Design Within Reach

I discovered DWR this year, I went several times: every time I bought something. Thanks to Hiro Lizars, a very nice sale representative, she is extremely professional.
Very nice experience (plus I love the products), I really recommend :-)

DWR is one of the few retail outlets for modern design which you want to go to. The store experience is OK, and the product selection trumps other stores.
Things fall apart once you actually purchase your items: then you begin to deal with XPO logistics, who are incompetent morons. You will be called repeatedly and then call back, just to be transferred to voicemail. Infuriating!
Room and Board has a much better delivery service

So the lamp that I ordered nearly five months ago that said it would take 1 – 2 weeks to ship stil has not arrived. I called the other day and was told that the company was trying to deliver it but could not reach me. No phone calls from the delivery company, zero emails, zero phone calls and they claimed they have been trying to get in touch with me. This is a total lie. DWR has my email address and phone number on the order and zero follow up from them. Then I finally talk to someone at the shipping company and they said they only have half of the lamp to send to me. Great how much more time can I waste on getting a three hundred dollar lamp. I have wasted countless hours of time on this already. What a waste of time! Zero apologies from this company, zero follow up and they act like they are doing me a favor when I contact them and they never follow up. TOtally pathetic! Embarrassing customer service. The best part is when you write into the live feed to talk to someone they literally never follow up. I literally give up. If you value your time I encourage you to check out items here and order them from another retailer that cares about your time and does what they say they are going to do once out of every 10 times even. I have a newborn baby and have wasted countless hours and energy that I don’t have on this. I officially give up. Stay away! This place is an epic fail! They have lost their way for sure.
My rating is 0 stars (negative actallly) but they don’t allow me to give them that.
And, no I don’t have time to contact you again DWR again to see if you can actually follow up this time. I have tried at least ten times and never get anywhere. The onus is not on me to contact you guys. Why don’t you guys try contacting your customers like a regular company when an order is late, when the shipping company does not deliver my item, when the shipping company claims they have no contact information for me (which you have on my order)? It is not my job to contact you. It is exactly the basics of customer service that you can’t seem to get right.

Scott Maclaren at DWR… my hero… he was so helpful in our search for furniture for our new office. We were overwhelmed by the sea of Modern goodness that is DWR, and Scott took the time to help us make sense of it all.

Herman Miller (of the famous Aeron chairs) lists Design Within Reach as the ONLY shop in San Francisco authorized to repair their products. When I contacted them, they asked for more specifics — including pictures. I sent them the pictures and chair specs. They thanked me and said they would be in touch. That was November 10. It is now December 16. They may have some nice items, but buy at your own risk and pray that you never need to contact them for a repair.

I wanted to love this place. In the beginning I did. It was emblematic of my move to SF 5 years ago, when I bought a terrific kitchen table that was a floor sample model, and I loved it. Over the years I have bought lights, storage units, and most recently chairs.
So here’s what turned it around for me. I bought 4 chairs, and they delivered 6. You might think this is silly, but on the strength of the good faith that had been created, I told them hey, wait, you gave me too many. Oh thanks, they said, after some considerable delay. We’ll send someone around to pick them up.
Well, I have a very busy job and I’m single. It is not easy to take time off for a delivery person to come to my apartment within a 4 hour window that won’t be specified until the day before. So, trying to be reasonable, I said why don’t you make me an offer? I’ll buy the extra chairs.
After a long delay, the offer was 20% discount. I said no deal. Silence.
So, today I hired an Über to take their damn extra 2 chairs back to them, on me, after 3 weeks of a large box sitting in my living room.
Bottom line, I think they are snobs. They really only care about customers who buy 10K couches. I am so over them.

The worst service. They let you buy their items but when it comes to delivery service they wont inform you anything after a month of calls. Thdy will just say i will call you back. Nothing. And they will give you atittude.

I’m not sure i understand the name. The prices are pretty high, and the furniture here isn’t that fancy. On the plus side, the showroom is well air conditioned.

It took months and over ten requests to get a bona fide written receipt for my order. Custom products were not delivered to specification; final dimensions were INCHES smaller than advertised. The store places a credit authorization/​hold for months on your credit card until all items are delivered (credit card company informed me this practice should be reported to BBB). They lost an item in transit and it took weeks for them to send replacement. All the while the sales representatives act as if they are doing you a favor and follow up on multiple order issues has been glacially slow and unsatisfactory. Don’t expect anyone here to care about you after they swipe your credit card.

Interior was very impressive love the gallery of dining chairs, very well merchandised.
The staff seems more eager to help, very knowledgable about product and helpful between this location and Berkeley this is the better store IMO. Also they return calls texted me pics, just a better store experience.

DWR has a beautiful new showroom on Kansas where they display a lot of interesting merchandise. The star of the operation in my view is Scott MacLaren who is professional, helpful and efficient. I ‘needed’ a Recliner on short notice and called Scott (among other companies) to see if DWR had something in stock that I could get ASAP. They did not but he was able to get me exactly what I wanted via air freight, delivered to my house within 48 hours. He’s a star.

I had a great experience. I was able to find well-​designed, high-​quality furniture quickly. I appreciated the large, comfortable, spacious showroom, the higher-​end (but not stratospheric) product range, and most the superb support. 10 stars for Sheva Brander, who had great ideas, had infinite patience for showing us all the options that we wanted to see, and who made the buying experience pleasant, fun, and efficient. I have bought a few things from her, and will I am sure buy more. She was very accommodating of all of our special requirements. I wish I had started with Sheva before looking at all sorts of furniture stores. We should have started and ended our furniture shopping at DWR!

I want to give a great shout out for Margot S. I purchased many items from DWR, primarily via the Scottsdale studio. Specifically, I purchased 6 Saarein tulip chairs. When I asked if there were pads available that would go under the chairs to prevent scraping my new hardwood floors, I was told no, without any reason. When I got back to SF and contacted Margot at the SF DWR studio she went out of her way to inquire the Knoll people about my issue with chair pads, even though I had purchased the chairs in Scottsdale. Anyway Margot helped me by taking multiple photos of the chair bases and measuring various parts of the chair, and emailing me the pictures. Margot is the BOMB!!!

Staff here seemed irritated by my existence and angry that I took them away from their day dreaming. Didn’t have any answers to any of my questions. «I think so…» was all I could get. Waste of time. Online service is just as bad.

* space is beautiful
* design inspiration everywhere
* friendly staff
note, they don’t have most of the items in stock, similarly to room + board, the items will be shipped to you (although unlike r+b, shipping is not always free). don’t quote me on shipping fees for either place… i’ve never purchased furniture at r+b (only smaller items that can be carried out). for DWR, i’ve had a mix of free shipping and paying for it… but it depends on whether or not specials are going on, e.g. right now there is a herman miller sale: 15% off + free shipping (yes, i took advantage of that!)

Margot is an invaluable resource for RBD. She is always quick to respond to questions and willing to go out of her way to get us what we need.

Love our new Compact Sectional! Scott was fun and very helpful. I highly recommend Scott and DWR SF!

This is a review for the customer service…
I went into DWR wanting to buy a sofa. A friend loved one style and wanted me to see it so we ventured into the store. Unfortunately the sofa was too long for my space, but we found another version of it that would be perfection! Now for the downside:
We were helped by one woman who acted like we were below her station to speak to. I guess we were as she passed us onto another woman who asked if I could afford the couch when we wished for a quote on it. Excuse me??? R-​U-​D-​E
I really do love the look of the piece and would like to buy it but not if people who treat customers poorly get a commission on it.

Hiro turned a potentially big Fail into a very happy story. She worked with us to figure out what we wanted, all along the way offering her services above and beyond. She is a real professional who sincerely cares about her clients. I would highly recommend her to anyone I know — we plan to call on her when we are looking for our next home furnishing purchase.

Purchased an Eames LCW chair. Had a small dent. Timothy was super helpful and walked me through the return process. A replacement was sent, but my wife and I had decided we wanted to get the Palisander instead. A complicated situation was made seamless with Timothy’s help.
He handled the process with class, anticipated needs and questions and handled the situation and our questions in a way that could be a textbook model for other salespeople. Great job — I was impressed. Definite 5 stars.