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October 2024 by Tarush Gupta
Item came broken - for such expensive goods, you would expect better packaging, but they cut costs and cheapen the entire experience. My item, in metal, came broken (after three months of placing the order) as it was wrapped in a mere PLASTIC SHEET with no padding. I am expecting further shipments from DWR and regretting working with this store for my home needs. I do not recommend working with them given their dismal state. No wonder they are on 20% discount throughout the year.
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June 2024 by manny garewal
Beautiful, quality furniture. It took a while to get but was worth the wait. Meagan and Robin gave wonderful service! SY
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March 2024 by Maggie Laskowski
We set out on a new journey in life, selling our home and all its contents to start fresh in the City. Living in a colonial home for over 20 years we had wonderful traditional furniture. We decided to go for a more modern look and could not have found a better place to learn and find the look that best suited both our tastes, budget and needs. Design within Reach is just a fantastic place to learn and see the high-quality modern/classic modern options that may appeal to you. The selection is somewhat overwhelming, but thanks to their professional and knowledgeable sales staff it was a great experience.
Over multiple visits our salesperson, Trevor, walked us through the furniture we liked, what the design pieces we liked were intended for and their best use in rooms. Together, over multiple visits to the store, it became clear what furniture we not only loved, but what made the most sense for what we wanted to achieve. Trevor was our guide throughout the whole process. He did not sell us furniture he worked through a process to make us happy, and our dream look become a reality.
If you’re in the Toronto, ask for Trevor. You will walk out of the store knowing that the selection you ultimately land on is best for you and why. Plus you will have an enjoyable experience, the young man is both knowledgeable and wonderful person to learn from and converse.
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February 2024 by Roger D
We ordered an expensive sofa and chair from DWR and the material was of poor quality. It started pilling immediately. Not what I would expect for the price. Also, we ordered an ottoman with 16 week delivery and it came with the wrong legs. They are making us wait 16 weeks to correct their error. They make you act like they are doing you a favour by selling you furniture. I WILL NEVER SHOP HERE AGAIN.
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February 2024 by Maggie Laskow
We set out on a new journey in life, selling our home and all its contents to start fresh in the City. Living in a colonial home for over 20 years we had wonderful traditional furniture. We decided to go for a more modern look and could not have found a better place to learn and find the look that best suited both our tastes, budget and needs. Design within Reach is just a fantastic place to learn and see the high-quality modern/classic modern options that may appeal to you. The selection is somewhat overwhelming, but thanks to their professional and knowledgeable sales staff it was a great experience.Over multiple visits our salesperson, Trevor, walked us through the furniture we liked, what the design pieces we liked were intended for and their best use in rooms. Together, over multiple visits to the store, it became clear what furniture we not only loved, but what made the most sense for what we wanted to achieve. Trevor was our guide throughout the whole process. He did not sell us furniture he worked through a process to make us happy, and our dream look become a reality.If you’re in the Toronto, ask for Trevor. You will walk out of the store knowing that the selection you ultimately land on is best for you and why. Plus you will have an enjoyable experience, the young man is both knowledgeable and wonderful person to learn from and converse.
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January 2024 by Joe Shashati
Do not buy from this company. Sold me a defective chair and then gave me the run around for a whole year now. They keep telling me someone will call me to start the process no one ever does. When you call them back they apologize and ask for you to hang up so someone can call you. Asking to stay on the line apparently is not an option. You call Herman Miller they say they do not have manufacturers warranty and you need to deal with reseller. Ive sent countless email been on hold for hours at end and every time its the same excuse. Save the hassle and go with Steelcase or someone else. Their supposed “12 year warranty is a scam”. I wish I saw these reviews before buying its no wonder their rating is so bad.
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January 2024 by Tim Plavac
Very pricey for items which can be found elsewhere for less. Friendly helpful staff. But design is Def not in reach for the average shopper due to the prices.
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January 2024 by Laurence Cymet
I love their products but buying anything here is an act of frustration. I ordered an office chair, and it required several calls and emails and followups to ensure that the chair arrived when I was home, no option provided to schedule a delivery. Then Fedex dropped off two chairs instead of one. When I called DWR they didn't even flinch and said I have to print a Fedex slip and arrange for the shipment back with Fedex myself, so I have this giant box sitting in my house for ages. Buying a high end chair here required an awful amount of time and labor on my part.
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November 2023 by Alex W
Worst customer service I've experienced in my entire life.The store was empty of customers, there were 2 sales staff in the store. They didn't offer us any help or did they inquire about what we were looking for.When we asked them for assistance despite being 5m and 10m respectively sitting at their desks they didn't respond to our questions until we asked 2-3 times as one was on their computer and the other one was on their cell phone.At this point they finally decided to humor us with a reply they gave us very lackluster explanations and only after several minutes of frustrations trying to adjust the model of chair we wanted to test in-store to see if it fit me properly(The only reason why we even came to the showroom in Toronto in the first place) before purchasing it.They finally remembered that the show model they are displaying is in fact broken and that what I have been attempting to adjust the entire time was not a user error on my part as was suggested multiple times by the sales staff but was in fact a defective product they are displaying in their store.Even if they had not remembered their show product was defective, had they gotten up and stopped looking at their phone and just attempted to see what the issue I was having was they could have easily seen that the product was broken and informed me as such.This is all disregarding the fact that they have defective products in their showroom to begin with which isn't all that inspiring to claims of the 12 year warranty that I am supposedly receiving with my product.I don't think I've ever felt so disrespected shopping at an establishment in my life.I'm not sure if they treat everyone who walks through their doors like this or it is just because I am young and like to wear a hoodie and jeans as my casual wear but I don't think I should have to wear my suit in order to be given the time of day when shopping at an establishment such as this.If you don't plan on wearing your Rolex, bring some designer bag or wear your business suit for your own personal shopping, I would recommend on shopping elsewhere unless you have the expectation that the staff with no one else in the entire store treat you as a thorn in your side and a bothersome window shopper.
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November 2023 by A
Went to the store despite reviews & was helped by Meagan. Great experience. Some places are more apprehensive to help me because I wear casual tshirt and loose sweatpants to test furniture for comfort, and they expect me not to purchase. She was more than happy to help me whenever I asked & would leave me alone when I needed it instead of hovering and pressing for a sale like many places. Had to take longer than most people to test each chair because of pain problems. She was very patient.Still not completely decided on the lounger to get, but she also helped me look at office chairs. Decided on the HM Aeron, and joked about how crazy expensive they are at final check out and she was still kind enough to tell me I can take my time to decide if it's too much or continue instead of just pushing through with the sale, which I think most salespeople would just push it through. I'd probably give Meagan 6/5 for my experience.So, the in-store experience was great so far, and most reviews seem to be about having trouble online. I'd suggest going to try some out instead of just buying everything online.
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November 2023 by Luke D
Nice furniture but expensive.
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November 2023 by Andrew Rooney
Bought a small item in-store. Still hasn’t arrived ~6 months later. I get the sense that this place operates in bad faith.
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November 2023 by ron a
Placed an order online on October 1st which had a delivery date of Nov 4th, no updates at all, checked today and the site says expected arrival Nov 1st...which has already passed...wait on hold for 40 minutes to speak to someone, am told that the item is now on backorder and it MAY be delivered by the end of November.
Delays happen but I think this isn't an acceptable way to deal with them, having no communications even from the automated web system and being misled isn't the type of service I expected. I didn't place my order elsewhere because I was promised a shorter lead time from DWR.
Won't order from them again until they make any actual change to communicate with their customers instead of promising things they can't fulfill and having 0 communication
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October 2023 by Mandy Ding
I sincerely advise to purchase from another stockist when possible. For returns, they charge a hard 10% restocking fee. Legally, the policy is that this fee is capped at $500 per item. However, DWR customer service tried to charge us more, refusing to provide an accurate estimate of return costs (initially quoting us $1800 in return fees on an $8000 dollar table). We had to ask multiple times for a transparent cost breakdown, reinstating their return policy, to get the $500 cap honoured. It has now been two weeks since the table was returned to them and they still haven’t processed a refund.In addition, one of our earliest purchases of a bed frame costing over 10k was delayed over 6 months, as they first delivered the wrong colour and then could not remember what colour we ordered. We have never had any of these issues with their competitors. Restoration Hardware allows us to add items to open orders without incurring extra shipping, and has never been late on any pre-order items.DWR does not deserve customer loyalty. Moving forward, our family will be looking to purchase elsewhere,
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September 2023 by Alexandre Buchweitz
This feels like a self service show room so I have no idea what to do there.For the price of the items in display they should have someone to help you and walk you through on what they are and how to use them. Went to try the HM chairs because I love them and wanted to convince my partner to get one as well and we stayed there figuring out which chair was which. One person came to say hi but she even pointed out the chairs incorrectly, she was showing a Mirra chair but telling me it was an Aeron. We had to google to find out more about the chairs and my partner ended up not buying anything. I'm hoping to convince her to buy online. Will not come back to this store again.
