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December 2023 by Nicole Louie
Pretty disappointed with DWR's customer service as a company. I came in to the store because I wanted answers to some questions I had asked in their portal 5 business days ago. The staff at the store, while nice, had no answers and redirected me back to the portal, telling me to ask again. It was an lacking and unhelpful experience
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November 2023 by Andrea C.
Do not buy from here. Had a horrible customer service experience with DWR. Was uncooperative and did not offer any type of solution over an issue that would have been resolved by Amazon in 5 minutes. Spoke to 2 different representatives that were dismissive and condescending because I looked young. So disappointing as I was a first time customer… will not purchase from here again.
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September 2023 by Milena Sitek
I order a mirror on August 14, 2023 with the expected delivery date Sep 20 - 22. On September 25 i check the order status and the expected delivery date was some time in February of 2024. When I called customer service the only solution I got to cancel the order. This is unacceptable I would never place the order in the first place. How can be an order delayed 4 months and you did not even inform the customer. I ordered custom made sofa from Natuzzi made in Italy delivered within 2 months. And some standard mirror highly priced but made in China takes over 6 months. “High end furniture store” with horrible service, sorry NO for me so many better options to choose from…
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September 2023 by jessie ng
Nice furniture , good customer service
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September 2023 by J. N.
Excellent customer service! I was pleased with their help on a product which arrived wrong.
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March 2023 by Williams B
Kiyanna in Customer Service is the worst, it's been 6 months to return a lamp.
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March 2023 by Lina S.
I wanted to provide some feedback about my recent experience at your store. While I appreciated the range of furniture options you had available, there were a few aspects of my visit that left me feeling disappointed.Firstly, I found the customer service to be lacking. The salesperson I spoke with seemed disinterested and unengaged, and didn't provide much assistance in helping me find what I was looking for. Additionally, I felt rushed and like I was inconveniencing them when I asked questions.Secondly, I noticed that many of the items on display were not properly labeled with prices or details about the materials used. This made it difficult for me to get a sense of the overall cost and quality of the pieces I was interested in.Finally, I was disappointed to discover that there were no delivery or assembly options available for the furniture I was considering purchasing. This was a significant inconvenience, as I don't have access to a truck or the necessary tools to assemble furniture myself.
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January 2023 by Joy T
Every single time I go into this place the staff is rude and unhelpful. If you ask a question it’s like you are burdening them to have to look up information or pull out a swatch.
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December 2022 by Ana T
Every single time I go into this place the staff is rude and unhelpful. If you ask a question it’s like you are burdening them to have to look up information or pull out a swatch.
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September 2022 by Julie Tzeng
Disappointed by the customer service in this location. Attentive and answered all my questions so I am grateful for that but very odd (you decide how you feel about it) in the way he answered them.Here is an example regarding a dining table “my brother has a kid do you have suggestions for scratches” and he was like “it’s a natural material there’s nothing you can do. Also. Just tell the kid not to scratch it.” He misunderstood my intentions and continued to defend himself “just tell them no” when I said my niece is a baby
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August 2022 by Madeleine Askwith
I get that delays happen and it’s often out of DWR hands but the communication is absolutely terrible. Honestly no point purchasing anything from them unless you can walk away with it, they’ll charge you for an order that will never show up and not once be able to give an accurate timeframe
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July 2022 by Roman Gancberg
Delivery has been pushed back every two weeks, for 6 months. No proactive communications, you just find out when you go to check the status.There is always an excuse for the delay and still charges $200 for a delivery service.
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January 2022 by M H.
DELIVERY PROBLEMS: This review deserves ZERO stars. BUYER BEWARE regarding staff resolution of problems and use of FedEx as shipper. Design Within Reach gladly takes your money, but when a delivery problem arises, the sales rep states he is unable to help. Everyone washes their hands of responsibility. I received 1 day notification of an expected delivery and tried to hold the delivery at Fedex. The only solution DWR offered was to hold expensive merchandise at a Walgreens or have neighbor take delivery (not possible in our case). DWR sales rep blamed FedEx, but I blame DWR because they chose to use FedEx and that is a reflection of DWR's business model.
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September 2021 by J L.
I expected better when I ordered from Design Within Reach (DWR). I placed on online order for a bookcase. I needed it to be delivered by a certain date, so I picked out a bookcase that had an estimated delivery date of 7-10 days. I just checked the status moments ago, and it is now indicating a delivery date of 4 weeks! The delivery date just keeps moving further out into the future every time I check. Moreover, DWR does not provide email updates as to order status; instead the onus is on the customer to input information (order number, email address and billing zip code) to try to find out something about order status. I would not have ordered from DWR had I known the truth about its inability to fulfill my order by the date indicated. I would have ordered from a competitor. I believe that DWR's sales practices have been misleading and deceptive in this regard.
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August 2021 by Jeromy Carriere
Great support from the staff.
