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. Products used:Eames Lounge Chair from Design Within Reach Service Returns Date of experience: December 8, 2021Zero-star rating belonged to my first-time (and the only-time) purchase experience from the online store of Design Within Reach. I purchased two Nerd Chairs from its online store recently - both chairs were shipped in a simple box without any wrapping/packaging. Not surprisingly, one chair was damaged upon its arrival. For the price tag the store charged, I would expect some level of care taken with product wrapping/packaging in shipment. Customer service was super slow and bad. I will never buy anything from Design Within Reach! Date of experience: July 22, 2020Sent the wrong lamp then didn't respond for weeks when I reached out multiple times to get the right product. They finally responded, shipped the lamp and requested wrong lamp back. Since I never heard from them and didn't know what going on had installed wrong lamp and now need to return new lamp which is pretty annoying. Lamp quality not worth the headache of dealing with this place. Tip for consumers:Do not shop here. Products used:Lamps Service Value Shipping Returns Quality Date of experience: March 27, 2022I ordered 2 Profile shelf units 4 months ago. The main shelves arrived a month ago without the assembly parts. They insisted I had everything. Then 2 weeks later they think maybe they were lost in shipping. Still no follow up. I pay over $3,000. And all I get is the run around. They were shipped from Knoll who could be at fault but speaking to them directly they say they can do nothing because I bought the products from DWR. This is ridiculous. Tip for consumers:At this point I feel giving reviews of uncooperative companies is important. Products used:Waiting for assembly parts for shelves Service Value Shipping Quality Date of experience: April 12, 2022Just pray you don't have any problems with your order. Customer service does not reply to emails and I am wasting lots of time holding on the phone to solve an issue with my order (they shipped the wrong item). Shame on DWR Date of experience: October 11, 2021I bought 4 bar stools at the Miami store on September 21 because I was told they were in stock and I would get them by September 30. I have repeatedly called the store representatives and nobody knows what`s going on. They just mention it`s a "system glitch". I don`t get any updates on my case unless I call them and I feel totally abandoned by the company. The other day I called the Miami store and Daniel laughed at my despair in a clear disrespectful attitude. Yesterday, I called customer services and the representative hung up on me while I was complaining about the situation. Is this the way DWR treats its clients? Tip for consumers:none Products used:none Value Shipping Date of experience: October 22, 2022My order was shipped in separate packages. When one of them was stuck on "label created" for almost a week I reached out to them - the customer service team didn't seem to care less and impatiently told me to wait for a WEEK for the tracking to update. When they finally acknowledged there might be something wrong with the shipping, they claimed they were gonna ship a replacement and someone would contact me in 2 business days - that never happened. I received the 3rd package miraculously 2 days later - and it was the completely wrong part, wrong size, wrong color, wrong shape. Service Value Shipping Returns Quality Date of experience: November 13, 2022Told our order would ship in 12 weeks. Ok. 12 weeks later they said it would be another 16 weeks. 16 weeks later they told us - 1) it'll arrive in 8 weeks. 2) next person - well, we never really know if its arriving at all until we open the container to see whats in it. So it might not be here in 8 weeks. Website since has said shipping in 1 week. The next week it said shipping in 19 weeks. The following week it said shipping in 2 weeks. Net - It's been almost a year. 'Available to ship immediately' has worked for us in the past, but anything, even with a 'ships in 1 week' status is just bogus. Pure garbage info. And don't waste your time asking customer service. Service Date of experience: July 3, 2022I received two Risom lounge chairs in August 2022 from DWR. The delivery service was a subcontractor called $#*!erson Transport. The chairs were wrong and we sent them back within five minutes. My husband hastily signed the acceptance form in error. The chairs disappeared. Despite multiple attempts Zach at DWR refused to issue a refund, replying that the document contained our signature. Customer Service was abysmal—no returned calls. The onus was placed on me to produce the chairs. I will never patronize this company again. Date of experience: March 22, 2023I am an interior designer and this has been the absolute worst shipping/order fulfillment I have ever experienced in my life! I ordered a bedroom set with an 8 week lead-time. Now, 20 weeks later, and still no bedroom furniture! And they have been stringing me along the entire time. When I call customer service they promise calls back and never call. They have no internal system for order tracking, so good luck trying to get actual answers and real information. You just order and wait and wait and wait and wait... The only reason they don't just come out and say "we don't know when or IF your order will arrive" is because they are afraid of cancelled orders. And cancelled orders is what DWR deserves! They absolutely don't deserve my business, and they absolutely don't deserve yours! STAY AWAY! STAY AWAY!... Going forward, I most certainly will! Never ever again! Tip for consumers:Do not buy from them... Go directly to Herman Miller... Or choose another manufacturer all together. Products used:still waiting! Date of experience: August 3, 2022They have some nice pieces some of which are made and shipped from Europe so if the shelves for the unit you ordered don't get included in the box that's being shipped from Italy, instead of waiting just the normal 12 weeks for the item you have to wait 24 weeks for the whole thing to arrive. They don't have fedex in Italy?. DWR needs to shure this up because they don't warn you about this before it happens. But the sales people meet this flaw with a smile so I guess that's something! Date of experience: June 27, 2021I placed an order for a bed and mattress in November of 2021 and was given a 5 week delivery date. In January the delivery was pushed back to the end of February. Since then the delivery date has been delayed at least 5 times and the latest estimate is now September. During this whole episode the DWR website has continued to state that the expected delivery period for these items is between 2 and 4 weeks. As of today, June 17th 2022 the delivery date is stated as 2 weeks in the DWR website and as of today DWR have stated that my bed will not be delivered until September-9 months after the order was placed. Is DWR just inefficient and clueless, or are they dishonest and misleading-make up your own mind before ordering. Service Shipping Date of experience: June 17, 2022I ordered 4 Knoll chairs for a dinette. I received 3 chairs in mismatched upholstery. I rejected them. It took 3 weeks to get a credit. I canceled the 4th. The 4th was billed on my AmEx 3 month later. I called to have it canceled again. It has been 3 weeks. Still no credit. Tip for consumers:Don't shop from Design Within Reach. Terrible service, products...etc Products used:None, returned all Service Value Shipping Returns Quality Date of experience: November 9, 2023STAY AWAY. Do not purchase ANYTHING from Design Within Reach. They will delay delivery for months. They then use a so-called "white glove" delivery service by the name of Ukay. Ukay is not ok, it is terrible. Ukay will refuse to arrange for a four hour delivery date and time in advance and routinely turns down proposed dates and times shortly before the requested delivery date and time, making it impossible to make reasonable arrangements for delivery, as they did twice in my case. 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. Products used:None. I had to fight them to refund my money. DONT BUY FROM THEM. YOU WILL BE SORRY. Service Value Shipping Returns Quality Date of experience: March 30, 2022Wow. This place has this worst web site back end, worst customer service agents, and worst policies when THEY mess up. I placed an order online. They charged me. Then disappeared. I never got an email. Nothing. So then I have to take 1 hour 40 minutes to figure out with multiple Einstein what is going on. I was told that dwr.com often loses orders or they don't go through. Even though they take your money and their website says it is 'processing.' I just wanted to know what was going on. I didn't realize I would be sucked into the Planet of Privileged Airheads. Wait, that would be rude airheads. After all that time, what is their solution? They say that they'll happy charge me again and manually place the order (as stated above their website often cheats people) and then - perhaps - do a refund of the other order but it's not in their system and so they can't do a refund. So they have stolen from me. And have no reason to ever speak to me again. I'm shocked. I've bought other things there. Truly not within reach as your order never gets to you - but you pay for it! Really, stay away from these cheats. You can but such things other places. Products used:Nothing. They charged me but their system lost the order and will not give me a refund as they say it’s still processing. Makes zero sense. Service Value Shipping Returns Quality Date of experience: August 16, 2022I have several DWR pieces in my home. I have had good and bad experiences with ordering from this company. The good thing I can say about them is that they do correct any problems that arise, and they don't leave the customer taking a loss. The bad thing is that you might have to fight for your rights. For example, I received an upholstered DWR chair that had been damaged in shipping (cracked wood frame). The damage was slight, but the piece was pricey and I had paid for perfect! So I demanded a return and full refund. They tried to discourage me from returning it, but they gave I when I pushed back. So if you stand up for yourself you are fine with DWR. Their delivery fees are high, it sometimes they offer deals on that. Date of experience: January 24, 2019We bought 6 dining chairs, outdoor furniture set, 2 small tables, blanket, standing lamp, closet, eames chair, coffee table in the last couple of years. Needless to say we are good customers. The last thing we bought was the Noguchi coffee table for 1800$ 4 months ago. A week ago our 5y old daughter leaned on it, the wooden base cracked. I contacted DWR and filed a claim. At first, we had some miscommunications and couldnt get our issues resolved (thats why i only give 4 stars) but Kate at DWR helped us out and we couldnt be more happy with how this was handled by her. We will definitely keep shopping there as they have so much amazing furniture! Date of experience: April 25, 2018We purchased an EOS picnic table, 6 chairs and a bench. It was a very expensive purchase. What a disappointment. We take great care of this table- purchased a cover to shield it from sun and rain, wipe it off according to directions with only soap and water. We always use placemats and runners to try and limit food on the table. It is an aluminum black table. There is no way to prevent any spillage or finger prints despite the placemats. It is a picnic table! Every hand print and food stain is permanent. It is the worst surface imaginable. Our very expensive high end table looks like a mess- as if we never wipe it off. DWR's customer service said it was out of warranty and there was nothing they could do. They said try removing stains with an eraser sponge which was a joke. They said I should purchase a cover which I had already told them I had. I am so sorry I purchased this from the company. DO NOY BUY the EOS table or chairs under any circumstances. I won't ever buy anything from DWS after having made multiple product purchases in the past based on their poor product quality and awful customer service. Stay away! Products used:Outdoor furniture Service Value Returns Quality Date of experience: September 7, 2023I was connected to Juan M. At this 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! Service Value Shipping Returns Quality Date of experience: April 5, 2021Over one year after placing an order with Design within Reach, I can confirm that this store has unbelievably bad customer experiences designed for you. Well, that's if you experience anything like I did. In Dec 2021, I ordered a DWR sectional sofa, which was estimated for a March 2022 delivery. That seemed like too long a wait, but my husband and I decided to be patient given global supply chain hoo-hah. Well, now in December 2022, we just canceled our long-overdue order—which was delayed for the most part because Design within Reach LOST MY $7k ORDER! Yup, the store that promises good design is so poorly designed in its systems and processes that they lost my order for nearly a full year AND didn't know it was lost for that time. As a customer, you also don't have any way to check the status of your order except for calling or emailing your original in-store sales rep, which just adds to the confusion and terrible user experience. While our rep was always very friendly and capable and did the best she could, we all were ultimately hamstrung by a business whose administrative execution is absolutely astonishing, especially considering the high-priced, high-end, and high-margin items they're selling. I absolutely do not recommend DWR. Tip for consumers:Shop elsewhere! Products used:Sectional sofa Service Value Shipping Date of experience: December 27, 2022Paid $400 for delivery. Paid for merchandise. Delivery date passed and they cannot/will not telll me where my merchandise is or when I will receive it. With standard tracking this is UNACCEPTABLE! Tip for consumers:Find another company to do business eith Products used:Chairs Service Date of experience: October 16, 2023WORTH EXPERIENCE EVER... Bought many thing ( MORE THAT 10)... sale person friendly etc.OK But this situation been: RIDICULOUS, FUNNY AND DISRESPECTFUL... I still waiting... to know when I may get "Flight Recliner Chair " "DWR Exclusive" I Bought in august 2017... I STILL DONT KNOW when I will get it... MAYBE 2018!?!?! I AM TIRE to deal with the excuses or even better the lack of information! In between getting calls and emails asking me if i wanna buy more things... REALLY... i still don't get my original order and want me to buy more! NO WAY! Neither a note of sorry... and of course no discount or REFUND of any way... Does my time has value...? What will be happed if i don't pay to DWS for 6 month? PLAYING WITH YOUR TIME & YOUR MONEY...! DONT BUY ANYTHING THERE... EVEN WORTH IF ARE EXCLUSIVE FROM DWS! You can get same thing better price & service at: hivemodern.com hivemodern.com Date of experience: December 29, 2018My inquiry was with regard to my Sonno Prima visco-elastic, memory foam mattress (for the twin bed size). Date of experience: April 29, 2019