Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After delivering at our home on 12/16/2023 for DWR, RXO lost control of their truck and ran backward through our garden only being stopped by running into a large fir tree. It was through amazing luck no one was injured or killed. They destroyed a substantial part of our garden and required hours to be extracted by a tow truck. Our landscape crew repaired the damage, the total cost was $2864. We have been in touch numerous times and been lied to continually regarding payment. We have spoken directly to ************************* at DWR *************, and ************************************* at RXO *************). In the more than 90 days since this occurred neither company has kept their continual promises to just reimburse us for our loss. We have given up resolving this directly as neither company is capable of simply following through on reimbursement.

  Business response

  05/08/2024

  RXO, our delivery agent, confirmed payment for the damage caused to our client. Our client has confirmed that they have since received the payment owed. We apologize for the time that it took to get this resolved, and we're here to support our client however needed moving forward. 

  Customer response

  05/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bed from Design Within Reach in ******* in May 2022. The sales manager in the ******* Store ordered the wrong bed, which he has admitted (email attached). After we realized we had received the wrong bed we complained to DWR who promised to then deliver the correct item, but they then delivered the wrong bed again (i.e. they delivered the wrong item twice!). The sales manager in the ******* office finally realized that the wrong bed kept getting delivered because he had entered the wrong order in the system. He offered to correct the issue by selling me the correct bed at a modest $500 discount, and then take back the incorrect bed as return. I ended up reluctantly accepting the offer because I of course wanted the correct bed. However, to get DWR to deliver the correct bed I had to pay for it, which means I have now paid for two beds (more than $10K) while waiting for the matter to be resolved. It is now January 31st 2023, and I still have the wrong bed in my apartment while I am waiting for the correct bed to be delivered. I understand that the correct bed might get delivered soon but DWR has not informed the delivery company to pick up the incorrect bed so I can get my refund.I think it is unacceptable that I have to carry a $10K balance on my credit card while waiting for DWR to resolve the issue. Also, throughout the process I have only been able to get in touch with the sales manager in the ******* store. DWR has (perhaps deliberately?) made it close to impossible to complain about their services (just look online and you will find no contact information).I'm looking for this matter to get resolved so I can 1) get the correct bed, 2) return the incorrect bed and get my refund. When the matter is resolved I will never buy anything from Design Within Reach again, and I would discourage other people from doing the same due to the experience I have had.

  Business response

  02/13/2023

  We're so sorry to hear about our customer's experience and we understand his frustration. The new bed has been delivered and the incorrect bed picked up. His refund should soon be processed. He has accepted our offer for a billing adjustment. We believe that the issue is now sufficiently resolved to our customer's satisfaction.
  
  Thank you. 
  
  ***************************
  General Manager - ******* Studio
  DESIGN WITHIN REACH
  1918 First Ave. 
  *******, ** 98101
  T: ************
  C: ************
  Track your order on our website here.
  

  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jul 31, I called Design Within Reach (DWR) ******* Studio to ask about ordering 4 Woody Arm chairs. I spoke with *************************** who is the assistant manager. She said that the chairs were in stock and could be delivered in 5 to 7 days. I'd previously purchased 4 ***** Arm chairs, and *****'s computer gave her the same price as my previous purchase. She was aware of a price increase, and said she needed to figure out why the computer was offering me a lower price. On Aug 2, I received a contract from DWR at a higher price, which I completed and returned. The chairs did not arrive within 7 days. On Aug 9, I wrote to ***** to ask about delivery and didn't receive a reply. On Aug 10, I called and ***** reported that the chairs were on back-order and were due in the warehouse on Aug 20. ***** offered to create a case to see whether or not the order could ship earlier, but did not follow-up with me with an answer. The chairs did not arrive within 7 days of Aug 20. On Aug 26, I wrote to ***** to ask about delivery. On Aug 27, I called and ***** reported that the chairs would be shipped on Sep 1 or 2 and delivered Sep 7 or 8. On Aug 28, knowing that the chairs had not been shipped, I decided to cancel my order. I called DWR ******* Studio and told ***** that I wanted to cancel the order. ***** agreed to work with ***** to create a case and confirm cancellation. I also send a message to ***** to document my cancellation and share my contact information. ***** called to say that she contacted the warehouse and canceled the shipment. Apparently the warehouse needed to change the status of the order before DWR ******* Studio confirm cancellation. ***** expected that would happen on today.On Aug 29, I called DWR ******* Studio and learned that ***** was out-of-office. ***** spoke with manager, ****, who was going to contact with the warehouse.

  Customer response

  09/02/2022

  Dear Better Business Bureau,
  
  My complaint ID ******** has been resolved.
  
  Thank you for your consideration.
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩