Complaint Review: Interior Icons

I ordered the Round Tulip Style Coffee Table, Calacatta Marble online at interioricons.com on 9/11/2022. The order number was SJ37160. It arrived at my office on 9/19/2022 through FedEx. The marble top was broken on arrival. I emailed the company’s customer support on 9/19/202 about the broken top along with a picture proof.

I was emailed back with a replacement order of the coffee table top with the order number of SJ37346. The replacement top was delivered on 9/26/2022 via FedEx and it was broken on arrival in a very similar fashion as the first shipment. I again emailed a photo to the company on 9/26/2022 and at the same time requested no more replacement.

I requested to cancel the order and assist to send back the table base. I expressed my total loss of confidence in the quality of the product. However, I got a response from Interior Icon Support insisting on a replacement. They created a new replacement order SJ37523 completely against my will after I specifically requested them not to do so. They clearly try to force a bad product on a customer without the customer’s agreement.

 The following was the Interior Icons customer service manager's email to me after my request to refund my money and not to order any replacement:

Thank you for your email, although I'm so sorry to see your replacement table also arrived damaged.  Unfortunately we are unable to return damaged items or provide refunds for orders damaged in transit.  What we can do is set up another replacement order, and you can then return this without even opening. This replacement order is SJ37523 and will ship in the next 2 days. 

To proceed with the return, please organise the return shipment to the following address:

Interior Icons

19405 68th Dr NE

Suite A

Arlington

WA 98223, USA

Please note that returned items must be received in perfect condition and fully resellable. This means that they cannot be assembled or used in any way prior to return. Returned items must be re-boxed in their original packaging materials before returning. The packaging materials must be original, unmarked and undamaged.

If you need assistance in finding a return carrier, we recommend FedEx/UPS for smaller items, and for larger items we recommend Freight Quote https://www.freightquote.com/ or Pilot Delivers https://www.pilotdelivers.com/.

All returned goods will be checked upon arrival at our warehouse. Interior Icons reserves the right to refuse a refund for any items deemed non resellable. A 50% restocking fee will be charged on the order value for any returns that are not resellable due to damaged packaging or product.

Once a return request has been approved following a thorough inspection of the items’ condition, a refund will be issued within 10 working days. We will refund you in full minus the actual outbound shipping cost.

Please let us know if you have any further questions.

Kind regards, 

Crystal

Customer Service Manager

Interior Icons