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…
5 months still waiting for completed order. Dining table arrived with broken leg, 5 weeks have replacement leg delivered (no communication about when leg would arrive). Only 4 of 6 dining tables delivered, still waiting on other two with no… Read more
confirmed date. Lounge rug delivery has been delayed twice. Have ordered a lot of furniture as moved house recently, Icon by Design by far the worst experience of all stores we've ordered from.
Follow-up · Update to the questions. Still awaiting furniture as December delivery date slipped and new date is “sometime in the new year”. During COVID the globally shipping and manufacturing industry ground to a halt, but things were still delivered faster then compared to how Icon By Design operates today. So delivery process is terrible, can’t… Read more
Hi Zac, Thank you for sharing this feedback, and… 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
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 details · 1
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
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)
- +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
Latest follow-ups
I have furnished my living room and bedroom over the last two years with 6 purchases, last one yesterday. All oak, all perfect. Bought from store not online. Solid timber. All perfect. Show details · 1
Follow-up · The furniture is expensive but not meant for planned obsolescence like cheaper veneer products. I have bookcases from Ikea I will be taking to the rubbish tip. Shelves bending in the middle, poor framework etc. The quality products are timeless. They draw compliments from visitors.
Positive reviews
We recently purchased an item from Icon By Design and have to compliment them on their high standard of customer service. Before I purchased the item they were prompt and helpful in answering questions then after I purchased the great communication continued. There was a slight delay in the delivery, after the item had been dispatched from Icon… Read more
By Design, and the follow up was excellent, which I really appreciated. Looking forward to using our item in our new downsided home!! Would highly recommend this family owned and Australian company.
Wonderful, quality products and the best customer service I have experienced – I chose to buy from Icons by Design for their beautiful looking products and the knowledge that I was buying an heirloom quality piece of furniture. What I didn't expect was the stellar customer service I received - Their staff went over and above for me and I am still shocked at how much they went out of their way to make sure I was happy with my… Read more · 1
purchase. I cannot fault them and will be making sure I tell all of my friends and family. They seem to put just as much time and effort in to the staff they employ and the service they provide. Thank you so much. I could not be happier with my purchase.
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
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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
Hmmm – I bought two Jolanda bedside cabinets. They arrived in separate boxes. One arrived in good condition. The other was damaged - a shelf had dropped off the cabinet, and dowels that had been used to secure the shelf to the frame were broken so I could not put it back together again. I contacted the company. A replacement for the damaged cabinet was… Read more
sent, but the replacement was much worse - packaged less securely than the first, it came in many broken pieces. I have now been promised a refund for the second cabinet. So what am I left with: one bedside cabinet (when I wanted two) that cost nearly $1000 when postage is taken into account. I am frustrated and so very disappointed. The wood that has been used to make the cabinets is beautiful. The company itself has been responsive and reasonably easy to deal with. But the workmanship? The quality? Absolutely not what I had expected, given the price I paid.
Hi Kathy, Thank you for taking the time to share… 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)
Recent reviews
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.
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
Great products and customer service – Quality furniture, speedy and knowledgeable responses from customer service when I pointed out issues regarding the product. Customer service goes the extra mile to ensure that customers are given a great after sales experience which shows how proud they are of their products. Would buy again from them! 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
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
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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)
- +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
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 details · 1
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)
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
Hi P Tiddy, We sincerely apologise for the… 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
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.
Thank you for your honest feedback and we are… Read more
Love everything about icon by design – Every piece of furniture is sooo special, beautifully crafted and a joy to have in your possession, simply unbelievably rewarding to own Show details · 1
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Hi Sam, We appreciate how frustrating this… Read more