Icon By Design Arvostelua 

Amy from Customer Care has done everything possible to facilitate a satisfactory arrangement for me to purchase the nesting tables that I require. Well done Amy!

This company attempted to push out flawed inventory to me, their customer, without validating the quality themselves ahead of time. They sent me an email after I purchased (under the pretense of "courtesy" heads-up) to let me know my purchase was coming from a faulty batch with known "inconsistencies". When I asked for a discount to offset this risk or attempted to cancel the order due to unexpected quality (they never mentioned this risk at time of sale), they tried to hold me hostage by enforcing their cancellation policy and fee of 20%, even though the product never shipped.

Edit: after I disputed the charges via my credit card, the lead of Customer Experience and an owner stepped in. They processed my refund in full without fee. Changed my review from 1 star to 2 stars as a result.

I purchased a dining table and chairs from Icon By Design because I loved the design and craftsmanship they advertised. The furniture is beautiful, but unfortunately the table's finish began failing within just a few months of receiving it in July 2025.

By late November/early December, I contacted the company because the table was developing cloudy white patches and the finish appeared to be breaking down. Rather than acknowledging a possible defect, I was told the problem was "aesthetic" and was advised to use repair products to fix it myself. After a delay, they sent me a ring mark remover and touch-up products.

I followed their recommendation, but instead of solving the problem, the repair products left an obvious glossy patch on the table. Meanwhile, the original damaged areas continued to spread. We have owned this table for less than a year, and it now looks significantly worse than the dining table we replaced after 22 years of daily family use.

This table has been treated with care. There have been no children using it, we have been careful about cleaning products, and we use our furniture as any reasonable customer would. A dining table at this price point should not require refinishing within months of purchase.

When I contacted Icon By Design again to request a replacement, I was told the damage "appeared to be as a result of heat and moisture damage" and was reminded to use trivets and coasters. I found this response extremely disappointing because the problems began only months after delivery, long before a quality finish should be failing under normal household use.

The design is genuinely beautiful, which makes this even more frustrating. However, appearance alone cannot justify the price when the finish deteriorates so quickly and the manufacturer declines to stand behind the product.

I cannot recommend purchasing one of their dining tables based on my experience.

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 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.

We have purchased a number of pieces of furniture from Icon by Design and we have loved the craftsmanship and quality of each piece. They look beautiful in our apartment and feel very solid and well- made. When one item arrived with a defect, the customer service team quickly resolved the issue for us and organised a replacement without stress or fuss. I would highly recommend this company.

I liked the look of table and chairs we purchased. Also,the description on their website says it is a great quality and it will last a lifetime. Arter one year we had problems with chair which was replaced. Now ,after two years chairs are falling apart. Cheap material. Parts of chair are glued together. Over time glue loosens up. We paid so much money for such a low quality product.

I already have an Icon by Design table and six chairs. They are good and good quality but I wanted to order two more chairs. There is absolutely no stock kept in any of their stores or in Melbourne. Everything must be paid for delivery and if you happen to live in Melbourne, you even have to pay $99, the same delivery fee to pick up the chairs from their warehouse.

Poor customer service

People in the show room were helpful, but once they have payment the service stops.

Ordered dining table with six chairs and living room rug. Table arrived late with broken leg, was 5 weeks to have replaced. Quite a process to prove that it was broken on arrival and not by us.

Only 4 of 6 chairs have been delivered, no clear date for delivery of other two.

Rug has been delayed twice without clear explanation. It's been 5 months since our initial order.

Spend your money elsewhere.

We had a really great experience purchasing from Icon by Design. What set them apart for us was the incredible customer service before and after purchase. I was blown away had how quickly and satisfactorily they addressed the concerns we had after our purchase. For me, that's key. A company that takes pride in what they're offering, amazing customer service and timely responses that don't leave you hanging. They exceeded my expectations and I will happily purchase from them again!

Excellent customer services. Friendly and prompt responses. Provide after-sale product assistance and send free product care
I’d recommend their small family business to everyone.

I bought a beautiful display/book case from Icon by Design, after much research. Sadly, a week after making the order it became apparent that without a supporting wall the case wasn’t viable in the space it meant for. So I phoned to cancel. The matter was slightly more complicated by various factors but Amy from Customer Service was extremely sympathetic and very understanding but also totally up front about the various possible implications. The upshot being that the issue was very promptly and satisfactorily dealt with which left me with nothing but admiration for the quality of service I received. Extremely well done, Icon by Design!

I asked Iconbydesign a question via their online email - accessible via Contact Us on their website. I received a pleasant and courteous answer the next day - an answer which was helpful and confirmed my decisoin to purchase items from them.

The furniture looks so elegant in our new space.
The customer service was exceptional. From the packaging, the communication and the effort made to deliver - everything went smoothly.

After much searching of dining tables and chairs, I found THE right place. Our new IconByDesign solid oak dining set is everything I was hoping to find. It's thoughtfully designed, solidly built, and stunning to look at. Plus, since we didn't have a large space, I was grateful they made a table at 63" length. The chairs are very comfortable and lightweight for moving around. So happy I found IconByDesign!

Excellent customer service, quick and responsive and happy to help.

I had a query for a specialised item that was answered so promptly. I was truly impressed.

Not only are the products quality, the customer service is second to none. I've had so many issues with furniture companies in the past, but the team at Icon is all over it; polite, helpful and go above and beyond to make the experience smooth and BS-free.

Icon by Design not only supply beautiful, stylish, quality furniture - their customer care process is also outstanding. When faced with a minor flaw in an important item, they immediately responded with three options for my client to choose from (including full replacement if required). My client was delighted, and I was impressed. Highly recommended.

I typically would not buy furniture without seeing it first but took a chance with Icon By Design. The Magnus Media Unit is well designed, and the construction of this solid wood unit is exceptional. Would not hesitate to purchase other pieces online from Icon By Design.

Icon by Design were fantastic. I changed my mind about the colour of our new dining table and chairs and Icon speedily and happily facilitated the change. Amy answered all my questions and kept me updated every step along the way. A great product and attentive service.