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January 2024 by Kelly Chilton
Don't order from them. Delicate packages such as glass will come shattered and they will blame the shipping company so no refund will be given. Disgusting and cheap.
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May 2023 by RC
Design Within Reach had an in-store sale, so I took advantage of the opportunity. Louine greeted in the store, and was able guide me through the selection of chairs, and because of my back problem I am very pickey about chairs. Answered all my questions and made a good recommendation of the product. Product was delivered in to my house the time they approximated. Did not have any issues, and will go back here anytime.
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May 2023 by Janet Lofgren
I would give this place 0 stars if I could. There is a reason why they are not accredited by the Better Business Bureau: they do not stand by their products. There’s lots of blather about sustainability and heirloom quality design but in actual practice, they use cheap Chinese parts which do not stand the test of time. Purchased a king-sized Cove bed from DWR: first the support legs gave out and then the parts holding the rails sheared off. I called the company and they referred me to the Georgetown store; the Georgetown store asked me to email photos for them to submit to the main headquarters. No one ever responded and they gave me the run around whenever I tried to talk to anyone. An IKEA bed would have lasted longer. So now we understand what “Design Within Reach” means: attractive design, cheaply manufactured, no customer service. Stay away.
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November 2022 by Paul B.
This place has the worst customer service. Last year I went to look at a piece I had seen on line. I was totally ignored when I walked in the store. I had to practically beg for help - it was so bad that I ended buying the product on line just because I didn't want to reward any of the awful salespeople. Fast forward to this year - exact same experience. Walked in yesterday about 2 pm. Store was not crowded - salespersons literally didn't look up when I walked in. Was there for about fifteen minutes - nobody said anything. We walked right past their desk when we were leaving- it was almost like they were trying to avoid eye contact with customers. I don't know if it is because I am Black or if they are just rude but I would never give this store my business.
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September 2022 by Marian Bishop
Ray greeted my husband and me who were considering the Eames Tall Lounge Chair and Ottoman. He couldn’t have been nicer or more helpful. Super pleased with the customer service today.
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August 2022 by Arash
Poor customer service. Purchased a floor lamp. Arrived broken. There was no way to return it. They barely responded to emails and FedEx label never issued.
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August 2022 by Linda Fotis
Let me join the chorus of dissatisfied clients. Run don’t walk away from this business. Don’t waste your time. They neither value their clients nor have good business practices. End of story.
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June 2022 by Roshan Hussain
Very poor customer service for such an expensive furniture store, I had ordered a part for pedant lamp last June, since then just heard excuses from the store manager and staff member, DWR needs to improve on customer service experience. I am against name shaming so I won’t share name of individuals !!
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June 2022 by ro Hu
Very poor customer service for such an expensive furniture store, I had ordered a part for pedant lamp last June, since then just heard excuses from the store manager and staff member, DWR needs to improve on customer service experience. I am against name shaming so I won’t share name of individuals !!
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April 2022 by Lucy
Sent me wrong item. They were quick to get their item back but still have not managed after three days to even start shipping the correct item for what was supposed to be next day delivery.
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April 2022 by Jim Michaels
While the design offerings are attractive, I cannot do business with a store that has no interest in their clients. I have experienced being ignored in many of their store locations but the Washington DC store takes the prize. Not one person greeted me or offered help in the 25 minutes that I wandered the store looking for what I had received an email for that very morning. When I did finally ask someone and show a photo of the item, I received a perfunctory, “sorry” that it was not in stock. I was sorry to interrupt him from typing on his laptop and sorrier yet that I had imagined actually receiving some assistance from a salesperson. How silly of me!
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February 2022 by Max Crocetta
After purchasing a second-hand Herman Miller Sayl task chair, I wanted to add the Lumbar Support Kit that it was missing. Upon calling DWR, I was greeted by Nikoo. She was friendly and prompt in answering any/ all questions I had, then quickly sent over the invoice so that I could move forward with my order. I realize that due to COVID and other variables in today's world, many industries are experiencing supply chain difficulties and that there will be a wait for this item, however I appreciate Nikoo explaining the circumstances and setting clear expectations! Looking forward to receiving this piece and completing my chair! :)
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August 2021 by I. David Shocket
Worst customer service ever in the Georgetown store.Longtime customer of DWR and have never had a bad experience previously. We ordered 6 Bacco chairs during the March sale which were in stock. We received 4 chairs in a timely fashion; two chairs lost en route. Replacement chair was wrong color. Multiple emails to the store manager with no response. Visits to the store on several occasions with reassurances that we would have a response in 48 hours - no response.The corporate office resolved our issues in 48 hours, and we finally received our sixth chair in August (5 months later).Order online and avoid the aggravation.
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August 2021 by David S.
I have been a customer of DWR for many years and love the furniture. My experience with the Georgetown store was abysmal. Worse customer service I have experienced. Multiple emails with no response. An excusable 5 month delay to fill an order with a serious lack of communication from the store manager. Several visits to the store with assurances that we would hear from someone about our order - nothing.
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May 2021 by Rosa Maria S.
Worst experience. I will never purchase and item from this company again. They have the worst customer service and they don't care ! I placed an order December 1st, 2020. The order was supposed to be delivered 12 weeks later. I received one call where they said they were waiting on items. Never hard from them again. I called several times and I could not get through. They put you on hold and if you leave a number they don't call you back. Finally I got the order delivered on May 12 and there were missing 2 items. The delivery guy, of course had no idea about anything and neither did Beatriz at customer service when I called. Beatriz promised she would follow up- she never did. So, today, May 27 (almost 6 months after placing the order) and after chasing customer service, I finally spoke to Arlene or Darlene who basically said they don't have any information and they will let me know when they do. When I asked what she meant, she very sternly and speaking slowly, as if I didn't get it the first time said "...This is all we know" . Moral of this story. If you want to get your furniture within a year or so- don't buy from Design Within Reach. Furthermore, if you do, hope that nothing goes wrong because their "customer service" is a misnomer.
