Design Within Reach — Local services in New York

Design Within Reach is really a step above comparable furniture vendors. Their products are great, but their customer service really sets them apart. I worked with one of the designers they have on staff (Gina) to plan and layout my new apartment. She spent a ton of time working with me and was very passionate, despite me being very thorough and a bit slow to make decisions.

Unlike other stores, I didn't feel any pressure to buy, and I felt like she was upfront and honest with me regarding pricing and delivery. As is typically the case with furniture, the time for delivery was longer than I'd like. However, I get the sense that the staff in store actually understands the shipping and delivery process and knows how long things might take.

At some stores, after you make your purchase, the employee you are working with is mostly done with you. A different part of the company handles shipping and delivery. Design Within Reach is different; Gina assured me she'd be watching my order and keeping me updated throughout the process. I left feeling confident that if I had any sort of issue, she'd work with me to sort it out.

I ended up spending a little more than I had planned on furniture, but I'm glad that I did. I was comfortable spending a bit more because I didn't think their products are overpriced; they are just higher quality. Their honesty and excellent customer service gave me confidence that I'd have peace of mind and no regrets with...

I absolutely love HAY and their customer support in Europe. We recently moved to the USA and experiencing ordering HAY product via DWR and I am honestly sad and surprised how far behind DWR is... This is my experience: I have ordered HAY Rey Table from DWR specifically because of the fact that it was shown as in stock and that can be delivered next week. It was not delivered next week and instead I got message that the delivery date changed by an extra week. I emailed DWR to ask if they can confirm the new delivery and they confirmed. Well, today I got an automated email that the delivery date changed and wait... by 3 months!

For anyone that is interested in HAY products or other nice design pieces from Europe, I recommend Finish Design Shop instead. Here you will pay an extra for the delivery, but you will get an e-commerce site and...

Assistant studio manager at the upper east side location didn't seem to want to help me or secure my business. I've shopped at DWR for years and never experienced the lack of customer service I experienced at this location. She never got back to me on a quote I asked her for and seemed like she didn't want to be bothered. I'm a black woman and shopping on the upper east side in NYC is hardly ever a pleasant experience for me, regardless of the amount of money I'm spending. But considering the fact that I'm a frequent customer who has spent A LOT of money at DWR, I was hoping they would take that into consideration and at least give me the courtesy of following up in my request. I guess not. I have two words for them....