Interior Icons Reviews 1.161

trade program

I ordered 3 pieces for a restaurant client in November and spent over $12,000. We were told it would originally take 8 weeks. It has now been closer to 5 months and I am not sure if we will actually receive our furniture. Email communications have not given me confidence as the delivery dates keep shifting. I feel like we've been badly scammed.

Terrible Quality and Policies
The coffee table I ordered was delivered with a huge crack in it. We first tried to navigate a complete return, since we weren't satisfied with the product's quality, but Interior Icons' policy doesn't allow for that, despite the fact that what they provided us was damaged. Then we tried to return for store credit, but Interior Icons wouldn't cover the $120 shipping fee. Rather than throw that money in the trash, we decided to just replace the coffee table in kind. However, when the replacement table was delivered, they wouldn't pick up the original, damaged one. Their Customer Support said that the damaged one is our responsibility to dispose of. I couldn't have asked for a more frustrating dissatisfying experience.

Impossible to know the quality of the item as I finally cancelled the order when delivery extended from December 2025 to APRIL 2026. Totally absurd. Offering discounts along the way to keep your order in place - like a weird retail Ponzi scheme. BUYER BEWARE - SAME SELLER/ SAME PROBLEMS AS THORVALD & DESIGN.

Scam scam scam avoid them at all cost

We purchased four beautiful chairs on sale for $500 each. Every one came broken. Split wood bottoms, back rest snapped off, chips and gashes. I realize they were final sale. However, I did not expect to pay $500 for damaged chairs. Online return policy was difficult because of the final sale discount. Once I corresponded with an individual they issued a full refund.

when Maria responded immediately when I placed my order.

I inquired earlier today, March 17 to see the status of my delivery. I haven't heard anything yet but am hoping to soon. Thank you so much, ~Karen Matusoff

Excellent service. Maria and Ben were outstanding. I was hesitant due to the mixed reviews online. But I purchased this sofa Final Sale at a great price. Exactly what I hoped it was. Stylish and great quality and condition. Shipped very fast to Birmingham, AL too.

We purchased two sets of AJ Wall Lamps for our new home construction. Unfortunately, one of the lights has a faulty cap that covers the small screw used to secure the fixture to the wall. The cap is improperly threaded and cannot be screwed on.
We requested a simple replacement cap to match the other cap on the light. This is a very small part needed to fix a manufacturing defect. However, we were told that a replacement cannot be provided because more than 30 days have passed since the purchase.
Of course it has been slightly more than 30 days. Our contractor needed the lights on site so the electrician could check the wiring before installing the fixtures, which is standard practice during new construction.
It is extremely disappointing that such a minor replacement part cannot be provided to address a clear product defect. Based on this experience, I would strongly caution others against purchasing from ICON. Their response shows a lack of concern for customers.

I ordered two expensive (to me, anyway) pieces of furniture in November (orders SJ34780 and SJ136666, in case anyone from there is monitoring reviews). The "estimated delivery window" was originally in February, but has now moved several times and is now into April. I honestly don't think I'll ever receive the furniture and I feel that I've been scammed.

recommend to AVOID buying from here. This company has system in place making it extremely difficult to return damaged items. They do not refund reasonably for damage. Quality control does not exist, as defected product made it to shipment and to consumer in bit up box. They force small refund $50 for product worth much more. DO NOT BUY EXPENSIVE PRODUCTS even if they look good on picture. Return will be a major pain and a devastating loss to you if product may be defected. Phone system to speak live does not exist. ALL emails. DO NOT RECOMMEND dealing with this company. AVOID at all costs.
ADDENDUM: they have responded to my review in a blank general statement. They were not "willing to work with customer (me) toward an appropriate solution. AGAIN general blank statement. Their team DID NOT offer reasonable solution to retain customer as 1) item they wanted to replace was NO LONGER available, so offering NEW one to be shipped to me as replacement is NOT practical. 2) they REFUSED to offer reasonable refund and practically limited refund to only $50, 1/6 of the original cost of product. AGAIN, AVOID this company at all costs, especially if buying expensive item. As in my case, they caused major headache, when it came to settling my issue, and cheated me out of my hard earned money, leaving me with defective product after all. AVOID. DO NOT RECOMMEND
ADDENDUM 03/12/2026: DO NOT BELIEVE this statement like they care about you. Its AI generated. There is no heart behind this. AVOID buying expensive items. They did not refund me for defected product other then $50 spit in the face. DO NOT BE a VICTIM. SEE ALL PRIOR NEGATIVE REVIEWS. AGAIN, This statement is AI generated. THEY DO NOT CARE "Hi Gianni, We’re sorry to hear about your experience. We take product quality and damage claims seriously, and our team reviews each case in line with our published policies. The resolutions offered are based on the specific circumstances of the claim. We’re always willing to work with customers toward an appropriate solution and encourage you to contact our support team directly with your order details so we can review the matter further."

ICONS did cancel my order on 2/25 and refunded my money.

I ordered a chair from Interior Icons back in October. They said the chair would be delivered in mid January. In mid January they said mid February. In mid February they said mid March. I began to feel that this was a scam. I politely articulated my concerns. I received an AI response that I could not cancel beyond 15 minutes of ordering. So I disputed with my credit card and Icons refunded immediately. There is simply no customer service or accountability with this organization.

I received a reply very quickly after I inquired about delivery. So far, so good.I await the delivery.

Buyer beware!! Also deeply disappointed. Ordered 3 bar stools in the color represented on the website, but the actual chairs that came were in a very light color, not at all like those represented online. When I asked about exchanging them, suddenly this product color is “final sale”. None of the other colors of this chair are” final sale.”. Which tells me they clearly understood something wasn’t right. There was good communication tho. They said they understood why I was concerned about the color, but since it was final sale there’s nothing they could do. I offered to pay for return shipping and more $$ for a different color. They said m
Can’t help you. I’m now stuck with these 3 chairs that don’t fit with my decor at all. Hope I can sell them and recoup some of my loss. Will proactively review to save others from this unfortunate circumstance.

Do not buy anything from this company. Please learn from my costly mistake. They lie. They will not return items. Their furniture is like cardboard. I lost a lot of money ordering from them. Hoping you don't do the same. I regret my purchase and now they will not take it back.

Once a company has your funds, support is essentially nonexistent. My order arrived with items falling out of damaged boxes, and two chairs valued at over $1,300 were broken on arrival. The company offered only a $125 credit, which is completely inadequate given the condition of the items. There is no customer service phone number—only automated email responses. Their return policy also requires the customer to pay for return shipping and a 30% restocking fee, even when items arrive damaged. This has been an extremely disappointing experience, and I would strongly recommend purchasing through Amex or avoiding this company altogether.

Update: 2 replacement chairs were shipped and arrived with the same identical damage due to improper packaging. I have provided photos and videos.

Damage is identical to first set of chairs shipped. Damage due to improper protective packaging. I would expect chairs at this value would be properly packaged to avoid this type of problem. Additional the two replacement chairs that have arrived are in a worse condition than the initial set of chairs that arrived. In the video, the first two chairs are the replacement chairs. The last two chairs in the video are the first set. I have also taken photographs of the boxes, as you will observe the damage caused by improper protective packaging.

Their response:

“Thank you for sending those pictures, although we are sorry to hear that your replacements have not arrived in perfect condition. So our claims team can look into this, please can you send full pictures of the boxes and chairs showing the scale of the damage? Once we have this we will work to find a resolution for you.”

We are still awaiting a response from Interior Icons.

a scam website, I can't believe their still allowed to be online, it should be illegal. They have no contact information, their reviews are fake, clearly, they steal money and send you an email confirmation every week or so saying track shipping on website, they also charge over $150 for fed ex home delivery then emailed me that some other company is used to pick it up that never shows... they refuse to have management call me, im gonna have to wind up disputing it on card and submitting my home camera footage of it never coming, but they won't even try to assist you in getting it delivered on time, if ever. disgusting.

I am updating my review, the couch arrived and all seems in order. The company communication was constant until the order arrived in and around the timeline they put in their response.
Their website did start working in Asia perhaps at the time there was a glitch. I can say I am satisfied with the couch.

TERRIBLE CUSTOMER SERVICE. I have been trying to get my address updated for the past four days. The company fact page says just send an email and we’ll get your address updated as if it is no problem at all. It has literally been the most difficult experience. Nobody answers the customer service email. Had I known the shopping experience would be this exhausting and irritating I would have never ordered from this place to begin with. This order was for a personal project of mine and I am actually a trade customer which could have brought a lot of business. I’ve already also placed an order over $13,000 but I will never shop here again.