Design Within Reach — Local services in New York

I rarely write reviews but felt compelled by my most recent experience in this store....

I visited this location to look at upholstery options for the Eames Lounge and Ottoman with the intention of purchasing. I approached a sales associate with a question regarding the differences in the leather qualities, hand and finishes. I mentioned that I have a small dog and was wondering which article might provide the best wear over time. Through a snorted laugh, I was told that my question was impossible to answer since no leather is "dog proof". Initially, I tried to clarify, explaining I wasn't expecting anything to be indestructible. I was wondering if there was a grain or finish that scratches or general wear may be less visible on... I was again quickly rebuffed at which point I decided to leave. As I began to back up, the associate asked if he could help me with anything else. I replied that I was truly taken aback and somewhat confused by the condescending manner in which I was being answered. Another associate was quick to jump in, informing me that no one was being condescending through a smirk... Ok, whatever...

Design Within Reach, are your sales associates in the business of selling furniture to customers? Or mocking them? Seems to me that it would be in their best interest to answer any and all questions presented to them in a helpful, professional and friendly manner. Certainly one of the most bizarre and disapointing retail...

Came in looking for information about office chairs, specifically had questions about the Sayl and when I asked an associate for help she brushed off our request. When we pressed for help, she went away looking for someone else to help us. She returned a few minutes later and barely answered our questions.

For example, when I asked the height of the fix arms she pointed to the floor model which has adjustable arms and said "it's that standard height." When pressed for an actual answer she said it was the middle setting, but when we adjusted it there were several settings and the setting she said was the middle was actually the second highest. When we asked more questions she told us to go to the Herman Miller store in Hudson Yards.

Came in ready to buy a chair, left being told to go somewhere else. On the way out noticed most of the associates chatting with each other in an...

Bought an item last year which was delivered with a missing piece. After requesting it, I was told it would be sent by FedEx. It's been 7 months now, and I am still waiting to receive it. Terrible customer support: every time I try to follow up, I need to send several emails just to get a response, and the ETA for the shipping is never met. It's been 7 months and I am still left waiting with no news, no updates, no compensation at all.

Update: it shipped today, as if by magic. The salesperson acts like this is a completely normal situation: $1000+ bill, a 7-month delay, numerous follow-ups, zero communication. Not a single apology. They sell high-end items, but the customer service is way far from it. I am never buying anything from DWR ever again, I advise to stay off it as well, to avoid all...