Design Within Reach Reviews

I ordered a Herman Miller chair from Design Within Reach and the whole experience has been exhausting and unacceptable. The chair showed up damaged not once but twice. The first delivery had a broken leg, and the second time the arm was cracked. Over two months have passed and nothing is resolved. Getting responses has been horrible. I sent six emails within ten days and heard nothing back. Eventually I had to call several times just to speak with an actual person. When I finally got someone, they told me a replacement could take four weeks or more and offered no real support or reassurance. What makes this even worse is that I'm pregnant and live on the second floor. I had to carry this heavy chair up and down the stairs twice because of their damaged deliveries. That was physically exhausting and completely unreasonable. After receiving two broken shipments, I have no confidence a third one would arrive in any better condition. For a high-end brand charging premium prices, this service is absolutely shocking. The time, stress, and physical strain caused by this situation weren't addressed in any meaningful way. I cannot recommend ordering large furniture from Design Within Reach based on my experience.

I bought a bed and they scheduled delivery three times, each with a five-hour window. I called to check on status, and they said the truck was on the way. It never showed. They claimed it was too busy in my neighborhood. This happened repeatedly over three weeks and I still haven't received my bed. I'm now trying to figure out how to get my money returned. I never expected this kind of treatment. This is not a company I can trust.

I'm forced to give this one star since there's no option for zero. After two months of back and forth, I finally got a refund, though it was the wrong amount and didn't include the shipping fee for the damaged merchandise. I have nine photos documenting the terrible condition my item arrived in. Nobody should pay for damaged goods or the associated shipping costs when the damage came from poor packaging during delivery. After my complaint to my credit card company for the first time, they finally sent a refund check, but the amount was incorrect. I had to contact them again about the shortfall. Eventually they credited the difference to my card fairly quickly. While it took persistence and involving my credit card company twice, I was ultimately made whole. It was exhausting, but at least they eventually did the right thing and returned the full amount. Thanks to DWR for finally making it right.

This was my first time ordering from DWR and I placed three orders with them this year. The first order showed up incomplete, with one item missing and another damaged. My second order had the wrong item shipped, and when they sent the correct item, it arrived damaged as well. The third order was fine, though let's be honest, it's hard to mess up shipping pillows. I'm done shopping there. Even their discounted prices are higher than what I can find elsewhere. For example, I bought a Magus 360 organizer from another site at three hundred dollars less than DWR's sale price, and it shipped free all the way from overseas. Never again with DWR.

DWR isn't worth the hassle. I thought I was ordering a patio chair cushion and had actually purchased the same one two weeks before, so I wanted a backup. What arrived was a completely different cushion. When I called the store to complain, they were incredibly rude about it and basically accused me of ordering wrong, even though there's literally just one cushion that fits that particular chair on their website. They changed out the product but are still blaming me for the mix-up and won't help fix it.

I purchased six Eames chairs. After numerous emails back and forth, they finally arrived, but two chairs were missing their glides. Additionally, the glides that came with the others won't work properly on hardwood floors. Very disappointing overall.

I purchased an expensive light fixture that turned out to be incompatible with standard US electrical voltage.

You should probably order your furniture a year in advance because that's roughly how long the shipping will take. The company's shipping practices are so reckless it's hard to understand how they stay open. Whether you actually receive what you bought seems like a coin flip. I ordered a table in December 2023 that was in stock, yet it took two months just to ship. When it arrived, several parts were missing. I contacted support and waited another two months for the missing pieces. When they finally shipped the replacement parts, they sent it to the wrong address. Unbelievably, the replacement shipment was also incomplete. At this point it's been half a year and I'm still waiting for my complete order.

There was a twenty percent discount showing on the item I wanted to purchase, and it was still there right up until checkout. However, when I got my order confirmation email, that discount had mysteriously vanished. I tried reaching out to customer service about this. Initially, the agent said they'd fix it and send me a refund along with an updated confirmation. That never happened. When I contacted them again, a different representative said they couldn't do anything about it. I definitely would not have purchased that item without the discount. If you order from them, take a screenshot of your cart with any discounts before you hit the payment button.

I ordered a mirror on August 14th with an estimated delivery window of six to eight weeks. Today is September 25th, and I was just told my mirror won't arrive until sometime in February 2024. This is completely outrageous and I won't accept this kind of delay. I'm going to find a different mirror elsewhere and I'm filing a complaint with the Better Business Bureau about this situation.