompetence. We've literally put a hundred hours into trying to communicate and dealing with this with an office workspace that doesn't not work all year.

UPDATE - August 15th, 2022. Have followed up with the store. No reply. We have now left negative reviews online and reached out the main corporation about our experience. they replied once weeks ago asking for more information. I have followed up in email twice with no reply and sat on the phone on hold for more than an hour with no one picking up the call.

Beautiful furniture. Trash customer service and order fulfillment, even considering supply chains issues.

Ordered a sofa on April 29th that I was told would take an estimated 6 weeks. Fine, I was ready to give or take several weeks.

It has now been 12 weeks and no one can tell me when, or if, I will ever get my sofa. And what really bothers me is they have strung me along by moving the estimated delivery date in small increments. Sadly, I have fallen for it for 12 weeks now.

I’ve been in communication with customer service regularly for the last few weeks, they tell me they expect to have it on July 19, then 21 and finally today they told me it is “back ordered with an expected delivery date of next week” what the *%#^? But no one can even tell me if the couch physically exists in this earthly realm.

If they really are so incapable of filling these orders I don’t think they should be offering those items for sale. I’ve waisted a lot of time waiting for this sofa when there are options at other companies that are in stock.