Design Within Reach
reviews and complaints

As someone who appreciates modern design, I was drawn to Design Within Reach for their authentic furniture pieces. However, my experience was a mix of highs and lows. While the products themselves exude quality and style, the customer service left much to be desired. Issues with missing parts, delayed deliveries, and unresponsive support tarnished the overall experience. It's disappointing when such a reputable brand falls short on crucial aspects of customer satisfaction. Despite the allure of their designs, the inconsistency in service may give potential buyers pause.

We've been shopping at Design Within Reach (dwr.com) for a long time now, and I must say, their furniture collection is impressive. Over the past couple of years, we have invested in some great pieces from them, including six dining chairs, an outdoor furniture set, two small tables, a beautiful blanket, a standing lamp, a closet, an Eames chair, and a coffee table. With such high-quality furniture, it's no wonder we keep coming back for more.

Speaking of the coffee table, four months ago, we purchased the Noguchi coffee table for a whopping $1800. It was a big investment for us, but we didn't mind splurging on something that we knew would last for many years to come. Unfortunately, a week ago, our little 5-year-old daughter leaned on the table, and before we knew it, the wooden base had cracked. We were devastated and didn't know what to do next.

We decided to contact Design Within Reach for help and file a claim. However, we faced some miscommunications at first, which was quite disappointing. But, luckily, we got in touch with Kate, who works at DWR, and she was kind enough to help us out. We couldn't be happier with her assistance and how she handled the situation. It's essential to have someone who cares about their customers and goes above and beyond to ensure their satisfaction.

Overall, we're very pleased with how DWR handled our claim, and it just goes to show that even the best brands can have some issues now and then. That said, we still highly recommend DWR to everyone because they have some of the most amazing furniture in the market. And remember, investing in good-quality furniture is always worth it in the long run.

We had high hopes for Design Within Reach when we placed our order, but unfortunately it didn't go as smoothly as we hoped. We were initially told that our order would ship in 12 weeks, which we accepted. However, 12 weeks later we received an update that it would be another 16 weeks. Needless to say, we were disappointed to wait such a long time.

The updates on our order continued to be inconsistent, with some representatives telling us it would arrive in 8 weeks while others said they weren't sure if it would arrive at all. To add to the confusion, the website showed different shipping times every week. At one point it said it would ship in just 1 week, but the following week it indicated it wouldn't ship for 19 weeks.

All in all, it's been almost a year since we placed our order with Design Within Reach. We've had success in the past with items that were "available to ship immediately," but even items with a "ships in 1 week" status turned out to be unreliable. The information provided to us by customer service was inconsistent and unhelpful to say the least.

It's a shame that our experience with Design Within Reach has been so frustrating. We're still holding out hope that our order will eventually make it to us, but it's hard to have much confidence at this point. If you're considering making a purchase from Design Within Reach, be prepared for a potentially long wait and be cautious of the shipping estimates provided.

So, I was super excited to get this new bed and mattress, but boy was I in for a ride when I ordered from Design Within Reach! I put in my order in November of 2021 and was told I'd get it in just 5 weeks. That sounded reasonable enough to me. But then, come January, I got an email saying there was a delay and I wouldn't get my delivery until the end of February. I was bummed, but figured it was just a delay and I'd still get my bed soon enough.

Well, that was just the start of it. The delivery date kept getting pushed back, again and again. By now, it's been delayed at least 5 times (I've lost count, honestly), and the latest estimate is that I won't get my bed until September. And get this, the whole time this has been going on, the website has been saying the expected delivery time for my items is only 2-4 weeks! That's just not right, if you ask me.

I'm frustrated and fed up with Design Within Reach at this point. It's June 17th, 2022 (yeah, I've been waiting that long), and the website still says my delivery is only 2 weeks away! I've been told differently, of course, and now they're saying it won't be until September. That's 9 months after I placed my order! I mean, come on.

I don't know what to make of all this. Are they just bad at managing orders? Are they clueless about how long things will take? Or are they being intentionally dishonest and misleading customers? It's hard to say. I'll let you be the judge of that. But, either way, I definitely won't be ordering from DWR again anytime soon.

So, I gotta tell ya, I got a few killer pieces from DWR in my crib. But lemme tell ya, it's not always sunshine and rainbows with these cats. I had some good experiences but I also had some bad ones too. But here's the dealio, they do take responsibility when stuff goes wrong and they ain't trying to scam ya. But, you may have to put up a good fight pally!

Here's an example: I ordered this dope upholstered chair from DWR and it came all messed up from the shipping monkeys (the frame was bent in a few places). I paid a pretty penny for this thing, so I was like, what's going on here? I demanded a refund and to send it back. They didn't want me to do that but I put on my big boy pants and let them know I was serious. Eventually they gave in and made things right. Word to the wise, if you don't roll over, they'll bend over backwards for ya.

Now, don't get me started on their delivery fees, those suckers can be as high as the Ferris wheel, but they do got deals from time to time. So, if you want the real deal, head on over to DWR and just keep your eyes peeled for what's up and you'll be chillin.

As a working interior designer, I have had my fair share of experiences with different furniture companies, and I have to say that my experience with Design Within Reach (dwr.com) has been nothing short of terrible. I placed an order for a bedroom set with an estimated lead time of 8 weeks. However, it's been 20 weeks, and I'm yet to receive my furniture.

I have been calling customer service repeatedly, but all I get are promises of callbacks that never happened. It seems they have no internal system for order tracking since I couldn't get any reliable or factual information from them. All they do is keep stringing me along and fob me off with empty assurances. It's been a frustrating experience, to say the least.

I have come to the realization that the only reason they haven't been upfront with me about the status of my order is that they are afraid of losing my business. That's because, with such abysmal service, they truly deserve to lose customers. Design Within Reach unequivocally doesn't deserve my business, and I cannot, in good faith, recommend them to anyone else. My advice to anyone reading this is to stay away from this company entirely.

After this experience, I have made up my mind never to shop with them again. It's been a complete disaster at every turn, and I've reached the end of my patience with them. I can't help but feel frustrated, disappointed, and let down by their lack of professionalism and care towards their customers. Design Within Reach is a company to avoid at all costs, in my opinion.

This was my first shopping experience with Design Within Reach and it turned out to be quite disappointing. I purchased over ten items and the salesperson was friendly enough during the transaction. However, my experience with customer service since then has been ridiculous, funny, and disrespectful.

The main issue is with the purchase of the Flight Recliner Chair, which is exclusive to DWR. I bought it in August 2017, but I still don't have any idea when I will receive it. Maybe in 2018? I am tired of dealing with the excuses or, better yet, the lack of information. On top of that, I keep getting calls and emails asking me if I want to buy more stuff when I haven't even received my original order yet. Not a single note of apology or a discount or refund in any way.

I feel like they are playing with me and my time. Does my time not have any value? What would happen if I didn't pay DWR for six months? This is a matter of principle and I won't stand for it.

Do yourself a favor and do not buy anything from DWR. Even if they have exclusive pieces, it's not worth the hassle. You can find comparable items with better prices and service at websites like hivemodern.com.

So, I recently tried to order something from dwr.com and let me tell you, it was quite an experience! Firstly, their website is a bit wonky in the back end. I placed an order, they charged me, but then it disappeared into thin air. No email confirmation, nothing. After an hour and forty minutes on the phone with multiple customer service reps who seemed more interested in their own privileged lives than helping me out, I finally found out that dwr.com has a bit of a reputation for losing orders or not processing them properly, even though they happily take your money and advertise that your order is "processing." I felt like I had been thrust into the Planet of the Airheads!

After all this time and energy wasted, what is their solution? They offered to manually place the order again and charge me twice (since their website often cheats people; apparently they're aware of this but aren't doing anything to fix it) and then maybe, just maybe, do a refund for the original order that never made it to me. But guess what? Since the original order isn't in their system, they can't do a refund. So basically, they've just stolen my money and now have no reason to ever speak to me again.

I'm completely shocked by this experience. I've bought things from dwr.com before, but now I'm not so sure. It's really not "within reach" if your order never gets to you but you still have to pay for it! So, do yourself a favor and stay far away from these cheats. You can buy similar things from other places without the hassle and headache.

This DWR situation was an absolute disaster. My husband and I decided to order a DWR sectional sofa from the website in December of 2021. We knew that the estimated delivery date was March of 2022, which already felt like a long wait, but we decided to be patient since we understood that there were global supply chain issues.

Fast forward to December of 2022 and we ended up canceling our order. Why, you might ask? Well, it turns out that Design Within Reach LOST OUR $7,000 ORDER! Can you believe it? A whole year went by and the store had no idea that they lost our order.

To make things even worse, they don't offer any way to check the status of the order online and the only way to get any information is by contacting your original in-store sales rep. Our rep was always very nice and helpful, but despite her efforts, we just couldn't get any answers from DWR. It was an awful, confusing and frustrating experience that I would never wish on anyone.

I mean, it's really disappointing because this is a high-end store that promises excellent design, but their systems and processes are clearly lacking. It's hard to trust a company that loses a $7,000 order for almost a year and doesn't even know it!

Overall, I would never recommend DWR to anyone. They clearly have a lot of work to do on the administrative side of things. It's just not worth the risk.

I recently had a less than satisfactory experience with Design Within Reach (dwr.com) and one of their employees, Juan M., at their Miami location. I had found some black outdoor furniture that I liked on their website and reached out to Juan through their website chat to place an order over the phone. I ordered two chaise lounges, a table, chairs, and cushions. However, when the furniture arrived, it looked nothing like the photos that I was shown and based my order on. There were white fibers sticking out through the fabric from something underneath and the fabrics stitching wasn't straight.

At first, Juan seemed understanding when I reached out to him about the issue. He said that he would help me get it sorted out. However, after speaking with management, his tone changed. Even after several back-and-forth emails, he was unwilling to offer me any kind of substantial refund or replacement.

After a month of no progress, I was finally put in touch with Gabriela T., the general manager of the store. She initially promised to get an additional refund for me, but ultimately failed to do so. She was also incredibly difficult to deal with, being very condescending and rude. She called me multiple times in a single day, even though I answered every time, just to waste my time and talk in circles.

Overall, I was extremely disappointed with my experience with Design Within Reach. They clearly do not value their customers and their employees are unwilling to own up to their mistakes. I had even planned on purchasing more items from them but will no longer be doing so. I would not recommend this company or their employees to anyone looking for quality furniture.

Meagan at the DWR Toronto location was quite helpful when we visited on May 17,2022. We were in search of a sofa-bed and tried a sofa from the same manufacturer. We found our desired sofa-bed and ordered and paid for it, costing us $8,751.85 including taxes. However, due to backlogs, we were informed of our delivery in September. We requested a delay by a month as our condo wasn't finished yet, but we were advised against it. At last, we received it on September 15, and we had it kept in a storage facility to ensure safekeeping. We opened it on November 11, and to our disappointment, we found it very uncomfortable upon sitting.

We reached out to Meagan about returning it as we did not anticipate any discomfort rolling in for the amount we had spent. Initially, we were informed that the 30-day guarantee had passed, but given that we hadn't used it and were forced to accept it, they would consider our request as an exception. However, on November 20, Meagan informed us that a 10% restocking fee would be charged if we wished to return the sofa-bed. We couldn't return the sofa-bed so, on November 22, we purchased a new sofa instead. But to our utter disbelief, on November 23, Meagan emailed us stating that she made a mistake and that we could not return the sofa-bed after all. She then apologized for the "inconvenience."

We were tremendously frustrated by this turn of events as this was a brand new piece of furniture that we had never used before and had to purchase a new one despite feeling unfulfilled with this purchase. When we enquired about speaking to the store manager, Meagan redirected the blame to the Regional Manager, who was unavailable. We requested her name and contact information, but we were left without a response.

To escalate our issue, we contacted DWR customer service on their website on December 9. However, initially, we were informed that the duration of the return period had passed and that we should have tried it when it was delivered. We clarified our situation by forwarding a picture of the sofa-bed and its packaging, indicating that it was exceptionally well-packaged, making it impractical to unwrap and try it out at that time. We were then redirected to contact Meagan "for further assistance on our return request," which led to no results even after various emails sent on Dec 15 and Dec 29.

Ultimately, on December 30, Meagan confirmed that the retailer would not accept the return, stating that she was "sorry for the inconvenience." This has resulted in us losing over $8,750, which is outrageous. It's incredibly disappointing to experience this type of service. We purchased a pristine piece of furniture, which we haven't used, waited months for its arrival, paid for storage and relocation, took delivery when inconvenient, and have now been refused a return. We feel cheated, robbed off our hard-earned money, and this is an utter lack of customer service.

I purchased an Eames chair from you about 6 years ago for about $6,000. The chair was beautiful but had an obvious design flaw having to do with the stock mounts which provided a flimsy connection with glue and short screws. The chair broke about a month ago and I accepted that there was no warranty to cover the cost, however getting a proper quote in a timely fashion has been like pulling teeth.

.com for their terrible customer service! I had to reorder my item three times, and each time they sent me the wrong item. It was a complete waste of time, and I only got my item after a month of waiting. The worst part is that they don't even apologize for their mistakes. It's like they don't care about their customers at all.

I was excited to purchase from DWR.com because they have a great selection of modern furniture, but after my experience with their customer service, I will never shop with them again. It's not worth the frustration and the time wastage. They really need to step up their game if they want to keep their customers.

On a positive note, the quality of their products is great. I love the sleek and modern design of the furniture. It's perfect for anyone who is looking to elevate their living space. The price point is a bit high, but it's worth it for the quality.

Overall, I would recommend DWR.com for their products but be prepared for terrible customer service. If you have any problems with your order, it may take a while to get it resolved. But if you're willing to take the risk, their furniture is definitely worth the investment.

So, I dropped a whole lot of moolah on a sweet Eames Lounge Chair from Design Within Reach, only to have it break all outta warranty. Big bummer, dude. All I wanted was some help finding out where I could get it fixed up, ya know? So, I tried calling and emailing 'em like every month for NINE FLIPPIN' MONTHS and they still haven't given me squat for info. I even talked to one of their store managers on the phone like 31 days ago and sent follow-up email, but nada. Talk about not coming through for the customer, man.

I recently ordered a lamp from Design Within Reach (dwr.com) and unfortunately, they sent me the wrong one. I was pretty bummed about it, but I decided to reach out to their customer support team to get it sorted out. I reached out multiple times, but it took them weeks to respond. I was starting to get pretty frustrated, but eventually, they got back to me and shipped out the correct lamp.

However, things didn't end there. They requested that I return the wrong lamp they had sent me, but I never heard back from them about how to go about doing that. In the meantime, I went ahead and installed the new lamp and realized that it wasn't really worth the hassle of dealing with this place. The quality of the lamp was just okay, but the customer service experience left a bad taste in my mouth.

All in all, I wouldn't really recommend Design Within Reach (dwr.com). While the product was okay, the customer service experience left a lot to be desired. If you're looking for a hassle-free experience, you might want to look elsewhere.

Yo, so I’m pretty bummed about my experience with Design Within Reach aka dwr.com. I copped two Profile shelf units four whole months ago, ya feel me? But get this, when the main shelves arrived (finally) a month ago, they didn’t include any assembly parts. I hit up DWR and they was tryna tell me that I had everything I needed, but I ain’t no fool, I know what I order. Then two weeks later they hit me back, thinking maybe the parts got lost during shipping or something. But did they follow up? Nah, son. And get this, I paid over 3Gs for this ish and I ain’t got nothin’ but excuses. It’s whack, yo. They saying it might be Knoll’s fault since they shipped it, but when I hit them up, they can’t do nothin’ cause I bought from DWR. This whole thing is ridiculous and I wouldn’t recommend ordering from them.

Design Within Reach has a good selection of furniture pieces, with some of them being made and shipped from Europe. However, it's important to note that if the shelves for your unit are not included in the box being shipped from Italy, your wait time may double - from the typical 12 weeks to 24 weeks for the entire order to arrive. It's a curious thing that there is no FedEx in Italy, but this seems to be something that DWR needs to improve on. Despite this shipping issue, the sales people at DWR are pleasant to deal with and always ready to help with a smile.

I got my hands on two Risom lounge chairs from DWR in August 2022. These chairs were meant to be super comfy for me and my family to lounge around on. Unfortunately, things didn't go as planned.

First off, the delivery service was a subcontractor called $#*!erson Transport. Let's just say that I wasn't impressed with them. When the chairs arrived, they were wrong! We sent them back within five minutes, but my husband made an error and signed the acceptance form hastily. This caused a whole lot of confusion. The chairs disappeared and we were left with nothing to sit on.

I reached out to DWR multiple times, but I ended up speaking to Zach. Unfortunately, he was not helpful at all. He refused to issue a refund, stating that the document containing our signature meant that we had accepted the chairs. This made me feel helpless, as I had no way of getting my money back. I even had to produce the chairs myself!

The customer service I received from DWR was abysmal. No calls were returned, and I was left feeling frustrated and unheard. This whole experience left me feeling disappointed and let down. As a result, I will never buy anything from this company again.

In conclusion, I cannot recommend DWR to anyone looking for high-quality furniture. The lack of communication and poor customer service really turned me off. If you're looking for good customer service, DWR is not the place to go.

I gotta tell ya, I just ain't too happy with my purchase experience at Design Within Reach. I bought me two Nerd Chairs from their online store, and boy howdy was I disappointed. Them chairs were shipped in plain ol' boxes without any fancy schmancy wrapping or packaging to protect 'em. Can ya believe it? And as ya might expect, one of them chairs was totally done in by the time it got to my doorstep. Now, I paid a pretty penny for them chairs, and I reckon that sorta price oughta come with some level of care when it comes to shipping the dang things.

But it ain't just the shipping that's got me down in the dumps. Them customer service folks over at Design Within Reach weren't exactly zippin' and zappin' to get my issue resolved. In fact, I found 'em to be downright slow and unhelpful. And that's just plain unacceptable in my book.

So, needless to say, I ain't plannin' on buyin' nothin' else from Design Within Reach. I reckon there's plenty of other stores out there that can offer me good quality products at a fair price, without all this hassle. Ya feel me?

Design Within Reach's shipping process seems to be more trouble than it's worth. My order was shipped in several packages, and one of them was stuck on "label created" for almost a week. I got in touch with their customer service team to inquire about the delay, and they seemed indifferent and eager to get me off their hands. They advised me to wait for a WEEK for the tracking to update, which was not very reassuring.

After waiting for another few days, I contacted them again, and they finally acknowledged that something might be wrong with the shipping. They promised to ship a replacement part and assured me that someone would get in touch with me in two business days. Unfortunately, that never happened. I was left in the dark, wondering when or if I would ever receive my purchase.

Amazingly enough, I received the third package just two days later. However, it was not what I had ordered! The part was completely wrong; it was the wrong size, the wrong color, and the wrong shape. I couldn't believe it! My frustration level was off the charts, and I was at my wit's end.

All in all, my experience with Design Within Reach has been less than satisfactory. Their shipping process and customer service leave much to be desired, and I wouldn't recommend them to anyone looking for quality products and reliable service.

Okay, listen here folks. I got me some bar stools from the DWR website a while back, and let me tell you...it was a whole ordeal. I was told they had 'em in stock and I'd get 'em quick, but boy was I wrong. Ain't nobody know what's goin' on there, they just keep sayin' it's some sorta system glitch. I mean, come on now, keep me updated or somethin'! I feel like I'm left out in the cold, all on my own. And don't even get me started on the customer service. I called up the Miami store one day and this guy named Daniel, he was just plain rude. Laughin' at my problems like it's some sorta joke. And don't even think the customer service folks were any better. I was complainin' about the whole situation and one of 'em just straight up hung up on me! Is this the way they treat us customers? Ain't nobody deserves that sorta treatment. I guess I'll just stick to buyin' my furniture elsewhere from now on.

I had a horrendous experience with Design Within Reach (dwr.com) and strongly advise against purchasing anything from them. Be prepared to wait for months before you receive your items. And when they finally do arrive, be ready for a terrible experience with their “white glove” delivery service, Ukay.

Ukay is simply not ok. They refuse to arrange a delivery date and time in advance and turn down proposed dates and times at short notice. This makes it impossible to make reasonable arrangements for delivery, as they did twice in my case.

What’s more, Design Within Reach seems to turn a blind eye to Ukay's appalling service. All they say is that Ukay is a white glove service, when in fact they are a third rate outfit.

I urge you to take my advice and stay far away from Design Within Reach. Trust me; you do not want to go through the same experience I had to endure.