Design Within ReachReviews of dwr.com

Bought a bed. They scheduled the delivery 3 times. Gave 5 hour windows. Called. Said they were on the way. Never showed up. Said it was to busy in my neighborhood. This went on for 3 weeks. I still don’t have the bed. I have to try to get my money back. I would never expect this. This is not a trustworthy company

I had to select one star as there is no option for zero stars. After two months of arguing, I have finally received an incorrect amount of a refund. I think they are not refunding the fee for the horrendous shipping. I wish I could attach the 9 photos here. CUSTOMERS DO NOT PAY FOR MERCHANDISE SHIPPED SO BADLY IT IS DAMAGED! WE ALSO DO NOT PAY FOR SUCH SHIPPING FEES, AS THE ITEM IS RETURNED DUE TO SHIPPING DAMAGE. THE FINALLY SENT ME A REFUND CHECK IN THE WRONG AMOUNT.....I WISH THEY WOULD STOP SCAMMING ME! THE CREDIT CARD LEGAL DEPARTMENT WILL BE IN TOUCH WITH THEM FOR THE SECOND TIME, AGAIN. P.S. Here is my fresh edit, to be fully honest and transparent. I just added another star to this review because FINALLLY after almost 2 months of emails and calls of begging, pleading, arguing, and Legal Dept. of the credit card company involved, they sent me a refund check!! It was for the wrong amount, so I had to ask for that difference, and I got that put back onto my credit card rather quickly. Whew! It was a struggle, but in the end, I was refunded the correct amount!! Thank you, DWR!

For some inexplicable reason, DWR split my purchase into two payments but attempted to charge me the full amount instead of the balance on the 2nd charge. Their billing looks like phishing emails. The information between the customer dashboard, the CS emails, and phone support are inaccurate and highly discrepant. The phone agent was patronizing and dismissive and kept insisting I didn’t know how to differentiate between a posted vs pending charge.

Over 18 months I have spent well over 100K USD worth of furniture for a new home. The logistics are pure comedy, RXO have outsourced logistics to an Indian call center and its is almost impossible to converse with anyone...this is the last shipment and I will be ordering from Lumens moving forward

Frustrating experience. The day item was scheduled for delivery was wasted for me. It came within 20 minutes from the address and then for whatever reason rerouted back to the company. Then they offer a replacement to be shipped out promptly. When the replacement order is updated online it gives an ETA of 17 weeks. So they just expect me to wait over four months and not say anything. Had to cancel the order in the end.

I really do love the furniture that I've ordered from DWR over the last few years. Everything I’ve ordered has been top-notch in terms of quality and design. The products are built to last and the craftsmanship is almost exclusively excellent. The in-store staff I've dealt with, be it in Denver or Manhattan, have been knowledgable, transparent, and professional. My experiences in-store have been exceptional. That said, their online shipping and centralized customer service could use some work. I recently placed an order online that was listed as "in stock," and they charged my card right away, only for the order to sit in "awaiting fulfillment" for weeks. The delivery date kept getting pushed back, and calling customer service was a headache. Love their products, but they do need to get their logistics together!

Placed 3 ordered with DWR this year. First time ordering with them. First order missed shipping one of the items, the one received had damage. Second order sent wrong item, replacement item sent damaged. Third order was ok, pillows, pretty hard to mess that one up. Avoid shopping here, even their sale prices are more expensive than ordering elsewhere. For instance I order a magus 360 organizer from Farfetch that was $300 less that the DWR sale price and was shipped for free direct from Italy. Never shopping from DWR again!

I ordered a $12,000.00 (yes THOUSANDS, not hundreds), umbrella and specifically stated I would go with the stainless mounting base. It obviously has to have a base to stand up being so large. Took a LONG time to arrive and when I unpacked it there was no mounting base included. I sent a clip of the email stating what was to be included in the quote and was told it wasn't ordered and received an invoice for what was to be included :-(. For an 8" x 8" x 3/16" stainless plate they want $795 PLUS $120 USD shipping, and a two month delivery. I reached out to Lisa whom I was dealing with and that's the answer I got. Almost an extra grand for what was to be INCLUDED. We purchase a lot of this type of stuff for commercial businesses we own and operate and definitely would not use them again or recommend to anyone!