Shipping News. Lately we have been hearing grumbling about the shipping costs at DWR, and recieved this email:
Hey Apartment Therapy,
What's up with DWR's shipping costs? Last month I considered buying a $360 mirror, and I recall the price being just over $400 shipped (so lets say $45 shipping.) I just checked again with the sale, and the mirror's $324, but shippping is $97?! Give me a break.
Mirrorless in Manhattan
Indeed, it is true. Above is a DWR mirror that will cost 25% for "shipping and handling." And so many furniture companies are shipping free these days.... MGR
Also, if you want to drive to their warehouse to pick it up, you have to pay a fee ($25, I believe) AND you can only do so M-F, 9-5, making it impossible for most people to get there. Nice.
And -- the first time I visited DWR (in Los Angeles), I asked if a certain small lamp was in stock. The salesman checked his computer and confirmed that it was. It wasn't until after that my credit card was in his hand that he clarified that the lamp was in stock in a warehouse in Kentucky.
I purchased the Alu bed a week ago and it has yet to ship. I have called DWR several times asking for the status of the order and each time they claim the order is currently in the allocation process.
The customer (lack of) service representative I spoke with confirmed the bed is in stock and mentioned that the order is not delayed. When I mentioned that DWR's website claims orders ship out in 24-48 hours and it has taken twice that time, the representative said that is not unusual. I asked if she could provide additional details about what is happening with the order and she replied, "I am in California and the warehouse is in Kentucky, there is nothing I can do."
I asked for a shipping credit for my inconvenience and was told to call back in two hours and talk to a customer service manager because there was nothing she could do. IKEA offers better customer service then this.
This experience is unsatisfactory and I can not recommend ordering from Design Within Reach. The company seems to believe customer service ends once the payment is received.
I bought a table and chairs from them in December to the tune of $1400 [$200 of which was shipping] and didn't even get an email to tell me it had shipped. I had to call them to get a tracking number and while the guy on the phone was nice and all he seemed pretty "there's nothing I can do about it". It took almost 2 weeks to arrive and the freight company barely gave me any warning. In the meantime one of their reps called me personally to invite me to an event at one of their stores.
If I have to pay tax *and* shipping I expect at least a modicum of service if not an outright ass-kissing. The last time I bought a $150 bag for my laptop I got 2 confirmation emails and a handwritten thank you note from the owner of the company. I know $1400 isn't much for them but it is a lot of money for me and given all the options for affordable designer furniture out there now I'm definitely shopping around.
I really want the Alu Bed but $150 tax & shipping on top of the cost of the bed itself it silly, especially given how crappy the shipping is so I'm not going to buy it. It's obvious the company is growing fast, maybe a distribution center in California and a new shipping company might improve things a bit.
If DWR restructured their shipping cost somehow they would have a lot more business. Some of the orders HAVE TO BE SHIPPED white glove, how’s $600 in addition to the cost of a $1400 dollar dinning table, outrageous! However, I do have to add that the customer service pre sale is great, but I guess that won’t hold water.
I had the worst experience at dwr. the wrong furniture was delivered and it was delivered late. When the right furniture arrived it was broken. They ended up giving me a floor sample without telling me it was a floor sample. I accidently found out later.
Nobody apologized and when I got mad, A-T-T-I-T-U-D-E was all I got in return. CONSUMERS BE WARNED OF DWR.