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February 2024 by Roger D
We ordered an expensive sofa and chair from DWR and the material was of poor quality. It started pilling immediately. Not what I would expect for the price. Also, we ordered an ottoman with 16 week delivery and it came with the wrong legs. They are making us wait 16 weeks to correct their error. They make you act like they are doing you a favour by selling you furniture. I WILL NEVER SHOP HERE AGAIN.
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February 2024 by Maggie Laskow
We set out on a new journey in life, selling our home and all its contents to start fresh in the City. Living in a colonial home for over 20 years we had wonderful traditional furniture. We decided to go for a more modern look and could not have found a better place to learn and find the look that best suited both our tastes, budget and needs. Design within Reach is just a fantastic place to learn and see the high-quality modern/classic modern options that may appeal to you. The selection is somewhat overwhelming, but thanks to their professional and knowledgeable sales staff it was a great experience.Over multiple visits our salesperson, Trevor, walked us through the furniture we liked, what the design pieces we liked were intended for and their best use in rooms. Together, over multiple visits to the store, it became clear what furniture we not only loved, but what made the most sense for what we wanted to achieve. Trevor was our guide throughout the whole process. He did not sell us furniture he worked through a process to make us happy, and our dream look become a reality.If you’re in the Toronto, ask for Trevor. You will walk out of the store knowing that the selection you ultimately land on is best for you and why. Plus you will have an enjoyable experience, the young man is both knowledgeable and wonderful person to learn from and converse.
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January 2024 by Joe Shashati
Do not buy from this company. Sold me a defective chair and then gave me the run around for a whole year now. They keep telling me someone will call me to start the process no one ever does. When you call them back they apologize and ask for you to hang up so someone can call you. Asking to stay on the line apparently is not an option. You call Herman Miller they say they do not have manufacturers warranty and you need to deal with reseller. Ive sent countless email been on hold for hours at end and every time its the same excuse. Save the hassle and go with Steelcase or someone else. Their supposed “12 year warranty is a scam”. I wish I saw these reviews before buying its no wonder their rating is so bad.
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January 2024 by Tim Plavac
Very pricey for items which can be found elsewhere for less. Friendly helpful staff. But design is Def not in reach for the average shopper due to the prices.
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January 2024 by Laurence Cymet
I love their products but buying anything here is an act of frustration. I ordered an office chair, and it required several calls and emails and followups to ensure that the chair arrived when I was home, no option provided to schedule a delivery. Then Fedex dropped off two chairs instead of one. When I called DWR they didn't even flinch and said I have to print a Fedex slip and arrange for the shipment back with Fedex myself, so I have this giant box sitting in my house for ages. Buying a high end chair here required an awful amount of time and labor on my part.
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November 2023 by Alex W
Worst customer service I've experienced in my entire life.The store was empty of customers, there were 2 sales staff in the store. They didn't offer us any help or did they inquire about what we were looking for.When we asked them for assistance despite being 5m and 10m respectively sitting at their desks they didn't respond to our questions until we asked 2-3 times as one was on their computer and the other one was on their cell phone.At this point they finally decided to humor us with a reply they gave us very lackluster explanations and only after several minutes of frustrations trying to adjust the model of chair we wanted to test in-store to see if it fit me properly(The only reason why we even came to the showroom in Toronto in the first place) before purchasing it.They finally remembered that the show model they are displaying is in fact broken and that what I have been attempting to adjust the entire time was not a user error on my part as was suggested multiple times by the sales staff but was in fact a defective product they are displaying in their store.Even if they had not remembered their show product was defective, had they gotten up and stopped looking at their phone and just attempted to see what the issue I was having was they could have easily seen that the product was broken and informed me as such.This is all disregarding the fact that they have defective products in their showroom to begin with which isn't all that inspiring to claims of the 12 year warranty that I am supposedly receiving with my product.I don't think I've ever felt so disrespected shopping at an establishment in my life.I'm not sure if they treat everyone who walks through their doors like this or it is just because I am young and like to wear a hoodie and jeans as my casual wear but I don't think I should have to wear my suit in order to be given the time of day when shopping at an establishment such as this.If you don't plan on wearing your Rolex, bring some designer bag or wear your business suit for your own personal shopping, I would recommend on shopping elsewhere unless you have the expectation that the staff with no one else in the entire store treat you as a thorn in your side and a bothersome window shopper.
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November 2023 by A
Went to the store despite reviews & was helped by Meagan. Great experience. Some places are more apprehensive to help me because I wear casual tshirt and loose sweatpants to test furniture for comfort, and they expect me not to purchase. She was more than happy to help me whenever I asked & would leave me alone when I needed it instead of hovering and pressing for a sale like many places. Had to take longer than most people to test each chair because of pain problems. She was very patient.Still not completely decided on the lounger to get, but she also helped me look at office chairs. Decided on the HM Aeron, and joked about how crazy expensive they are at final check out and she was still kind enough to tell me I can take my time to decide if it's too much or continue instead of just pushing through with the sale, which I think most salespeople would just push it through. I'd probably give Meagan 6/5 for my experience.So, the in-store experience was great so far, and most reviews seem to be about having trouble online. I'd suggest going to try some out instead of just buying everything online.
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October 2023 by Mandy Ding
I sincerely advise to purchase from another stockist when possible. For returns, they charge a hard 10% restocking fee. Legally, the policy is that this fee is capped at $500 per item. However, DWR customer service tried to charge us more, refusing to provide an accurate estimate of return costs (initially quoting us $1800 in return fees on an $8000 dollar table). We had to ask multiple times for a transparent cost breakdown, reinstating their return policy, to get the $500 cap honoured. It has now been two weeks since the table was returned to them and they still haven’t processed a refund.In addition, one of our earliest purchases of a bed frame costing over 10k was delayed over 6 months, as they first delivered the wrong colour and then could not remember what colour we ordered. We have never had any of these issues with their competitors. Restoration Hardware allows us to add items to open orders without incurring extra shipping, and has never been late on any pre-order items.DWR does not deserve customer loyalty. Moving forward, our family will be looking to purchase elsewhere,
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September 2023 by Alexandre Buchweitz
This feels like a self service show room so I have no idea what to do there.For the price of the items in display they should have someone to help you and walk you through on what they are and how to use them. Went to try the HM chairs because I love them and wanted to convince my partner to get one as well and we stayed there figuring out which chair was which. One person came to say hi but she even pointed out the chairs incorrectly, she was showing a Mirra chair but telling me it was an Aeron. We had to google to find out more about the chairs and my partner ended up not buying anything. I'm hoping to convince her to buy online. Will not come back to this store again.
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August 2023 by Fadi Semaan
We landed here accidentally. We.found couple of beautiful unique pieces which I was willing to buy.What made me hesitant to buy from the place was their unflexibility and lake of customization.After reading the so many 1 stat review, I definitely would not buy from them.
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August 2023 by Tarleton Watkins
My partner and I had a very positive experience purchasing and taking delivery of a few pieces from Design Within Reach in Toronto. Rachel, the Account Executive who worked with us, was patient, friendly, responsive by email and phone, and never pressured us. We were provided lots of options and found the pieces we were looking for, and the process of dispatching and delivery for these pieces was seamless. DWR communicated the hand-off to their local shipment fulfillment centre straightforwardly, and the deliverymen were thoughtful and conscientious in making the delivery and communicating the timeline. I strongly recommend going to the location and experiencing DWR's excellent selection and superb service.
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March 2023 by Andrew Knox
My wife and I purchased a number of items from DWR recently. Due to their error in routing the items through the wrong delivery carrier, we only received 2 of 8 of the items. We've waited well over a month for the remainder and repeatedly tried to find where the remaining items in the order is.DWR's service team has been rude and unresponsive. We've gone to the task of contacting the delivery service provider and confirmed that they don't have the items. We continually get assurances from the DWR service team that they will look into it and get back to us but never get a response. When we've asked to escalate the issue to a more senior person on the team, we've been stonewalled.Their items may look nice, but customer service has been beyond post-COVID bad.
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February 2023 by Matthieu ADENIS
Terrible order handling. If you can order from another place, avoid DWR. I ordered four chairs on December 13. I received two of them on December 21st. A month and a half later, after some painful back and forth with customer services, one of the chairs is still missing. The communication has been bad, with not much confidence or compassion. This service is unacceptable for a brand like yours, handling expensive designer pieces. At this point I'm wondering if I will ever receive my fourth chair. If I could, I would have rated zero stars.
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February 2023 by Amm A.
First of all, I have never written a review in my entire life. I am somehow compelled to write one for this company. This is by far the worst company I have ever dealt with in my entire life. I am a designer and I regularly purchase from them even though their entire team is completely incompetent. I was curious to google who their CEO was just to see if maybe it was someone who had never had a job before. I would purchase from them 10 times more if it weren't for their absolutely horrific sales team. It's so terrible that it shocks me every time. I try to find the product elsewhere before resorting to them. I am talking about orders that exceed 10k. And yet... they know absolutely nothing about the product or shipping or really anything at all related to their job. This is not a specific review of their Toronto store although that team is just as incompetent as their headquarters. I do most of my purchasing from the Connecticut headquarters. I love their product which is why I am so compelled to write this review so that it reaches someone high up enough to fire everyone in charge and hire someone competent to run this company. Maybe someone who knows what they are doing.
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January 2023 by Sarah de Villers
Disappointing experience with DWR. After several postponed delivery dates, 8 months after the initial purchase, the order for our sofa was cancelled. The reason given was that the fabric we selected is no longer available. DWR is washing its hands, saying this was out of their control. While DWR may only be an intermediary, it is their job to follow-up with the manufacturer and keep customers informed. They did none of that, we were always the ones following up with them when the sofa was set to be delivered only to learn that it was postponed again. In the end, we were informed of the order's cancellation 7 days before the delivery date. Clearly, the manufacturer does not start building the sofa 7 days before delivery, they must have known for weeks if not months that our order could not be fulfilled. And yet, we were not informed until the last minute. Most importantly, we were never informed that cancellation of the order was even a possibility. Given the price of the furniture, I expected more professionalism and transparency.As a result, we lost 9 months waiting for a sofa that will never come and have the start the process all over again. In addition, sofas being more expensive than a year ago, we also have to bear this opportunity cost. DWR did not offer any type of compensation after cancellation.I do not recommend buying at Design Within Reach.
