Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20th, I placed an order for 8 dining chairs. I paid a total of $2,871.80 including shipping. At the time of my order, there was a message on the website saying "Hurry, only 8 left" - Ships in 2 days from *******. Since I needed 8 chairs and needed them within a week, I placed the order. Then, 2 days later, on April 22nd, I received an email saying that the chairs were not available for immediate shipping but that they were going to shipped in early August. I replied to that email saying that I wanted to cancel my order since I couldn't wait until August and they replied to me stating that as per the policy, all orders cancelled after 12 hours of being placed, incurred a 10% cancellation fee. I have been communicating with them for 3 days via email only because they don't have customer service over the phone, and trying to solve this issue because even though they acknowledge that the stock information on the website is sometimes inaccurate, they refuse to refund 100% of my money. I believe it is unfair that they keep any of my money due to their mistake. If they don't have the 8 chairs to be shipped within 2 days as stated on their website, they should refund 100% of my money, that's it. I was just reading reviews about this company online and there are many complains like this one and similar. This company id ripping people off from their hard-earned money. Please someone due something about this. I am a very busy woman but took the time to file this complaint because companies like this should be investigated thoroughly.

  Business Response

  Date: 05/02/2025

  Were very sorry for the frustration and inconvenience this customer experienced. We acknowledge that the initial stock message on our website was inaccurate at the time of purchase, and we understand how disappointing it was to be notified of a delay after placing the order.

  
  While our standard policy includes a cancellation fee for orders cancelled more than 12 hours after being placed, we made an exception in this case due to the incorrect availability information provided at checkout. As of now, the customer has been refunded in full.

  
  We appreciate the feedback and are actively working on improving the accuracy of our stock messaging to prevent issues like this in the future. We regret that this experience did not meet expectations and sincerely apologize for any inconvenience caused.

  
  The Interior Icons Team

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:

  Thank you for what you do! I just want the public to be informed that it took me 40 emails, a complaint to the BBB, another complaint to the ***, ************************, and an additional complaint to the ********************, to get my full refund. 

  This company and the people that works for it, should be ashamed of their business practices. I am convinced that part of their revenue comes from ripping people off from their hard-earned money. I can only question myself, how many people have been scammed by this company and by reading the reviews, I see that too many people have fallen victims of their fraudulent business practices. 

  I am a very busy woman but I took the time to do all of this, more than to get my money back, to make others aware of how fraudulent this company is, and can only hope that this company gets investigated throughly.

  Again, thank you BBB. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an $8,500 item on Jan 25 from this company. What I thought was a gorgeous console table that was supposed to come fully assembled. What was delivered to me was a 12x24 box of the completely wrong item at the end of January. Plus it was parts of a larger item, so I have no idea what the actual piece was that was delivered to me. When I reached out to the company they said it was mistake and will resend the correct item. When I inquired when the new item would be shipping out they told me June. When I originally purchased in JANUARY! I told them this will not work as we are moving away from this location. I asked for a refund multiple times because the whole situation started to feel so scammy and I thought I would never get my $back. I eventually agreed to have the item reshipped to a different address, so I sent them the correct address. Then I was told they couldnt update the correct address!!! This company is a complete scam. I desperately need help getting my $ back from them.

  Business Response

  Date: 04/11/2025

  We sincerely apologize for the inconvenience and frustration this customer has experienced.

  Upon review, the customer did unfortunately receive the incorrect item due to a warehouse error. As soon as this was brought to our attention, we acknowledged the mistake and immediately processed a replacement order for the correct item.

  
  Regrettably, the correct item was on backorder at the time and had an extended lead time of approximately 16 weeks. We communicated this timeline to the customer as soon as we were made aware, and we fully understand how disappointing this delay must have been.

  
  While our Terms & Conditions, which are agreed to at the time of purchase, state that we cannot offer refunds for incorrect or damaged items, we are committed to delivering a replacement as soon as the product becomes available. This policy is in place to help us maintain fair and consistent service for all of our customers.

  
  To clarify, at no point did we state that we were unable to ship the replacement to a new address. We did receive a request to update the shipping address, and while there may have been a misunderstanding or delay in processing this change, we were actively working to ensure the replacement would be delivered to the updated location.

  
  We understand this experience has been frustrating and sincerely apologize for the inconvenience it has caused. Our team remains committed to resolving this matter. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23178901
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the order on March 10th. They sent me junior-sized chairs. While the website listed the seat height as 19.7 inches, the chairs I received had a seat height of only 17 inches. I contacted them multiple times to resolve the issue, but they insisted that I must pay a 25% restocking fee to return the chairs. They even came back saying that their senior team reviewed the issue, admitted it was their mistake, and updated the website to reflect the correct seat height of 17 inches. I have before-and-after screenshots of the website description as proof. Despite exchanging numerous emails and waiting 10 days, they still insist that I must pay the restocking fee per their return policy. Now, Im stuck with junior chairs that are different from what I originally ordered.

  Business Response

  Date: 03/28/2025

  We sincerely apologize for any confusion regarding your order. At Interior Icons, we strive to provide accurate product descriptions and a smooth shopping experience. Once we identified the discrepancy in the listed seat height, we promptly updated the information on our website to ensure clarity for all future customers.
  
  We understand that this situation was frustrating, and we appreciate your patience as we worked toward a resolution. In line with our return policy for undamaged items, we initially offered to assist with a return. However, to further accommodate your concerns, we provided a partial refund, which you accepted.
  
  We truly value your feedback and will use it to continue improving our processes. If theres anything else we can do to assist you, please dont hesitate to reach out.
  
  Best regards,
  Interior Icons Customer Support Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23108885
  
  I am rejecting this response because:

  I want to clarify that I did not accept the partial refund as a settlement offer because the issue at hand is that the product was not as described. The $50 refund was a courtesy refund offered from day one, based on the inconvenience the issue was causing. That is why I am requesting a refund of $887.98, which is $50 less than the total order amount of $937.98.
  
  I stopped direct communication with Interior Icons because, after 17 email exchanges, they continued to insist that, according to their return policy, a discrepancy in seat height was not a valid reason for a return. However, they later corrected the website description to reflect the actual seat height after selling the product. How does modifying the website 'after the sale' resolve the issue for the customer?
  
  If this practice is acceptable, it would mean that Interior Icons can misrepresent a product, sell it, then change the description afterward and refuse a return. I fail to see how a product not as described is not a legitimate reason for a refund. The chairs I received were 2.7 inches shorter than initially advertised, and Interior Icons has admitted to the mistakeyet I am still being asked to pay for a product that was not what was promised.
  
  I would appreciate a resolution that acknowledges the misleading description and ensures fairness to the customer.

  Sincerely,
  
  ***** ***

  Business Response

  Date: 04/04/2025

  Thank you for your continued feedback. We truly regret that this experience has not met your expectations and appreciate the time youve taken to outline your concerns.
  We acknowledge that the initial product description listed a seat height that was later found to be inaccurate, and we sincerely apologize for any confusion this caused. As soon as the discrepancy was brought to our attention, we took immediate steps to update the product listing to reflect the correct dimensions.

  
  While we understand your frustration, we must reiterate that our team offered a partial refund as a gesture of goodwill in light of the inconveniencenot as an admission of a product defect. This offer was accepted, and we consider the matter resolved based on that agreement.

  
  Unfortunately, we are unable to offer any further compensation beyond what has already been provided. We value your feedback and will continue to use it to improve our processes and communication.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23108885
  
  I am rejecting this response because:

  As Interior Icons clarified, the $50 refund offered was solely for the inconvenience caused and was not related to the product issue itself. This is irrelevant to the core dispute: the chairs I received were not as described and are unusable for their intended purpose.
  
  It is the sellers responsibility to accept a return at no cost to the buyer when the item delivered does not match the description at the time of purchase. These chairs are junior-sized and do not function as dining chairs, despite being marketed as such. I specifically purchased them to replace my current dining chairs, which have a 20-inch seat height, based on Interior Icons original product listing stating 19.7 inches.
  
  Interior Icons admitted their mistake and updated their website after my purchase to reflect the actual seat height of 17 inches. However, they refused to take responsibility for their misrepresentation and instead insisted that I pay a 25% restocking fee to return the chairs. They continue to argue that these chairs are not defective. However, a simple ****** search confirms that a product that is not reasonably fit for its ordinary and intended use is also classified as defective.
  
  Again, these chairs do not function as dining chairsthey are junior-sized chairs. I will not pay any associated return processing fees, as this is not my responsibility.
  
  I have invested too much time into this issue and have made every effort to resolve it, yet Interior Icons continues to refuse accountability for selling a misrepresented product. 

  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered four stools from INTERIOR ICONS ON DECEMBER 25th 2024 and was told that it would take 12 weeks to receive this item. Since then there have been no updates, and when i contact them by email they keep changing the delivery dates. I am now told that it will be 16 weeks more before i can expect to see a delivery. The problem is that we had to pay in advance for this which is $1,595.00 i have asked for a refunded but so far no response.

  Business Response

  Date: 03/14/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 

  
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 

  The customer has opened a chargeback dispute, so while this is open we are unable to offer any shipment or refund updates, however when the dispute is resolved we will be happy to work with the customer to find a solution, and will be working on improving our operations to avoid situations like this in the future.

  
  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future. 
  

  
  

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a furniture order for more than $11,000 (what I see is a substantial investment) on May 26, 2024. At that time, estimated delivery was in September. Estimated delivery was later elongated - November, then December, then January. I received an email on January 8, ************************************************************************ 4-10 days. After receiving no contact to schedule delivery by mid-Janaury, I called the shipping company and reached out to Interior Icons and this is where the real problems began. Interior Icons does not have a phone number so you are forced to email them (resulting in elongated response times). They were unable to explain why the delivery was being delayed and they were unable to provide an updated deliver estimate. When I spoke with ***, the delivery company, they said they were waiting on one piece from Interior Icons. I went back and forth with Interior Icons in quite literally dozens of emails - none of the variety of customer support staff could address why the shipment was delayed and when I could expect it. *** (shipping company) could also not confirm what was going on. Weeks passed and, and given I couldn't get a reliable source of basic information such as when I could expect the shipment, I grew concerned that fraud might be in play. Given interior icons had charged me upfront for the furniture in May 2024, I warned my credit card company of the situation and they reached out to Interior Icons. I informed Interior Icons I was doing this while emphasizing all I wanted from them was an understanding of delivery timeline. More emails went back and forth, no new information. Now they say they cancelled my order because of the flag to the credit card company. I can now not access order status online. **************** had only platitudes and niceties and the backend logistics of the business appear to be in complete disarray. I am deeply disappointed and unfortunately will never buy from them again

  Business Response

  Date: 02/21/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 
  
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 
  
  There is an open chargeback dispute on this order, however once the dispute has been resolved by the involved financial providers, we will be happy to work with the customer to reach a resolution. We will be working on improving our operations to avoid situations like this in the future.
  
  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future. 
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm seeking a full refund of $956.00 USD. 12/3/24- placed an online order with Interior- Icons for 4 vegan leather dining room chairs. The site showed 11 in stock. 12/6/24-reveived email that order was expected to ship from warehouse late Jan. I requested a refund and the stated in email it would be a portion on what I paid. I did not pursue the partial refund. 12/15/24-sent email asking them to expedite order. They replied they are not able to expedite. 1/28/25-received email that order expected to ship from warehouse mid-February. They also sent like to track order. When I clicked on link. The link showed once shipment gets to warehouse, it's in quality controls for weeks then is shipped and expected delivery is another 4-10 days to arrive at my home. So I'd be looking at some time in April to receive my 4 chairs.Again, the order was placed on December 3, 2024. Please help me get my full $956.00 USD from this fraudulent company ripping folks off. Thank you in advance. ******* ******* **************

  Business Response

  Date: 02/14/2025

  Hello *******, 

   

  Thank you for your feedback. We can see that you have been in contact with our support team multiple times, and they have provided you with updates on your order status. 

   

  What has not happened, however, is you requesting a cancellation with our support team. If you had done so, our team could have processed your cancellation and refund. Instead you have made reviews and BBB complaints without first coming to our team who can directly assist you with this. We are disappointed that you have not first given us the opportunity to make this right. 

   

  We kindly request that you reach out to our support team via the same email and we can process the cancellation and refund for you. 

   

  Kind regards, 

  The Interior Icons team.

   

   

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a **** on September 4th, 2024 the amount was $3399.The delivery lead time was 12 weeks. - and should have been here around the end of December.On December 20th I sent an email to check on an exact delivery date as we were traveling and we wanted to make sure we have someone at home to receive it. I was shocked to receive a reply saying that the sofa is not coming for the next 14 weeks as it did not pass QA. - there was no communication to us whatsoever before I sent that email! I sent an email if this can be expedited as I do not wish to wait 14 more weeks - the answer was not and they offered me $75 gift card. I started a research on other people having the same issue and saw that I AM NOT THE ONLY ONE - I send back an email that I would like to cancel the order as I have no confidence in this company and asked for a full refund. They answered back and said that they can cancel the order but because it has passed their policy of 24 hours cooling period cancellation - they will charge me 10% fee. To that I answered that I should not be charged anything as this is not a change of mind this is a situation they created. At this point I am so ****** that I paid too much money and time!!!! How are they still in business?? PLEASE HELP!!!

  Business Response

  Date: 01/24/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 

  
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 
   
  We provide a 24 hour cooling off period, in which we are happy to process any cancellation requests without incurring any fees. 
   
  For all orders made through our website, we incur a processing fee. This fee includes the fee levied by our credit card processor, alongside admin costs associated with cancelling orders with our production department, and is calculated based on the entire order value. While we are happy to cover the cost of this fee within our 24 hour cooling off period, after this timeframe ends, we must share the cost with you. 
   
  Please also keep in mind that this 10% processing fee is outlined in our policy (************************************************), which were agreed to at the time of purchase. Due to this, we are unfortunately unable to make exceptions to these conditions of sale.

  Customer Answer

  Date: 01/24/2025

  Complaint: 22848288
  
  I am rejecting this response because the 24 hours cooling period does not apply here - it was not a change of heart. We waited 3 months for a sofa that never arrived and are requested to wait 3 more months to receive it. Unacceptable. !! They are trying to push a 10% cancallation fee on us where they did not hold their side of this transaction contract.
  
  To finish this fiasco I suggest to share this fee - we will pay 5% fee not a cent more!
   
  Sincerely,
  
  ***** *****-poor
  

  Business Response

  Date: 02/07/2025

  Thank you for your response. Please reach out to our team at ********************************** to finalize and resolve this. 

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as they fully refunded me.
  
  Sincerely,
  
  ***** *****-poor

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here's a draft complaint for the BBB:Date of Transaction: September 1, 2024 Product: Soho Side Table, Rosso Levanto Marble ($1,199.00)Delivery Date: December 18, 2024 Nature of Dispute:Upon delivery inspection, one of two marble furniture pieces from Interior Icons showed clear construction defects. This is not a case of natural material variation, but a manufacturing flaw that makes the piece inconsistent with what was advertised and promised.Resolution Attempts:I contacted customer service via email between December 29, 2024, and January 3, 2025. Initially, they acknowledged the visible discrepancy in the furniture piece. However, they later refused to replace the defective item and instead recommended a self-return option for the 200-lb marble piece with additional fees charged to me.Resolution Sought:I am requesting either:1. Replacement of the defective furniture piece with one that matches the promised construction quality, or 2. Full refund of $1,199.00 for the defective piece ************* refusal to properly address this manufacturing defect and their attempt to charge additional fees for returning a faulty product is unacceptable. I have documented all email correspondence and have photos of the defects available upon request.

  Business Response

  Date: 01/10/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again.

  
  We are reaching out to the customer once more in order to work towards a solution. 
  
  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future.
  

  
  

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered two marble side tables. ***** kept delaying my delivery instead Monday they delivered on Thursday. Damaged tables with lots of dents . Contacted customer service and they offer replacement but once they receive tables . This is dmaaged and they need to arrange return! Such a shame

  Business Response

  Date: 01/02/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. .

  
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 

  
  We have refunded the customer in full, and will be working on improving our operations to avoid situations like this in the future.

  
  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future. 
  

  
  

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 barstools. They arrived with boxes that had clear damage with the legs of the stools sticking out of the boxes. When I opened the boxes I could see they were poorly packaged for heavy metal stools. They were just put in a standard cardboard box without any reinforcement. I contacted the company and they had me keep sending different photos. Then they wanted a video. I asked that they cancel my order because they poorly packaged the products and another shipment going all the way across the *** will again be damaged. They refuse to cancel a new order. They say if they arrive damaged their policy is that I have to accept replacements. I dont have confidence they will package them properly. They have NO phone number to speak with customer service. Youre left to only communicate through email. Theyre also leaving me responsible to dispose of the damaged barstools that are heavy. I will have to pay someone to haul them away as I dont have a large vehicle to transport them to the dump. All I want is my order canceled. They continue to inflict more distress instead of trying to make a customer happy. Im asking for them to cancel my order of the replacement barstools so I can go elsewhere.

  Business Response

  Date: 01/02/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 

  
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 

  
  We have reached out to the customer once more in order to work towards a solution. We have set up a replacement order as per the terms and conditions of sale, and will work to ship this as soon as the item is available. 

  
  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future.
  

  
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22696136
  
  I am rejecting this response because:

  They Shipped another order and said if the boxes arrive damaged to refuse the shipment. The boxes arrived today and they were damaged again due to poor packaging. Even the ***** driver acknowledged the boxes are flimsy for a heavy product. I have many pictures of the damaged boxes and ***** documented it also  
  

  I gave them a 2nd chance and they sent poorly packaged products that would arrive damaged just like the first time with legs sticking out of the boxes. They now need to cancel my order and refund my money.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/17/2025

  Thank you for your feedback, and we are truly sorry that this situation has escalated to a point where we could not resolve this internally. 
  We have taken on board the inconveniences the customer has faced in their experience with Interior Icons, and are looking at amending our procedures to improve and make sure things like this do not happen again. 

  The customer has disputed the payment, however once the dispute has been resolved with the financial providers we will work with them to find a resolution. 

  We are deeply sorry about this situation and wish that it could have been resolved between us without intervention, and hope to improve our services to avoid this in the future. 
  

  
  

  Customer Answer

  Date: 01/24/2025

  Hello. I did not get notified of the additional response from the business otherwise I would have replied.

  They didnt answer if they will be canceling my order as requested. This would also resolve my payment dispute if they just canceled the order and refunded my account.

  Thank you.

  Regards,

  ***** ******* (He/Him/His)

  Business Response

  Date: 02/07/2025

  Thank you for your response. 

  Active disputes are outside of our control, and are unable to be refunded until the financial providers involves reach a decision. The funds are inaccessible to our team. If we were able to process a refund, we would do so - but while a customer disoute is active - this option is outside of our ability and control. 

  Once a resolution has been made by the financial providers, we can continue to assist you in resolving this issue. 

  -The Interior Icons team 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22696136
  
  I am rejecting this response because:

  I was told by ****** that if the business refunds my order, that will close the dispute because thats what Im asking for.

  Because Interior Icons has been unwilling to process a refund, per the advice of the Attorney General of Maryland, I have filed a complaint with them. The case # is MU-518982.

  Interior Icons can resolve the disputes by issuing a refund immediately on their own.

  Sincerely,
  ***** *******

  Business Response

  Date: 02/14/2025

  As previously stated, any dispute results in frozen funds. This means that we are unable to access the order funds to process a refund. 

  Once the dispute has a resolution provided by ******, we will process the refund.

  Customer Answer

  Date: 02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me since they are agreeing to a full refund.
  

  I have requested that Affirm unfreeze the funds so that Interior Icons can process the refund of $796.00. 
  
  Sincerely,
  
  ***** *******