I put my review on DWR website and the customer service contacted me without resolving anything. And they also not publish my review. So I put it here: I ordered this credenza and other furnitures in store. I waited for 2 months to get the first delivery. The first delivery was on 1/9/2026 and the drawer was broken. I rejected the delivery and asked for replacement. I have waited for 5 months and still waiting. It kept postponing and I have to contact customer service for the status. I have another bench delivered with defect too I also asked for replacement. The quality of product and service are really disappointing. Not worth the price. I want to cancel the order but my husband really wants it. So we are still waiting. They have already charged me but no status updates afterwards. Basically no one is working on the case. read more

Design Within Reach - Drawer if broken and cannot be closed - Furniture Stores Near Me - Palo Alto, California

Customer service can be a real hit or miss. I had this AMAZING young Asian male associate help me make some final decisions on the purchase of the Story bookcase. He was the one to inform me that a sale was taking place the following day. He was detailed in his overall product explanation and shipping process. This CS experience was key in my purchasing decision. However, the second time I visited with a friend to show her the item and to receive sample color chip, an older Asian male associate William was helping me. I explained the previous experience with the other associate and my interest in purchasing the item. William literally said that I should purchase the item IN STORE as he gets COMMISSION for the sale. I was really uncomfortable with the sales push and his additional descriptions on the item I was already aware of. He pushed me to give up my Herman Miller account information to find out my account details, which I was very reluctant to give. In the end, he sent me a sales quote and firmly told me to order through him, ensuring that stock was available within California and that I would receive my item quickly. Obviously I wished for the previous associate to receive the commission, not him. I left the store really uncomfortable. Fast forward, I ignored the sales quote and decided to order the shelf directly from the DWR website due to my unhappy experience. And behold! My order was rerouted back to this location at Palo Alto, with William cc'ed/hijacked into the order. On the contrary to what William said, my order was shipped directly from the Ohio warehouse (not California), and the two packages of pole and shelves did not arrive together today. I am confused and disappointed at this in store experience of a $500 bookshelf. read more

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Worked with William Quan at Design Within Reach on 355 University Ave, and was very pleased with his outstanding support. Specifically, William came to see our place in Palo Alto and: 1. Recommended various great options to furnish 2. Showed us the most suitable furniture from their store. Then showed in a 3D visuals as how our place will look. I would highly recommend this tore for their great selection with reasonable prices. William is a delight to work with. read more

Short Story: Designer furniture with great customer service! Long Story: I came here on a Sunday afternoon looking for a new couch, specifically the HAY Mags Sectional. Full disclosure, we have not purchased the couch, we did however talk to Florence (one of the sales associates) and will order the couch shortly. When we entered the store Florence greeted us and we looked throughout the store. We then asked her questions about the HAY sectional with different options and colors. She had her laptop and showed us different fabrics. We then ordered a few samples. Florence was very knowledgeable and took the time to answer all our questions. Verdict: We will buy the HAY sectional shortly! read more

I wish I had done my homework on DWR before I spent nearly $4000 on a chair there. The first delivery of the Milo Baughman Recliner 74 I received had a number of manufacturing flaws. Thankfully, the delivery person noticed these and pointed them out to me. The store offered me a discount or a replacement. I took the replacement. Now the metal clips have fallen off and all they will tell me is that the chair is out of warranty. I get that but the professional repairman I consulted with said this never should have happened and that they ought to pay for the repair. I never realized this until I spoke with someone from Thayer Coggins but this is not a genuine Milo Baughman. It's a knock off. If you want the real thing, shop where Thayer Coggins is carried. If you think you want to buy anything there take a look at the Better Business Bureau website first. DWR has a beautiful showroom but buyer beware of shoddy products. Because of the way I felt treated by the customer service rep who sounded like a robot repeating that the chair was out of warranty, I will never set foot in that store again. read more

We had a great experience at this location buying the Eames chair and ottoman. Their semi-annual sale was on so they were quite busy. But William, our sales person, made sure all our questions were answered about the various selections and dimensions for the chair, and lead times. He even visited us at home to bring swatches and offer design help. We took his advice and went with the Black color in a more plush leather option. I'm so glad we went with black as it is the color in which the original Eames chair was designed. And also glad we did not choose cheaper leather options which would not have been appropriate for such a stylish chair which is meant to be a work of art. William was right in steering us on both counts! The delivery was easy to schedule and happened right on time (allowing for the fact that we were on vacation and rescheduling from the original date accordingly). We could not be happier with our purchase. I see that there a lot of negative reviews here and I am guessing that people who have had positive experiences like us have not taken the trouble to write reviews :) We hope to work with William once again. Thank you! read more

Design Within Reach - Furniture Stores Near Me - Palo Alto, California

Bought an Eames office chair, found out it was too short and had to return it....but I live hundreds of miles from the Palo Alto store.....when I started the return process, Chris, the assistant manager, was very helpful and arranged to have the chair picked up, then helped with the refund, which was complete, including the shipping charges.....my experience was excellent and recommend Chris if you're going to DWR in Palo Alto. read more

This is how I got my 1700$ chair delivered. Wheel missing, full of scratches, and in the worst packaging ever. I have asked for a full refund including the shipping. 2 days later, they are still working on it, no confirmation when they'll pick it up and if they'll return my shipping fees. Update: there is no action of refund after 3 days. read more

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Customer service is non existent. No greetings when we walk inside the store. Workers are either pretending to be busy while on the computer or just chitchatting. read more

This store is not capable of basic operations. They still have yet to process a simple exchange - and though the website shows in-stock availability, the store is quoting 4 months wait. The reps do not know how to work the inventory systems. They are also hesitant to help unless you work with your assigned contact, and my assigned contact has completely ghosted us. I've been to several DWRs and this store consistently disappoints. read more

Update on my previous review: it's August 9th, and our order is still not complete (was supposed to all be here in May). The last 4 parts arrived damaged (in June - see previous post), a replacement was ordered but... 2 months later, only 2 parts out of 4 have been delivered. Worse: as Kate (manager, replied to my previous post) recommended, I contacted service@. Good: they replied immediately, asking for the details of my order. Bad: they never contacted me back, total radio silence. So much for sorting it out... Even worse: I almost begged both the shop and service@ to please ensure that the latest shipment was correct, given that the courier over the phone (to arrange for delivery) mentioned 3 packages, and I was expecting 4. But... no, nothing was done to the best of my knowledge. And only 1 package has been delivered so far (yes, we asked the shipping company, repeatedly, if that was all that they had for us). I'm at a loss at this point - the only alternative I have is ask my credit card for a refund/charge back, but after all the work we put in, and a thread that has now reached 55 (55!) emails to try to get the furniture we ordered delivered, it would be highly unsatisfying... without considering the hours lost to open and track packages down, the more I'll spend to dispose / ship back the parts we have, the real estate in my garage that was spent over this, having to find something else to use in our room, and the other work we've done in the room as part of our planning to install their shelves... read more

I've been a long term customer of dwr - over 15 years The customer service at Palo Alto is awful The manager is the worst and the poor customer service starts there - is surprised that I won't buy a $5000 rig without looking at a sample. Thinks I should make a decision based on pictures on the catalog read more

Stay away from them. Terrible service. I ordered an office chair on 08/29. They told me it would be shipped on 09/05. Nothing happened on 09/05 so I contacted their customer service. The Client Care Representative named Sam replied my email and told me the order was delayed to 09/10. I waited another five days but still had no updates so I contacted them again. Sam then changed his statement and told me they were about to ship it in another two days. Two days later, I still hadn't received any updates. I wrote another email and this time they chose to ignore it. I still don't know where my order is today. Their service is questionable. If you want to get your order shipped on time, go with amazon instead, it would be a lot easier. read more

Literally Preeti the sales lady followed my daughter and I like we were going to run out with couches in our hands??????? When we asked to get quotes on a sofa, she said she'd send via email... no quote. Sadly, snobby, and lacked customer service. I will now go elsewhere to buy a similar couch even though I LOVED the leather couch that I sat on. Even my daughter felt uncomfortable as if we were being watched!!!!!!!????? I wish that I read the review before visiting. I have no idea how they stay in business. read more

Unfortunately, another longstanding customer lost due to awful and in my opinion, arrogant customer service. At this rate, with this attitude and lack of customer service, I predict that this company will be out of business in the next few years, unless something is done about the way they treat, and look after their customers, especially those that have had poor experiences with products purchased. Therefore, BUYERS BEWARE! before you leap into purchasing what may appear to be lovely modern designs for your house and beyond. While their stuff may look cool and high quality heaven help you should you have trouble with anything you purchase from them - as I experienced firsthand. I have been a longstanding customer with DWR and have spent tens of thousands of $$$'s with them. For the most part I'd say I'm happy with what I have purchased - until recently. In mid 2015 I bought a Nesta rug for a new house that we had purchased. The project was delayed and we only moved in at the end of March 2016, which was when we first used the rug. It looked great but we noticed vey soon that it started shedding the wool (not uncommon for wool shag rugs). But boy it was everywhere. If you walked with socks or any low hanging fabrics it would attach itself and tufts appeared all over the house. Far worse, is that the rug slowly started unraveling, where literally the shag threads would fall out and slowly the rug started "balding". I thought perhaps this was just one or two isolated incidents where they hadn't been weaved in properly, but alas, it just kept on. Now, I'm left with a rather ugly looking rug with lots of bald spots all over. I've collected two bags of shag strips and the rug is so unsightly that I've had to roll it up and put it in the garage. What was once a complimentary item in the living room has become something I've had to hide from view. At this point I got fed up with the rug and decided to contact DWR to see if they could replace it with a better alternative. After all I had spent well over $1,000 on a rug that was literally falling apart within two years of use. To add, no dogs and we don't wear shoes in the house - so light to moderate traffic at best. This is not right and obviously an inferior quality product. I registered my issue with customer service and they said it would take between 1-2 business days to get back with a reply. In addition to explaining in detail, I sent them a stack of photos showing the bald patches and bags I had collected. After several repeat calls to them it took more than 4 business days to get back to me. Their response (excerpt): "We are reaching out to you regarding your Nesta Shag Rug. Unfortunately, your rug is out of warranty and the vendor cannot extend it. As per the vendor of this rug: "Being a handloom construction and wool product, there will be inherent limitation shedding of wool fibres but that too minimises over a period of time." What B.S. Firstly, they totally ignored the main issue, namely that the rug was falling apart! Second, the "fibres" have not minimized, but in fact have been shedding more progressively. Yes I understand its out of warranty, but I was sold an inferior product for a hefty price. A rug that fell came apart within a couple of years... DWR should honor their customer's issues and provide an alternative replacement. This rug is rubbish - its falling apart for goodness sake - they should bite the bullet and provide some proper customer service, no arguments. I think it's disgusting to be treated like this. Clearly they are purely looking at their bottom line and have no consideration for customer satisfaction. By the way, no surprises, they have discontinued the product and if you do a bit of research on the reviews on this product they are really bad. So DWR knows it too. Though I may have spent quite a lot of money, this will be the last time I'll be buying from DWR, unless they are able to satisfactorily resolve this matter. As I'm beginning to discover, there are plenty of lower cost modern design alternatives offering better quality and better service. Sorry DWR, but you're blowing it. read more

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Horrible customer service. My table arrived badly damaged and after many phone calls and emails I have yet to hear back from them. It was so badly and obviously damaged that I can't believe it was shipped to a customer. read more

Yeah, so they should call this place "Design Within Reach for the 1%". Well, okay, not the 1%, but you get my drift. At the moment, it is definitely not within my reach but I hope it can be in the near future. It would be lovely to pop in and say, "I'll take the $410 Louis Ghost chair, put it on the Visa." Anyway, I like the space here off University Ave and the service was friendly and accommodating. I seriously have been lusting after the Philip Starck Ghost chair for quite some time and although am not in a financial position to buy right now, thought I would entertain the possibility. The affable saleslady and I looked at the chair in different lighting, scrutinized to see how easily the polycarbonate would scratch (turns out it would scratch very easily) and how comfy it is. On a similar topic, we ended up talking about the different types of scratching posts on the market, but I would not hesitate to come back here and buy the chair should I come into a windfall or if I ever decided that style is more important than food. read more

dwr website for this store location and also google shows the store closes at 6 pm. Today I drove to Palo Alto from a far away just for the store, arrived at 5:20 pm and the store was closed. I was planning to buy a coffee table and a side table. They just lost a customer who was ready to place an order of a few thousand dollars. Not coming back to this store. read more

I see a few negative reviews on this space and wanted to set the record straight. I had excellent service when I shopped at DWR. I was given plenty of space to hang out and test the furniture and when I needed help I got it. I actually sat on some patio furniture outside for about an hour, talking on the phone and nobody even gave me a look. I was so comfortable I eventually ended buying a whole suite of that furniture! When I asked about the items, my options were neatly provided on tear sheets which I took home and mulled over for awhile. When I finally made up my mind my order came relatively quickly (within a few weeks). The smaller things were dropped off without needing signatures and the larger things delivered with an *excellent*, polite and communicative white glove service. I tipped them well. The quality of the furniture is great and when I made a special request, the salesperson went out of her way to fulfill it before the sale was over. She has since responded quickly and courteously to every question and request. I am not given to hyperbole so trust me on this. A good store. Thank you, Kriti! My only critique is that I think the phone should always be answered by a live person instead of an automated phone tree. There are enough people on the floor to handle that and you can lose sales if no one picks up. DWR is a high quality mass market product - not a bespoke designer boutique. Figure out what you want and deal with it like a human being. Don't waste people's time. If you treat people with respect, they will respond in kind. read more

Cecilia's review is spot on with my experience today: I was looking at Herman Miller chairs from this Palo Alto location and there were zero customers in the store. There were three employees sitting at their desks on either Facebook, WhatsApp or Instagram. I spent 20 minutes trying out chairs with zero customer service before I just straight up left due to no assistance. When I was leaving the store, all three employees were still browsing social media (did they even know I left? who knows) This is my first and last time ever in a DWR store. Also this store's return policy is terrible (10% restocking fee + you pay shipping costs & you cannot return it to the store)... why bother shopping here? read more

The furniture is beautiful in the store, but the service is absolutely terrible. We were interested in a $12K couch. My husband has to get up 5 times to get help when the staff was in the main showroom with us. We were promised a phone call to verify a leather option, but the phone call never came. Not sure if we received this treatment because we dressed nicely but casually. read more

I was a loyal DWR customer for years. But my recent experiences with the Palo Alto branch and ordering on-line have been appallingly bad. Atrocious and arrogant customer service, over-the-top delivery fees (and poor service there too), and on top of it, merchandise that arrives damaged and incomplete. Sorry, I'm done with DWR. Fortunately, there are now others (Room and Board is one) that offers similar items with a commitment to customer service. I don't think DWR can compete anymore. read more

They have some cool stuff. Love all the silverware and nicely shaped dinnerware. Really chic and modern! There's a great selection of sofas, chairs, tables etc. The designs are pretty unique and specific to what you're looking for. Spent quite a few minutes browsing and enjoying what the store had to offer. Lots of various colors and shapes. Was a shame the sales lady sitting at her desk didn't acknowledge us, ask whether she could help, or even say hello. We left feeling neutral about returning. Will stick to ordering online. read more

I am very disappointed with my DWR purchasing experience. I purchased a bed frame end of November and the receipt gave an estimated delivery date of January 21. Well, it is April 18 and I still do not have the bed frame. I've had several "your bed is ready" moments, only to keep calling the delivery service and have them tell me that they never received my order. DWR should be embarrassed to do business with such unreliable vendors. I would not recommend any custom order from DWR. read more

The customer service here is terrible at best. I walked in and took the elevator to the top floor (office chairs section) and an employee approached me rudely as if I was lost. Then she decided to follow me upstairs and asked if I had any questions. I asked if they had a specific product and she immediately said no. I don't think she even bothered to look it up. Nice store, nice products, but the customer service could be way better. read more

For a furniture store with such high end pieces, this location is simply too small to work. There are only a few items on display, and even then, it looks crowded. The way the items are laid out doesn't really help the customers envision how they would look in their houses and so that's not much help either. There were maybe 5 groups of people in the store and some with kids and it felt super crowded. read more

This store has some great collection of furniture. I wish they also had good representatives who sit in the store to help out customers and not look down upon them. There is this particular representative, Kriti Mehta - who seriously lacks good customer service skills. She had her nose high up in the air, failed to even look at us when we asked her a question about some of the chairs on display. She seemed too proud to be sitting there to help. The store can get a lot more customers if only the shopping experience was made more pleasant.Even though we really liked the furniture there, we changed our minds just to avoid dealing with unpleasant customer service. read more

It's a little small for a furniture store, but even so, they still have what you want. Went in yesterday to purchase a specific chair and the lady was very friendly in helping me get it. The Palo Alto store is tidy, which compliments the look of the furniture displayed. Great thing about going to the studio is that you get $50 off when you spend $500. Bad thing is that you're spending $500. read more

I also have had delivery issues with DWR. I ordered a sofa and a chair in 'stock' configuration and was told they would both arrive in 3 weeks. Four weeks later, I contacted the sales guy and got a terse reply that the sofa would arrive in 3 weeks, the chair in 4. That's twice longer than the original estimate, and apparently no one was going to let us know. After another 4 weeks, the chair finally arrived. I was expecting the sofa first, so I gave our old sofa away and we lived with just a chair for two more weeks until the sofa was finally scheduled for delivery. Summary: estimate was 3 weeks for both items; reality was 7 weeks for one, 9 for the other. It makes me wish I had just ordered directly from the manufacturer. read more

I found this store very pretentious. I literally came in with an open mind to see if any of the pieces would work for my space. I agree with some of the other comments in regards to the customer service lacking in interest and responsiveness. I think this store could make a lot more sales if they hired people with more energy that made the effort to say hello and do more then just talk to each other from their chairs. I am surprised DWR hasn't fixed this problem with all the past comments. You would think there would be much to work with seeing this is right around holiday timeframe and customers are looking to get their house ready for the holidays and are also looking for gifts read more

Dog shit service, the representative took my credit card information and said will order the chair for me. A month later, I got nothing from them. Then I went to the store again, the representative just basically don't care at all, replied very rudely without even looking at us. read more

Design Within Reach - Furniture Stores Near Me - Palo Alto, California

There isn't really a bad thing I can say about this branch, except that everything is expensive. I love the store and I wish one day I can afford the real deal. For now I visit to drool and see the comparison between the authentic and the replicas. So far I've been very happy with the knock offs that I've been purchasing. All have been very close to the real deal. Again, I hope that one day to be able to afford to make a purchase from there. read more

Bought a Flight recliner here a couple months ago. The shopping experience was very relaxed and pleasant. The salesman who helped us chatted with us and gave us color samples to take home to help us make our decision. No pressure. If only real modern furniture cost a little less-then I could go back there more often! read more

this place is so NOT within reach. crazy prices!! i ordered a sofa. was supposed to come 3 months later!?!? took 6 months? am still waiting like 8 months later for a cushion for the sofa. do they give a discount for their sucky slow service? nope. lame. and when I am there, it's like 3 groups of people waiting for 1 person to help us. even their sale prices are ridiculous read more

Miss the old staff. Bought an aeron chair here about 20 ago and came back for a replacement. Not sure what happened but no smiles or anything when I came inside? I've bought furniture from other high end stores such as Roche Bobois or even the other dwr. Location. Won't be back for this one unless they teach their employees how to sell a product with kindness. Only giving 2 stars because the 10 other times I came for my furniture and spent around 20k in total, it seemed like they actually cared read more

I ordered a chair last weekend. While the buying experience was fine, the post buying experience was not that good in terms of communication. On paper the estimated delivery was about a week. However, I was told that it generally takes much sooner than that because the chair is in stock (which I thought means somewhere close by). So, I just called at the store to inquire on the timing. Instead of just a simple clarification, the lady on the phone (don't want to name her) was being sarcastic with her cross questions and took the conversation into a completely different direction and in an irritated tone trying to explain me things which I never asked for. Anyways, not a good experience overall. I hate posting a review like this but unfortunately had to do it, sorry. Hopefully, she learns from this experience. read more

Worst contractor they use for national delivery service. Rude, never calls back and uncompromising.

I spent days picking out the perfect table, comparing and contrasting from other sites. I finally found one on design within reach. I got all the way through checkout to the shipping page where the they would not deliver to my front door unless I pay a massive premium. They only deliver to the interior of the building which is totally not secure. What a crock! They may as well say they wont deliver at all when they only deliver to an inconvenient and insecure location. I'm boycotting them because they obvious are biased against people who live in multi unit buildings. They are biased from people who don't live in the suburbs! read more

Terrible customer service. Ordered a dining table in mid-October and was told that it will be in stock by the end of the month. When I didn't hear anything from the store in early November, I called and was told that the table will arrive by Thanksgiving. Again, did not hear anything from the store and called again and was told that the shipment is still "stuck at sea" but will arrive by Christmas. Again, the store went radio silence on me and I called to follow up in mid-December and was told that it's still "stuck at sea". DWS said it's out of their control that the inventory is late and they offered me the two equally terrible options which are 1) pay additional $1000 to buy a different table 2) return my order including the dining chairs I had bought. Will not shop here again. read more

We had been looking for a sofa for a long time yet could not find the quality furniture we both wanted. The great thing about DWR is that there stock is not cookie cutter. As soon as we walked throughout the door Nick and his sales team were efficient and attentive. We made the purchase and the delivery was right on time. Actually I think it was a week early. Once the sofa was in place it just changed the room. We are so happy to have found DWR Palo Alto. read more