Design Within Reach

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hello I researched this customer's claim with our [redacted] outlet First, I would like to apologize to the customer for the frustration he endured with his rug purchases However, we do sell our "gently used or returned items" on [redacted] and we believe they are advsertised as such The customer was refunded the entire amount for the Ginko Rug which was $ I have attached a copy of his sales order The customer is not due an additional $as he was refunded 100% in full.If we can be of any further assistance, please let us know.Sincerely, [redacted] Vice President, Operations

Hello I researched this customer's claim with our [redacted] outlet First, I would like to apologize to the customer for the frustration he endured with his rug purchases However, we do sell our "gently used or returned items" on [redacted] and we believe they are advsertised as such The customer was refunded the entire amount for the Ginko Rug which was $ I have attached a copy of his sales order The customer is not due an additional $as he was refunded 100% in fullIf we can be of any further assistance, please let us knowSincerely, [redacted] Vice President, Operations

From [redacted] Sent: Tuesday, July 19, 1:PMTo: [redacted] Subject: Fwd: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Hi [redacted] I was able to resolve this dispute with Design within reach.You can call me at [redacted] if necessaryThanksJogb

Complaint Information: Customer complained that we did not refund her tax backWe responded and said we had repeatedly asked customer for required documentation in order for us to refund taxOnly after we responded via her Revdex.com complaint did she send us the required documentationHer tax has been refunded and we consider this case resolved

Hi - I show that a replacement order was issued at no charge to this customer and successfully delivered on 8/2/to the following address: 229);"> [redacted] Please confirm customer received 2nd shipment Sincerely, [redacted] Lemon Grove Ave Los Angeles CA 90038-Lemon Grove Ave Los Angeles CA 90038-

I believe our customer service department did everything they could to correct the error The correct attention name and address were on the fed ex confirmation and the item was delivered to the correct recipientWe are sorry [redacted] isn't satisfied with the result Regards

Hi, Unfortunately, the information this consumer was given is accurate It can take up to three months to have someone stop receiving mailings once they unsubscribe from our mailing list We take these requests very seriously and request from our marketing partner and mailing house in a timely mannerWe apologize for any inconvenience to this consumer I will personally follwith our mailing house to ensure they have been removedSincerely, Lee AN [redacted] Vice President, Operations

Dear Mr***, I am so sorry to hear about your complaintI have reached out to the owners of our Mexico franchise Could you please expand on what exactly went wrong?? I would like to understand the details of the issue so I may help make this right for youSincerely, [redacted] Vice President, Operations

Client contacted us to have special order cabnet made to his spec Was told lead time an that there was a 50% deposit Signed paperwork to that effect Then he tried to call and cancel with another account executive I reached out and left a voice mail that day as well as emailed the following: "I heard that you called in today to cancel the media cabinet Just a reminder, special orders are not technically cancelable (I suppose you could, but you would lose the 50% deposit) This was outlined in the special order documents that you signed on the 12th of October I was somewhat surprised to hear that "delay" was the reason you wanted to cancel, as we are lest than weeks into the stated week lead time Let me know if you have any questions." If he had contacted me directly and said that he was alright with losing 50% of the value of his order, then it could have been cancelled right then However he never returned any email or calls He refused multiple attempts at communication, several emails and calls as well as physical mail

Hi,Unfortunately, the information this consumer was given is accurate. It can take up to three months to have someone stop receiving mailings once they unsubscribe from our mailing list. We take these requests very seriously and request from our marketing partner and mailing house in a... timely manner.We apologize for any inconvenience to this consumer. I will personally follow-up with our mailing house to ensure they have been removed.Sincerely,Lee A. N***Vice President, Operations

Complaint Information: Apologies for the delay in respondingI am following up on the letter you sent to Design Within Reach on October 20, Ms [redacted] certainly did not experience the level of care that we provideDesign Within Reach did go through a major system upgrade in September and, as a result, for a short period of time certain customer service representatives and sales personnel had limited visibility to shipment statusOn October 3rd, Ms [redacted] did receive most of her order; however, there is one item pending delivery and is anticipated to be delivered on or before November 1, Lee N***, our VP of Customer Experience, has provided the delivery information to Ms [redacted] 's Account Executive who has informed her she will be given a $discount, apologized for the unfortunate experience she had with Design Within Reach, and let her know when she can expect to receive the last item on her orderAgain, this is not a typical scenario for Design Within Reach as we strive to offer an exceptional luxury delivery experienceThank you

Hi - I show that a replacement order was issued at no charge to this customer and successfully delivered on 8/2/to the following address: *** *** *** *** *** *** ** *** Please confirm customer received 2nd shipment. Sincerely, *** ***
Lemon Grove Ave
Los Angeles CA 90038-Lemon Grove Ave Los Angeles CA 90038-

*** *** ***I am very sorry for your recent experience with us We apologize that you were not notified of your delivery and that the chair arrived in less than perfect conditionWe strive to deliver the best in authentic modern design accompanied by exemplary customer service
Unfortunately, we did not deliver either with your order We have since fixed our automatic shipment notifications for *** ** shipments I do see that we refunded you the full amount of your order and the chair was returned to our distribution center on March 15th I will request that you be removed from our mailing list If I can be of further assistance, please do not hesitate to let me know I hope you will give us another chance to make it up to you.Sincerely,Lee N***Vice President, Operations

Complaint: ***
I am rejecting this response because: The package was indeed delivered but only because the doorman at the building was forewarned. The issue is the exceedingly poor customer service. The addressee was incorrect despite my having given them the correct information at least twice. When I tried to get them to correct it they said they would, and of course that never happened. When I called yet another time I was told nothing could be done--sort of "too bad". Given that the mistake was the company's, there should have been a sincere effort to correct it.
Sincerely,
*** ***

Complaint Information:
text-align: left;" valign="top"> Customer has complained that they did not receive a tax refund for their order placed with Design Within Reach #***The reason why customer has not had tax refunded is because they shipped their order on a private boat vsan actual Freight companyBy law and the state of *** tax requirements, we need proper and legal documentation that the items they purchased from Design Within Reach were indeed properly exported to another countryWe require an itemized Bill of Lading showing final destinationThis has been explained to the customer countless times and we still have not received the paperworkWe cannot refund tax based on their word aloneIf further information is required, please don't hesitate to contact me*** *** VP, Operations ***

I am so sorry to hear that this customer has not been able to reach anyone to process her return I would like to know if she at any time tried calling our Customer Service number ###-###-####.I have asked my Director of Customer Care to reach out to this customer directly to process her
return.Thank you for forwarding *** ***

From* *** *** *** Sent: Tuesday, July 19, 1:PMTo: ***Subject: Fwd: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #***Hi ***
I was able to resolve this dispute with Design within
reach.You can call me at *** if necessaryThanksJogb

I believe our customer service department did everything they could to correct the error The correct attention name and address were on the fed ex confirmation and the item was delivered to the correct recipient.We are sorry *** *** isn't satisfied with the result Regards

From: *** *** *** Sent: Thursday, July 07, 10:AMTo: Revdex.com Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #***I have tried responding to this complaint online but it won't let
me.Here is our response:This customer's package was indeed delivered correctly to the intended recipient and address: Attn: *** *** *** ** *** *** *** *** *** *** *** ** ***We apologize for any inconvenience this may have caused our client.Thanks,*** ***