"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"
"We ordered about $7,000 worth of Herman Miller Office Furniture back in November of 2021. We still don’t have a full solution. We are business owners and God-fearing people. Its not in our nature to leave bad reviews, however 3/4 of a year of a complete lack of communication and what appears to be a circus of no one knowing what is going on, we are now publicly complaining. We understand supply chain issues and deal with them ourselves in own our business. We get that we’ve been in post-pandemic labor force issues, etc. But this really boils down to the level of support after the sale. Its nearly non-existent we have to manage this like a part time job in order to get people to even reply and offer an update. Its utterly ridiculous and perhaps the worst sales care we’ve ever experienced. Following are the very summarized details of our journey so far.
11/5/21: order for two Herman Miller Desks and Chairs placed with a 10-12 week delivery expectation.
1/6/22: renew desks delivered. One of them with missing parts. called the store and spoke to Michael. The other desk was not able to be assembled by the delivery team. They struggled to understand the directions for more than an hour and we had to kick them out due to having to leave the house. I built the desk myself.
1/7/22:Emailed the store with photos asking for a solution on the other desk.
1/8/22: called the store but no one answers
1/9/22: emailed Michael asking for an update
2/6/22: emailed Michael asking for an update as we have received no response at this point.
Spoke to Micheal at some point in February on the phone. He sated that missing parts cannot be sent so they are sending a whole new desk.
4/14/22: Over 2 months later, received a text from beyond distribution that the desk would be delivered on April 24th. I text back “yes”.
4/23/22: Michael left a voicemail that the delivery would be scheduled soon - which was odd because the delivery was already scheduled…
4/24/22: no one showed up
5/2/22: emailed Michael letting him know that no one showed on the 24th. Micheal called me and we discussed next steps.
5/9/22: sent a follow up email to Michael.
5/23: called and spoke to Kathy asking for update
5/26: called and spoke to John asking for update
5/31: called and spoke to John asking for update
6/7: John called and left message
6/28: called and left message for John asking for an update
6/28: John called back and left message stating it was stuck in the system and they were able to resolve it.
7/6: text from delivery service wanting to deliver on 7/16. Replied with no.
7/11: text from delivery service for delivery on 7/23. Replied with yes.
7/23: delivery went completely wrong. They only showed up with one of the missing parts (which is not complete - missing a cable). The whole desk was supposed to be replaced. The delivery team was great and knowledgable. they also notified us that the desk wasn’t put together correctly and is filled with unnecessary holes now. Called the store and talked to John. He said they will get back to me.
7/25: called the store to get an update. John doesn’t have one. Said they’re working on it. Verified that their system shows a full replacement of the renew desk was to be delivered.
7/29 today - no update or call back.
At the end of day, this company has no idea what is going on and does not know how to connect with their customers to give them regular updates or fill them in on what’s happening. Weeks and in some cases months go by and no one calls you back. The sore has offered financial restitution but won’t disclose what that is. At this point, we want a replacement full desk that has all parts and is assembled properly - front of the line before anyone else. We also want half of the cost of these desks refunded as a gesture of incompetence. We've literally put a hundred hours into trying to communicate and dealing with this with an office workspace that doesn't not work all year.
UPDATE - August 15th, 2022. Have followed up with the store. No reply. We have now left negative reviews online and reached out the main corporation about our experience. they replied once weeks ago asking for more information. I have followed up in email twice with no reply and sat on the phone on hold for more than an hour with no one picking up the call."
"Over the years, I bought quite a few pieces of furniture at DWR. Love their style and products however I will not set food in their stores any longer as they have no idea on when they will actually ship merchandize. I was promised a table in November and now we are in April and they have no clue when it will arrive....."
"After months the Profile shelves arrived but without the assembly parts. After 2 weeks they insisted I had all the parts I needed. Later when I followed up they said there may be a delivery problem. Now a week later still no word. $3,000. and I have shelves that cannot be used. The distributor Knoll said I have to work with DWR because they are the seller. So 4 months after ordering the products all I get is the run around. It’s outrageous!"
"STAY AWAY. Do not purchase ANYTHING from Design Within Reach. They will delay delivery for months. They then use a so-called "white glove" delivery service by the name of Ukay. Ukay is not ok, it is terrible. Ukay will refuse to arrange for a four hour delivery date and time in advance and routinely turns down proposed dates and times shortly before the requested delivery date and time, making it impossible to make reasonable arrangements for delivery, as they did twice in my case. And DRW does not care about Ukay's dismal service simply stating that Ukay is white glove service when in fact they are a third rate outfit."
"I have bought several things at DWR and every single time it’s always a hassle: either they take FOREVER to ship your items or they have a terrible warranty policy. By the way, warranty applies from the moment you place the order so if they take MONTHS to ship, it will apply as time off your warranty. A TOTAL SCAM! As if they were cheap as well. And they give you the runaround when you need service or someone at customer service. AWFUL!!!!!!!!!!"
"Purchase a $6,000+ Eames Lounge Chair from Design Within Reach and it broke out of warranty. All we wanted was repair information/referral so we can send it away for repair. Contacted them by phone & email every month for 9 months and our enquiry is still not answered. Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded."
"All I can say is this company and there customer service is the worst that I have ever experienced in my life. When you spend that kind of money for an item you would expect to not only receive quality product but also quality service. I will never ever order another thing from this company and I will suggest to everyone that I speak to you to stay away! Buyer beware... If you want mid century buy vintage! "
"We’ve ordered 3x from DWR in the recent months and not a single purchase has been smooth. Our table was delivered broken and it took us months to finally receive a refund for it. Other things we’ve ordered (listed as being in stock) had their ship date consistently moved backwards and eventually never got shipped. Still working on those refunds. Their customer support is an absolute joke."
"I ordered towels for $50 which arrived damaged (frayed) i contacted the company to return the product and get refund. Their return policy allows you to return products within 30 days.
However, they kept emailing me to send them photos, forwarded the request to customer care, product development team and dragged their feet for 1.5 weeks! They didn't return my calls.
I simply want to return unused items- why i have to experience this for 1.5 weeks...?"
"Bought an expensive chair and I was told it would take 30-60 days the make. After a while I reached out to find out why it was taking so long. I received an email saying that it would now take 5-6 months to make. I asked to cancel the order because it was unreasonable and not what they told me at the store when I made the decision to buy. I was told that because it was a special order (even though it was still 4 months away from the chair being made) they wouldn’t give me my money back. Now they are playing games about corporate making these decisions and they have me waiting for someone from corporate to supposedly call me. Please be aware. Do not buy from DWR. It is classic bite and switch business practices. Completely unethical if not iligal. "
"I bought a couch from DWR website, it took six months to deliver and was damaged. It has taken another 6 months and they still haven't replaced the damaged part. They give me new dates that it is supposed to come but never follow up when those dates have passed without any resolution. I'm shocked - this is the most I've ever paid for a couch and one of the worst customer experiences I've ever had."
"Ordered a kitchen item that was in stock. Was given a 2 week delivery time. Not sure why, it's not being made to order, and being small, it's easy to ship. Fine. 3 weeks later, I contact CS on email and chat, and I'm told a) that they are not sure what is going on and that b) I should be receiving an email in a few days telling me what's going on. So that's great.
In the email, I'm told that the item is now on backorder, and that they have no idea when it will ship out. Amazing, thank you DWR!
In conclusion, it's a mystery as to how they are still in business, no wonder Amazon is taking over everything nowadays."
"Terrible customer service. We bought 6 dining chairs, outdoor furniture set, 2 small tables, blanket, standing lamp, closet, eames chair, coffee table in the last couple of years. Needless to say we are good customers. The last thing we bought was the Noguchi coffee table for 1800$ 4 months ago. A week ago our 5y old daughter leaned on it, the wooden base cracked (clearly a quality issue as the glass didnt break and my 5y old doesnt weigh more than a plant/pot wich the table should be able to hold). I contacted DWR and filed a claim. They refuse to fix the base or replace it. I am so upset, we spent 1800$ on a table for 4 months before the wood cracks??? Their offer for us to buy the base again is just ridiculous. Please dont buy anything there because if it breaks you are on your own and you just have to buy it again :("
"Ordered an expensive chair from their website and it arrived damaged in a box with absolutely no packing and allowing the chair to flap around inside the box during shipping. After rejecting and or returning two additionally damaged chairs (three total) all terribly boxed and damaged the same way and communicating over 20 emails and 10 phone calls I'm now getting no response regarding my refund and starting to threaten them in small claims court. Starting to believe that some real crooks run this company."