Customer ReviewsforDesign Within Reach

Extremely slow shipping, estimated shipment dates are constantly pushed out. I've bought two different rugs from this site, each well over $800 each, and the wait times have been incredibly frustrating. Surprising and disappointing coming from a company that charges such high prices.

I order mirror on August 14 with the expected delivery in 6-8 weeks. My mirror supposed to be delivered end of September but now the delivery date was moved to February of 2024. This is unacceptable and I would never order this mirror in the first place and the only solution i got from customer service was to cancel the order. This is such a bad customer service from “high end” store you pretend to be. I order sofa from ******* custom made in ***** and it was delivered within 2 months and you selling some low quality products from ***** for big money and you have to wait for it 6 months. Sorry so many better options to choose from.

Not surprised to see so many one star reviews on here. Absolutely terrible customer service. They cancelled an order on me that I did not want cancelled and now I have to wait even longer for it to get delivered. And it doesn't help that they are extremely slow to respond. Terrible terrible customer service.

I purchased two LED pendants (item#*******) worth $509.12 on 9/6/2021. However, I received two chairs instead. I returned the chairs to the ** ***** *****, and the manager informed me that it would take 2-4 weeks for the refund to process. Despite waiting patiently, I never received the refund. I emailed DWR customer service on 6/2/2022, but received no response. Today is 6/1/2023, two years later, and I still haven't received my refund. This situation is a complete joke: the warehouse for incorrectly packing the items, the store manager's attitude during the return, and the lack of response from customer care. I demand a refund of $509.12 immediately.

We ordered about $7,000 worth of ****** ****** Office Furniture back in November of 2021. We still don’t have a full solution. We are business owners and God-fearing people. Its not in our nature to leave bad reviews, however, nearly of a year of a complete lack of communication and what appears to be a circus of no one knowing what is going on, we are now publicly complaining. We understand supply chain issues and deal with them ourselves in own our business. We get that we’ve been in post-pandemic labor force issues, etc. But this really boils down to the level of support after the sale. It's nearly non-existent we have to manage this like a part-time job in order to get people to even reply and offer an update. It's utterly ridiculous and perhaps the worst sales care we’ve ever experienced. The details of my dispute are longer than your form will allow here but it's now 09/14/22 and we still do not have a complete product. In 40 days, it will be one year from ordering. Neither the Design Within Reach location in Edina or the main DWR corporate will reply to us, nor do they care. They replied to our Amex dispute by showing a receipt that the product was delivered. However, we disputed it because HALF of the product was delivered and unusable. To date, we have reopened the case and have no replies from Design Within Reach. Terrible company, both at the corporate level and retail store level.

DWR also owns and manages HAY in the US. Ordered an outdoor lounge chair in May of 2022 that said it would ship in 2 weeks. Then I find out it's been delayed until early July. Now, in early July, I am told October but it still says it's available to ship in 2 weeks on their site and in stock on DWR. A total scam and now I'm fighting to get my money back for the cushion they shipped separately which is outside the 30 day return window.

If no stars was an option, I'd give them that. They don't even deserve one star. Custom ordered a couch and two chairs on January 12th of 2022. Long story short, they kept charging my card (as pending), so I was not able to access about 10K of my credit every time they would do this. This happened three or four times. I would check to see delivery date and the date kept getting pushed later and later, but they would continue to charge a hold on my card. I even reached out via email in May and received a very vague, generic response. After this last time, I'd had enough. This last time they put a hold on my card for the amount, the estimated delivery was pushed to end of AUGUST! I ordered these pieces in JANUARY. They are running some sort of accounting scam or something to stay afloat I think. Why on earth would they be putting a hold for the amount time and again but not delivering my furniture? It makes zero sense. I have never had such a bad experience as this. I will NEVER shop at this place again, in store or on line. Not only that when I called to cancel the order the "customer service rep" told me to go to their outlet store in ****** where he said he just saw two of the pieces I had ordered and then informed me they were half the price of what I would be charged for an online purchase and that the outlet store would deliver to me....WTf?! How is THAT customer service??? Buyer beware.

I ordered 4 Saarinen chairs in February 2022. The chairs were to be delivered May 2-5, 2022. As the expected delivery time came and went, I never heard a word from DWR. I reached out to see if there was an update. To date, they have advised that their internal team has not responded to any inquiries regarding the delay and therefore there is no update. This happened before with another order - that time with a product that was marked “in stock”. This is especially peculiar given their non-stop communication in marketing. And especially suspicious as it relates to items that have increased in price since the time they accepted the order. Curious if DWR or their suppliers are engaging in bad business practices of taking orders to manage their inventory/supply chain but not fulfilling orders to avoid “selling at a discount” at the time of fulfillment/delivery.

After waiting several months I received 2 Profile shelves but with no assembly parts. I reported the same day to the Design Within Reach sales representative. They insist all the parts are there. Weeks later they say there may be a shipping error. A week later still no response. The 3rd party distributor says I must work with the seller (DWR). $3,000 in purchases and all I get is the run around.