Design Within ReachReviews of dwr.com

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.

I placed an order for a rug on Nov 27, 2020. The website said the item would ship on Dec. 7. A month after the order date, the item still hadn't shipped, so I contacted customer service. I was told, I quote: "As of today, our team is currently packaging and preparing the new order for shipment via FedEx." That was Dec 29. It is now January 26 and the item still hasn't shipped. Delays happen; I understand, but don't promise shipping dates you can't keep. That's simply dishonest dealing.

DWR blocks reviews with fewer than 5 stars. I bought a patio set from them that was not fully satisfactory. The products had and still have no reviews on their website. I wrote 3 reviews for various items in the set but the reviews never appeared on the DWR website. There was no explanation as to why the reviews were not published. When I try to submit a new review, the site tells me that my review has already been received. I contacted their customer service by chat to ask what happened to my review, and the agent said he didn't know and that I would have to call customer service. And that is a second issue. The customer service phone line is permanently backed up - in fact it seems they only have one agent since I talked with the same person every time. Half of my patio set order was back-ordered for over a month and when the 2 chairs arrived, both were clearly damaged in transit as they had crooked legs. It's been another month and still no replacement, and I really don't want to spend another hour waiting on the phone for the customer service agent. Summer is almost over and patio weather will be over soon, but still no complete set.