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Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded. I purchased 4 Hoffman side chairs with cane seats and backs. I loved the comfort and look of these chairs. HOWEVER, after 4 years the cane began to break!
DWR Exclusive
The tragedy is we love the piece and quality, but customer service has been vague and slow to respond. I just got burned by Design Within Reach. Delivery of desk was scheduled for this afternoon. Spent the morning removing everything from my office, taking out my old desk, cleaning everything out to prepare for installation of new desk.
Delayed order and condescending customer service
I hope I get it before the bill comes due. I tried to get them to return the rug without delivering it but they refused. So now I have to go through the same thing all over again.
Reviews1.8
Recently, they did lose a recliner in transit, but they refunded it promptly and offered to replace. I’ve never had an issue returning things, and the pieces I have kept have been beautiful. Mistakes happen, especially during covid, but I have been impressed with how well DWR has dealt with them. Design Within Reach is your source for the best in modern design, from iconic mid-century works to innovative items designed today.
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This was due to sheer negligence. They caused thousands of dollars of damage. We have provided receipts, invoices, and photos. We have been chasing them since December. They will NOT take responsibility. I have purchased furniture from DWR many times and the service has always been great.
DWR needs to improve their customer service
After waiting months for my order, received the wrong items from shipping company, XPO, who insisted I sign for the wrong items. Extremely rude when I refused to sign for the wrong items. 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.
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You may be waiting a long time for your items to arrive with no accurate info on when to expect it. I've had issues with multiple orders being delayed, and customer service giving false wait times. They say weeks, and then when after weeks go by and I check in on the shipping status, customer service then tells me it's actually months now. Last year, I waited 9 MONTHS for 2 throw pillows.
Delivery time came and went, no notification at all from the bottom of the barrel shipping company DWR uses. Complete day wasted and now I'm without an office until they reschedule. If you value your time at all, buy from someone else who uses a better logistics company. Clearly they are dealing with supply chain and staff shortages (like all companies) and this is totally understandable. It's a shame as they stock some great products, but I would definitely give them pass. DWR's shipping company, RXO, drove through our landscaping during a delivery.
Furniture
DWR was very dismissive and simply said that there is only a 2 year warranty. These chairs cost over $2000 C and that is simply unacceptable. This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. OKW acted as the design architect's representative through construction and completion process.
Claim your profile to access Trustpilot’s free business tools and connect with customers. 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.
I wouldn't have bought the item without the discount. Be careful when ordering from them and make a screenshot of your order before clicking on the payment button. Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Frequent coordination with out of state design and engineering teams allowed for a fast tracked construction schedule.
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They will delay delivery for months. They then use a so-called "white glove" delivery service by the name of Ukay. 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.
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 paid in full for a $3000+ Bed we cannot use and DWR has the gall to pend another $1000 charge for the replacement footboard.
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Many high price design stores do not charge excessive fees, and I think Design Within Reach ought to reconsider their policy. The mission of DWR is to provide customers with access to the best modern and classic furniture at a reasonable price. I ordered two coordinating pouf and tray sets. The company sent out fabric samples to confirm the fabrics we were ordering. When we went to order there was no color/fabrics written on the order. There was also no trays included on the invoice.
But then I ordered a rug which I had to return. They IMMEDIATELY charged a restocking fee of the retail price, though I got it on sale, and the amount was very large. The refund has been excessively long in coming.
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