Design Within Reach Reviews 

I ordered a pricey light fixture that doesn't work with U.S. voltage.

One of the worst customer experiences I’ve had. I ordered a desk that was estimated at checkout to be delivered in 3-4 weeks. A day after I ordered it, they changed the delivery estimate to two months later. I had to change my delivery address and they assured me that it was changed but when it was time to be delivered, the shipper had the incorrect address. When I called to change it, customer service was rude and dismissive - I had to reach out to the shipper myself because they never fixed it. After all of that, a few days before it was supposed to be delivered they notified me that the item was damaged upon delivery to the shipper and they cancelled my order. I cannot believe a place selling designer furniture for thousands of dollars behaves this way.

Shipping takes FOREVER and the company has such irresponsible shipping practices it’s hard to fathom how they stay in business. Consider it a shot in the dark whether you will get your purchase at all. I ordered a table from them in December of 2023. It was in stock. It takes 2 months to ship out. It comes missing several components. I contact customer service and it take 2 more months to get the missing pieces shipped out, and they send it to the wrong address. Lo and behold the replacement shipment is missing more pieces. At this point it’s been 6 months and I’m still waiting.

Customer service is poor. It takes many weeks to resolve issues. For a high end company, that is unacceptable.

DWR's shipping company, RXO, drove through our landscaping during a delivery. This was due to sheer negligence. They caused thousands of dollars of damage. We have provided receipts, invoices, and photos. We have been chasing them since December. They will NOT take responsibility. They lie and lie.

I purchased 4 Hoffman side chairs with cane seats and backs. I loved the comfort and look of these chairs. HOWEVER, after 4 years the cane began to break! DWR was very dismissive and simply said that there is only a 2 year warranty. These chairs cost over $2000 C and that is simply unacceptable.

There was a 20% discount added to the item I wanted to buy, even when I was ready to pay and confirm, the 20% off was still there. But when I received the confirmation email for my order, the 20% didn't apply. I tried reaching DWR, and at first the agent told me that it would be fixed and I would receive a refund and confirmation email for that. I didn't receive anything. Tried contacting them again and this rude woman told me they couldn't do anything. I wouldn't have bought the item without the discount. Be careful when ordering from them and make a screenshot of your order before clicking on the payment button.

Everything I bought was Original ( order # 5), all arrived in time and was very well packaged .. This is my favorite store !
Its always a 2-4 mos lead time on designer items.. does not bother me to wait knowing I get what I want. I can only recomand this place . wouldnt know where to go instead.

Paid $400 for delivery.
Paid for merchandise.
Delivery date passed and they cannot/will not telll me where my merchandise is or when I will receive it. With standard tracking this is UNACCEPTABLE

I placed the order for the mirror on August 14 with the 6-8 weeks delivery frame. Today on September 25 I was informed the product will arrive sometime in February 2024. This is really outrageous and unacceptable I would never waste my time and find another mirror somewhere else. I am also filling a complaint with BBB.

I just got burned by Design Within Reach. Delivery of desk was scheduled for this afternoon. Spent the morning removing everything from my office, taking out my old desk, cleaning everything out to prepare for installation of new desk. Delivery time came and went, no notification at all from the bottom of the barrel shipping company DWR uses. Complete day wasted and now I'm without an office until they reschedule.

If you value your time at all, buy from someone else who uses a better logistics company. Don't let DWR waste your day.

I got a nice coffee table from them, no problem. But then I ordered a rug which I had to return. They IMMEDIATELY charged a restocking fee of the retail price, though I got it on sale, and the amount was very large. The refund has been excessively long in coming. I hope I get it before the bill comes due. I tried to get them to return the rug without delivering it but they refused. So now I have to go through the same thing all over again. Many high price design stores do not charge excessive fees, and I think Design Within Reach ought to reconsider their policy.

I'm done with DWR. I've had issues with multiple orders being delayed, and customer service giving false wait times. They say 2 - 3 weeks, and then when after 2 - 3 weeks go by and I check in on the shipping status, customer service then tells me it's actually 2 - 3 months now. Last year, I waited 9 MONTHS for 2 throw pillows. THROW PILLOWS. This time, there's no way I'm waiting 5 months for a lamp, when there are plenty of other online retailers selling the same lamp that will ship in 2 business days. Never ordering from their website again.

Stop using Covid shipping delays as an excuse for your poor service, DWR. It's been 4 years and plenty of businesses have gotten their shipping back on track. It's inexcusable.

Ordered item listed as 'in stock' on website and had credit card charged for full amount only to see order sit in 'awaiting fulfillment' status with delivery date getting pushed back every day. Every call to customer service resulted in a long hold time and the promise of a callback that never happened. Customer service reps frequently contradicted one another and provided false information.

This company is brutal. I ordered two coordinating pouf and tray sets. The company sent out fabric samples to confirm the fabrics we were ordering. When we went to order there was no color/fabrics written on the order. There was also no trays included on the invoice. We pointed this out prior to ordering and we were assured that the right colors would be ordred and that the trays were included. When the order showed up both colors were wrong and there were no trays. When the trays arrived months later they were the wrong size and didn't fit. A complete botch.

February 21, 2023
I am extremely upset. Design Within Reach's delivery co. contacted me and promised a 3 hour delivery window (from noon until 3 pm) and promised to call half hour before arrival. They never called half an hour before. They called from my house when they arrived, half an hour AFTER the 3 hour window had ended. I was not home because I told them I am attorney and had court papers to file before the court clerk office closed at 4 pm. The delivery man LIED to me and said he didn't have cell phone service (but he called me deom my home and amazingly eceryone else who has ever come to visit or deliver HAS service just fine) and LIED about the 3 hour window for delivery. They refused to leave item and berated me. I missed a half day of work! I do NOT recommend this company because they use an irresponsible and dishonest delivery company. Irresponsible dishonest people should not be coming to people's homes!

If you order from DWR and pay for shipment that's the stupidest thing you can do: always request free shipment.
Their shipments are always delayed and then when they finally ship it is a nightmare to take or change delivery.
DWR customer service for existing orders is pretty much can be summed up as "Nothing we can do" in most aggressive way possible.
Demand free shipment and discounts from them because you will face absolute nightmare.

Over one year after placing an order with Design within Reach, I can confirm that this store has unbelievably bad customer experiences designed for you. Well, that’s if you experience anything like I did.

In Dec 2021, I ordered a DWR sectional sofa, which was estimated for a March 2022 delivery. That seemed like too long a wait, but my husband and I decided to be patient given global supply chain hoo-hah. Well, now in December 2022, we just canceled our long-overdue order—which was delayed for the most part because Design within Reach LOST MY $7k ORDER! Yup, the store that promises good design is so poorly designed in its systems and processes that they lost my order for nearly a full year AND didn’t know it was lost for that time. As a customer, you also don’t have any way to check the status of your order except for calling or emailing your original in-store sales rep, which just adds to the confusion and terrible user experience. While our rep was always very friendly and capable and did the best she could, we all were ultimately hamstrung by a business whose administrative execution is absolutely astonishing, especially considering the high-priced, high-end, and high-margin items they’re selling.

I absolutely do not recommend DWR.

I placed an order that kept on getting the delivery/ship date pushed back. I had to contact customer service multiple times to get an answer (hint - they could provide no update!) and although it hasn't shipped they would not cancel. The customer service member spoke to me condescendingly during our phone call.

I would suggest shopping elsewhere at a company that respects its customers. There are so many other better options!

DWR only partially delivered my order and I had to call several times to explain that not everything was delivered. A month later they delivered the balance of the order, but it was clearly damaged (huge gash in the box that went through to the furniture). They took back the damaged item and replaced it with the wrong item. I asked them to remove the wrong item which took another month, Long story short: three incorrect deliveries, about 20 emails, 10 phone calls and two months of living with boxes of incorrect /damaged furniture. The delivery company were also worryingly inept (couldn’t figure out my address, never came within the correct time period)