Business Profile

Furniture Stores

Design Within Reach

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Design Within Reach's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

38 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have placed 2 orders on 11/12/2023 and 11/13/2023 with a salesperson at the DWR **** **** store.
For order ********* lounge chair, we payed $8773.59 (original price before tax $9495 20% off) including $399 shipping and order ********* credenza $2674.12 (price before tax $2695 10% off). We initially wanted to wait for a better discount but were told by the salesperson that the company is going to refund the price difference after delivery if cyber sale has better promotions.

Our purchase was close to thanksgiving and the cyber event started on 11/22/2023. The promo offer was lounge chair 25% off + free shipping and credenza 20% off and entire order EXTRA 5% off (we are expecting a refund of approx. $1046.82 + $399 for lounge chair & $401.11 for credenza).

We have contacted the salesperson immediately after receipt of items on 11/22 and he said that he would bring up to management to process. Followed up after a week and he confirmed again if the furniture were both delivered for the refund process to kickoff. Promo emails arrived in my mailbox everyday and ironically we did not receive any updates from DWR until the sale event was over. Another 10 days no response, we again asked for estimate time and he finally admit that he needed to submit (3 weeks and he hasn’t even submitted the request yet) and even claimed that the store 14 day policy period has passed and he needs time to figure out what discount he could apply right now. Basically during the whole period, they are simply stalling till the price adjustment period is over. We had to call their support number for help and again was told the 14 day period was over and we should’ve called earlier. They can’t apply the EXTRA 5% nor free shipping right now and only able to offer partial refund.

DWR don’t respond directly to requests, instead they play games back and forth. We need someone to resolve the issue.
After reading similar complaints on BBB, looks like this has been a recurring issue for others.
Business Response
Date: 12/13/2023
We are truly sorry for the disconnect regarding your sale price compensation and we are happy to report that your credits have been processed and verified. A manager is reaching out to you with confirmation and documentation for your records.
Customer Answer
Date: 12/14/2023

Complaint: ********

I am rejecting this response because:
I have only received email regarding the refund of order ending ****. I haven't heard from you about the other order yet. I called the support team yesterday as well, and the team was not able to provide the current status of it either.
I will leave this case open until I have received the full refund.

Sincerely,

**
Business Response
Date: 12/22/2023
We will continue to work alongside the studio where the order was placed to work toward a proper resolution for the client.
Business Response
Date: 12/22/2023
Please accept documents showing all agreed upon refunds for this client. We are confirming that we have provided the appropriate resolution to this matter.
Business Response
Date: 12/22/2023
Confirming we have coordinated with the studio where the order was placed and all relevant refunds have been issued.
Customer Answer
Date: 12/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**
Initial Complaint
Date:12/05/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the ***** Lounge chair during the black friday sale. Other sales on the same or similar items were going on at that time but I decided to buy from DWR because the estimated delivery was by Dec 9 and the item was in stock. I recently checked the order since I hadn't heard anything from the delivery service and it says it won't ship until mid February. Now all of the other sales are gone and really need this chair asap.
Business Response
Date: 12/18/2023
We are unfortunately unable to expedite this order. With that, we are working directly with the customer to determine if they would like to select an in stock item or would like to keep this order open.
Customer Answer
Date: 12/19/2023

Complaint: ********

I am rejecting this response because: I cannot cancel the item and receive the same price.

Sincerely,

***** ******
Business Response
Date: 12/20/2023
After consulting with our manager, we can confirm we have offered to honor any previous sale pricing on a new order for an in stock item. We are more than happy to assist the customer in replacing a new order for a color option that will ship shortly.
Initial Complaint
Date:11/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 30th, we purchased 4 items from Design Within Reach- ********* ** location, totaling $4545.24. We placed this order with an account executive, Ifketar, via email after speaking with him in the store about a week earlier (10/21).
After the transaction processed, the $4545.24 was a pending transaction on our credit card. The transaction remained as 'pending' and never fully processed. After remaining as pending for an unusually long time, I contacted Ifketar on 11/14 to ask about this. He told me that it is normal and it should "fall off" within a day or two, that it is normal DWR processing to continue to run a pending transaction periodically until the items ship and transaction fully processes.
The following day on 11/15, a second pending transaction of $4545.24 showed up on our credit card . I contacted DWR customer service and was told this was normal. I explained that it was not acceptable to hold approx $9000.00 on our credit card erroneously. I had to ask several times and follow up, before being told management looked at it and removed the second transaction, but that it would take 5-7 days. I then explained that I also need escalation pertaining to the first transaction that has never "fallen off". As of this morning, I still have 2 pending transactions. On Thursday friday 11/17, the customer service rep continued to tell me to simply wait and that the original transaction would drop off when items ship. this contradicts previous communication, and contradicts the need to continue placing transaction. I want both transactions to be corrected. At this point, we cannot use our credit card, which has created undue burden on our family financially as DWR is erroneously holding $9000 of our credit.
Business Response
Date: 11/28/2023
We are working directly with this customer to have the order charged prior to shipment.
Initial Complaint
Date:10/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 29th, 2022 (delivery date end of December 2022), we purchased a ***** ** Mattress ($2,521.54) together with a ***** Bed ($6,615.24). After a few months' purchase, pink/red stains started to show on the ***** ** mattress cover even though we protected it with a mattress protector from the start. We wash the mattress protector regularly and no stain has ever shown. We have not spilled anything on the mattress. We contacted customer service about this defect (with pictures showing the issue) and asked for a refund or a mattress replacement. DWR told us this issue was not covered by the 10 year warranty. No explanation was provided regarding the appearance of the pink/red stains. They recommended to wash the ***** ** mattress cover. Unlike mentioned on their website, the ***** ** cover is not easy to remove/reposition since the zipper is located underneath the mattress. In addition, the ***** ** cover is very bulky/heavy and does not fit in a regular washer, and will need a commercial washing machine. The ***** ** cover cannot be 'dry cleaned' nor machine dried according to the label located inside the product. DWR never provided us with the warranty terms nor with the instructions manual. On Sept 26th and Sept 27th, 2023, I posted a review on their website. There were removed immediately from their website.
Business Response
Date: 10/05/2023
We are happy to confirm that the customer has been refunded in full for this item.
Customer Answer
Date: 10/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:08/29/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a rug and a rug pad from Design Within Reach and I arranged for a return of the rug. ****** picked up the rug to return on August 11, 2023. I was charged a restocking fee of $291.40 on August 12, the day after ****** picked up the rug. But I have yet to receive my refund. I called today to find out where my refund was and tonight I received a notice from my credit card company that I was charged the restocking fee again! Another charge of $291.40. I feel I have been defrauded as I've been charged twice for one restocking fee and have not received my refund. Meanwhile I have tried to cancel the rug pad which was supposed to come at a later date than the rug. But that item appears to be in limbo. I expect to have my money returned and the second, illegal fee, removed from credit card. Moreover I expect to have the money I paid for the rug pad refunded.
Business Response
Date: 08/31/2023
After looking into this case, we have cancelled rug pad off of this order and reversed any authorization holds related to that item. We are also happy to confirm that the refund for the rug has been issued.
Customer Answer
Date: 08/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for responding promptly to my complaint.

Sincerely,

***** ********
Initial Complaint
Date:08/24/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the items in the attached receipt in November of 2022, with delivery set for May. In August of 2023, DWR contacted me (as noted in the attached email chain). I was fine with the suggested course of action, even though delivery was still months late at that point. I have continued to try to follow up with DWR and have since received any response to several emails (again, outside of their requested timeframe of 24-36 hours). I have called the company and selected the option to be called back. I again have not heard from them. My credit card continues to show irregular activity, with charges pending, then removed, and has been that way for months now.
Business Response
Date: 09/13/2023
We are happy to confirm that a replacement is currently shipping to the customer, and they have been issued a $200 refund as an accommodation for the issues with this order.
Business Response
Date: 09/13/2023
We are happy to confirm that a replacement is currently shipping to the customer, and they have been issued a $200 refund as an accommodation for the issues with this order.
Business Response
Date: 09/13/2023
We never received the original inquiry giving us 10 business days to resolve this complaint, but did start working as soon as we were notified that we only had 7 days to work.
Business Response
Date: 09/13/2023
We never received the original inquiry giving us 10 business days to resolve this complaint, but did start working as soon as we were notified that we only had 7 days to work.
Customer Answer
Date: 09/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so long as the issue is continued to be worked on. Rob from DWR has advised that the order is in process of being picked up again.

Sincerely,

****** *****
Customer Answer
Date: 09/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me so long as the issue is continued to be worked on. Rob from DWR has advised that the order is in process of being picked up again.

Sincerely,

****** *****
Initial Complaint
Date:08/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company presents misleading information on their website regarding delivery times - for which they charge an exorbitant fee for. They promise delivery dates in order to sell the product, and then they fail to deliver. Misleading to consumers.
Business Response
Date: 09/05/2023
We are happy to confirm that both refunds have been issued back to the customers original form of payment and this issue is now resolved.
Initial Complaint
Date:08/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order on 5/22/23 for $6,392.08. I cancelled the order and never received a full refund. After numerous calls back and forth I got a partial refund. DWR is still holding $592.84 which the agent who I just spoke to told me is for a restocking fee. When I originally called to cancel the order I was told I would be getting a full refund. The agent said there would be no cancellation or restocking fees. I would have never agreed to pay $592.84 in restocking fees.

Order # **********
Business Response
Date: 08/14/2023
Due to the client not being properly informed of the restocking fee, we are arranging a restocking fee refund as an accommodation.
Initial Complaint
Date:07/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an order (#*********) on May 18, 2023, for a 20" ******** table. During the process, I realized that DWR initiated a sale of 15% off and free shipping. I'd been working directly with a store, and I asked whether I needed to cancel my order to take advantage of the 15% off and free shipping. The salesperson advised that the store manager would refund the 15% and shipping costs after I received my order. Once about six weeks passed, I received my order and promptly notified the store. I was told that the store refunded me on July 6, 2023. Nearly one month later, I still have not received the refund. The store has refused to help in any meaningful way. I've asked them to research this, but they refuse to do more.
Customer Answer
Date: 07/26/2023
Hi there. I’ve connected with the store once more and they are planning to send me a check now. I’m not sure what to do except wait.
Business Response
Date: 08/01/2023
We are happy to confirm that this customer has been refunded for the sales price.
Customer Answer
Date: 08/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Customer Answer
Date: 08/12/2023
Design Within Reach misrepresented the outcome of this issue to me and to the BBB. While they promised to resolve this by reimbursing me accordingly, they have not. I should have received a check in the mail more than 10 days ago. This company has continued to play games and make this simple transaction very difficult to resolve. I respectfully request that this matter be reopened.
Business Response
Date: 08/14/2023
We are sorry to learn that payment has not been received by the client and are working closely with our finance team to resolve this as quickly as possible.
Initial Complaint
Date:07/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order with Design Within Reach for a table over $4,000. Their rep called me shortly after and I gave them my morning pick up window and they said I'd be contacted the day before to confirm by phone to make sure it still works. Nobody called me. I received an email from delivery company with no return # stating a new time range that I couldn't do that day. I called the DWR several times to see if we can get an earlier time since I hadn't taken off a whole day of work to accommodate them. The reps never called back but did refund the delivery free. Finally, delivery people arrived and tried to assemble product and put holes through the table and damaged it. I called DWR immediately. I was very unhappy the delivery guys refused to take the product they damaged back, I spoke to a few customer reps and nobody would refund my $ and said I had to wait for pick up. I was told a supervisor would call me back. That hasn't happened either.
Business Response
Date: 07/28/2023
We are still working with this customer directly to ensure a smooth delivery process.

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Design Within Reach is NOT a BBB Accredited Business.