Design Within Reach

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

*** *** ***
color="#262626" face="Verdana, Helvetica, sans-serif">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 youSincerely,
Lee N***
Vice President, Operations

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]

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

Complaint Information: Apologies for the delay in responding. I am following up on the letter you sent to Design Within Reach on October 20, 2015. Ms. [redacted] certainly did not experience the level of care that we provide. Design 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 status. On 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, 2015. Lee N[redacted], 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 $500 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 order. Again, this is not a typical scenario for Design Within Reach as we strive to offer an exceptional luxury delivery experience. Thank you

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[redacted]Vice President, Operations

Complaint: [redacted]
I am rejecting this response because: PLEASE SEE ATTACHMENT
Sincerely,
[redacted]

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[redacted]
Vice President, Operations

Complaint Information:
text-align: left;" valign="top"> Apologies for the delay in responding. I am following up on the letter you sent to Design Within Reach on October 20, 2015. Ms. [redacted] certainly did not experience the level of care that we provide. Design 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 status. On 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, 2015. Lee N[redacted], 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 $500 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 order. Again, this is not a typical scenario for Design Within Reach as we strive to offer an exceptional luxury delivery experience. Thank you

Complaint: [redacted]
I am rejecting this response because: the customer service dept did nothing to correct the error. They said they would but never did and when I repeated the call they said there was nothing they could do. And my name was listed as the recipient not the correct addressee. It was delivered to the correct address but with my name as addressed and  we were able to forewarn the doorman
Sincerely,
[redacted]

From: [redacted] Sent: Thursday, July 07, 2016 10:21 AMTo: Revdex.com <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]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:  [redacted]  [redacted]We apologize for any inconvenience this may have caused our client.Thanks,[redacted]

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 [redacted] isn't satisfied with the result.  
Regards

Hi - I show that a replacement order was issued at no charge to this customer and successfully delivered on 8/2/16 to the following address:
 
229);">[redacted]
 
Please confirm customer received 2nd shipment.
 
Sincerely,
 
[redacted]
5332 Lemon Grove Ave Los Angeles CA 90038-4006
5332 Lemon Grove Ave Los Angeles CA 90038-4006

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 $1416.38.  I have attached a copy of his sales order.  The customer is not due an additional $500 as he was refunded 100% in full.If we can be of any further assistance, please let us know.Sincerely,[redacted]Vice President, 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
 
[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 $1416.38.  I have attached a copy of his sales order.  The customer is not due an additional $500 as he was refunded 100% in full.
If we can be of any further assistance, please let us know.
Sincerely,
[redacted]
Vice President, Operations

From[redacted] Sent: Tuesday, July 19, 2016 1:14 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

Review: A table was advertised as: 20% discount and "Free Delivery."

The sales slip was written up with the 20% discount, etc. but at the last minute I was told that this particular table

needed to be shipped "white glove delivery," at a cost of $349.00. I said "it was advertised as "free delivery" but they

insisted the only way to ship it was to pay $349. I wanted the table, and assumed it must be somewhat fragile so agreed to pay for delivery, When the table arrived, one man unwrapped the base (it was only wrapped in heavy clear plastic). He took the top our of a box, put it on top of the table, tightened several screws and left. It took under 10 minutes to do this. First, I wrote to the salesperson and said that I could have had a doorman unwrap the table and base for $5.00 and I could have tightened the screws myself. I received no response, I then wrote to the manager of the store, and received no response. I then wrote to the CEO, , [redacted] and received no response. I feel they owe me $349 for the so called "white glove" delivery.Desired Settlement: I would hope that Mr. [redacted] contact me and refund the delivery charges.

Thank you,

Consumer

Response:

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,

Review: As you can see below I have sumbitted several request to stop receiving catalogs. I continue to be harressased by this companyYou made a requestSeptember 11, 2013No Postal Mail and No Name SharingSource/Key Code: [redacted]SentYour request was retrieved by Design Withi...September 12, 2013ConfirmedDesign Within Reach has received your requestSeptember 12, 2013Design Within Reach has confirmed that they have received your requestDeleteCreatedYou made a requestSeptember 17, 2013No Postal Mail and No Name SharingSentYour request was retrieved by Design Withi...October 07, 2013ConfirmedDesign Within Reach has received your requestOctober 07, 2013Design Within Reach has confirmed that they have received your requestDeleteCreatedYou made a requestOctober 16, 2013No Postal Mail and No Name SharingSentYour request was retrieved by Design Withi...November 22, 2013ConfirmedDesign Within Reach has received your requestNovember 22, 2013Desired Settlement: I would like to be removed from all mailings, by any company associated with design within reach. I want my name to be removed, I do not want it shared or sold. I would like $1000 gift card to Design within reach for the continued harressement they have inflicted on me, the waste of engery they have burdened the postal service with and for the landfills they are contributing too. I think this is a good faith way to apologize for the obvious poor customer service skills

Business

Response:

Website Complaint Response:

We apologize profusely for Ms. [redacted] receiving catalogs after her request to be taken off of our mailing list. I have confirmed we received Ms. [redacted] request and it was sent to our mailing house on 12/16/13. It can sometimes take up to 3 months for a person to stop receiving mail depending on what mailing cycle we are in. I have personally reached out to our mailing supervisor to confirm her name has been removed. I would be happy to offer Ms. [redacted] a $150 gift card for her inconvenience. I hope that this meets with her satisfaction.

Sent on: 2/25/2014 6:42:31 PM

Consumer

Response:

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,

Review: Despite numerous requests to take me off of their mailing list, my husband and I are each getting a catalog every month.

I have emailed DWR at least 3 times and called at least twice (though the second time I spent nearly 40 minutes on hold and never spoke to anyone). I am trying to get off of DWR's mailing list. I get two catalogs every month, one for me and one for my husband. I do not want a catalog. I have successfully removed myself from nearly every other company's mailing list, but DWR seems unable to control theirs. It is irresponsible to send two catalogs to the same address and to be unable to remove customers from their mailing list. I am starting to feel harassed when I receive a catalog, and though I would have preferred to resolve this directly with the company, I cannot get any traction with them. Desired Settlement: Please remove me and my husband from your mailing list.