I ordered a Herman Miller chair online…
I ordered a Herman Miller chair online from Design Within Reach, and the experience has been exhausting and unacceptable.The chair was delivered twice, and both times it arrived broken — the first time the leg was damaged, the second time the arm was broken. After more than two months, the issue is still not resolved.Communication has been terrible. I sent six emails over 10 days and received no response. I finally had to call multiple times just to speak with someone. When I did, I was told they could send another replacement in over four weeks, with no real support or reassurance.What makes this worse is that I am pregnant and live on the second floor. I had to carry this extremely heavy chair up and down the stairs twice because of their repeated delivery of damaged items. This was physically difficult and completely unreasonable. After two broken deliveries, I also have no trust that a third one would arrive in good condition.For a premium brand with premium prices, this level of service is shocking. The time, stress, and physical effort this caused were not acknowledged in any meaningful way.I would not recommend ordering large furniture from Design Within Reach based on this experience.
Aida
Bought a bed
Bought a bed. They scheduled the delivery 3 times. Gave 5 hour windows. Called. Said they were on the way. Never showed up. Said it was to busy in my neighborhood. This went on for 3 weeks. I still don’t have the bed. I have to try to get my money back. I would never expect this. This is not a trustworthy company
La Mota
FINALLY, A RESOLUTION IN MY FAVOR!!!
I had to select one star as there is no option for zero stars. After two months of arguing, I have finally received an incorrect amount of a refund. I think they are not refunding the fee for the horrendous shipping. I wish I could attach the 9 photos here. CUSTOMERS DO NOT PAY FOR MERCHANDISE SHIPPED SO BADLY IT IS DAMAGED! WE ALSO DO NOT PAY FOR SUCH SHIPPING FEES, AS THE ITEM IS RETURNED DUE TO SHIPPING DAMAGE. THE FINALLY SENT ME A REFUND CHECK IN THE WRONG AMOUNT.....I WISH THEY WOULD STOP SCAMMING ME! THE CREDIT CARD LEGAL DEPARTMENT WILL BE IN TOUCH WITH THEM FOR THE SECOND TIME, AGAIN.P.S. Here is my fresh edit, to be fully honest and transparent. I just added another star to this review because FINALLLY after almost 2 months of emails and calls of begging, pleading, arguing, and Legal Dept. of the credit card company involved, they sent me a refund check!! It was for the wrong amount, so I had to ask for that difference, and I got that put back onto my credit card rather quickly. Whew! It was a struggle, but in the end, I was refunded the correct amount!! Thank you, DWR!
Christina Stow
Untrustworthy transaction; terrible post-sale customer experience
For some inexplicable reason, DWR split my purchase into two payments but attempted to charge me the full amount instead of the balance on the 2nd charge. Their billing looks like phishing emails. The information between the customer dashboard, the CS emails, and phone support are inaccurate and highly discrepant. The phone agent was patronizing and dismissive and kept insisting I didn’t know how to differentiate between a posted vs pending charge.
Cycloid
Over 18 months I have spent well over…
Over 18 months I have spent well over 100K USD worth of furniture for a new home. The logistics are pure comedy, RXO have outsourced logistics to an Indian call center and its is almost impossible to converse with anyone...this is the last shipment and I will be ordering from Lumens moving forward
JJ
Frustrating experience
Frustrating experience. The day item was scheduled for delivery was wasted for me. It came within 20 minutes from the address and then for whatever reason rerouted back to the company. Then they offer a replacement to be shipped out promptly. When the replacement order is updated online it gives an ETA of 17 weeks. So they just expect me to wait over four months and not say anything. Had to cancel the order in the end.
Albert
High quality modern classics, but logistics aren't the best
I really do love the furniture that I've ordered from DWR over the last few years. Everything I’ve ordered has been top-notch in terms of quality and design. The products are built to last and the craftsmanship is almost exclusively excellent. The in-store staff I've dealt with, be it in Denver or Manhattan, have been knowledgable, transparent, and professional. My experiences in-store have been exceptional. That said, their online shipping and centralized customer service could use some work. I recently placed an order online that was listed as "in stock," and they charged my card right away, only for the order to sit in "awaiting fulfillment" for weeks. The delivery date kept getting pushed back, and calling customer service was a headache. Love their products, but they do need to get their logistics together!
Newman Newman
Placed 3 ordered with DWR this year
Placed 3 ordered with DWR this year. First time ordering with them. First order missed shipping one of the items, the one received had damage. Second order sent wrong item, replacement item sent damaged. Third order was ok, pillows, pretty hard to mess that one up. Avoid shopping here, even their sale prices are more expensive than ordering elsewhere. For instance I order a magus 360 organizer from Farfetch that was $300 less that the DWR sale price and was shipped for free direct from Italy. Never shopping from DWR again!
a badore
Stay away, lousy experience and very unprofessional!
I ordered a $12,000.00 (yes THOUSANDS, not hundreds), umbrella and specifically stated I would go with the stainless mounting base. It obviously has to have a base to stand up being so large. Took a LONG time to arrive and when I unpacked it there was no mounting base included. I sent a clip of the email stating what was to be included in the quote and was told it wasn't ordered and received an invoice for what was to be included :-(. For an 8" x 8" x 3/16" stainless plate they want $795 PLUS $120 USD shipping, and a two month delivery. I reached out to Lisa whom I was dealing with and that's the answer I got. Almost an extra grand for what was to be INCLUDED. We purchase a lot of this type of stuff for commercial businesses we own and operate and definitely would not use them again or recommend to anyone!
Rod Hazard
DWR is not worth it
Ordered what I thought was a cushion for a patio chair. I had ordered the same item two weeks prior but decided to get a back up. A different cushion--completely different, arrived. The store couldn't have been more rude and simply said " you ordered a different cushion", even though there is only ONE CUSHION APPROPRIATE FOR THAT CHAIR ON THE SITE.They changed the product but are calling it my mistake and are not at all helpful.
Wendy Sharp
I bought 6 eames chairs
I bought 6 eames chairs. Many emails later they arrived, two glides are missing. All chairs got delivered with glides that won’t work on hard wood floors. disappointment.
Schuhträger
Worst customer service, delivery & business practices
My roommates and I ordered a dining table, four chairs, two Nelson Floor lamps, a bookcase, two pillows, two wall sconces and a coffee table that was never delivered. Also, our dining table was delivered without the top. And DWR basically insisted that it was. That took another two weeks to resolve. Then it took three weeks of emails and multiple phone calls to figure out that the table I ordered and paid for in August, was on its way back to their facility. They charged me $2300 for the coffee table in mid-August. When it never arrived, I called them. They first said it had been delivered to me, but it was not. Then today they accused me of not being home 3 times when they attempted to deliver it. I never even received a call or notification that it was scheduled to arrive.The delivery people never contacted us on any of the items we ordered. I lucked out several times by coincidentally being at home when they rang the bell. It got so bad, I taped a note with my # on it to the front door. To say I am disappointed is an understatement. The final insult was that they didn't offer to ship the coffee table back to me. Instead they issued a refund and left me holding the blame. There are so many satisfactory ways this could have been handled. I regret ordering anything from DWR. As a customer, I have never experienced such terrible customer service and poor practices.
Lori
A company that disrespects its…
A company that disrespects its customers. Reached out via email to customer service and received auto reply email saying I had to call - why promote an email option for customer service if it doesn’t work? Time estimate for delivery was off by weeks. Was disconnected twice trying to get customer service rep.
AME
light fixture not suited for U.S. voltage
I ordered a pricey light fixture that doesn't work with U.S. voltage.
Irina Hynes
One of the worst customer experiences…
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.
Emma
Order your furniture a year in advance because that’s how long it’s going to take
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.
Jon
Customer service is poor
Customer service is poor. It takes many weeks to resolve issues. For a high end company, that is unacceptable.
krystal davey
DWR will not take responsibility
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.
SJP
Hoffman cane chairs from DWR
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.
MM
There was a 20% discount added to the…
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.
Gabriella
