Design Within Reach

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.

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.

Be prepared for a lengthy wait and a lot of frustration. Our Nelson thin edge bed, ordered December 28, was delivered in February without the thin edges. When we contacted customer service about the two missing pieces, after sending photos as requested we were told they would send out a new delivery. When the delivery arrived, it was yet another bed platform missing the same two pieces. It's now April, and all we have to show for our numerous calls and emails to customer service, are a fed-exed package of bolts and screws that may (or may not, for all we know) be used to install the missing rails when (if?) they ever arrive. The estimated delivery date keeps changing and the latest report is that it's not in stock and scheduled for May. Our patience is wearing thin!

I was connected to Juan M. at the Miami location via the DWR website chat, my order was placed over the phone based on the photos online. I ordered several pieces of black outdoor furniture from him: 2 chaise lounges, table, chairs, cushions. What I received looked nothing like the photos I was shown and placed my order based on. There were white fibers/threads sticking out through the fabric from something underneath and the fabrics stitching wasn’t straight. Juan acted like he totally understood and then I guess after speaking with management changed his tune. I asked for replacement ones that were solid black (like photos I was shown), or substantial partial refund if I had to keep these, or come pick up my entire order and issue me a FULL refund. (I of course bought all these pieces to go together). After no help and numerous emails back and forth basically saying "tough luck deal with it" he offered a measly $200 refund. (I spent over $3,000) NOT OK. Over a month later I still didn’t have even the $200 refund... Gabriela T., The General Manager of the store, took over. She told me should would get an additional refund but had to go to corporate for approval. NEVER DID. She was a nightmare to deal with, completely condescending and rude. Called me one day 6 times in a 2 hour period and not because I wasn’t answering, I answered every time for her to just talk in circles and waste my time. I am soooo disappointed as I had numerous other items I wanted to purchase from DWR but they do not care or value you as a customer. DO NOT RECOMMEND this company or their employees!

Hands down the worst customer experience from a store that I’ve ever had. And this is after having purchased an Eames chair from them. 1) The office chair I purchased doesn’t work. It cannot be adjusted up or down. And this is waiting after 9 weeks for the chair. 2) I’ve sent them video of the issue, and they will supposedly take it back and refund me. 2). It’s been sitting in my home for 21 days and they have done neither. 3) this was purchased with the intent of earning airline miles through the Delta shopping site. DWR didn’t honor that and also delayed that. (Which now doesn’t matter since I’m returning it). Bad service. Bad product. Lost customer!

Horrible experience as a customer in Mexico, I will not recommend the brand to my friends and acquaintances, I am great to pay. When there is a problem I am a nuisance.

UPDATED: After having been told that my remaining numbers would not ship until July, the vendor did make an effort to find final pieces and shipped the remaining items in late May. Better than July, so I added a star to the rating for trying to make me happy in a difficult situation. Ordered unique house numbers online. Their shopping cart system generated a thank you email with an order number and they promptly charged my credit card for the entire order. No other communications, no shipper tracking number, so after two days I contacted them by phone; first bad sign, their phone system dropped my call while on hold during the first try so I had to call back. I asked for a status update on my order. That's when they informed me that two of the numbers had gone out and the other two were on back-order for 3 months. Too late to cancel the entire order, and my card had been charged for all of them, so I am left waiting for two house numbers to complete my project. Needless to say, I am not a happy customer. I should have been informed of the out of stock situation at order time so I could choose whether to continue or cancel. When I received the shipment that *had* gone out, there was no indication on the shipping receipt that two other numbers had even been purchased and not fulfilled. I like the merchandise they sell, and generally they sell the originals - not knock-offs - which is great. But, charging for items unshipped in not acceptable and not having any automated means of informing the customer about backorders is not acceptable.

We have worked with Design Within Reach on various of our projects and have never been disappointed. Their team has always provided us with the utmost efficiency on all our orders, quote and sample requests. Their pieces are of the highest quality and all of their NYC showrooms are well stocked and beautifully showcased. We look forward to continue working with them and recommending them to all our future clients!

DWR is amazing. Have used them for many years on a variety of projects and always had a great, successful outcome. Highly recommend Design Within Reach! They take great care of their clients and ensure the highest level of product possible. Great company!

We have worked with Staci Gleasman in New York City for awhile now and she is fabulous. She is very responsive, efficient and reliable. Design Within Reach has high quality products that we love using on our projects. They make buying a wide variety of pieces easy for us.

Great products, excellent finition and express delivery. Those guy are pros. I will buy from then again as their service is worth their higher prices.

We have worked with Gary Greene at DWR for years. He is extremely helpful on projects and goes above and beyond to insure our clients are fully satisfied with their merchandise. Aside from their amazing product line, the service exceeds our expectations.