Purchase a $6,000+ Eames Lounge Chair from Design Within Reach and it broke out of warranty. All we wanted was repair information/referral so we can send it away for repair. Contacted them by phone & email every month for 9 months and our enquiry is still not answered. Last contact was a phone call and follow-up email to the store manager 31 days ago and they have still not responded.Zero-star rating belonged to my first-time (and the only-time) purchase experience from the online store of Design Within Reach. I purchased two Nerd Chairs from its online store recently - both chairs were shipped in a simple box without any wrapping/packaging. Not surprisingly, one chair was damaged upon its arrival. For the price tag the store charged, I would expect some level of care taken with product wrapping/packaging in shipment. Customer service was super slow and bad. I will never buy anything from Design Within Reach!Just pray you don't have any problems with your order. Customer service does not reply to emails and I am wasting lots of time holding on the phone to solve an issue with my order (they shipped the wrong item). Shame on DWRI have several DWR pieces in my home. I have had good and bad experiences with ordering from this company. The good thing I can say about them is that they do correct any problems that arise, and they don't leave the customer taking a loss. The bad thing is that you might have to fight for your rights. For example, I received an upholstered DWR chair that had been damaged in shipping (cracked wood frame). The damage was slight, but the piece was pricey and I had paid for perfect! So I demanded a return and full refund. They tried to discourage me from returning it, but they gave I when I pushed back. So if you stand up for yourself you are fine with DWR. Their delivery fees are high, it sometimes they offer deals on that.They have some nice pieces some of which are made and shipped from Europe so if the shelves for the unit you ordered don't get included in the box that's being shipped from Italy, instead of waiting just the normal 12 weeks for the item you have to wait 24 weeks for the whole thing to arrive. They don't have fedex in Italy?. DWR needs to shure this up because they don't warn you about this before it happens. But the sales people meet this flaw with a smile so I guess that's something!We bought 6 dining chairs, outdoor furniture set, 2 small tables, blanket, standing lamp, closet, eames chair, coffee table in the last couple of years. Needless to say we are good customers. The last thing we bought was the Noguchi coffee table for 1800$ 4 months ago. A week ago our 5y old daughter leaned on it, the wooden base cracked. I contacted DWR and filed a claim. At first, we had some miscommunications and couldnt get our issues resolved (thats why i only give 4 stars) but Kate at DWR helped us out and we couldnt be more happy with how this was handled by her. We will definitely keep shopping there as they have so much amazing furniture!I was connected to Juan M. At this Miami location via the DWR website chat, my order was placed over the phone based on the photos online. I ordered several pieces of black outdoor furniture from him: 2 chaise lounges, table, chairs, cushions. What I received looked nothing like the photos I was shown and placed my order based on. There were white fibers/threads sticking out through the fabric from something underneath and the fabrics stitching wasn't straight. Juan acted like he totally understood and then I guess after speaking with management changed his tune. I asked for replacement ones that were solid black (like photos I was shown), or substantial partial refund if I had to keep these, or come pick up my entire order and issue me a FULL refund. (I of course bought all these pieces to go together). After no help and numerous emails back and forth basically saying "tough luck deal with it" he offered a measly $200 refund. (I spent over $3,000) NOT OK. Over a month later I still didn't have even the $200 refund... Gabriela T., The General Manager of the store, took over. She told me should would get an additional refund but had to go to corporate for approval. NEVER DID. She was a nightmare to deal with, completely condescending and rude. Called me one day 6 times in a 2 hour period and not because I wasn't answering, I answered every time for her to just talk in circles and waste my time. I am soooo disappointed as I had numerous other items I wanted to purchase from DWR but they do not care or value you as a customer. DO NOT RECOMMEND this company or their employees!WORTH EXPERIENCE EVER... Bought many thing ( MORE THAT 10)... sale person friendly etc.OK But this situation been: RIDICULOUS, FUNNY AND DISRESPECTFUL... I still waiting... to know when I may get "Flight Recliner Chair " "DWR Exclusive" I Bought in august 2017... I STILL DONT KNOW when I will get it... MAYBE 2018!?!?! I AM TIRE to deal with the excuses or even better the lack of information! In between getting calls and emails asking me if i wanna buy more things... REALLY... i still don't get my original order and want me to buy more! NO WAY! Neither a note of sorry... and of course no discount or REFUND of any way... Does my time has value...? What will be happed if i don't pay to DWS for 6 month? PLAYING WITH YOUR TIME & YOUR MONEY...! DONT BUY ANYTHING THERE... EVEN WORTH IF ARE EXCLUSIVE FROM DWS! You can get same thing better price & service at: hivemodern.com hivemodern.comMy inquiry was with regard to my Sonno Prima visco-elastic, memory foam mattress (for the twin bed size).