Design Within ReachReviews of dwr.com

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.

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.