Design Within ReachReviews of dwr.com

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.

Delivery keeps postponing. First February, then April, now June. Seems like they have no control over their supply chain.

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.