Design Within ReachReviews of dwr.com

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.

Absolute nightmare to deal with. Clearly they are dealing with supply chain and staff shortages (like all companies) and this is totally understandable. But their back-office and customer service is beyond disorganised - at one point putting two holds for our order on to our credit card (and completely freezing our credit card in the process). It's a shame as they stock some great products, but I would definitely give them pass. We cancelled our order.

I ordered a Wilkes Modular Sofa Group Chair in August when the lead time was 4 weeks. It’s end of December and I still haven’t received it. The delivery window was pushed multiple times. The final and current window is December 16-18. Today is December 27. I still haven't received the delivery information. Customer service has no idea when it would arrive as they cannot give an answer about where the chair might be. I tried to get an answer multiple times. Each time they “escalated” the case and said someone would respond in 3 business days. Nothing ever happened. I keep having to follow up to get more apologies. It’s terrible that they have no accountability or control over their process. They don’t now where their products are, if it arrived at the warehouse or when a customer should expect them. I don’t think DWR has supervisors for online orders. Just specialists that can see what’s already available to customers. Now this chair says “delivers in 2 weeks" but it's taking over 16 weeks in my experience.

Purchase a $6,000+ Eames Lounge Chair from Design Within Reach and it broke out of warranty. All we wanted was repair information/referral so we can send it away for repair. Contacted them by phone & email every month for 9 months and our enquiry is still not answered. Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded.

My order has never once arrived undamaged. The dining table arrived dented and cracked 3 TIMES without any damage on shipping boxes (Yes, I received 2 replacements but they all arrived in similar conditions). On top of a poor quality product, customer service made things even worse. After 7 emails and a 45-minute phone call, it took 2 weeks for them to initiate a refund finally after refusing to acknowledge me and my issue and not responding to most of my emails. I will never shop with DWR again!

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.