Complaints

This profile includes complaints for Design Within Reach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Design Within Reach

  711 Canal St Stamford, CT 06902-6094

• 

  Design Within Reach

  1 Montgomery Street 2nd Floor San Francisco, CA 94104

• 

  Design Within Reach

  332A Santa Monica Blvd Santa Monica, CA 90401-2206

• 

  Design Within Reach

  Scottsdale, AZ 85254-2379

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  Design Within Reach

  455 Jackson St San Francisco, CA 94111-1612

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered six in stock items and only one has been delivered. DWR has been unable to provide a status for the other five items, again all of which it represents as in stock on its website. I have paid over $6000 and have not received any information from DWR, whether by phone or email.

  Business Response

  Date: 07/19/2023

  Unfortunately this item is backordered but we are working directly with the client and our internal teams to receive an accurate estimated ship date.  We will continue to work to get this product shipped as quickly as we can.  

  Customer Answer

  Date: 07/19/2023

  
  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,
  
  **** *****

• Initial Complaint

  Date:06/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January, I purchased a chair from dwr. They said the estimated delivery would be March. I understand about delays, but I had to contact them to figure out what's going on after March arrived with no info. They eventually said delivery would be end of June. They schedule delivery. On the day, I miss a call from them and see the truck driving away. I immediately call back, the woman incorrectly said she called twice and the driver was knocking on my door, neither of which was true. Driver returned a couple minutes later, refused to open the box because it was threshold delivery. I opened it myself to discover it was the wrong chair. Driver wouldn't take it back, so I called and emailed dwr to report the issue. One person told me I would have to return and another told me I would do an exchange. I want to just return/refund the incorrect product. Separately I received an email charging me for not being home at delivery, which was not true and thankfully that person waived the fee. I sent photos of the wrong chair two times because they couldn't find the first photos. I'm waiting for someone to tell me how to return for a refund. I love the dwr products but the delivery company is awful and the customer service at dwr leaves a lot to be desired. I'm so ready for this ordeal to be behind me.

  Business Response

  Date: 07/07/2023

  We are happy to confirm that as of today, this customer has been refunded in full with no shipping or restocking fees.  

  Customer Answer

  Date: 07/11/2023

  
  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,
  
  ****** ********

• Initial Complaint

  Date:06/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since January I have been emailing back-and-forth with design within reach, but they keep on lying to me and giving me different reasons every time they reply to my email. I received half of my order in February and it is unclear to me whether the second half of my order even exists. When asked to speak to a supervisor, they told me one would call and that never happened. They keep on giving circular responses that make no sense whatsoever. I know it can take time for high end items to be delivered but it’s been six months and I received the first half of my order five months ago. There really is no excuse. The customer service is terrible. This has been a terribly frustrating experience, and I want other consumers to know that this happened to me so that they can avoid it happening. DWR has offered me nothing in the way of monetary compensation or apologies.

  Business Response

  Date: 06/23/2023

  We are happy to confirm that this order has shipped, and management has worked directly with this customer to provide a refund for the delay.  

• Initial Complaint

  Date:06/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ****** ****** Cube Couch from Design Within Reach on sale for $6836 on November 28, 2022 and was promised delivery on February 1, 2023. The couch did not arrive on February 1, and I contacted the sales associate I worked with, Daniel L*****, to ask why. He told me the shipment was delayed and promised to keep in touch with me on its progress but did not. I had to continuously check back to see what was happening, and when he did reply, he’d tell me he had no information. The couch finally shipped on March 28, 2023, and when it arrived, the box had multiple holes punched into it and the bottom of the couch was damaged. I refused delivery of the couch, not wanting to sign something that said I’d accepted a product in good condition. Since the couch had gone out for delivery, my card was charged and the couch was fully paid for, even though I had no product. I contacted the sales associate again and provided photos of the damaged shipment. I asked that he arrange a rush shipment and a different delivery service, but he said that wasn’t possible. He told me he’d get in touch when there was a new estimated delivery date available. He did not, and I had to contact him again to request it along with a new invoice. He finally replied to say that the couch would arrive in mid-May. I contacted him on May 1 for an update and he made the mid-May promise again. Mid-May came and went and still nothing. I contacted the sales associate again and received no reply. At this point, Design Within Reach has had $6836 of my money for 2 months, and I still do not have the couch I paid for. I called the manager of the Chicago North store this week to complain. Joe looked up my order and promised it was being allocated, and said he'd call back to make sure delivery will be confirmed. This was extremely poor service: from the sales associates’ lack of communication, the repeated delays, the damaged shipment, and the taking of my funds without delivery of a product.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a lamp with them in march 2023 that ended up being too big. When I tried to return item the costs of shipping exceeded the cost of the lamp itself and I called insisting that they honor their return policy (which states NOTHING) about coverage of international shipping costs. It been over 2 months that they have repeatedly stated over emails that I have to wait for a Fed Ex shipping label and to no avail no one has contacted me nor have I received any information. This is outrageous. The shipping costs 900$ to return and the lamp costs around 700$. It has been very frustrating to say the least. I just wanted to return my item for a smaller size. I will NEVer BUY FROM THEM AGAIN

  Business Response

  Date: 06/01/2023

  We are happy to confirm that as of 5/25, a full refund has been issued.  

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, I received two ***** Lounge chairs from Design within Reach. The price of these items was approximately $3000. The items were delivered unboxed. The chairs we wanted were ***** armless side chairs. We sent the items back immediately with the transport company. My husband inadvertently signed the paperwork, prior to discovering the chairs were wrong. The chairs have not been recovered, due to no fault of our own. Zach at DWR refused to issue a refund, claiming the paperwork was signed. Zach’s customer service team did not make a good faith effort to track down the driver. Repeated calls to customer service led nowhere. Zach doesn’t return emails. This experience is so frustrating—the worst part is the cavalier dismissal by the staff.

  Business Response

  Date: 04/10/2023

  Thank you for taking the time to inform us of the issues you had with your order with Design Within Reach. We appreciate all feedback both good and bad as we work to provide best in class service and products. We are truly sorry to learn that you felt unsupported and that your order shipped incorrectly. We take these types of issues very seriously and as such, we are working with the designer on your order to ensure a resolution to your case. A Manager will be in contact with you in 1-2 business to discuss the matter further. 

• Initial Complaint

  Date:03/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/19/23 I placed order ********** for an item which was listed as being in stock. My credit card was charged the full purchase price of $7,071.44 and I received an email confirmation that my order would be delivered between 3/30 and 4/1. Since then, the order status on the merchant's website has remained at "Awaiting Fulfillment" and the delivery timeframe has been pushed back (without notice or explanation) multiple times. On 3/22 I called customer service and spoke to Samantha who told me she had opened an urgent case and would call me back with more information by the end of the business day. When I had not heard from her by about 4 pm I called again and was told the warehouse was actively working on my order and someone would call me by 7 pm. After not receiving any such call I called a third time the following morning and spoke to a rep who was extremely rude and dismissive, claimed the previous update about the warehouse working on my order false, and told me she could not do anything, could not provide a shipping date or delivery estimate and I should just continue to wait and maybe someone would contact me within a few days. I asked to escalate the call at which point she said could not connect me to a manager and hung up on me.

  Business Response

  Date: 03/31/2023

  We are happy to confirm that this order was delivered on 03/30.  We also provided the customer with a partial refund for the frustration experienced with this order.  

  Customer Answer

  Date: 03/31/2023

  
  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. I have received the item and see a pending credit of $1,299 in my credit card issuer's app. Once this credit is posted/finalized I will consider the issue satisfactorily resolved 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 21, 2023 I am extremely upset. Design Within Reach's delivery co. contacted me and promised a 3 hour delivery window (from noon until 3 pm) and promised to call half hour before arrival. They never called half an hour before. They called from my house when they arrived, half an hour AFTER the 3 hour window had ended. I was not home because I told them I am attorney and had court papers to file before the court clerk office closed at 4 pm. The delivery man LIED to me and said he didn't have cell phone service (but he called me deom my home and amazingly eceryone else who has ever come to visit or deliver HAS service just fine) and LIED about the 3 hour window for delivery. They refused to leave item and berated me. I missed a half day of work! I do NOT recommend this company because they use an irresponsible and dishonest delivery company. Irresponsible dishonest people should not be coming to people's homes!

  Business Response

  Date: 02/28/2023

  We are happy to confirm that we worked with the customer directly, and as of 02.24 this order was delivered.  

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a phone purchase from the company. As on my bill, the regular price I was told was $1395 with a discount. I checked on their website and the regular price is $995. Is it not illegal to boost the regular price when putting items on sale?

  Business Response

  Date: 02/14/2023

  "Account Executive connected with client directly to explain the difference in price is due to different sizes of the item."  Tell us why here...

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered furniture from Design Within Reach January 16, 2022. upon ordering, they put a hold on my credit card for the entire order amount. There were some snafus with how the charged my credit card, and, while I got those issues resolved to my satisfaction, communication and follow-up were poor throughout the ordering process. Foreshadowing. My furniture did not actually arrive until September 26, 2022. I understand supply chain issues and the like, so (while frustrated) I knew that custom furniture could take a while. Communication during the 9 months I waited for my furniture was non-existent, and my requests for status updates were generally not returned. When our order arrived, however, one of the legs of our new couch was damaged and the rug that was delivered was not the one I had ordered. I immediately filed a complaint on the delivery and asked for a replacement leg and the correct rug as soon as possible. I was assisted by a gentleman named Hani who was helpful and empathetic, and assured me that everything possible would be done to make my order good. It has now been four months since the delivery (and a full year since I initially placed my order), and I am still awaiting the new leg for my couch and the correct rug. Communication has gone dormant again, and I can't get anyone to respond to my emails or give me an ETA on my order. I am beyond frustrated. This is high-end furniture at a high price point, and I cannot believe the poor communication and lack of attention to detail I have seen from DWR. I love the furniture they carry, but will look for alternatives to avoid doing business with them in the future. In the meantime, though, I would like immediate information on • When will I receive the replacement leg for my sofa? Why has it taken so long? • When will I receive the rug I ordered? I just got a new catalog and the rug was in the catalog. • How will I be recompensed for the unsatisfactory delays and miscues in fulfilling my order?

  Business Response

  Date: 01/27/2023

  Design Within Reach is currently working directly with this customer on the replacement order.  As of today it's estimated to ship early February.  We will continue to personally monitor this order.  

  Customer Answer

  Date: 01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I can confirm that the business has been in contact with me and has communicated additional (and clearer details) on timing, I will not view the complaint as successfully resolved until I have received my correct rug, replacement couch leg and the financial reimbursement that I have discussed with DWR. 
  
  Sincerely,
  
  **** ***********