Design Within Reach Reviews

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.

I was connected to Juan M. At this Miami location via the DWR website chat, my order was placed over the phone based on the photos online. I ordered several pieces of black outdoor furniture from him: 2 chaise lounges, table, chairs, cushions. What I received looked nothing like the photos I was shown and placed my order based on. There were white fibers/threads sticking out through the fabric from something underneath and the fabrics stitching wasn't straight. Juan acted like he totally understood and then I guess after speaking with management changed his tune. I asked for replacement ones that were solid black (like photos I was shown), or substantial partial refund if I had to keep these, or come pick up my entire order and issue me a FULL refund. (I of course bought all these pieces to go together). After no help and numerous emails back and forth basically saying "tough luck deal with it" he offered a measly $200 refund. (I spent over $3,000) NOT OK.
Over a month later I still didn't have even the $200 refund... Gabriela T., The General Manager of the store, took over. She told me should would get an additional refund but had to go to corporate for approval. NEVER DID. She was a nightmare to deal with, completely condescending and rude. Called me one day 6 times in a 2 hour period and not because I wasn't answering, I answered every time for her to just talk in circles and waste my time.
I am soooo disappointed as I had numerous other items I wanted to purchase from DWR but they do not care or value you as a customer. DO NOT RECOMMEND this company or their employees!

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.

Zero-star rating belonged to my first-time (and the only-time) purchase experience from the online store of Design Within Reach. I purchased two Nerd Chairs from its online store recently - both chairs were shipped in a simple box without any wrapping/packaging. Not surprisingly, one chair was damaged upon its arrival. For the price tag the store charged, I would expect some level of care taken with product wrapping/packaging in shipment. Customer service was super slow and bad. I will never buy anything from Design Within Reach!