Design Within Reach — Local services in Cambridge

I had the best service experience of my life at this DWR (I’m mid-40s). The staff is wonderful! I worked with Adam L & purchased about 15 items over a 1/2 year period to furnish my new apartment. This was smack in the middle of the pandemic when there were heaps of supply chain & availability issues. Some of the items arrived quickly, within a couple weeks, others were delayed by months. Adam set expectations & guided me through all of it, provided updates, made sure I was getting the best sale prices, rushed to correct a couple mistakes for free (I’d forgotten to specify the leg color on a desk, and a table showed up in a different wood), and offered an incredible discount on one item I’d ordered that changed manufacturing locations & looked a bit different. He was so knowledgeable, helpful, and patient, esp with fabric choices, and some waffling on my part trying to decide between chair and sectional sizes. It really was the best retail experience I’ve ever had, both with the build-quality & beautiful design of my purchases and with the service—I’m so happy with how my apt turned out. I also worked with Andrew on a couple days when Adam was out, he is so relaxed & great, too, & the store manager, Margaret, who is wonderful, warm & friendly—she extended a sale date for me, & pulled some strings in a tricky situation. Delivery crews were also fantastic, navigating everything up a narrow steep staircase to my attic apt, and assembling everything quickly & expertly right there. One piece of advice: it’s good to know which type of delivery service an item is attached to—some usually larger items are linked to “white glove” delivery & can be partially unpacked in the street to squeeze them up tight spaces, & are assembled on-site. Other crews (standard service?) are only allowed to leave items on a front porch if they don’t fit in a door or up a staircase. So I’d recommend asking which type of delivery service an item is attached to, otherwise you might be confused or disappointed when something is left on your porch instead of being brought in. Anyway, highly recommended! I will always purchase through the store & not online for anything significant, it just really helps to have someone from the local store in your corner in case something needs to be returned, or to get status updates, etc. & I like knowing I’m helping out the...

Just my experience, but if you're spending the amount of money that a DWR purchase entails, save yourself some headache and do it elsewhere.

I ordered 4 in stock chairs online 2 months ago, and had to cancel the order after double digit interactions with customer service. I was constantly told the items would ship within days, or by the end of the week.

Shipping soon was the response until 6+ weeks in when someone told me that actually my order had errors in their system and "management" had to look into it. Two weeks pass by. The final straw was reaching out once again & being informed that this time the issue was the weren't able to charge me the full amount...The missing amount accounted for the 30% sale on the items, which they had no...

What a sexist company. In the new catalog received Jan 31, 2017, of the designers featured with at least one full page spread (left and right pages), 20 of 25 are men. Are women such terrible designers that they deserve a mere 20 percent of DWR's attention?

I had a similarly unpleasant experience buying with the Cambridge DWR store. They put a lot of pressure on me and presented DWR as being special in offering free 'white glove delivery service'. In the end the experience was so bad, even after spending a lot of time working with the sales staff, I opted to not buy from DWR. I ordered the very same pieces from elsewhere and got 'white glove delivery service' for no extra charge.

DWR needs to amp up its service and hire some...