Icon By Design Physical Stores
Verified102 reviews
Icon By Design has previously traded as Icon Homeware.
Fantastic customer service and beautifully crafted furniture. We recently upgraded our two-bedroom apartment with beautiful furniture from Icon By Design. The transformation has been remarkable—our property now looks stunning, and the furniture is… Read more · 1
of exceptional quality, perfectly complementing the space. We selected a wonderful mix of pieces, including the Olivia bedroom suite, Bruno king single beds, Mysa armchairs, Nestor side tables, Olivia sideboard and shelving units, the Hilda dining table with leather chairs, and a set of Anton bar stools. Furnishing the entire apartment with IBD American Oak has truly brought our vision of a luxurious beachside retreat to life.
Harry and the entire IBD team at the Sydney store were incredibly professional, knowledgeable, and attentive, offering invaluable advice to help us select and blend items that would best suit our home. They made the entire process seamless and enjoyable. Every item was delivered promptly and in perfect condition, with the delivery team thoughtfully carrying everything upstairs and placing it in the correct rooms. They were careful and considerate of both our neighbours and the property.
Follow-up · The assembly of the items was easy, and all pieces are strong, sturdy and look great. I am sure they will last for many years. As all items were delivered on time and in one order I haven't had to contact the showroom for any aftercare.
More than 6 months waiting for the order to be completed. We paid in full for a bed-frame in July 2025, based on the information provided to us that the product is available in stock. Since then we only received one or two communications after enquiring about the delay, saying that the product supply chain has been interrupted. No genuine customer… Read more
support, extremely poor customer service. No acknowledgement of their poor service. Very disappointing…
I would not recommend trusting this brand based on our experience. We purchased a dining table from Icon by design; the table was delivered with a hole in the table that is patched with a different piece of wood filling. It is not up to standard and this piece is raised up. It is also misleading to put a table on display that doesn’t look like… Read more
what we received .The table on the showroom floor has lovely wood without wood fillings. It is False advertising.
We asked for a full refund and Icon By Design doesn’t want to give us our money back. After all this nightmare, false advertising and poor costumer service, we don't have any faith in Icon By Design.
Hi Monica, Thank you again for sharing your… Read more (+1 reply)
Reviews with attachments
- +2
Just love my new furniture! – Fantastic customer service from Vlad. Love the dark walnut wood, dining table and chairs are great for a small space and the bed and side tables create a lovely space to escape Show details · 1
- +5
Olivia sofa disaster – I went in to look at the Olivia Sofa and explained in detail as to what my requirements were. The information was misleading and when the sofa arrived the box was torn and the sofa was squashed. Doesn't fluff up, and rods continually moves out of the pockets as they stretch and now they are jammed and won't move. Terrible, rather no customer… Read more
service. Looking to see if anyone that has had issues (I see there are many) has taken them to court (QCAT- Qld_) or similar. Absolutely no help at all. The seats on the sofas continually move each time you sit on it and so does the rods in the back fabric pouches. Over a year on and still cannot get the sofa cushions to in any way resemble the images on the company website. You cannot sit on this sofa without the under cushion slipping and continually moving. How this company is ever allowed to sell this product is beyond me. Warranty claim refused. Constantly told by Customer service that my complaint was a “ change of mind”… when clearly the product is not fit for purpose
Lovely furniture but may not last – We love the look and use of solid timber at icon and bought a dining setting and coffee table about 4 and a half years ago. The magnus table and coffee table have been great. The coffee table legs sometimes need to be re-secured as they can be a little wobbly, but that's quite easy to do. The Astrid leather chairs are where things have gotten a… Read more · 1
little less great. The leather is still in great condition and the timber frames still look fabulous. As someone else has mentioned the material under the chair is brittle and flaking away, but that isn't of great concern to us. What has been an issue is the screws falling out of the seat of the chairs. All of the screws securing the seats onto the frame have fallen out at various stages. They've been re-installed a number of times, however the timber seat base has started to wear around the screw holes meaning the screws are falling out much more frequently. The chair base is what looks like curved plywood and so not easily replaceable. I have young kids and one almost toppled off the seat because we'd lost two screws without realising and the seat base tipped as she tried to get on. For chairs that cost over $500 each, I am surprised that they haven't lasted longer without issues. Update: Icon reached out about the chairs and were so helpful. I would say if you are having any issues to actually touch base with them even if you don't think it will be worth it.
Olivia sofa awful – Sofa arrived with marks on it. Icon did replace covers however it took forever for them to respond. Since then the covers have torn where they join to the frame and the back cushions look like I've had them for 10 years and no matter how much I fluff them they just look saggy and awful. This is not a sofa for using - it is purely for display. For… Read more
the price I expected much higher quality but I'm extremely disappointed. I can't even on sell and try to buy something else because no one will buy it looking this way.
Hi Mel, Thank you for your honest feedback and we… Read more (+2 replies)
Positive reviews
Amazing after sale service – Amazing after sale service! Broke a chair out of warranty and a resolution was found with such ease. Thank you Icon by Design. We will definitely be back. Show reply
Fantastic Service – Fantastic customer service from Rehnuma and the team at Moore Park today. Super responsive and went out of their way to assist. Not surprising as always great service here. Show details · 1
Amazing service – Tony in the Richmond showroom and Daniella in the customer care team are amazing. Thank you both so much. I'm really enjoying my Otto table and Stefan chairs! Show details · 1
Negative reviews
Avoid purchasing from Icon by Design – I purchased multiple items an office desk from Icon by Design. Unfortunately, the desk has significant ergonomic design issues, causing back pain after just an hour of use. Despite raising my concerns, their customer service has been completely unresponsive. I initially contacted them for a refund or repair, but they dismissed my request,… Read more
leaving me no choice but to escalate my case to Fair Trading NSW. However, Fair Trading NSW has also been unhelpful, and Icon by Design has continued to ignore my follow-up emails. The lack of accountability and after-sales support is frustrating.
It’s clear that their customer service ( regardless I'm a valued and returned customer) is only attentive before you buy—once the purchase is complete, they don’t care. I am now taking my case to the Tribunal in hopes of getting a resolution. If you value good customer service and a company that stands behind its products, I would strongly reconsider purchasing from Icon by Design.
Hi Victor, Thank you for reaching out and sharing… Read more
These chairs were not built to last decades – Lovely chairs but badly built. Cheap materials in an expensive product. The underside lining has disintegrated after 41/2 years. Showing pics to an upholsterer they are shocked by the material used (cheap plastic) and shoddy workmanship. The chairs have a 2 year warranty and I’ve been told to reupholster the lining myself. Don’t buy if you are expecting longevity.
Hi Ilana, Thank you for sharing your feedback… Read more (+1 reply)
Dinner table is not fit for purpose – I bought a dinner table with 8 chairs in 2019. One chair arrived broken, was re-shipped, arrived broken again, and was re-shipped. But this is not the main problem. Due to COVID, I barely used the dinner table until December 2023, when I had my first lunch party. A child spilled a little water from a glass, which was promptly mopped up, but I… Read more
couldn't do a massive cleanup in the middle of a party. When I came back 1 hour later to finish clearing the table, the wood had split. The table is now permanently damaged. When I complained to the company, I was told about five times how wood is a living material, that this is normal wear and tear and that I didn't take care of the product properly. One use for one lunch party is not normal wear and tear, and if the wood splits after a little water is spilled (and mopped up immediately), this is not a dinner table that is fit for purpose. It is normal to have spills of food and drink on a dinner table without causing permanent damage.
Hi Ingrid, Thank you for reaching out, and we… Read more (+1 reply)
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Recent reviews
Wonderful experience with Staff – Loving our furniture. When we encountered an unexpected issue Icon By Design were onto it and were wonderful to liaise with. Easy, professional and extremely friendly and helpful. Show details · 1
Stylish, quality and comfortable – We purchased the Olivia sofa with 2 sets of interchangeable covers, side tables, dining chairs, queen size bed and chest of drawers for our new apartment and love the Danish style and quality. So rare to be able to change a living room look with different sofa covers. The Customer Care team are very helpful, friendly and genuinely care. We highly recommend Icon by Design furniture. Jill and Phil Show reply
- +3
Severely Disappointed – The shop staff were fantastic. The floor stock looked amazing. Ordered 2 Jolanda bedside tables, queen size Jolanda bed frame, 2 Jolanda 4 drawer chests and the Frida nesting tables. The Frida nesting tables came perfectly packed and are exactly what we wanted. One bedside table came broken which was replaced no questions asked - thank you. … Read more
The other bedside table came with poor manufacturing joints on the bottom shelf that were filled with glue. It was argued that this is just 'normal' manufacturing tolerances - I don't think so, more like poor quality. The packaging on the chests of drawers was so poor that the feet were sticking through the box resulting in the legs being damaged. If only they had been packaged correctly! The quality of the sanding on the top edges of the chest of drawers meant the edges were rounded where they should have been 'sharp' and looks generally poor. The drawers are also not full depth resulting in limitations to what they will hold and one of the drawers was unfinished. Each of the bed frame joints at the corners did not line up and there was a large splinter of wood hanging off one of the edges. All up a very poor experience. For the price, I was expecting much better attention to detail and quality - we're not buying Ikea or Fantastic Furniture here. All up we were only offered (and took) a discount for these poor quality issues, but now we have to live with damaged and poor quality goods (effectively 2nds). This furniture was meant to be our 'forever' furniture. Really really disappointed. Forgot to say I also saw one of the chest of drawers accidently dropped off the delivery truck as well and when you have to pay significantly for delivery - ouch.
Hi Paul, Thank you for taking the time and… Read more
Love my furniture – The quality of our furniture is excellent and matches all of the Scandi look in my newly renovated family room. There was excellent communication via email from your company. Delivered quickly with excellent packaging. The price was lower than quoted to have a similar piece made locally. The only regret we have is not discovering Icon By Design sooner! Show details · 1
So happy with this beautiful piece of furniture – Friendly staff and prompt service. Delivery was on time and we were well informed of the progress of our delivery. Appealing store with a great range of well crafted furniture. My daughter and I assembled the table. It was a little tricky getting the screws to line up but we got there. Next time I would opt for assembling for the small extra cost. Show details · 1
Very good in every way – Great in-store experience. Sales person was sooo helpful. Delivery was well communicated. Furniture already built and packed well. Love the style. Excellent quality. Show details
I love the couch I chose and it is just perfect – I love the couch I chose and it is just perfect. Often you order things you see in a showroom and then when they arrive they don't seem as good or well made etc. Everyone was helpful, the delivery people lovely - all up a nice experience. I would recommend to anyone if they like that style of furniture. Show details
Good quality and design at affordable prices – We bought the Otto 2.4m dinning table with 8 Nesto chairs. The solid oak is good quality and the craftmanship is also good. They items came in flat packing and at a small price they assembled for us. There was a dirty mark with one of the chairs during delivery and the matter was resolved to our satisfaction. Show details
Beautiful Magnus Dining Table – Beautiful quality and design. I bought the Magnus rectangle dining table. 200 x 100cm is a great size for a family of 4. I would highly recommend this store for their elegant pieces and great customer service. Show details
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Love my new chairs – I purchased the Stefan dining chairs in solid oak with forest green seats. They are beautifully designed and very comfortable. Delivery was smooth and good communication from the store. We are extremely happy with them and have had many compliments. Show details
Terrible after sales service on damaged goods – Our dining table was damaged as the fixings were loose in the box. They scratched the dining table badly. We wanted a new table. We got a repair guy after months of bickering. All the good vibes about this business were missing when a mistake occurred. Show details
Hi Gaffers, Icon By Design is committed to… Read more (+1 reply)
Solid Walnut Wood Olivia sofa + nesting tables – My husband and I visited the store at Richmond before Melbourne just locked down. We have purchased the solid walnut Olivia 2 seat sofa, 2 armchair and a matching Frida nesting tables including delivery costs us $8,000. We also chose the material dual woven for the durability which is an extra cost. The order arrived late but as expected due to… Read more · 1
COVID lockdown.
Their contracted Delivery company was communicating well but the carton box scratched our timber floor as they pushed the 2 seater box along the solid timber floor with a sharp pebble underneath the box! No one has contacted us for the inspection of the scratch but my husband and I choose to leave it as the delivery men did not do this on purpose and they did apologies. Hope they have learnt their lesson for future delivery.
Anyway, the sofas are so beautiful! Excellent craftsmanship! My family and my pets are enjoying and loving them!
Definitely what you paid what you get!
No assembly/installation required! Just gorgeous!
Poor and costly experience - will never shop at Icon again – Purchased a Magnus extension dining table and 8 chairs in May 2019. Have had numerous, ongoing problems with the product. Dining table leg broke after only 6 months, padding on seat of leather dining chairs lifts (ongoing problem even when chairs are replaced) and now the leg of one of the henrik oak chairs has broken. Icon refuses to replace or… Read more
refund chairs as they are no longer under warranty. It seems the Icon also has no faith in their product as they are unwilling to guarantee for longer than 2 years. Any dining chair costing over $300 each should surely be expected to last longer than 2 years - a very costly lesson! Please think very carefully before buying any furniture from Icon by design.
Hi ALS, We are a business committed to assisting… Read more (+1 reply)
Delivery review from icon – Amazing service and organization re delivery to my elderly parents facility. We had great instore service, delivery process was simple and uncomplicated ,arrival was clear and punctual and delivery guys were great, polite and helpful. I will be purchasing now myself for sure Deb Lee Show reply
Happy customer – The professional and caring staff made my purchase easy. The staff compliment good quality products making you feel totally supported. Show details · 1
Beautiful design, great quality, professional service – I bought for the Richmond store! From start to finish, the service was professional, the products in store were beautiful displayed making the choice easy. The furniture quality is beyond compare. I chose the Magnus round dining table and Astrid chairs. The staff went over and above, even helping me measure out the correct size of rug to buy to go… Read more · 1
underneath. Delivery was prompt and within the specified time. Lovely furniture care pack to take home also! Grea experience! Highly recommend!
Pure, simple and beautiful – The delivery team was perfect and on time. we could assembled two beds very easily very comfortable beds and pure in looking Show details · 1
Great quality and design by Australisn family company – Despite having to drive 1hr 45 mins to get to the Moore Park Supacentre store it was absolutely worth it. After spending hours and hours looking online where it's hard to tell the quality and the finishes, I knew that in order to make my final decision I had to go to the store and see it with my own eyes. The quality of the workmanship and the… Read more
materials was obvious as soon as I walked in the store. And the sales service felt like old fashioned attention which was lovely; I sat down in a comfortable chair to speak to the salesperson, they gave me a sample of the wood to take home and show my husband and a follow up phone call a week later to see how I was going with the decision. And then, when we came back to purchase, they offered free products to look after our leather and oak furniture. They had a great selection on display at the shop, they have a good size range that gives enough to choose from but not so many items that it's confusing. The prices are very reasonable and we kept an eye out for their sales which they communicated well on their website and via email.
Walnut Dining Set – We purchased a Magnus dining table and Henrik dining chairs (walnut) at the Icon by Design warehouse sale. The purchase experience was good from presentation, service, to communications. We’ve had our dining set for a month and am so pleased with our purchase. It is beautiful timber. I appreciated they sent an email on furniture care as this is one of our first investment sets.
Excellent quality. Fabulous furniture – I saw the sideboard online so went into the shop for a look. I was very impressed with the quality and Scandi vibe of some of the furniture on display. I ordered the Maximus sideboard and received it a few weeks ago. Absolutely love it. Definitely a piece I will keep forever. Amazing quality. Very easy to assemble, just had to screw on the legs. Will shop there again. Show details
Great quality, great service – I was very happy with the difference in design and high quality of the bedside tables. The service was excellent and the products arrived early. Very happy and will shop here again. Show reply
Very happy with my choice! – I am very satisfied that I chose furniture from Icon by Design. It is just as I imagined it would be in my unit. The right size with a look of lightness and quality. Couldn’t be happier! Show details · 1
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Hi Sam, We appreciate how frustrating this… Read more