Icon By Design Avis 

I found this company after months of searching for a specific size solid wood table. Their banner was impressive as it lead me
to believe that this was a company crafting products in the US. (I was fooled by the American flag placed directly next to their “Crafted By” emblem). I added
the table to my cart and shipping was
instantly added based in my zip code -$200. The next screen was the “Pay Now” screen which has a hidden ability to
change your shipping to “White Glove”, an option I surely would have chosen if shipping hadn’t already been added to my total.

The company was very helpful in getting my order delivered before Christmas after the shipping company had delayed it. It was only on delivery that I found out the table was
manufactured in China. Had I known it, I would not have purchased it. Upon requesting a return, I was told there was a $200 delivery charg and a 25% restocking fee

Customer service very politely told me that no where on their website does it “state” that their products are made in the US. It also does not state that they are made
in China. And, of course, the table top does have a defect that will not allow one of the legs to be installed properly. They offered
me a new screw when what I need
is a new table top.

I would like to give them two stars but they are
very responsive only until you have a problem they can’t or don’t
want to resolve.

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 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.

I spent a significant amount of money on my sofa. It was delivered in a box which was extremely difficult to dismantle.
In less than a year, the cushions have virtually no shape and have to be readjusted constantly. The fabric has been bleached by the sun.

It has been over a month since I ordered. I still do not have the items ordered. Icon By design uses fly-by-night delivery companies that deliver at most once every other week. For my items, they specified two different shippers. Would you, the customer, want to wait two separate times all day for one order? I don't. Either way, they are late on delivering, and they have missed the boat. I have no idea whether the furniture is good quality. All of the high ratings are from experiences recorded on their site, not third-party sites. I would not recommend this company simply because of the way they ship their products.

I would never recommend this brand to anyone.
The 4k sofa I purchased was delivered over a month late. Then arrived with a broken zipper for the back cushion and to top it off, after having the sofa for less than 4 months the fabric is all pilling.. They have since told me that the fabric I have is 'delicate' even though it clearly states 'heavy duty' 'commercial grade' on their website. The only option they gave me was to choose a new set of covers in a different colour and they can't say that the fabric won't do this again, Also have refused a pick up and refund.. Horrible quality fabric!!

I purchased a few couches, an extendable dining table and a coffee table from Icon By Design in mid to late 2020.

The dining table was delivered in its foam packaging from the factory with significant scratching across the top. This had to be returned and replaced with a brand new table.

The coffee table was delivered without the proper hardware to attach the fourth leg. After contacting the company to arrange delivery of the correct hardware, we received bolts that were too long.

After waiting two months longer than promised for delivery, the couches were delivered with a different (lower quality) filling than was presented at the showroom. We took the cushions into the store and it was clear to see that the store cushions had an extra insert to provide the firmness that was supposed to come with the couches we purchased. The only option given to us was to swap the second hand fillings in the showroom into our cushions.

The bases of the couches slide forward very easily and need to be adjusted almost daily (which is difficult and frustrating).

The overall experience with customer service and support has been disappointing throughout the whole process.

The quality of the product I would rate as 5/10.

I would not recommend this business to family or friends.