Design Within Reach

Feb 5th, 2023

Terrible order handling. If you can order from another place, avoid DWR. I ordered four chairs on December 13. I received two of them on December 21st. A month and a half later, after some painful back and forth with customer services, one of the chairs is still missing. The communication has been bad, with not much confidence or compassion. This service is unacceptable for a brand like yours, handling expensive designer pieces. At this point I'm wondering if I will ever receive my fourth chair. If I could, I would have rated zero stars.
Jan 23rd, 2023

Bought a small item in-store. Still hasnt arrived ~6 months later. I get the sense that this place operates in bad faith.
Jan 22nd, 2023

My wife and I purchased a number of items from DWR recently. Due to their error in routing the items through the wrong delivery carrier, we only received 2 of 8 of the items. We've waited well over a month for the remainder and repeatedly tried to find where the remaining items in the order is. DWR's service team has been rude and unresponsive. We've gone to the task of contacting the delivery service provider and confirmed that they don't have the items. We continually get assurances from the DWR service team that they will look into it and get back to us but never get a response. When we've asked to escalate the issue to a more senior person on the team, we've been stonewalled. Their items may look nice, but customer service has been beyond post-COVID bad.
Mar 4th, 2023

I wrote the attached review and I got a computer generated response from DWR as if they actually care about the review and their customers. Part of their response is for me to contact them, which I did more than 2 weeks ago. So far nothing. Probably just goes to an inbox that nobody ever looks at. THERE IS ABSOLUTELY NO CUSTOMER SERVICE AT DWR. On May 17, 2022 we visited and met with Meagan at the DWR Toronto location. We were looking for a sofa-bed but were only able to try the sofa from the same manufacturer. We liked it and so ordered and paid for the sofa-bed. Total cost, including tax was $8,751.85. Because of backlogs it would not be ready until September. In the middle of September we were told that it was ready to be delivered, but we asked that it be delayed by a month because our condo was not yet finished. We were told that they could not store it for us and so we had to take delivery. It was delivered to our house on Sept 15. We then had it moved to a storage facility until we moved it back to our condo on Nov 11. Once we unopened the packaging and sat in it we found it to be very uncomfortable and so contacted Meagan to see about returning it. Initially we were told that it was now past the 30 day guarantee, but given that we had not used it and were forced to take delivery of it, she would check to see if an exception could be made. On Nov 20 we were told by Meagan that we were OK to return the sofa-bed, but would be subject to a 10% restocking fee. We then purchased a new sofa on Nov 22. On Nov 23 Meagan emailed and said I hate to admit this but I misread the date. I am so sorry. We were now told that we would not be able to return the sofa-bed but that she was sorry for the inconvenience. Really?? I suppose the inconvenience of trying to sell this on Ebay? When I emailed Meagan and asked to talk to the store manager, she emailed back that the Regional Manager made the decision, but that shes not available to speak. Really?? I then emailed asking her to show me the courtesy of giving me her name and contact information. She has not yet responded. On December 9 I contacted DWR Customer Service from their website. Initially I was told that the return was beyond the 30 days, and we could have opened the sofa-bed and tried it when it was delivered to us. I then forwarded a picture of the sofa-bed and how it was packaged. It is extremely well packaged and so the thought of taking all of this apart just to try it out is ridiculous. At this point I was directed to contact Meagan for further assistance on your return request. I assumed this meant they were about to accept the return. I emailed Meagan on Dec 15 and again on Dec 29. On December 30 she emailed back that they would not accept the return, but again that she was very sorry for the inconvenience. This is not an inconvenience. This is more than $8,750! I am so disappointed in the lack of customer service. This is a brand new, never been used piece of furniture that we paid for months earlier and then sat in the original wrapping until we received in November. We were forced to take delivery much earlier than we wanted and have had to pay for shipping to storage, then to our condo and then back again, along with storage for this whole time. We were also told that we could return it, purchased a replacement and subsequently told that a mistake had been made. After all of this they will not honor a return? This is not poor customer service. It is non existent.
Feb 8th, 2023