Icon By Design Online Store

Beachy Look – Love, love, love our new furniture, great fabric with firm cushions though still extremely comfortable. We wanted a beachy look hence ordering the light colour and couldn’t be happier with the high quality finish of the timber construction. Show reply

Dining Chairs – Extremely satisfying experience with the purchase of beautiful dining chairs for our designer display home. Nestor Solid Oak in Midnight Blue Fabric.  Show reply

So glad we stumbled across IconByDesign – I'm so glad we stumbled across Icon By Design! Adam was so helpful in making our decision and we are so happy with our dining room table! The colour is beautiful and matches our newly refinished hardwood floors. We love how the table extends and the size is just perfect for our space. Show reply

Broken mismatched furniture, with assembly kit – I order the Jolanda single bed in oak. What I received was the bedhead in Walnut, the sides in Oak, no slates, nor any assembly kit. The sides are bashed in. The whole experience post-sale with customer service has been slow. I'll never buy from them again. I'm shocked that they could stuff up an order this comprehensively

Seriously buy Freedom/Ikea – Received a round table eventually that was cracked in the joints between the boards that make up the top. So i emailed them and got a really lame response about how timber is a living product and some cracking is inevitable hah! so i told them about how i had purchased their product thinking i was buying quality. I advised them that the last… Read more

table i had purchased in my 30's was from Freedom and it was still in perfect order and it had been passed down to family. My purchase happened prior to covid and after a series of emails i gave up and then covid so i left it, but every morning i stare at the crack and think about how uncomfortable the expensive chairs are. If they had of replaced the table i probably would have put up with the cheap uncomfortable leather. The products are not what you expect from visiting their site. Ikea, Freedom i think are better value and i personally have never had problems with them. Well we know there are problems with Shipping but i was delivered at first someone else's order when i mentioned the address on the box was from another suburb they said Oh Yeah! then took it back to the truck. My oder was no where to be seen for some time afterwards.

Quality Plus – This furniture is quality plus. The service is excellent, not only with the purchase but also the delivery. We are so impressed with the items previously purchased. Would definitely recommend Icon by Design to anyone looking for lovely furniture.

Beautiful piece of furniture and excellent customer service – Absolutely adore my new furniture. A special piece that I know will be part of my home forever. The quality of the wood is beautiful and very well made. Not to mention how helpful the staff were along the way - The customer service was beyond excellent! Show reply

Beautiful Furniture – The online ordering process and delivery was just so easy. But best of all is the beautiful quality of the furniture and superb and very responsive customer service. We couldn't be happier. Show reply

Will not provide a refund for goods that were chipped, cracked and mouldy on delivery – The Bruno bed that I ordered arrived cracked, chipped, and with mould on it. I took photos, sent them in, and asked for a refund, which has been refused. Icon by design acknowledged these issues, and told me that mould was just part of the shipping process (from China). Well, I would expect that shipped products would be inspected on arrival by… Read more

the business as part of quality control, and that mouldy items never be sent to a customer.

Icon by design has offered replacement of parts and refused to pick up the parts that are defective. They are willing to just write-off the parts, and expect me to manage disposal of a bed-head!

I have explained that this is not satisfactory and that there are consumer protections for us for problems that would have stopped someone from making a purchase - knowing the goods were cracked, chipped and mouldy would have stopped me from making a purchase.

I will be making an ACCC complaint and continue to request a refund for what was an incredibly disappointing, poor quality purchase.

Flawless Experience every time – I have bought from Icon By Design 3 times now and every time has been a flawless experience, both in terms of the quality of the products and the delivery. I have recommended this company to numerous of my friends and family. Amy was wonderful to deal with when I needed to change the delivery date. Show reply

Extremely Positive Experience – In late April of this year, I moved into a new townhouse. I had to leave behind my dining table and chairs since there was not enough space for them in my new home. I scouted around online and ordered a new table from a popular company. It wasn't a table that I loved, just one I settled for. I began to wait. I waited for weeks, then months. Time… Read more ·  1

after time, I received projected delivery dates. No table was ever delivered. Once I had decided to cancel the order for that first table, I was ready to start looking again. My general taste in home decor is simple and minimalist, but cozy. I prefer quality over quantity so I'm willing to invest in a few special pieces of furniture, even ones that may have a higher price tag. I was not familiar with IconByDesign at this point but once I began seeing online images from this company, I was hooked. Simple lines. Quality wood furniture. I viewed the website again and again and carefully read customer reviews. The final decision was not a hard one. Every interaction I've had with the employees at this company has been extremely positive. And delivery was fast, especially in this time when delays are the norm. The delivery experience itself was terrific and my furniture was here in my new home! I've been using my furniture for a few weeks now and I couldn't be happier with my purchase. I look forward to many special meals around this table, shared with family and friends.

Atrocious quality sofa - DO NOT BUY! – Purchased the Olivia Sofa (2 & 3 seaters)….cushion covers ripped 1 week after purchase. Company replaced 1 ripped cover. After a few months I got the covers Dry Cleaned (as per the Care Plan). Covers completely destroyed in Dry Cleaning process. Company contacted & requested refund due to appalling quality of sofa! Company refused this,… Read more

currently lodging a complaint with fair trading. DO NOT BUY OLIVIA SOFA! Atrocious quality, massively overpriced!

Super Happy with the Furniture I purchased – I cannot express how happy I am that I stumbled upon your website and purchased this table and chairs. They are such good value for money considering how expensive solid oak tables of this length can be. Also the service was great and I appreciated the phone call before to arrange a convenient shipping day for me. Show reply

Late shipment, Cancelled Deliveries, Faulty Timber and Poor Quality Control – I had a number of issues with my order so apologies for the lengthy review. TLDR: nice designed products let down by misleading sales tactics, poor quality control and an unwillingness to accept quality issues as what they are. Too risky to buy. At time of order the IBD (Icon By Design) website advertised the Buy Now pricing option as… Read more

'ready to ship in 3 days', which was a primary factor in the purchase decision as we needed the bed urgently and were happy to pay a premium.

When no shipment notification was received after 6 days my enquiries confirmed what the website failed to note, being that those 3 days is merely the timeframe for internal dispatch between IBD and their Courier, and that it may take many more days or weeks for shipment to be en-route to the customer. Our order took ~3 week to dispatch. Clear requests in the meantime to cancel the order due to unacceptable delivery delays were ignored.

The eventual scheduled delivery was cancelled by IBD courier after 9am on the agreed morning. This is frustrating if the buyer has taken time of work to receive the order, and especially annoying with it happens multiple times, as was my experience. Promised messages to re-schedule deliveries were not received.

The bed we eventually received had two major issues with the bedhead, which I raised with IBD customer service:

1) Delaminating ply wood. 2) Excessively inconsistent gaps between the 3 headboard panels and outer frame.

The issues were raised and a replacement bedhead was provided under warranty, however it was rejected on the basis that issue #2 was also present on replacement.

IBD now claim issue #2 is in fact a feature of their 'hand-finished' products and not a fault, despite the inconsistencies being far worse than the display bed we viewed in person, any stock IBD photographs available and a legitimate and major visual detraction from the otherwise neat and clean design. (Photos attached showing gap variation of actual bedhead, and a stock photo of the whole bed to demonstrate overall clean design)

IBD have vague clauses in their T&C's regarding natural variations in timber and and hand finishing, which they seem all too happy to hide behind when poor workmanship and quality control problems are raised by a customer. Considering my experiences I would never again buy or recommend any IBD products. They're simply not the discount priced 'premium' quality they present to be so the risk of receiving a sub-par product and being fobbed off by customer service is just too high in my opinion. Steer clear.

On the upside:

- the customer service team was generally responsive and pleasant to deal with. It's just a shame they have to make excuses for junk - Assembly was straight forward.

Very good quality furniture – An Instagram advert appeared on my feed and I liked the look of the furniture so I clicked the picture. I am so impressed with the quality of the pieces I ordered. The table is beautiful and functional, and the chairs are extremely comfortable. Icon By Design were responsive and a pleasure to deal with. Show reply