"I had a terrible experience with this company...while in the process of renovations I bought a very expensive doorbell for my electrician to install at a later date. Upon installation I noticed discoloration on the metal face plate of the doorbell. I brought it to the attention of the company once it was noticed and they used the excuse that I was a few weeks past the return date and they would not be replacing it.
DWR is a company that finds it acceptable to sell their clients garbage and act as though they are exclusive. I've purchased several other items from them in the past and I now will no longer be a client.
Please look elsewhere...somewhere that cares about the quality of their products and their reputation.
"
"I wanted to share my terrible customer service experience from DWR. My story is similar to other customers feedback, extremely late shipping (much later than promised), lots of back and forth and no real customer service.
I bought a Herman Miller Nelson Bubble floor lamp from dwr.com in February of this year. DWR advertised a 9 week delivery time. It took 15 weeks for them to deliver the product. Sadly, they sent the incorrect lamp shade. They then promised to send the correct lamp in "2 to 3 business days". A week later, and they are now telling us that it will be another two weeks before the correct lamp will ship. They lie about when things will be delivered and it's always much later.
I also found their method of shipping very inconvenient. They use some random shipping company, like they are movers, and they don't use fed ex or UPS. It was very inconvenient to schedule deliver for a small item. Also, you can't use their retail locations for any help returning items or with customer service. They tell you it's just a show room and go deal with the shipping company yourself.
Needless to say, I've cancelled the order, and will never shop with DWR again. Frankly, your incompetence in dealing with my order borders on fraud. You quick to charge a customer's credit card, but then unable to deliver the merchandise in return. Now of course it has been such a hassle getting my refund and finding a way to return the stupid lamp which they sent to us unusable do to their error. The countless hours I spent dealing with this issue.
NEVER AGAIN, look to buy elsewhere. All Modern and Room & Board have excellent customer service. DWR will go out of business, it has to. I mean it's not like the stuff there is cheap so why is the service so bad?
"
"We purchased a sofa from DWR online. After two months of back and forth, delivery dates changing every week the sofa finally arrived.... Damaged.
A huge glue stain on the side.
I called and received a discount after much back and forth sending photos etc.
NOW almost 9 months later DWR are claiming that we never paid for the sofa they delivered and have started harassing for the full amount.
We of course after this nightmare don't even want the damn sofa.
I would spend the money on a good company like Room and Board and steer clear or DWR"
"I ordered a table lamp from their website on September 2. The website did not state that there is a production time and a shipping time. So, when the receipt said 2-3 weeks I assumed delivery in 2-3 weeks.
It's now October 22 and they tell me it's "in shipping mode".
good products but misleading delivery dates & unhelpful customer service.
"
"I love the products in this store BUT I would think twice about ordering upholstered furniture from DWR. They do not sell the fabric they use so if you have a problem, you cannot repair it. I have beautiful Raleigh chairs with inferior fabric that is raveling on the arms and I asked for fabric to make arm protectors but they said they couldn't help me at all. The chairs are 8 months old. Disappointing because I love their things. "
"Worst customer service ever. I'm returning Almoco flatware, because its design is defective. It's flatware for giants who drink espresso. The soup spoon is enormous; all the pieces except the tea spoon are over an inch longer than my current flatware, and yet the teaspoon is too small to be anything except a demitasse spoon. Crazy. And now they want to charge me a 10% restocking fee. The agent said if I want to have my fee waived (it's only like $3) Beware! Don't buy anything from them."
"I was surprised to see the negative reviews on here, after a friend had highly recommended this company. I ordered a couch and a lamp, after doing quite a bit of shopping around. The prices were good. The company was efficient and polite with all communication, and both of my items arrived within 2 weeks (less than predicted on the website). No issues with the packing, delivery, or quality of the items. Very pleased and would recommend this company if you are thinking of buying furniture online."
"I'm surprise there aren't more reviews for DWR! Unfortunately people only goes out of their way to complain when something goes wrong. I've been shopping at DWR for a few years now. I'm familiar with their showrooms and never had a problem with their staff or online purchases. Granted this company is not for the mass audience but surely they do not served the two 1 star rating I've seen on this website. "
"A few month and a bit ago I ordered a pair of Eames Eiffel chairs from them. Unfortunately due to some other circumstances, I had to cancel these chairs. As per their policy, since they had not shipped, I figured everything was fine. I called the studio looking for the associate I was working with and could not reach her. So instead I called the customer service number on their website to cancel the order. The customer service rep on the phone mentioned that she had contacted the DWR Seattle associate I was working with and that all was well since the items didn't ship yet, it would be cancelled no problem. One week alter, I noticed they put a hold on our card, so I called customer service again and they said the order had no record of any cancellation, but since it still had not shipped yet at that point, they would contact the associate again, as well as the warehouse and cancel for good this time.
Five days later, I come home to see the chairs on my doorstep...and our card charged...again. I immediately called the DWR customer service number and emailed the associate directly as well. The DWR customer service line directs me to work with the associate directly which I try to do. 2 days later I get a mail from the associate saying she'd take care of the return. For 7 days, I don't hear back and don't know what's going on, despite some prompting mails. I call the location again and get ahold of the associate and find out that FedEX has been trying to come to our place the entire week to try and pickup the boxes. I rush home from work and catch the FedEX guy, at which point he tells me the call-tag he has for the return is only for 1 chair, not 2, and thus can't take the second box.
I email the manager of this location voicing my displeasure with their return service and get no reply back. The associate did end up helping with more frequent communication, and I have received a refund for 1 chair and am awaiting the second refund currently.
Granted I didn't buy $10,000 worth of goods, but no reply from the manager is tacky. Overall, high prices for high quality goods, great service when you have questions about products and want to buy, and return service? ....HORRENDOUS. "
"We ordered some stools from design within reach we were unhappy with our purchase, so we returned them. After waiting almost a month, we had not been credited on our credit card for the return. So we contacted them and they did not apologize and then they did not refund shipping, they charged a 10% restocking fee and they attempted to charge us for return shipping even though we had paid UPS directly for it. All in all their "policies" resulted in 30% of the total cost not being credited and we paid return shipping on top of that. While we did finally get them to credit the return shipping that we had already paid for, our experience was awful and I would highly recommend people avoid this company."