carlee g.

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!