Design Within Reach — Local services in New York

My score is not a reflection of great selection of furniture, both home and/or office which is great but is post purchase service/delivery one should anticipate. I made a small office purchase (7 months earlier) that included one office chair that was delivered promptly by fedex. But the problem arose immediately with the large bookcase that apparently gets assembled and delivered by a completely separate/independent courier company. Instead of ~1 month delivery (build in Ohio) estimate, it's now 7 months and i still don't have the complete bookcase. DWR staff don't have or know of the actually specifics as the don't assemble or deliver. Apparently, the bookcase was sitting in some NJ location "missing a part" that was eventually addressed. After multiple calls back and forth it was eventually shipped, 3-4 months later. I have no idea how it could happen but just a giant outer frame (badly scratched) was delivered, missing a single shelf ( needs total of 6). After multiple calls and another 3 months laster, 6 shelfs are supposedly in route but nothing regarding the heavily scratched frame. I love their furniture but i strongly advise people to inquire the delivery specifics. Anything, usually relative small up to a chair size, fedexed is fine but be very careful buying any furniture requiring any independent...

I order a mirror on August 14, 2023 with the expected delivery date Sep 20 - 22. On September 25 i check the order status and the expected delivery date was some time in February of 2024. When I called customer service the only solution I got to cancel the order. This is unacceptable I would never place the order in the first place. How can be an order delayed 4 months and you did not even inform the customer. I ordered custom made sofa from Natuzzi made in Italy delivered within 2 months. And some standard mirror highly priced but made in China takes over 6 months. “High end furniture store” with horrible service, sorry NO for me so many better options to...

Horrible customer experience with David who was on shift this Sunday afternoon. While my partner and I were browsing the store for inspiration in preparation for a move, David tersely,and very rudely, asked us move as he was trying to show a different customer an item in the back corner. He then proceeded to roll his eyes and shake his head once he got past us. I think David forgets he’s in the service industry. We definitely won’t be returning and will not be considering DWR for our needs. Note to management: if you want to increase sales, consider replacing your team with people who actually understand how high end...