Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Folk Ladder Mirror through Design Within Reach on Feb 2, 2025. This furniture has multiple components for assemble. When the furniture was delivered on Tuesday 2/4/2025, I found a part missing in the package for this furniture. So there is no way for me to put it together. I reached out to the company to explain situation. They requested me to return the whole package to their warehouse and couldn't send me the missing piece. I decided to return the package. The return option provided by the company is a ***** ground shipping label. As the furniture is too big for me to drop off at a ***** location, I scheduled a pick up. But ***** didn't come to pick up on the pickup date - Friday 2/7/2025. I reached out to the company again. They said they have no control over ***** and suspect if I really scheduled a pickup. I asked if they have another delivery company they work with which is easier to return the furniture. The customer service said the other option has a cost and tries to push me to continue using *****. I understand the company wants the furniture to be returned. But first of all, this is not my fault. It's an oversight by the furniture company. They should be more responsible to arrange pick up/return, especially for such a big furniture. It shouldn't be my job to figure out how to get this package returned.

  Business response

  02/10/2025

  Hello,

  Thank you for contacting Design Within Reach. We are so sorry to hear of your recent purchasing experience and the troubles you have had completing your return. We strive to make our return process as easy as possible. We do see that a member of our team has contacted and we are currently working with ***** to have a pickup arranged for you on the next available business day. We will continue to keep you updated via your existing case with any and all updates as we have them. Once we have confirmation your pickup was completed, your refund will be processed. We do, again, apologize for these inconveniences and any frustrations they may have caused and rest assured we are working to have this resolved.

  Customer response

  02/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  1. I have returned the whole furniture;

  2. The business shouldn’t charge me for damaged goods (the package has missing part). 
  
  Sincerely,
  
  ******* ***

  Business response

  02/11/2025

  Hi Youting,

  We do apologize, again, for your recent purchasing experience with us. It does appear your refund was processed today void of any return fees. Additionally, ***** pickups are free and do not incur any charges. We apologize for the information that you were given and we will review your prior interactions with our team to address any training opportunities. Rest assured you were not charged for any returns or pickups here. Your refund will appear on your original payment method within 3-5 business days depending on your bank's processing time. We do hope to better impress you in the future.

  Customer response

  02/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My couch, order ********** purchased from Design Within Reach last year, is 5 months old and has started to have a severe fabric pilling issue. When I made a warranty claim on the issue, DWR denied my claim and responded, "This matter has been reviewed by the vendor. They have advised that this appears to be due to usage of the item and friction and is not considered a defect." However, I would argue this is a defect and not "due to usage". The couch is only 5 months old, is used just about 3-4x weekly, and is used normal purposes, i.e. sitting on the couch to read or watch movies and TV. Any common couch will withstand that usage without pilling. This is a defective product and should be replaced.

  Business response

  02/11/2025

  Hi *******,

  Thank you for contacting Design Within Reach. We are so sorry to hear of the recent troubles you have had with your sofa. At Design Within Reach, we understand how important it is to maintain the appearance and quality of your furniture, and we appreciate the opportunity to assist you.
  This matter was reviewed with management, the manufacturer, and our warranty teams. Upon review of the photos and details provided, the manufacturer found that the pilling you are experiencing is a normal characteristic of synthetic fabrics and is not indicative of a defect. Pilling occurs when loose fibers work their way to the surface due to friction and everyday use. However, other factors such as a pet frequently sitting the sofa, certain clothing types, and general day to day use —can accelerate the process due to their movement and contact with the fabric.

  We do want to ensure you have the perfect item for your home and that you are happy with your product. Upon further review, our management team has approved replacement cushions to be sent to you at no additional cost. Your replacement cushions are shipping directly from the manufacturer to you and are currently estimated to be fulfilled in early August.

  We appreciate you giving us the opportunity to rectify this issue and we will continue to keep you appraised of your replacement cushions. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a console that was delivered defective. Jean in customer service was wonderful and ordered me a replacement and allowed me to keep the original while waiting for the replacement. I ended up canceling the replacement because a friend of mine received one that was damaged as well. Jean was wonderful with setting up pick up and my damaged console was picked up the day before Thanksgiving. It is now Jan 20 and I still do not have a refund!!! I emailed several times when Jean told me somehow they could not refund my ****** account??? I’ve had no problems before or after…ok… they were going to send out a check the following Friday, Jan.3. I should allow 7-10 days for it to get here. Emailed and called again last week, “we will check on it”. Emailed again today, supposedly the check was issued on Jan. 17!!!! Why do I have to work so hard to get my refund????????

  Business response

  01/21/2025

  Hi *******,

  Thank you for contacting Design Within Reach. First and foremost, we do sincerely apologize for the delays in receiving your refund and any frustrations this may have caused. We have followed up with our finance team who has confirmed that check #***** was mailed out on 1/16 via ****. Typically, most checks are received within 5-7 business days of mailing. Unfortunately it does appear that our internal team did experience some issues which prevented the prior check from being mailed sooner and we do, again, sincerely apologize for these inconveniences. Our management team will be contacting you directly as well to ensure you have an open line of communication should you not receive your check within the coming business days. 

  Customer response

  01/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The DWR Website states Delivery of the product within 2 weeks An Email on order from sales person confirms a 2 Week Lead time Additional components were ordered on 7/22/24 8/13 – I received an email stating the estimated ship date was 8/27- 8/29 Actual ship date was not until Sept 5th . Delivery date was Sept 5th . 11 weeks after the order was placed Sept 5th. I hired someone & paid for them to come unpack & assemble the bookcase. We immediately unwrapped/ unboxed all of the components. I informed DWR (via telephone & email) that one of the major components was shipped in the wrong color. WE cannot install the bookcase without this piece. This product is an exclusive product distributed by DWR, and it clearly states on their website as of today promoting a current sale of the item, that it ships in 2 weeks . I have been in daily contact with Jay Dathorne – general manager of the store, (via telephone & email ) she informed me that the vendor has not been able to locate the missing piece. On September 10th I informed Jay, (via telephone & email) that if she can not provide a firm date for shipping the missing component by end of day Sept. 10th, to Initiate a return & schedule the pick up of the bookshelves . Jay confirmed that she will request the white glove delivery team to come pack up all of the items & that a return would be immediately initiated. As of today September 12th at 5:30 pm, No one from the store has returned my numerous phone calls or emails, to confirm the pick up of this merchandise. Additionally A new charge has appeared on my credit card WITHOUT AUTHORIZATION OR PERMISSION for an additional $91. I have no idea what this charge is for . This merchandise is spread across the entire floor & no movement has been made to resolve the matter . There are literally 5 pages of this exact complaint on Better Business Bureau websites. Over a dozen of the same complaints!

  Business response

  09/13/2024

  We have alerted and are working with the studio management team to ensure a resolution for your case. 

  Customer response

  09/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Nothing has been done ! They took two weeks to pick up the faulty merchandise. I paid an installer to un- pack the boxes and had to pay his minimum fee .

   This is one of many complaints regarding the same exact issue . This company is advertising the same merchandise ON SALE !!!  deliverable in 2/3 weeks . Yet they could not supply a single missing piece after waiting 3 months ? 

   
  
  Sincerely,
  
  ****** *****

  Business response

  09/20/2024

  We appreciate your patience and apologize for the experience. The studio has removed the merchandise and we have refunded you in full. Upon receipt of the requested receipts for additional service work required, we will be happy to review further to assist. 

  Customer response

  09/30/2024

  Absoliutely Nothing has been done on the part of the vendor .

   

  Please do not close this case -

   this vendor is notorious for taking months to respond , if it all There has been no direct response, and no re-imbursement of promised  credits for Installation expenses.

  Please see attached.

   

   

   

  Business response

  10/02/2024

  We have received the updated requested invoice for service from the client and were able to proceed with their refund. This information was also emailed directly to the client along with the receipt. We appreciate their patience and are sorry for the issues with the order. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 25th, 2024, I placed an order with **************** for the ****** *****, totaling $2204.72 (Order # **********). I understood that the chair was in stock and would be delivered promptly. However, unforeseen circumstances have caused a delay in the delivery. As this was intended as a birthday gift and will not arrive on time, I contacted customer service to request an order cancellation. Regrettably, customer service informed me that the order could not be canceled as it had already entered the processing stage. The product was eventually delivered on September 6th, 2024 (***** Tracking # ************). Subsequently, I reached out to customer service to initiate a return, but my request was denied. According to the store's refund and return policy, I am within the stipulated timeframe and terms to request a full refund, subject to a $59 return delivery fee for ****** ****** branded products. I kindly request your assistance in facilitating the issuance of a return label from ****** ****** so that I may return the product and receive a refund. Thank you for your attention to this matter.

  Business response

  09/11/2024

  We are so sorry for the frustration. We are reaching out to you directly to learn more information.

  Customer response

  09/11/2024

  Business reached out and issued a return label. return was picked up today. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the product on 7/30. It was shipped under two packages, I only got one package on 8/2 since the other package got demaged on shipping route and got returned. I asked for the replacement to be shipped, and it was showing shipped on 8/5. As of today, the product is still showing shipping label created instead of actually being on the way to me.

  Business response

  08/12/2024

  Hello and thank you for contacting Design Within Reach! We are so sorry to hear about your recent order and experience and your issue with receiving your replacement. It does appear that your replacement is in transit to you via ***** tracking ************ and is currently estimated to be delivered on 8/12. A member from our Customer Service Team has also followed up with you via case ******** and we will continue to assist you until we have confirmation this has been delivered. If should have any further questions, please do not hesitate to reach out to us via your case and we will be happy to assist as needed. We appreciate your patience and giving us the opportunity to make this right!
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 bedside lamps. The lamps are shown on the site as bedside lamps. The product is either defective or of such poor quality, the neck broke with in a few months of installation. We may have hit our head on it once of twice, but we did not hurt out heads so the lamps certainly should not have broken. To my thinking to break the neck of a metal lamp one must do so deliberately!! It should not happen with regular use. DWR will do nothing to compensate us. I fear the same thing will happen with a replacement, but I am willing to try that, They said we can take it to be repaired. (get the electrician to uninstall it, send it for repair and then get it back will cost what a new lamps would!) They should replace it. If I have to get the electrician here twice, I'd rather get a lamp that is actually made for the bedside and return this broken one and the one that is not yet broken. However, it this one lamp is defective, another one will not break. Other explanation is that these lamps are so fragile, they should not be installed next to a bed or anywhere that one might bump gently into it. DWR general does not like to take any responsibility for what they sell. I will not be buying from them again. They also have a lot of trouble with deliveries. They have lovely items and it is a shame that when something goes wrong, they cannot be bothered.

  Business response

  05/20/2024

  Hi ******,

  Thank you for contacting Design Within Reach. We are so sorry to hear of the issues you are having with your recent purchase and we are happy to assist in making this right. Management has followed up with you through your existing case with this matter regarding the next steps on rectifying this situation. Please do not hesitate to contact us directly so we can assist as needed and we do look forward to making this right for you.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My item was delivered several months after I ordered it. Then a month later my item cracked at the base. Given the cut and talking with the agent on the phone they agreed that it was a manufacture issue. I sent several pictures and they told me there was nothing they can do after several months. It was as if they were trying to find out the warranty. I spent a lot of money on this stool for it not to last six months. The other stool I received was completely fine. Order number **********

  Business response

  04/09/2024

  Customer service and management has reviewed the photos provided with the manufacturer's warranty team and our product inquiry team. The damage to the item was not deemed defective and is unfortunately not eligible for a replacement or refund at this time. Management provided the customer a discount on a future purchase should they wish to re-purchase this item at a lower price.

  Customer response

  04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: this damage was a manufacturing defect. There is no way I could have created a surgical cut on this piece of furniture. It looks like it was cut and held together by glue. Manufacturing defects are covered under the warranty. This item is too heavy to move around or drop that’s why the company had movers deliver it to me. I sound like a repair or replacement. There handling of this is inappropriate. They are giving me a 20 percent off and free delivery which is a promo already on their website instead of repairing the stool I received.
  
  Sincerely,
  
  ****** *****

  Business response

  04/10/2024

  We are truly sorry for the outcome and the decision regarding the damage to the stool. We know this is not the decision you were hoping for and we do, again, apologize for the frustrations. Rest assured this matter was reviewed by management and our product and warranty team as well as the manufacturer. Upon reviewing the documentation sent, it was found that the damage to the stool was not a manufacturing defect and we are unfortunately unable to offer a replacement at this time. Management has followed up with offering 20% and free shipping should you choose to reorder the item as it is not currently on sale. Additionally, we have provided contact information for a reputable furniture repair company who can assist in repairing the stool as we do not have an in house repair team. We truly do not mean for this to cause any upset and we do again apologize for frustrations here.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/29/2023 I ordered a ******* Table with a ******* bench and 4 ***** Chairs. The furniture was delivered on 7/5/2023. The bench has a very large glide at the end of the leg which is routered into the walnut leaving a very thin layer of walnut, approx 1/16" thick around the perimeter. When the bench is sat upon the glide compresses and expands and it cracked the end of 2 legs one of which a substantial piece of walnut broke off. The bench comes with a 1 year warranty from Design within Reach and 2 years from the manufacturer. I contacted the local Design within Reach store * **** ** *** *** ***** *** ****** *** ***** (###-###-####) and requested they replace the bench or at minimum replace the 2 defective legs and was told that chipping is considered normal wear and tear. The wood does not even touch the floor because of the glide at the bottom of the leg and the bench has only been used 1x since purchase. When you see the legs in person it is obvious that the design and installation of the glide is the issue. They recommended that we contact the ********* ***** and have it repaired at our own cost. We provided 7 photos that clearly showed the issue being the size and installation of the glide but they refused to do anything. I had contacted both the sales rep Marc C***** (***************) and Gabriela (****************) who either currently is or formerly was the store manager to get a resolution. At this point it seems that they are unwilling to even have somebody look at the leg to determine if it was a manufacturing issue but more surprisingly is their unwillingness the honor a warranty against manufacturing defects which I believe this to be. The bench cost $1525.75 (the total order cost $7,134.50 with tax). The original order number is *********. As you can see on the attached photos, there is very little wear on the glide and absolutely no sign of dragging or scraping of the wood leg which voids their description as normal wear and tear.

  Business response

  01/17/2024

  Customer service Management has collaborated with the Manager of the studio where this order was placed. The customer is receiving a replacement bench. I'm happy to report this matter has been resolved. 

  Customer response

  01/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have placed 2 orders on 11/12/2023 and 11/13/2023 with a salesperson at the DWR **** **** store. For order ********* lounge chair, we payed $8773.59 (original price before tax $9495 20% off) including $399 shipping and order ********* credenza $2674.12 (price before tax $2695 10% off). We initially wanted to wait for a better discount but were told by the salesperson that the company is going to refund the price difference after delivery if cyber sale has better promotions. Our purchase was close to thanksgiving and the cyber event started on 11/22/2023. The promo offer was lounge chair 25% off + free shipping and credenza 20% off and entire order EXTRA 5% off (we are expecting a refund of approx. $1046.82 + $399 for lounge chair & $401.11 for credenza). We have contacted the salesperson immediately after receipt of items on 11/22 and he said that he would bring up to management to process. Followed up after a week and he confirmed again if the furniture were both delivered for the refund process to kickoff. Promo emails arrived in my mailbox everyday and ironically we did not receive any updates from DWR until the sale event was over. Another 10 days no response, we again asked for estimate time and he finally admit that he needed to submit (3 weeks and he hasn’t even submitted the request yet) and even claimed that the store 14 day policy period has passed and he needs time to figure out what discount he could apply right now. Basically during the whole period, they are simply stalling till the price adjustment period is over. We had to call their support number for help and again was told the 14 day period was over and we should’ve called earlier. They can’t apply the EXTRA 5% nor free shipping right now and only able to offer partial refund. DWR don’t respond directly to requests, instead they play games back and forth. We need someone to resolve the issue. After reading similar complaints on BBB, looks like this has been a recurring issue for others.

  Business response

  12/13/2023

  We are truly sorry for the disconnect regarding your sale price compensation and we are happy to report that your credits have been processed and verified. A manager is reaching out to you with confirmation and documentation for your records. 

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have only received email regarding the refund of order ending ****. I haven't heard from you about the other order yet. I called the support team yesterday as well, and the team was not able to provide the current status of it either. 

  I will leave this case open until I have received the full refund.
  
  Sincerely,
  
  ** 

  Business response

  12/22/2023

  We will continue to work alongside the studio where the order was placed to work toward a proper resolution for the client. 

  Business response

  12/22/2023

  Please accept documents showing all agreed upon refunds for this client. We are confirming that we have provided the appropriate resolution to this matter. 

  Business response

  12/22/2023

  Confirming we have coordinated with the studio where the order was placed and all relevant refunds have been issued. 

  Customer response

  12/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩