Complaints

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

close

Find a Location

Design Within Reach has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Design Within Reach

  711 Canal St Stamford, CT 06902-6094

• 

  Design Within Reach

  455 Jackson St San Francisco, CA 94111-1612

• 

  Design Within Reach

  151 University Ave Palo Alto, CA 94301-1632

• 

  Design Within Reach

  1 Montgomery Street 2nd Floor San Francisco, CA 94104

• 

  Design Within Reach

  332A Santa Monica Blvd Santa Monica, CA 90401-2206

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:01/12/2023

  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 ordered furniture from Design Within Reach January 16, 2022. upon ordering, they put a hold on my credit card for the entire order amount. There were some snafus with how the charged my credit card, and, while I got those issues resolved to my satisfaction, communication and follow-up were poor throughout the ordering process. Foreshadowing.
  
  My furniture did not actually arrive until September 26, 2022. I understand supply chain issues and the like, so (while frustrated) I knew that custom furniture could take a while. Communication during the 9 months I waited for my furniture was non-existent, and my requests for status updates were generally not returned.
  
  When our order arrived, however, one of the legs of our new couch was damaged and the rug that was delivered was not the one I had ordered. I immediately filed a complaint on the delivery and asked for a replacement leg and the correct rug as soon as possible. I was assisted by a gentleman named Hani who was helpful and empathetic, and assured me that everything possible would be done to make my order good.
  
  It has now been four months since the delivery (and a full year since I initially placed my order), and I am still awaiting the new leg for my couch and the correct rug. Communication has gone dormant again, and I can't get anyone to respond to my emails or give me an ETA on my order. I am beyond frustrated. This is high-end furniture at a high price point, and I cannot believe the poor communication and lack of attention to detail I have seen from DWR. I love the furniture they carry, but will look for alternatives to avoid doing business with them in the future. In the meantime, though, I would like immediate information on
  • When will I receive the replacement leg for my sofa? Why has it taken so long?
  • When will I receive the rug I ordered? I just got a new catalog and the rug was in the catalog.
  • How will I be recompensed for the unsatisfactory delays and miscues in fulfilling my order?

  Business Response

  Date: 01/27/2023

  Design Within Reach is currently working directly with this customer on the replacement order.  As of today it's estimated to ship early February.  We will continue to personally monitor this order.  

  Customer Answer

  Date: 01/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I can confirm that the business has been in contact with me and has communicated additional (and clearer details) on timing, I will not view the complaint as successfully resolved until I have received my correct rug, replacement couch leg and the financial reimbursement that I have discussed with DWR. 
  
  
  
  Sincerely,
  
  
  
  **** ***********

• Initial Complaint

  Date:12/27/2022

  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.

  We purchased a table from Design Within Reach. The table was delivered through DWR’s white glove delivery service about a month or two after the timeline originally provided. While assembling the table, the delivery people backed a large piece of the table into the outside of our front door, which was left open during the delivery. The wood piece jammed into our lock, knocking the lock askew, scraping the face of the lock, and knocking off the paint around the lock.
  This delivery occurred in mid-September 2022 and we have been engaged with the sales person from DWR’s Larkspur, CA store (who is also that store’s manager) and various DWR and ****** ****** customer service people. We expected the door to be repaired by DWR but instead were told two months after the damage was done that we should find our own repair person and obtain a quote and that DWR would then cover the cost of the repair. We got a quote for $1200 (to purchase and install a new lock and repaint the front door) and sent it in in late November. We were just told that DWR (without seeing the door in person or ever sending anyone to our home) believes that the cost to repair exceeds the estimate we provided. This is confusing since they told us they do not have repair people and, again, never came to our house to see the damage. We would like DWR to either have someone do the repair for us or pay $1200 to have the repair person we found do it. (Note that the original quote we received was $1500 and we negotiated it down to $1200.) We have been trying to work through DWR’s process for three and a half months. We are at our wits end and just want to put this behind us. Our order number is ********* and we placed the order on May 16, 2022. Thank you.

  Business Response

  Date: 12/29/2022

  Hello,

  The issue has been resolved with the customer.

  Design Within Reach has refunded customer *** ****** a total of $1,200 to address the door damage.

   

  Thank you.

  Customer Answer

  Date: 12/31/2022

  
  
  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 very much for your assistance, 
  

  
  
  
  *** ******

• Initial Complaint

  Date:12/19/2022

  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.

  Traveled from ********* to the Design Within Reach store in ********* to test out ****** ****** chairs. I spoke with a sales agent, and discussed the shipping time for the chair I desired. It was stated on the website, and confirmed by the sales agent, that the chair was in stock and processing/shipping within two weeks -- i.e., the standard time. A couple of days later, on November 20, I placed the order and the processing/shipping time was still the same. I would have the chair by December 7, according to the website, when I purchased it. The sales associate (with whom I was corresponding) confirmed it was indeed shipping within two weeks.
  
  On December 6 I checked the website for my order status, and the chair's delivery date was now expected at the end of December. This was concerning.
  
  Then, upon checking the order status on December 17, the website said that the item was shipping in mid-February -- a full two months after it was initially promised!
  
  My purchase of this chair was motivated, in part, by its promise of arriving in a timely fashion. Design Within Reach's listing of processing/delivery times has been misleading.

  Business Response

  Date: 12/22/2022

  I am truly sorry for the delay with this purchase. I will reach out to our customer directly to see if we can explore alternative options or work through next steps to determine how to move forward.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 have placed an order for two chairs and mirror with DWR on June 19, 2022 (order total $6,185, receipt and emails attached).
  I paid $349.00 for White Glove delivery. The Sales associate Reza Rouhi offered a 10% discount, and mentioned if the chairs will go on sale within the 30 days of purchase - they will reimburse me the difference. The chairs did go on sale (additional 5%, which is $309.25) and I sent Reza an email asking for the promised reimbursement, he never acknowledged my email. So I went to see him at the store. His response at the store was - "Of course, we will process it for you right away".
  
  In the meantime, we encountered an issue with the delivery - the "white glove delivery" service delivered the product damaged and it had to be returned. After many back and forth emails and visits to the store, eventually we got the replacement of the chair (which took a couple of months) and in the beginning of that process, the store manager Jim J**** apologized and said they will reimburse us the White Glove Delivery Fee of $349 for all the trouble and inconvenience. I have been waiting for the reimbursement of $349 (delivery) plus $309.25 sale difference for months now and last I contacted them by email on Sept 13, 2022 - with no answer from them. Again, I went to the store to speak with them, the sales associates were rather unfriendly and to my questions why they ignore my emails, store manager Jackson did not respond but said that I will have my reimbursement in my account in 3-5 days. It has been over 30 days now since the last interaction and I still have not gotten reimbursed. I have contacted them multiple times by email and in person to no avail. This DWR store is located in ********** ** *************

• Initial Complaint

  Date:09/21/2022

  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 a rug online 9/11/22 for $1763.68. I received a patio umbrella instead on 9/20/11. The package is a long rectangular box about 11x1 feet. I took pictures and sent an email on 9/20/11. I followed up with a phone call 9/21/11, I was on hold for about 5 minutes, I spoke with Henny, polite and good service. He told me I would be getting an email with the label. He did not clarify when I would get the email (in my experience with other companies usually if you speak with a human about a return, the label is emailed almost instantly). He also said that he was my case owner and if I had any problems to ask for him. About 15 minutes go by and no email so I called back at 8:46am PDT. I was on hold for about 10 minutes before a representative picked up. I started the convo by telling her I spoke with someone about 15 minutes ago about a return label and I had still not received one, she was responded that it takes a full day for the label to be processed. She also said, "Did he not tell you that?" (something to that effect) I asked if it could be expedited as I have this giant box of literal trash sitting in my home. She said no. I also asked if I could speak to Henny, to which she also said no. She was extremely unhelpful, curt in her responses and when I said that she was being unhelpful she said I was sighing at her and she thought that was rude. I literally laughed out loud. I am sighing because I have trash sitting in my living room and I am not getting the expedited help I need. I asked if I could speak to her supervisor bc I felt that she and I were getting nowhere and she hung up on me. I want some store credit (discount for the rug) for all this time and energy spent trying to fix a problem that I did not cause, dealing with rude customer service, and storing trash in my living room. All I wanted was a rug. I am paying good money for a rug. But instead I got trash and rude customer service from the company that made the mistake.

  Business Response

  Date: 10/03/2022

  We are truly sorry to learn of this experience. We have processed your return and replacement and expedited the replacement. We have also reached out via email and phone. Please reach back out if we can be of any further assistance. 

  Business Response

  Date: 10/03/2022

  We are truly sorry to learn of this experience. We have processed your return and replacement and expedited the replacement. We have also reached out via email and phone. Please reach back out if we can be of any further assistance. 

• Initial Complaint

  Date:09/16/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 have placed an online order on 3/9/2022. They are 4 wishbone chairs that supposed to be delivered in 5 weeks(estimate showing in the website). Now it’s already September and I still haven’t receive anything. I followed up once back in April and was told they won’t be able to deliver the item till end of Aug. Waited till Aug and nothing happened. Called several times and was told they don’t know where the item is and will find out from their warehouse team and get back to me. But they never get back to me at all. Every time I have to wait for at least a week and then call them to follow up and again get the same answer.
  I try to leave a customer review on their website and they didn’t even allow your review to show???? Then what is the point of having a customer review on your website if you only allow those 5 star reviews to show? And this is super misleading when you say the items can be delivered in 5 weeks and in fact customer don’t hear anything in 5 month.

  Business Response

  Date: 09/26/2022

  We have reached out to our vendor to get an updated ship date.  We are requesting more time on this case so we can address the customers needs and provide more assistance.  

  Customer Answer

  Date: 09/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I did receive two calls from DWR after I submit this complaint. Yet I got the exact same response as three month ago. The business couldn’t tell where my items are and couldn’t give an estimate timeline on how long is going to take for them to hear back from the vendor.

  on the website, the item is still showing ready to ship in 5 weeks, which is a lie.

  If the business asking more time to resolve this issue, I need to know how long do they need. And if they couldn’t fix the issue by the time line they provide, what compensation I’m going to get. 

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/07/2022

  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 ordered two pearl white Mercer flush mount ceiling lights on 12/28/21 through DWR.com and paid $1785.04. I received a package on Feb 19, 2022 labeled box 1 of 2, and inside was a single 8 inch wall sconce. I notified customer service right away, spoke with Anna, who created a case and she emailed me a return label to ship it back, which I did. On Mar 1, I was sent an email from Anna that the correct lights were delayed due to supply chain issues, and would ship in the 4th week of May. On May 7th, I had heard nothing, so emailed again to inquire about ETA. They (DWR Team) responded that the case had been closed, but someone would reach out to me. On May 21st, I emailed again but got no reply. I emailed customer service again on June 6th, and was told the lights were back-ordered, but I should expect them in the 4th week of August. On June 11th I responded by email that I would like to cancel the order, as I needed lights before the end of August. No response, so I emailed customer service again on June 23rd, followed by a phone call. The representative (Robert) told me they would issue a refund within 24 hrs - he reviewed my billing info for the refund. I waited another week - no response, no refund. I sent another inquiry to customer service on July 2nd - no response. I emailed again on Aug 7th, no response. I called customer service on Aug 31st and spoke with Arnell. She said I would be issued a refund by the end of day. I asked if I could speak to a manager, or escalate this to someone who could ensure this would be handled promptly this time. She gave me three case numbers, in case the refund was not issued. I have waited a week - no refund. I am simply requesting a refund of $1785.04, for lights ordered in Dec that have never arrived, and it is now September.

  Business Response

  Date: 09/19/2022

  Full refund has been issued to customer.  Copy of receipts has been sent for customer records as well.  

• Initial Complaint

  Date:08/09/2022

  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 ordered one shelving system from DWR in February 2022. The delivery I received was not the product I ordered. I contacted DWR to resolve the issue and they arranged for a pickup of the product.
  
  The total charge was $1509.01. In March, they issued two separate refunds -- one for $523.67 and another for $492.67, leaving an outstanding balance owed to me of $492.67.
  
  Six months later, I have yet to receive this outstanding credit to my credit card. I have filed a dispute with my credit card company and DWR has provided inaccurate information as a response leaving this issue unresolved.

  Business Response

  Date: 08/10/2022

  We are so sorry to hear you had a frustrating experience with your order and refund. A Manager will be reaching out to you by email today to confirm that your order is refunded in full. 

  Customer Answer

  Date: 08/18/2022

  ***** ******** * ********************
  ***** ********* ****** *** **** ***** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
  
  

  THANK YOU BBB!

  I'm sorry I missed earlier messages. This issue has been unresolved for months. I only wish I had contacted you earlier. Thank you so much for your assistance