Design Within Reach Brooklyn Outlet — Attraction in New York

Absolutely wonderful customer service--which has not only changed my decades-long perspective on DWR, but also my approach to furniture shopping going forward. Let's face it, while the brand is called Design Within Reach, the prices for each items of furnishings are physically NOT WITHIN REACH for most people (unless you're willing to sacrifice the budget of the entire room for one DWR piece--which I had stupidly done for my first apartment straight out of college). I have shopped at DWR for two decades, although never at any of their outlet stores, and each time was disappointed with their customer service or lack thereof to the the point of--for a few times--swearing off forever that red and white square logo.

While I've been happy with how all my DWR furniture look in my two homes, each and every single time, I never for once naively believe that each piece that I bought was worth their higher price point (especially sans service and/or with an extra helping of snobbish attitude) and only kept going back because I personally couldn't find an optimal substitute being a lifelong worshiper of architects and good designs. So after each disappointing transaction, and after enough immediate years of holding steadfast to my not-so-high principles of "they don't deserve my business," their beautiful, clean, and thoughtful designs by talented architects would draw me back in...like sirens calling out to a weak-willed, design-starved chump. And because I've come to expect the lack of customer service at their main stores, I avoided their outlets believing that the customer service there would naturally be even more lacking.

To the meat of my review, my husband forced me to physically go inside this DWR outlet because we had time to kill while traveling through Brooklyn. I was perusing their collection of Eames chairs when Mike came up and asked me if I needed any help (if you've been to any DWR stores, you'll know that this would happen less than 20% of the time). I told him that there was a specific chair (leather color, armless, pneumatic mechanism) that I had wanted ten years ago and ever since, have regretted not biting the bullet then--which he commiserated seeing how these chairs have doubled in price since. He searched the floor himself and came back with a few options. While they were good options, I already knew that he wouldn't be able to find my perfect chair, especially at this discounted price, but proceeded anyway to tell him how each of those options deviated from my "perfect" chair--simply because I had more time to kill. He gave me his phone number and to give him 2 hours until the store closes at 6pm, since he hadn't had a bite to eat all day after having missed his lunch. Because we had more time to kill, my husband and I just wandered around in the massive warehouse and in less than an hour, after Mike had spotted us from his back room, rolled toward us--my "perfect" chair from ten years ago!

This is the first time that I thought that the actual item I purchased at DWR is worth the price I had paid (and perhaps even more with the excellent service I received). To say that I was blown away by this existential moment which didn't fit into my concrete worldview of DWR experiences is an understatement. From now on, anytime the sirens call out to me again, I will first come to this DWR outlet location and ask for Mike.

So Mike--thank you for reminding me that I should never have to sacrifice good service and experience for the furniture...

If you’re looking to upgrade your furniture to high design and actual high quality don’t hesitate to stop by here. They get in all of the best DWR has, and on any given day you can find your dream couch/chair/table/desk at a price that won’t induce sticker shock. It’s amazing the difference between the brands they carry and the chain stores (west elm, crate and barrel etc). It really is obvious when you see the quality difference, and with this being one of DWR’s very very few outlets you can wind up paying less for an actual high quality and long lasting piece of furniture that will have your guests complimenting you for years to come; than a couch or chair that every website has online under different names and in stock only in cream or white. Their stock is constantly changing, as it’s an outlet. However unlike the typical outlet, where the products for a designer clothing brand like Prada seem a bit off and probably were never approved to go to the main store, everything at DWR Brooklyn is the same amazing furniture offered at the showrooms. The big plus is that everything is ready to go, no waiting 3 months, and at prices that really do make “Design” within reach. Ask for Nicole, she’s the best, but really all of the associates are incredibly knowledgeable, and helpful. DWR across the board is a great company, but the outlet is a hidden gem. They even have their own instagram where they do floor walk throughs videos every few days or when something amazing comes in, and to announce flash sales. Such a great store and honestly just a great place for inspiration if you’re in the market for furniture. Chances are you’ll find something you fall in love with, and will take home with you, and will feel unique...

The individual who assisted us, Nicole, was informative. However, the overall atmosphere at DWR felt a bit off, and I'm unsure of the reason. Regarding our purchase, we were told the item would be taken off the display floor and stored until we returned for pickup. We were told this would be done and that everything was placed in a specific room. Upon returning the next day, the $1,500 item was still on the floor. This is concerning because it means other customers could potentially damage the product we had already paid for. When we arrived for pickup, the employee helping us seemed indifferent to our need for clear information regarding who would assist us and how the item would be loaded into our car. The process itself was disorganized. Initially, only one person was assisting us with loading the large wooden credenza. Eventually, a second person showed up to "help," but there was a distinct lack of urgency. Crucially, they made us load this expensive, delicate wooden item in the rain. Considering the "final sale" policy, one would expect the staff to be exceptionally pleasant and eager to facilitate a smooth, quick departure. Furthermore, staff should be enthusiastic about ensuring customers can preserve and protect the expensive item they just purchased, especially when adverse weather is a factor. I added the receipt to demonstrate that I in fact did purchase and item at...