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July 2023 by Mark Minyard
i purchased a large number of chairs from DWR. Darren took great care of us and went above and beyond at every turn. i highly recommend DWR.
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April 2023 by Tri D.
Reading the reviews makes me realize they were ordering things during the supply chain issue and does not reflect the amazing service and top notch product that this store has. My original plan was to in fact just schedule an appointment, sit to try out, then order online. However, upon entering, I received some of the kindest service that is near par with Michelin level restaurants. Weiju Chen was the person that helped me and assisted me with identifying my chair, how to make adjustments, explains that the chair comes fully assembled and delivered to my front door, and gave me the breakdown of 12 year warranty and other important details that made me to decide to buy directly from the store. Highly recommend for high end furniture for your home to give a modern look!
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February 2023 by Mike L.
Mikaela helped me out with the purchase of a Herman Miller Embody office chair. I ultimately knew that this was the specific product line that I wanted, but Mikaela was incredibly helpful with showing me fabric swatches and different customization options to get the exact chair that I wanted. Although lead time wasn't a concern for me, she took the careful effort to inform how certain customization options could impact delivery time. Although I was quoted a 5 week lead time, the chair ended up getting delivered completely assembled in just over 3 weeks. I had a great experience and I'm proud to own a piece of functional art in my home office.
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July 2022 by Rene P.
DwR has some very beautiful pieces and the staff are courteous. The positive review end here. I have found their follow-through, communication and customer service to be substandard for a member of the MillerKnoll family. Looking at many of the other reviews, I see I am not alone. On a related note, the email option for contacting DwR Support on its website conveniently doesn't work because "Special characters are not accepted at this time," although I didn't use special characters in my messages. This problem with the website has existed for months. They say they are now working on it. The main issue: My husband and I have purchased a few items from DwR, but the nightmare began when we ordered their Miro bed (Item No. 100169763) on 11/25/2021 through the regional DwR store in Costa Mesa. The original shipping date was 02/16/2022 (11 weeks), and we patiently waited for that date to arrive, checking the DwR Order Status online with the estimated shipping date, as the date approached. A couple of days past the estimated shipping date, the online info changed to 02/23, and the estimated shipping date then continued to be bumped out every few days, until they had changed the date 13 times, finally settling on 03/29. Nothing happened on 03/29, 03/30 or 03/31, so I called both the corporate office (1-800-944-2233) and the regional store in Costa Mesa on 04/01. The different offices gave me different estimated shipping dates in early and mid-May. Also, the DwR Order Status stopped updating its estimated shipping date in March, and it remained unchanged at 03/29 for months. They apparently stopped pretending. Now it remains unchanged at 06/14. In early May (05/05), I called the regional DwR store, and was given a new estimated shipping date of 05/28. I was patient. On 05/30, I called the regional DwR store asking for an update. I called back again every few days, and finally received a call back on 6/20 (3 weeks later), with a new estimated shipping date of 06/27. I was also told that the warehouse had the headboard and that the other components had been off-loaded on 06/15, but it can take up to two weeks for items to be entered into the system, hence the 6/27 date. Nothing happened on 06/27, so I called the regional DwR office on 06/29, 6/30 and 07/01. On 07/01, the regional office finally gave me a new estimated shipping date of 07/15. I also called the corporate DwR office on 07/01, and there I was verbally given a new estimated shipping date of mid-September from the Customer Support Representative (CSR). When the corporate CSR emailed me back saying she is double-checking the new estimated shipping date, I took the opportunity to write her back with my larger concerns about the constant delays, the misinformation, the lack of communication, and the overall unwillingness to offer any accommodations to me as the customer. The only thing DwR is willing to do is cancel the order, which simply gets them off the hook, and ignores the reality that we have been without a bed for months, we still don't have a bed, and that we have spent countless hours and efforts to track the ever-changing (fraudulent?) info from DwR. Since 07/01, the corporate CSR has been more proactive and communicative with me about the shipping date for this order, although she - nor management - has responded to my larger concerns. Kudos to the front-line staff, but it's not enough; we still don't have a bed. Today, 07/07, I was given an updated estimated shipping date of "late July/early August" from the corporate CSR, which would be at least 245 days or 35 weeks or nearly 8 months. This update was simply given without any reassurance, let alone evidence, that this date is any more accurate than any of the other estimated shipping dates that DwR has given me. Today, the DwR website says that the Miro bed is available to ship in 17 weeks. I doubt they are being honest with their current customers either. I understand that supply-side problems and shipping delays are real, but that does not adequately explain these
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July 2022 by Steve VN
Great furniture and helpful customer service?
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June 2022 by Hartley K.
Ordered product in March, with a promised delivery of April 4th. I called on April 4th and was told this was back ordered to end of June. Called store early June to check and was told they did not get a response from corporate but would continue to check. I called corporate and was told it would not be received until September. I appreciate the fact there are supply chain problems, however they forget about customer service in not keeping me informed of delays. I had to check with them. Further they didn't care and simply told me this is happening a lot in their company and If I want to cancel that is okay with them
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April 2022 by Melissa M.
I went in today 4/27/22 around 12:30pm. There were two females working and not one of them even acknowledged me or offered to help (too busy on their cell phones). What kind of customer service is this? I will take my money and purchase my furniture somewhere where I'd be appreciated as a customer. Don't bother coming here!
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September 2021 by Jeff T.
Some nice stuff but it's a poorly laid out floor room. We were shopping for chairs and stools and they are scattered all over the place. Some were even on display in shelves so there was no way to actually sit in them to see how they feel. The Herman Miller chairs were not labeled well. Just not a practical experience. Service is mediocre, no one raised their head or said hi as we came in and looked around. You would expect a higher quality of service for a higher end store.
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August 2021 by Tonya Howell
Before Design Within Reach was located in SoCo, we would have to drive all the way up to Los Angeles to experience the comfort of particular furniture pieces. Thankful that they decided to expand the number of stores and offer to show more pieces in their showroom. More online stores should do the same.
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August 2021 by Rafael Z Bustos
Just LOVE everything in this store. I've furnished my home from essentials purchased here over the years. Knoll, Naguchi, Eames and many more, CLASSIC pieces.
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August 2021 by Stephen G
Poor quality stuff that breaks easily. It's over priced as well. Don't waste your money on cheaply made furniture.
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June 2021 by Zach J.
I walked in looking for a new office chair. I was immediately greeted by Tish who was more than happy to help. I quickly decided on an office chair with the assistance of her experienced input. The chair I ordered arrived damaged, no fault of DWR, and they immediately expedited a second chair that arrived in proper condition. Ultimately, the chair was not a great fit for me and they completely understood, got me a return label and helped me find a chair that was better suited for me. All things considered I would not have considered myself the easiest customer with multiple returns and adjustments however they were more than willing to happily assist to get me what I needed. I highly recommend anyone who is considering getting a Herman Miller office chair, use Tish at DWR, they are knowledgeable and can assist in working directly with the manufacturer, rather than me working with a corporate customer service. 5 stars for customer service and 5 stars for being so accommodating.
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May 2021 by ZackVMB
I am writing this on behalf of a colleague, Who we both have over 25+ years of experience in customer service and sales & both have never experienced such hostility and pure anger from any employee EVER by your employee egotistical old amber. She was a complete joke and clearly should not be working in her current position.
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May 2021 by Amber Erin
Please address the complaints & correct the issue. Your employee Amber shouldn’t be so aggressively rude to people.
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November 2020 by RZB
Just LOVE everything in this store. I've furnished my home from essentials purchased here over the years. Knoll, Naguchi, Eames and many more, CLASSIC pieces.
