Design Within Reach

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.

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.

I ordered a dining table with unmatched legs. They service team told me I had to wait another 4 months to get a new one. I decided to return, and I still haven’t got my return label after one week as they told me I would got my label in two business days. Too slow.

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.

Order made first week of September was delivered two months late, only to receive the product in the wrong colour. We're nearly end of the year and I still don't have my replacement product. Customer service via email, phone, and chat haven't been very helpful. I keep getting conflicting/uninformed answers and A LOT of false promises. I also keep getting ghosted when asking for updates. Zero accountability. Such a turn off for future orders - might as well order from other distributors or directly from the manufacturers directly. Do better.

There are a lot of negative reviews in here, but my experience was the exact opposite. I went in store and the staff was very helpful. They helped us check out a bunch of the chairs, didn’t rush us, didn’t try to sell us on anything. We ordered a chair with them in store and it arrived right around when they said it would. I bet many of these reviews are from online orders....I’d suggest going in and talking to the staff.I’ll be back next time I need something.

Placed an order online on October 1st which had a delivery date of Nov 4th, no updates at all, checked today and the site says expected arrival Nov 1st...which has already passed...wait on hold for 40 minutes to speak to someone, am told that the item is now on backorder and it MAY be delivered by the end of November.Delays happen but I think this isn't an acceptable way to deal with them, having no communications even from the automated web system and being misled isn't the type of service I expected. I didn't place my order elsewhere because I was promised a shorter lead time from DWR.Won't order from them again until they make any actual change to communicate with their customers instead of promising things they can't fulfill and having 0 communication

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.

My personal experience has been fantastic! The team at the Toronto store were helpful and accommodating, especially during this crazy time. After looking around at alot of other options we ended up ordering our counter stools online. The delivery was earlier than estimated and I was very impressed with the quality of how the chairs were packaged. Very pleased with the quality and value.

I wrote the attached review and I got a computer generated response from DWR as if they actually care about the review and their customers. Part of their response is for me to contact them, which I did more than 2 weeks ago. So far nothing. Probably just goes to an inbox that nobody ever looks at. THERE IS ABSOLUTELY NO CUSTOMER SERVICE AT DWR.On May 17, 2022 we visited and met with Meagan at the DWR Toronto location. We were looking for a sofa-bed but were only able to try the sofa from the same manufacturer. We liked it and so ordered and paid for the sofa-bed. Total cost, including tax was $8,751.85. Because of backlogs it would not be ready until September. In the middle of September we were told that it was ready to be delivered, but we asked that it be delayed by a month because our condo was not yet finished. We were told that they could not store it for us and so we had to take delivery. It was delivered to our house on Sept 15. We then had it moved to a storage facility until we moved it back to our condo on Nov 11. Once we unopened the packaging and sat in it we found it to be very uncomfortable and so contacted Meagan to see about returning it.Initially we were told that it was now past the 30 day guarantee, but given that we had not used it and were forced to take delivery of it, she would check to see if an exception could be made. On Nov 20 we were told by Meagan that we were OK to return the sofa-bed, but would be subject to a 10% restocking fee. We then purchased a new sofa on Nov 22. On Nov 23 Meagan emailed and said “I hate to admit this but I misread the date. I am so sorry.” We were now told that we would not be able to return the sofa-bed but that she was “sorry for the inconvenience”. Really?? I suppose the inconvenience of trying to sell this on Ebay? When I emailed Meagan and asked to talk to the store manager, she emailed back that the Regional Manager made the decision, but that “she’s not available to speak”. Really?? I then emailed asking her to show me the courtesy of giving me her name and contact information. She has not yet responded.On December 9 I contacted DWR Customer Service from their website. Initially I was told that the return was beyond the 30 days, and we could have opened the sofa-bed and tried it when it was delivered to us. I then forwarded a picture of the sofa-bed and how it was packaged. It is extremely well packaged and so the thought of taking all of this apart just to try it out is ridiculous. At this point I was directed to contact Meagan “for further assistance on your return request”. I assumed this meant they were about to accept the return. I emailed Meagan on Dec 15 and again on Dec 29. On December 30 she emailed back that they would not accept the return, but again that she was “very sorry for the inconvenience”. This is not an inconvenience. This is more than $8,750!I am so disappointed in the lack of customer service. This is a brand new, never been used piece of furniture that we paid for months earlier and then sat in the original wrapping until we received in November. We were forced to take delivery much earlier than we wanted and have had to pay for shipping to storage, then to our condo and then back again, along with storage for this whole time. We were also told that we could return it, purchased a replacement and subsequently told that a mistake had been made. After all of this they will not honor a return? This is not poor customer service. It is non existent.