DwellStudio

After spending a long time talking to them, they finally sent me hardware that arrived yesterday (12 days after they sent me the wrong hardware in the first place). Wow, they still failed to send me the right pieces. UNBELIEVABLE. I don’t often feel so strongly about a company, but this one is completely incompetent. I strongly dissuade anyone from ever purchasing from Dwell studio. I was attracted to the design, so I overlooked some of these reviews. Please don’t make the same mistake. They are utterly incompetent. Their sales/​customer service (while friendly enough) has no ability to control anything from the warehouse. So if there is a mistake, and I believe it is likely common, there is no connection between the people the customer complains to and the division that actually ships hardware. This company is fundamentally flawed in its organization. I will never buy from them again. Who knows if I will ever get the right part. You do not expect to have this experience when you are paying over $ 1,500 for a bed, but hey, there’s a first time for everything. Way to go Dwell Studios.

Absolutely terrible customer service. I was so excited about the bunk bed I ordered — but when they delivered it after 6 weeks without key screws & pins needed to put the bed together I wasn’t so excited. After 3 days of trying to get them to overnight the parts, we are still without an update, or the parts and have the bed in pieces all over the apartment. I wish I could return at this point… don’t buy from them! Go to Pottery Barn or Land of Nod or somewhere else for your children’s furniture needs. What a mess!

I have purchased from Dwell Studio many times over the years and have had nothing but great products and service — that is until now. Maybe because they are now part of Wayfair? I have no idea, but a lot has changed. I’ve now called twice within a couple of weeks about a product question and advice, as I’m thinking about purchasing a bed from them. The salesman on the phone (I think I was unlucky enough to get the same person both times) was so short, curt and flat out rude to me, I was so shocked as to how unprofessional! Christiane Lemieux should really look into who she is hiring for her customer service. Reflects horribly on her company. Do not feel good about ordering from them anymore. Would rather spend more money and go where my business is appreciated and handled professionally. Yuck.

This is one of my favorite stores to pop in & look around. They always have amazing stuff & I love to get presents for my nieces here. Their bed linens are fantastic as well. Even when I’m just window shopping, the people who work here are so nice & helpful! One of my favorite shops in Soho.

Where to start on what a mess this company is? First, after weeks and weeks, they sent the wrong chair. They did offer to replace it with the correct chair and said it would take two weeks. It took 8 weeks. When it did arrive, it arrived damaged with a huge scratch on the leather and a large bleach stain. We asked for a refund at this point and they refused saying they would only give us store credit. The chair is expensive and should be perfect. Do no do not do not buy anything from this company!

The worst customer service ever. Immature, thinks every problem is hysterically funny, pricing is all over the place (–20% to a designer and I can buy from a to the trade showroom at 50% off?), and no way to contact the REAL corporate headquarters. They just lost an order for 26 chairs from a design firm (me) and will never get another chance again.

I an updating my review to 3 stars and I had a hard time deciding between a 4 or 5 star rating this second time and decided that between my first rating and the updated, I’ll just take the average and round up. Here’s why: Grace, the owner contacted me through Unilocal and addressed my issues. I don’t know how often this practice actually occurs, but I was pleasantly surprised with it’s customer focus and their efforts to correct themselves. However, the follow up with team members was painfully slow. It took weeks to respond back to me sometimes. Although it took more than a month to resolve the issues with the back and forth correspondences with their team, we reached a happy ending.
I do love dwell’s products and their taste in design. However, I do think it can be a risk to purchase with them. If an issue arises with their products, I do not know for certain that you will be taken care of (as you notice in their low reviews).

The one star review is for customer service. I don’t know if I would have liked the duvet or not. Went to the site to order my duvet and it was not in stock at the time. I was sent an email in early June, a few days later, stating that the duvet was now in stock but shipping would not be until between August 4, 2014 and August 11, 2014 with the estimated delivery date of August 11, 2014 and August 18, 2014. I wasn’t about to wait two months for a duvet. I purchased a duvet on another site. As a courtesy I replied to the early June email to let them know I didn’t want to wait the two months for delivery and had purchased a duvet on another site. The email exchanges as a result of my courtesy email were such that I wouldn’t buy a pillow case from Dwell Studio if they were 5 for a dollar. The customer service could be the demise of this company.

I went to Dwell Studio to check out a chair that I had seen online. it was not in the store but the sales staff patiently worked with me to find another chair that I liked even more. I worked with Dan and Patricia who offered great advice. I followed up later with Michelle who was equally as informative. Most of what they have on the floor reflects the Dwell aesthetic. I was an early reader of the magazine and now a purchaser of their furniture.

I’m surprised to read all the negative reviews on here. I have had nothing but great experiences with customer service and their high quality products.
I first became a DwellStudio customer when I was pregnant with my first son in 2010. I fell in love with the Owl Sky nursery collection. I have owned the Owl Sky crib bedding set (held up so great that I was able to sell it on ebay and get a great price for my set), still own the Owl Sky stroller blanket, Owl Sky toy bins, Owl Sky bedding set (duvet) for full size bed (my son is now 3 and in a big boy bed), Owl boudoir pillow, Chevron chocolate sheets/​pillowcases, the cute owl stuffed animal that matches the set, matching drapes from the shade store (partnered with DwellStudio), owl sky bag, diaper bag in brown (wish they still sold them because I love mine and still use it), owl sky hooded towel and burp cloth/​bib set, etc. Yes, I got a lot of stuff during my son’s first years from DwellStudio. But it didn’t stop there. I re-​did our bedroom and got the Dwell Peacock duvet cover and the Gate euro shams, still love them! They look brand new and have been washed multiple times. When we were expecting our 2^nd son we fell in love with the Skyline nursery design. I ordered the Skyline crib set, Skyline boudoir pillow, squares dove grey sheet set (this time I used my sewing abilities to make my own custom drapes out of the sheet set to save money — they came out awesome), hooded towel, changing pad cover, skyline creative playset (my older son loves to play with these in his little brother’s room), DwellStudio books (my 3 year old loves the Count book, touch and feel book and the Neighborhood book). I would have ordered the orange bus book holder but DS discontinued it a couple weeks before I went to place my order. I luckily found a cute bus book holder at another store to complete the nursery look I wanted but I would have loved the DS one even more. Everything that I have ever ordered from them (all of these have been placed directly through their website except a cute shower curtain I found at Target) has held up wonderfully. I have been able to purchase whenever they offer discount promotions so I haven’t needed to place orders from external sites. Yes, there can be some delays in receiving the products BUT they communicate their backorder dates on the website BEFORE you order. I always place orders early (I’m not a procrastinator when it comes to shopping) ;) so I just jot down when it said it would come off backorder and ship and I’ve either received my items right after purchasing, a couple weeks sooner than their backorder date listed or right after the backorder date. I have NEVER not gotten something that I’ve ordered — and you can see from my review that I have ordered A LOT of items. Obsessed? Maybe! I did have to email customer service one time because I couldn’t remember when it would be available or should expect it to arrive and in a couple days I received a reply that informed me of the date they expected it to be in and ship out. No problems with customer service at all. :)
I have had the most adorable baby rooms thanks to DwellStudio — lots of friends and family have commented on how adorable their themes are. I can’t stand going to BabysRus and seeing all the baby boy bedding… not my style. I really love the simple but cute designs DS has come up with and hope they keep expanding their baby line… even though I think we are done having kids. ;) I have followed all of their recommended washing instructions and have had no problems with their products. My son did get a couple stains on his chevron fitted sheet/​pillow case because he got sick in his bed and had eaten strawberries earlier but I don’t blame DS for the staining… any fabric would stain with the mess he made. I will be ordering a replacement bedding set soon. :)
Thank you DwellStudio! I am a loyal customer for life.

I’ve left friendly messages and emails for two months now about a return that I wasn’t credited on and NOTHING. Worst customer service I’ve ever experienced! I’ll be filing a complaint and they’ve most certainly lost my business!

I placed an order online on July 28^th, and received an email with confirmation, but never heard again from them. Multiple inquiries have been ignored, including several emails, phone calls to customer service, and one call to their store. Tracking the order by order # online tells me that there is no order with that number.
I checked a week later and it turns out they never charged my credit card. I have no idea what I should do: is it waiting to be shipped? Should I re-​order and take the chance I won’t be charged twice? One of the items has gone up in cost by $ 70, and I don’t feel like it’s fair that because of their broken system that I have to eat that cost.

Can I live here? Because I seriously want everything in Dwell Studio. Though the furniture items tend to run on the pricier side, the quality is top notch. Great spot for reasonably-​priced home accessories and decorative items. Especially love the geometric, optical white desk ornaments and gold safari animals — all of which are priced around $ 20 – 40. Good spot for gifts too. Staff is lovely.

Customer service is so bad I don’t even know where to start, so I’ll start from the beginning:
— 7 months after ordering, I still haven’t received a swatch for my bed despite numerous calls. I ended up ordering the bed without a swatch, but still need it for color matching.
— When the bed arrived, the «white glove» delivery was going to leave the bed unassembled until I told them it needed to be assembled. Then, they swapped the beams so things didn’t line up. They grumbled when I told them to swap it. Then, I discovered they scraped up my hardwood floors. Finally, my friend and I had to do it to make sure they didn’t incur further damage.
— The fabric headboard arrived somewhat damaged as well.
— I called for a partial refund/​replacement. They offered some money back, but 4 months later, I still haven’t received it and have called them multiple times.
— Each time I call, it’s almost impossible to get anyone on the phone. Their voicemail box is full.

OMG!
I wish there were zero stars but that wouldn’t be fair as I like their products, it’s the «manager» Mishel who was truly awful. Her name is pronounced Michelle, but one wouldn’t be wrong if they pronounced it, Mis Hel, as she was! Talk about foreshadowing. This manager was rude from the start, condescending and pretentious. Being flabbergasted by her attitude, I inquired about a manager, she informed she was. At this time she asked iif there was a problem; I informed her that I felt she was rude and discourteous. Her response, «I am sorry you didn’t have the experience you expected». That’s it, nothing else. Yes, as a consumer I expect to treated in a respectful manner. I was and am shocked! She was just awful. She gives New Yorkers a bad name. After multiple attempts to contact corporate, I did finally speak to someone who seemed understanding and apologized repeatedly.
As previously mentioned I like Dwell products but I’m uncertain if I will return, as there are too many great stores with great products and great customer service. Why be subjected to such bad behavior?

WOW! I didn’t expect to read so many bad reviews, but after what I’ve been dealing with, I guess I’m not the only one. I purchased a stuff animal on
and than found something else somewhere else that night, so I immediately cancelled that same night. I got a response later on that week telling me it had already been shipped out, but once I receive it, to not receive the box. Well, it never showed up after all and 1 months later I thought, they were able to stop shipment and that’s why it never showed. I noticed however I was charged. I continue to e-​mail back and forth with this Ashley girl and than they send me last week and apology and will rush the refund to accounting and here is a $ 25.00 coupon for your next purchase. Well, here we are in March. When all this has been happening since December. AND I still have not received the refund in my account. I don’t have time to be dealing with this crap and how hard is it to refund a credit card. Horrible customer service!

Dwell Corporate Store: Absolutely terrible customer service! Anyone who answers the phone doesn’t know what to do, how to handle a question and is rude when you continue to ask for help. And this is just with the receptionist! I am still trying to receive the money back on a return and it’s been impossible. I’ve never experienced an organization that simply didn’t care or bothered trained their staff accordingly. I will never give Dwell my business ever again nor recommend them to anyone ever.

I’ve had mixed experiences ordering off the Dwell website, but this review is for my IN-​STORE experience, which was awesome! I absolutely love the aesthetic and quality of the Dwell line, but I sometimes find furniture shopping a bit intimidating. Fortunately, the Dwell flagship staff are some of the nicest I’ve ever encountered. Patricia and Tamara made me feel like I was consulting with my own personal decorator. They gave me tons of great suggestions for my living room, and spent a good deal of time helping me choose upholstery for the terrific pair of chairs I ultimately selected. Seriously, this store is great!

I am waiting for a delivery and OMG the worst CS I ever had. They — Dwell and the delivery people are the worst! Never going to buy from them again.

We saw this store listed in Elle Décor as a new must see store. And, the Dwell name led us to believe it would be super cool and interesting and associated with Dwell Magazine. It isn’t. Just your typical upscale boring stuff. And super expensive. Actually didn’t seem to have a ton of items either.