Interior Icons

Absolutely TERRIBLE Experience!
Absolutely HORRIBLE experience! Prior to submitting a formal review, we've attempted everything possible to have our issues with our order resolved, however here we still are nine moths later. We ordered a dining room table on November 2,2022, when it finally was delivered months later, the delivery company they hired didn't have the proper tools and equipment to deliver the dining room table we had ordered. We had to provide them with the tools necessary(gloves, moving towels to protect floor, screwdrivers etc.), and upon bringing it into the home the delivery company scratched our entry wood floors running from our front door to our Dining Room, leaving a mark of approximately 15 feet in length. Upon opening the shipment, the table was damaged, so back again to waiting for another table to arrive. They requested that we take shipment of the base only, but would then need to wait on the actual top since it was still unavailable. What?!? They then told us that if we were to refuse shipment, we would be charged a 20 percent re-stocking fee. Upon refusing the shipment, we then receive another email stating that per the terms, we could see up to a 50 percent restocking fee. Truly unbelievable, to say the least. We have requested time and time again to have our money fully refunded, which is the right thing to do, considering the experience we've had.
Interior Icons can research all the email history for this. Absolutely awful, I can't say enough bad things about how this overall experience was ordering through interior icons. You can't even talk to a live person on the phone, everything is handled via email. BE AWARE, go somewhere else to buy something you're looking for!

THIS WAS THERE REPLY...

Hello there,

Thank you for taking the time to provide your feedback. This helps us understand the areas that need improvement, and we will work to

We were sorry to see that your order took on some damage during the transit from Seattle, WA. We understand that a replacement of the damaged item was declined, as your preference was to proceed with a return and we can see that you are already in discussion with our team in regard to this. We look forward to continuing the conversation with you. Please be assured we will continue to work with you to make this right.

-The Interior Icons Team

MY REPLY...

Wonderful, how do we have this said "conversation". The ONLY way to reach you guys is via email, which typically offers absolutely ZERO help. Interior Icons hides behind the "terms listed on their website", however, you all use this in a way to completely take advantage of a customer. Since the original shipment was damaged and the delivery company did major damage to the wood floors in our home, we have requested time and time again to just cancel the darn order and move on. However, you have refused to do this. Since we refused the order, the shipment company sent those items back you, which you now have in your possession. You are now saying since we did not accept the delivery and then use your "portal" to submit a return, we're now getting back 30 percent less that we would have if we had accepted the deliver. This is absolutely CRAZY! TO ANY POTENTIAL CUSTOMERS OF INTERIOR ICONS, EVEN THOUGH IT MAY APPEAR TO GREAT VALUE, IT IS NOT WORTH THE HEADACHE DEALING WITH THIS COMPANY. UNLIKE A QUALITY COMPANY THAT DOES RIGHT BY THE CUSTOMER, THESE PEOPLE ARE A COMPLETE SHAM AND I WOULD ABSOLUTELY STEER CLEAR OF THEM. WE ARE EASY PEOPLE TO WORK WITH, HOWEVER, THIS HAS BEEN THE ABSOLUTE WORST EXPERIENCE WE'VE EVER HAD ORDERING SOMETHING. Also, for reference, here is the email we received so that I am above board...

Thank you for your emails.

Our returns fee only applies to return requests that have been made through our portal.

As you rejected the shipment, and did not submit a return request, we cannot honor a return fee, as the order is not classified as a return.

As advised previously and outlined in the terms and conditions of sale (which were agreed to at the time of purchase, "In the event of a rejected delivery, Interior Icons will take responsibility for the return of the items, and a 50% restocking fee will be deducted from the refund processed. Please note that shipping charges are not able to be refunded once these services have been provided by our delivery partners.)"

Checking the box stating "I agree with the terms and conditions" at the time of purchase is deemed as you reading, understanding and accepting the full terms and conditions. As such, we cannot waive this fee.

Please let us know if you have any further questions and we will be happy to assist you.

Kind regards,
Emma

Customer Service Manager
Interior Icons

Date of experience: November 01,2022

I ordered an item from the Interior Icons website that was listed as "in stock." When I didn't receive information in the following days about the delivery, I contacted customer service - which is solely available via email - and was asked to "be patient" as they were experiencing shipping delays due to a lack of drivers. I was told, on a Tuesday, that my shipment would be made "later in the week" and when I asked for clarification, it never came. Later, I was told that the shipment would be made in 5-7 business days, with an additional 5-7 days estimated for FedEx to deliver it. I subsequently requested that my order be cancelled, but even this hasn't happened in a timely way. First, it took them 3 days to respond to my request (with me contacting them daily asking for the same thing), and then, on responding, Interior Icons offered me a $50 discount and shared that they would be charging me a 5% fee related to the processing of my credit card. Unsurprisingly, I wrote back to them immediately and asked for confirmation of the cancellation of my order and am still waiting for this to be confirmed. IF YOU'RE LOOKING FOR A PROFESSIONAL AND PERSONABLE COMPANY THROUGH WHICH TO SOURCE HOME FURNISHINGS, I'D URGE YOU TO LOOK ELSEWHERE!