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April 2024 by Susan H.
I wish I had done my homework on DWR before I spent nearly $4000 on a chair there. The first delivery of the Milo Baughman Recliner 74 I received had a number of manufacturing flaws. Thankfully, the delivery person noticed these and pointed them out to me. The store offered me a discount or a replacement. I took the replacement. Now the metal clips have fallen off and all they will tell me is that the chair is out of warranty. I get that but the professional repairman I consulted with said this never should have happened and that they ought to pay for the repair. I never realized this until I spoke with someone from Thayer Coggins but this is not a genuine Milo Baughman. It's a knock off. If you want the real thing, shop where Thayer Coggins is carried. If you think you want to buy anything there take a look at the Better Business Bureau website first. DWR has a beautiful showroom but buyer beware of shoddy products. Because of the way I felt treated by the customer service rep who sounded like a robot repeating that the chair was out of warranty, I will never set foot in that store again.
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January 2024 by Ted A.
Bought an Eames office chair, found out it was too short and had to return it....but I live hundreds of miles from the Palo Alto store.....when I started the return process, Chris, the assistant manager, was very helpful and arranged to have the chair picked up, then helped with the refund, which was complete, including the shipping charges.....my experience was excellent and recommend Chris if you're going to DWR in Palo Alto.
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September 2023 by Varun Singh
The service is abysmal, don't come here.I went here today ready to buy a Herman Miller chair, but I wanted to know more about the types of chairs, sizing, and why I should spend ~4x the price of typical office chairs to buy this chair.When I walked in, I had to wander to find the store employees who were just chatting away without a care in the world. So I initiated saying I was interested in office chairs, they pointed me at a staircase and said they were upstairs and went back to their chatting.So I wander around the chairs for a bit. It was so messy I couldn't even tell which chair was which. So I went downstairs again and asked for some help.A very apathetic employee said she'd help. She then told me Herman Millers are good. I asked why and what makes them better than other chairs. "They just are". Okay, do they have anything special? "They're really adjustable. But so are all the other chairs" Okay...I learned nothing about the chairs. A literal random stranger would be able to tell me more than the employees of this store.Don't bother coming here.
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August 2023 by Wanyen Lo
It's better to buy online or go to the SF store instead. The service from this store doesn't match the high price tag at all. Not worth the time and hustle. Buy somewhere else.We have very bad experience with this store:(1) We ordered a chandelier earlier this year, which was supposed to arrive within 4 weeks, but it took half of a year for us to get it. We called the service center several times during the wait and they admitted the time estimate they provided was bogus. We also called the salesperson that placed the order for us in the Palo Alto store, but she told us bluntly to "stop hunting her down" because she didn't know what to do as well.(2) We ordered dining chairs in the store, but never received anything. Called the store and found the order was cancelled arbitrarily. The salesperson also didn't know what's going on...
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July 2023 by Jake Ellowitz
We purchase desk and shelves. We paid $400 in addition for installation of the shelves. When design within reach delivered the furniture they said "we can't install the shelves" which was an interesting development given we paid $400 for that service. So we contacted the store and I kid you not the said, broadly"We can't install those shelves, we've had this issue before with other customers. And we won't refund the service fee"Thank you for the kind service and support as you took our money without delivering on the obligations you agreed to, for learning from repeating this same mistake with past and probably future customers, and thank you for the nice shelves sitting in their cardboard boxes in my office
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March 2023 by Marissa Serna
Sunday 2/26/23, my partner and I were taking a look around DWR Palo Alto’s show room, taking our time & looking at the designs. One sales associates followed us the entire time loudly and hurriedly re-setting everything we had just touched. Mind you, we weren’t making a huge mess everywhere we went. I did not see her doing this with other customers. This sales associate never made an attempt to ask us how we were doing, ask if we had questions, and never once made eye contact. She was clearly not there to help us. Her actions were incredibly off putting and a clear sign we were not welcome.
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January 2023 by puja s.
We had a great experience at this location buying the Eames chair and ottoman. Their semi-annual sale was on so they were quite busy. But William, our sales person, made sure all our questions were answered about the various selections and dimensions for the chair, and lead times. He even visited us at home to bring swatches and offer design help. We took his advice and went with the Black color in a more plush leather option. I'm so glad we went with black as it is the color in which the original Eames chair was designed. And also glad we did not choose cheaper leather options which would not have been appropriate for such a stylish chair which is meant to be a work of art. William was right in steering us on both counts! The delivery was easy to schedule and happened right on time (allowing for the fact that we were on vacation and rescheduling from the original date accordingly). We could not be happier with our purchase. I see that there a lot of negative reviews here and I am guessing that people who have had positive experiences like us have not taken the trouble to write reviews :) We hope to work with William once again. Thank you!
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August 2022 by Oscar Bejarano
I ordered an About A Lounge 82 Armchair in October 2021. The estimated delivery date was around February 2022. When February came, I saw no update regarding the order and when it will be delivered. After contacting DWR, I received an email that they would get back to me with information about the order.After rechecking the order's status, I noticed that the delivery date had been moved from February to May for no reason whatsoever. I had to contact DWR again to understand what was happening since they were not providing any updates, and they replied that they were having supply chain issues.Later, around March, I looked at the order status to see if they had updated the delivery date for May when the chair was supposed to come, according to the email I received from DWR. To my surprise, now the delivery date was for October, almost one year after I placed the order.The problem is that I was not getting any updates from the salesperson regarding my order. I had to reach out each time to know what was happening to find out that the delivery would take almost one year after the purchase. The products seem to be of good quality; however, the customer service has been the worst for this type of high-end products. In my previous experience, the more you pay, the better your customer experience. Here was utterly the opposite. In the end, I decided to cancel my order.
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August 2022 by alisha guzman
Preeti assisted me in store and she was super friendly and helpful. My item shipped quickly within 48 hours as It was in stock. I’m now waiting for the delivery company to do their part but that’s a different company. My item is in transit to them. Preeti has been very responsive via email with the questions I’ve had after I placed my order. It’s too bad people had received poor customer service at this location. Next time you go in ask for Preeti. She is great and so kind!
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May 2022 by Ken H.
Horrible customer service. My table arrived badly damaged and after many phone calls and emails I have yet to hear back from them. It was so badly and obviously damaged that I can't believe it was shipped to a customer.
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April 2022 by Mahsa K.
dwr website for this store location and also google shows the store closes at 6 pm. Today I drove to Palo Alto from a far away just for the store, arrived at 5:20 pm and the store was closed. I was planning to buy a coffee table and a side table. They just lost a customer who was ready to place an order of a few thousand dollars. Not coming back to this store.
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March 2022 by Daphne S.
Customer service is non existent. No greetings when we walk inside the store. Workers are either pretending to be busy while on the computer or just chitchatting.
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December 2021 by Christine E.
This store is not capable of basic operations. They still have yet to process a simple exchange - and though the website shows in-stock availability, the store is quoting 4 months wait. The reps do not know how to work the inventory systems. They are also hesitant to help unless you work with your assigned contact, and my assigned contact has completely ghosted us. I've been to several DWRs and this store consistently disappoints.
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December 2021 by Michael W.
Short Story: Designer furniture with great customer service! Long Story: I came here on a Sunday afternoon looking for a new couch, specifically the HAY Mags Sectional. Full disclosure, we have not purchased the couch, we did however talk to Florence (one of the sales associates) and will order the couch shortly. When we entered the store Florence greeted us and we looked throughout the store. We then asked her questions about the HAY sectional with different options and colors. She had her laptop and showed us different fabrics. We then ordered a few samples. Florence was very knowledgeable and took the time to answer all our questions. Verdict: We will buy the HAY sectional shortly!
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November 2021 by Maribel Mullins
We had a great experience here. We bought Herman Miller office chairs but we probably won't get them for a few months because of shipping delays. Loved everything about Design Within Reach. I'll be buying more stuff from here in the future.