Design Within Reach — Local services in New York

I made a purchase online and did not realize until I received the item that it was the incorrect size. I reached out September 13th to ask if I could exchange for the smaller item. The 15th I was responded to by an agent at this location and was told I'd need to make a second purchase and then initiate the return.

Fine, I navigate to the link the agent provided but was annoyed I could not use the same method of purchase I made on the original item as it was a unique link not like the main website.

I made the purchase and was told it would take a day or so to get the return label. A few days pass so I reach back out and was responded to saying that the gm needs to approve the return but assured me that it would be sent in a day or so.

Another day passes and I just want the return label so I call the main customer service line who tells me all they can do is reach out to the gm once more. Why do I need to talk with this store specifically when I made the purchase online?? Why does it take a week to just return the item? I have since received the replacement item and STILL have the original item waiting to be mailed back!

Update:

Shout out to Victoria who has been the only rep of the company to ever follow up and see my issue through, to...

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