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September 2022 by KC Smith
I have bought numerous products from DWR. Sadly the customer service is subpar. No calls returned. Emails never returned. The 1 800 # sends you to specialists where you wait on the phone forever. Nearly impossible to give my money away to DWR. Lucky them they don't need customers.
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August 2022 by Oranus Mohammadi
Great customer service
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April 2022 by Uranus Mohammadi
Great customer service
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October 2021 by K K.
Really enjoying our continued experience with Alfonso Montoya. We went into the store just as we were moving earlier this summer - purchased a Platner table. We needed the delivery to be delayed, this was a breeze to organize. Then we needed to order two ghost chairs, these arrived very quickly but one was missing and again Alfonso saved the day and is organizing the replacement of this one chair left behind. It turns out the quantity was just incorrectly entered on the invoice - simple mistake. Then we wanted the Platner Side Table so we contacted Alfonso again who made this a very easy process. I'm sorry to those of you who had a slightly bitter experience but we've had really great service and follow up.
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August 2021 by Nicole Sylianteng (Nikki)
Alfonso was a huge help and just the right level of friendly. He earned the store 5 new customers in my family, clueing us into upcoming sales and helping us select a coffee table, task chairs, and lighting.
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August 2021 by Bo J.
Like many of the reviewers I've had both disappointing customer service as well as shipping mistakes. A table was shipped with the wrong size top. Jay, our sales woman in the shop was helpful but official documentation regarding the shipping of new table top was lacking. If you are unfortunate enough to have to return an item, it's a nightmare. If your salesperson is out of the office it's impossible to get anyone else to help. DWR, if you read this - I will take down the review if you help me return my chair so I can get my $1500 back.
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May 2021 by Fred S.
It sounds like DWR has some new computer systems and it has resulted in an inability to reliably take and order and then deliver it. They had trouble placing some of our orders (it took 4 days of our sales rep working with their corporate finance department just to place an order!) and then they called and said they'd deliver a large sectional "tomorrow," and then didn't show up. When we called at the end of the day, they said "it couldn't be put on the truck because it couldn't be scanned." And apparently, that also prevented a courtesy phone call to say they can't deliver it? At every touch point, the customer service has been nice, but the systems are entirely incompetent. If you're looking for high-end furniture, surely there are better places to go.
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December 2020 by Alexandra B.
I had a really great experience working with Jay Dathorne, and couldn't speak highly enough of her. From the day I walked into the store to an entire month later, the process was smooth and utterly enjoyable. Jay is also really creative and was able to come up with great solutions for (in my case) a small space, while also prioritizing what I needed most. She's also really thorough and honest, and always provided me with the best options and ideas that weren't always immediately available. Definitely ask for Jay when you're next in store. She's also just an awesome person with great energy which in today's world is a much needed plus!
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November 2020 by Edgar Gonzalez
Friendly staff
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October 2020 by Kenneth Perez
Amazing service and help. I worked with John Pugsley and he was amazing. He showed me different options of office chairs and was patient enough to work with me on how to make chair adjustments on three different occasions (once after receiving the product). It's also great that my chair was mailed fully assembled. Customer service was exceptional!
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June 2020 by cherry l.
Here are the facts: - Bought a LED floor lamp in Feb 2019. Stopped working in May 2020. - The lamp costed $560... or $670 after shipping - Lamp saw 60 hours of use Submitted a product review today on DWR.com... and I have yet to see it posted on the site. I had no idea DWR was this kind of a company....
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January 2020 by David A.
Terrible customer service. I bought 4 wishbone chairs, David Padilla said I would get them in 2 weeks after they shipped. I emailed him after 2 weeks had passed, he said he would look into it. I called a couple of times to see what was going on. He told me he would let me know in a day and never responded. I finally called again and a guy called Alfonso was able to help me to facilitate the delivery since David was of no help. I emailed him to complain as well as the main website, with no response. you think if you spend over $3k for 4 chairs, they would be on top of things a little bit. I shouldn't have to call them and email them multiple times for them to schedule a delivery. The chairs themselves are masterpieces but that has nothing to do with DWR. Also, my wife went in initially to ask a couple questions without me and when I went back and said I'd like to demo a couple of the chairs one of the guys was really irritating and demanded I called my wife to ask who she initially talked to after I said I didn't know for commission reasons.
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October 2019 by Jill B.
Lewis saved the day! I've been looking everywhere for a retailer who could deliver a George Nelson saucer pendant overnight. Things weren't looking good. With a tight deadline and a photographer booked, I called Design Within Reach- hoping for a miracle. Lewis took my phone call. In a matter of minutes he had placed my order, and Fed Ex'd the light fixture overnight. What a breeze!
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September 2019 by Marina A.
I bought a very expensive leather and walnut Eames lounge chair and ottoman from the Melrose store. First of all the delivery was months later than promised. However, that was OK. Now, in less than a year the wooden veneer on one side of the armchair is peeling. I barely use the armchair, and except for the faulty veneer it looks brand new. I took photos, emailed them to the salesman who sold me the chair, and went myself to the store to explain what was happening. This was sent to DWR headquarters and the reply was that nothing can be done as it's not a warranty issue. The staff at the store seem to know only how to take orders and no one can be of any help. I will never shop there again, even though I have bought a lot of furniture from them.
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May 2019 by Nick J.
The showroom is beautiful and filled with iconic furniture pieces from famous designers. I ordered a coffee table and chairs from DWR in the past, and I recently bought four new pieces of furniture which I love. Each piece is like a piece of art in my home. David was super friendly and helpful with my recent purchases and kept me up to date on the delivery status. There was an issue with the finish on one of the pieces. After communicating the issue with supporting photos to DWR, they stood behind the piece and resolved the issue to my full and complete satisfaction. I will be back, and I highly recommend this store and David for high-style, iconic, on-trend furniture needs.
