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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.
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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. I have purchased furniture from DWR many times and the service has always been great.
Demand Free Shipment and Expect the Worst
DWR shipping and logistics are abysmal. Every order from DWR has had errors. We orders this bed October 2021 with a 4 week estimated ship date. Didn’t deliver until the end of February 2022, and they didn’t ship the footboard. We have paid in full for a $3000+ Bed we cannot use and DWR has the gall to pend another $1000 charge for the replacement footboard.
Shipping times are an absolute lie.
Frequent coordination with out of state design and engineering teams allowed for a fast tracked construction schedule.
month’s delivery delay
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You may be waiting a long time for your items to arrive with no accurate info on when to expect it. I've had issues with multiple orders being delayed, and customer service giving false wait times. They say weeks, and then when after weeks go by and I check in on the shipping status, customer service then tells me it's actually months now. Last year, I waited 9 MONTHS for 2 throw pillows.
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Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded. 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!
The tragedy is we love the piece and quality, but customer service has been vague and slow to respond. 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.
Price
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. 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.
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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. Do not purchase ANYTHING from Design Within Reach.
We sell clean and simple furniture and accessories, representing designers, materials and processes that span categories and countries. Many of the items in our assortment are contract quality, and are used in restaurants, hotels and schools around the world. I got a nice coffee table from them, no problem.
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. Tried contacting them again and this rude woman told me they couldn't do anything.
After waiting months for my order, received the wrong items from shipping company, XPO, who insisted I sign for the wrong items. Extremely rude when I refused to sign for the wrong items. Design Within Reach needs to vastly improve upon the level of customer service they provide. It is unreal how inadequate the customer service is when one considers the high end nature of this retailer. I didn't receive tracking information on any of the items I ordered. On one order I was sent the wrong item meanwhile another purchase hasn't shipped though the estimated time frame has come and gone.
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.
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