Design Within ReachReviews of dwr.com

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)