The fabric is beautiful, but the wait time is absurdly too long. I’ll likely not buy anything again for that particular reason. Customer service was ok, not quick to respond at times and the delivery... See more
Company replied
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Review summary
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Reviews shaping this summary
We ordered two Caitlin Swivel chairs. The custom fabric is beautiful; and for now it seems to be pet resistant as claimed. However, these chairs tilt forward sloping towards the floor. You almost feel... See more
Company replied
Love the couch but the delivery date was quoted to be within 8-12 weeks of when I ordered but it actually took closer to 15 weeks so keep that in mind if you have plans that revolve around expectation... See more
Company replied
I love the new chairs and the experience of ordering them. They are amazing. The team that delivered the chairs, top notch. Where ID missed the mark is the lack of follow up from the designer from... See more
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Company details
- #181 of 186 best companies in Furniture Store
Written by the company
Made-To-Order With Your Choice of Fabric, Legs, and Sizes. Our customizable furniture experience puts you in the designer’s seat—not the other way around.
Contact info
833 W Armitage Ave, 60614, Chicago, United States
- 8728024119
- support@interiordefine.com
- www.interiordefine.com
2.7
Poor
1K reviews
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Replied to 82% of negative reviews
Typically replies within 48 hours
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Wait time for delivery too excessive
Love my chairs but the time from order to delivery was totally unacceptable. Due to the excessive lead time, I just ordered a custom loveseat from another company and delivery is only 4 weeks.
February 16, 2026
Reply from Interior Define
Thank you for sharing this, Jeanne. We’re really glad to hear you’re loving the chairs, though it’s disappointing that the delivery timeline didn’t meet expectations.
When the wait stretches longer than anticipated, it can certainly affect future purchasing decisions and we appreciate you taking the time to call this out. Reliable timelines matter just as much as the product itself, and feedback like yours helps highlight where the experience still needs to improve.
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The order process went fine
The order process went fine, was able to receive small fabric samples. I have pets so went for a higher rated fabric which indicated suitable for pets. Waited over 5 months for sofa to arrive. Have had about a month and fabric is not holding up well. Catches easily on pets claws, I have put a cover over cushions to protect but threads are still pulling and breaking on sofa. Pets are NOT clawing on it, this is just from jumping in and off. Scuba fabric should not be recommended for households with pets.
February 2, 2026
Unprompted review
Reply from Interior Define
Hi Karla,
We’re glad that the ordering process and fabric samples helped you make an informed choice, but it’s disappointing to hear that the fabric hasn’t held up the way you expected. Durability is an important factor when selecting upholstery, and it’s frustrating when a material doesn’t perform as anticipated.
Your feedback is helpful in understanding how fabrics perform in real homes and highlights where guidance around pet-friendly options may need to be more clear. If you're open to it, please reach out to us at support@interiordefine.com so we can learn more and determine next steps. We appreciate you taking the time to call this out and share your experience!
BUYERS BEWARE
BUYERS BEWARE-
I ordered my couch in November. My original delivery estimate was 8–12 weeks. It is now February 27, and I still do not have a confirmed delivery date. This is my second sofa ordered from Interior Define. Based on my first experience, I also referred four friends/clients who purchased from them. Unfortunately, this order has been a completely different experience. Communication has been extremely limited. There is no direct phone number to speak with someone, and during the most critical stage of this delay, emails have gone unanswered for weeks at a time. When your order is already past the promised delivery window, responsiveness matters.
This delay has had a direct financial impact on me, as the sofa was purchased to furnish a rental property with tenants checking in on March 1st.
The product may look beautiful online, but if something goes wrong, you are on your own. This is an extremely disappointing experience. I guess I should have revisited the reviews, as this looks like a common theme.
February 27, 2026
Unprompted review
Reply from Interior Define
Hi Nicole,
Thank you for sharing this perspective. We’re sorry to hear that this experience has been so disappointing, especially after previously purchasing from us and recommending us to others. That kind of trust means a great deal, and it’s frustrating when the experience doesn’t reflect it.
Reliable updates and responsive support are critical when timelines shift, and it’s clear that this situation created unnecessary stress, particularly with a move-in date approaching.
Feedback like this highlights how important it is that communication remains clear and consistent throughout the process, and we've shared it internally with the appropriate team. We hope to have the opportunity to regain your trust in the future!
Really cute little piece of furniture
Really cute little piece of furniture. Made to order, shipped quickly and basically ideal. Pleased with the whole process.
October 13, 2025
Reply from Interior Define
Love hearing this - thank you for sharing, Rebecca! We’re so glad the piece turned out just right and that the made-to-order process felt smooth from start to finish. It means a lot to know the experience matched the product, and we hope that you enjoy your new piece!
4+ months later and still waiting for chairs
I ordered chairs from Interior Define at the recommendation of a Havenly designer I was working with. Biggest mistake ever. I ordered the chairs in mid-October, and am still nowhere close to receiving them. Customer service has been unapologetic and unhelpful. You can't actually call anyone, you can only communicate via email. I have not been proactively notified about any of my 6+ delays as the website doesn't automatically update. I have had to reach out myself every time. My chairs are allegedly stuck on container ship in LA. I legitimately think I may never get these chairs. Save yourself a headache and literally shop anywhere else.
October 12, 2025
Unprompted review
Reply from Interior Define
Hi Jennifer,
We’re really sorry to hear how disappointing this experience has been for you. Repeated delays without proactive updates and limited support channels can understandably lead to a lot of frustration, and that’s not the experience we want anyone to have while shopping with us. Your feedback matters, and we’re actively working on improving transparency around shipping and fulfillment so that experiences like this don’t happen again. We hope we’ll have the opportunity to turn this around for you and restore your confidence in us!
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Ridiculous delivery delays
This company has been a nightmare to deal with. My original estimated delivery date was by 1/20 and now it has been updated for a third time to 3/8. There was no communication as to why. When I finally reached out I got a vague reason of "scheduling and capacity constraints." I never would have ordered if I had known how much longer this would take.
February 11, 2026
Unprompted review
Reply from Interior Define
Hi Liz,
We’re sorry to hear that the delivery timeline has shifted so many times without clearer communication, and understand how frustrating that would be, especially when timing played a role in your decision to order. That said, we appreciate your patience through the delays, and plan to share your feedback internally as we continue working to improve transparency and proactive communication around scheduling updates.
My Order was extensively delayed
My Order was extensively delayed. However,
Interior Define reached out and gave us a very nice discount for the inconvenience.
This is our Second Large order. I love the swatches… so many colors , textures & fabrics.
January 19, 2026
Reply from Interior Define
Thank you for sharing this, Kirsten! We’re glad the team was able to step in and make things right after the delay, and we really appreciate your continued trust with a second order. We hope that your pieces are everything you imagined they would be!
Squeaky and wiggly
The couches don’t feel sturdy or stable. They frame squeaks when we sit on them and wiggle around - the legs don’t feel securely attached but can’t be screwed in tighter. I worry they wouldn’t be able to holder a larger guest (250 lb). We bought 2 and the experience is the same on both couches. We have bought previous couches from ID in 2018 and loved them but these have been disappointing and not worth the $$.
October 17, 2025
Reply from Interior Define
Hi Jenny,
We appreciate you taking the time to share your experience, and we can definitely understand how concerning it is when furniture doesn’t feel stable or secure, especially at this price point. We also hear your disappointment, particularly given your positive experience with earlier purchases. We've shared your feedback internally to highlight areas where we can improve our product's performance overall, and encourage you to reach out directly (support@interiordefine.com) to explore whether there is anything we can do to make things right.
Terrible customer service
I bought the sofa at the Seattle Store. Staff was nice and helpful. One of the reason I purchased from this store was the promise to deliver the sofa in 6 to 8 weeks as I had guest coming from Christmas and needed the sofa. The sofa ended up taking over 12 weeks to arrive. I called customer support and not a single time they were helpful. They repeatedly said it was not their fault and they cannot do anything about it. At the same time, I purchased other furniture from much cheaper stores and every time I had similar issues, they were prompt to propose something, like a discount or offering to return. I was very disapointed to the level of service and care the interior define provided. I was expecting to the a premium service, based on what I was promised but ended up not caring at all with their customers. Now I fully expect they will not help if I have any issue with the sofa. I would not recommend anyone that wants piece of mind to purchase from this store.
January 19, 2026
Reply from Interior Define
Thank you for taking the time to share this. We appreciate you recognizing the in-store team, and we’re sorry the rest of the experience didn’t reflect the same level of care. When service and follow-through don’t align with what was promised, it can understandably leave you feeling let down, and we’ll be sure to share your feedback with our leadership team as we continue working to improve how we show up for customers throughout the entire purchase process.
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Great experience
Great experience, quality product, love the style! I compared to other high priced sectionals but this one far better than RH or PB
I bought the 6 Seater sectional, absolutely in love with the style and quality, customer service was awesome
October 8, 2025
Reply from Interior Define
Thanks for the rave review, Karin! We’re thrilled to hear that you’re loving the style and quality of your sectional and that the experience lived up to expectations. It’s especially great to know our team provided awesome support along the way, and we truly appreciate you taking the time to share your feedback with us.
Pamper Yourself Quality Fabrics!!
I was looking for some material and noticed an offer by Interior Define for some samples. They sent more than what I had asked for, and let me tell you, I was in love! The samples were exquisite! Their fabrics are RICH!! They felt like a "pamper yourself" quality. If anyone is looking to reupholster their furniture, this is the place. I was so excited about the colors! They were bright and vibrant. They were actually too rich for my purposes. I just had to leave a review because they were so rich and luxurious. They were also very kind to contact me for additional help if needed.
January 20, 2026
Unprompted review
Reply from Interior Define
Thank you so much for taking the time to share this, Linda! We’re glad to hear how much you loved the fabric samples. Although they weren’t the right fit for your project, it means a lot to know they left such a strong impression. We truly appreciate your kind words and are glad our team was able to support you along the way!
Shipping time is a lie
They compete with Crate and Barrel, West Elm and companies like that, with processor about equal. They estimate shipping much quicker than the other stores but it is just untrue. You may as well shop at the bugger stores where you have mode ability to reach someone. Thus far, my order is not movie anywhere, well into the delivery window and it hasn't even moved to the order being processed. No urgency from anyone at the company.
January 12, 2026
Unprompted review
Reply from Interior Define
Hi there,
Thank you for sharing this feedback. We understand how frustrating it can be when an order doesn’t appear to progress as expected. When updates aren’t clear or timely, it can understandably feel like there’s a lack of urgency, and that’s not the experience we want customers to have.
That said, our team would appreciate the opportunity to review your order and provide clarity on its status. We've sent you a request for additional information so we can locate your account. Once we receive this, please be on the lookout for a follow-up email from our Customer Experience team!
Great quality but bad service
The quality of the bed I ordered is beautiful. The delivery time is very long which would be okay if they were upfront about it. My bed came about 3 weeks later than the delivery window they had told me. I have a couch that hasn't come yet and the window has been pushed about a month from the one I was told when I ordered it (as of now it will be about 3 1/2 months from order to delivery) And they don't even notify you when the window has changed, you have to log into your account and constantly check. I really love the bed I got, but the whole process has been so stressful that even though I think the quality is exceptional, I can't justify ordering from here again.
October 20, 2025
Unprompted review
Reply from Interior Define
Hi Reetu,
Thank you for taking the time to share this both the positive and difficult aspects of your experience. We’re glad to hear how much you love the bed itself and appreciate your kind words about the quality.
At the same time, it’s completely understandable that the shifting delivery windows and lack of proactive communication made the experience stressful. Having to repeatedly check for updates rather than being notified is frustrating, especially when you’ve planned around the original timeline.
Your feedback about transparency and communication is important, and it’s something we’re actively working to improve. If you’d like, we’re here to help look into the status of your remaining order or talk through any concerns. Please feel free to reach out to us directly so we can support you further!
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I'm still debating if I made the right…
I'm still debating if I made the right choice. I loved the design online but once I personalized it with my choice of fabric and padding, it just doesn't look or feel as nice. (And this is even after going to the in-person showroom) I'm also disappointed that I was sold on the fabric being cat scratch resistant and almost immediately it's been snagged in multiple places. My order was also a few weeks late in being delivered after already waiting numerous months. Overall, I'm happy to have a new couch, just not sure it should've been this one.
December 19, 2025
Reply from Interior Define
Hi Mandee,
Thank you for sharing this. We really appreciate your honesty. It’s completely understandable to feel unsure when something you spent time customizing doesn’t quite land the way you hoped, especially after seeing it in person and waiting longer than expected for delivery. We’re also sorry to hear the fabric hasn’t held up the way you were led to expect.
If you’d like to talk through any of this, whether it’s the comfort, the fabric performance, or possible next steps, please reach out directly to support@interiordefine.com. We truly value your feedback and want to make sure you feel supported as you settle in with your new sofa. Thanks for choosing Interior Define!
Mixed experience with the product
We ordered two Caitlin Swivel chairs. The custom fabric is beautiful; and for now it seems to be pet resistant as claimed. However, these chairs tilt forward sloping towards the floor. You almost feel like you are going to fall out of them. Not sure if other items would be better.
October 12, 2025
Reply from Interior Define
Hi Seana,
Thanks for taking the time to share this. We appreciate your honest feedback and are so sorry to hear that your experience with the Caitlin Swivel Chairs has been so poor. We’re always looking for ways to improve, and I’ll be sure to pass this along to the appropriate team! If there’s anything we can do to help or make things right, please don't hesitate to reach out to us directly at support@interiordefine.com. We’d welcome the chance to do so.
No communication for the delay
December 19, 2025
Reply from Interior Define
Hi Moshin,
Thanks for sharing this. We’re sorry to hear that there wasn’t clearer communication around the delays. We know how frustrating it is to be left without updates, and that’s feedback we take seriously as we work to improve how we keep customers informed. If you're open to it, please reach out to us at support@interiordefine.com so our team can follow up directly!
sofa does not feel like the store version, etc
My sofa was late. It was weeks overdue. The legs were wrong. The delivery went badly. a cushion was dropped in the street and it's permanently soiled. I paid extra for more cushioning. Yet it's hard as a rock. I complained to the store and was told it would "wear in". It hasn't. I couldn't be more disappointed.
October 7, 2025
Reply from Interior Define
Hi Susan,
We're so sorry to hear that this has been your experience with our brand. Delays are hard enough on their own, but dealing with incorrect parts, a poor delivery experience, and damaged items on top of that is understandably upsetting.
This isn’t the level of care or quality you should expect, and your feedback has been shared with our team so we can take a closer look at where things went wrong, both with the product itself and how your concerns were handled. We also see that our Customer Experience Team has offered to replace the cushions for you. If this sounds good, feel free to respond to the email we sent you at your convenience!
We appreciate you taking the time to share your thoughts, and we look forward to restoring your trust in our brand.
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Delays Never Communicated
I ordered bar stools for a client's restaurant on 9/9/2025. They said they would be delivered between November 11th and December 11th. On December 11th, the status still says being built. I reached out at the end of November for a status update, and they said they were sorry. I asked for clarification on the timeline since the restaurant is supposed to open in January. They never answered me. I finally found a number and called, and someone finally answered me and said now it's January 17-31st which represents a huge issue with our opening. Extremely poor customer service, and absolutely no guarantee you'll get your furniture in a timeline manner.
December 11, 2025
Unprompted review
Reply from Interior Define
Hi Melissa,
Thank you for sharing your feedback. We completely understand how frustrating it must be to experience such a long delay without any proactive updates along the way, and we're very sorry for the inconvenience and disappointment this situation has caused.
While delays can sometimes happen during production or transit, you should never feel like you have to chase down order updates, and we’ve shared your feedback internally so our team can review your order and address the communication gaps. Timely and transparent updates are critical, and your experience highlights where we need to do better. We appreciate you bringing this to our attention!
Item is great, service was not great
I ordered an ottoman from Interior Define. The ottoman is great but they have been difficult. The sales price when I settled on the the item with the sales person ended the night before my order was submitted. They honored it. Right before I was set to finally receive my item (which was late and no updates to tracking since it first hit the water), they offered an additional sale, which lowered the price by $200 on the ottoman I ordered and had not yet received. The sales person and customer service both refused to adjust the price to reflect the new sales price. Do yourself a favor and buy from somewhere that has enough class not to risk losing customers over $200. So disappointing. Otherwise a decent product, too bad i'll never shop there again and hope you don't either.
December 4, 2025
Unprompted review
Reply from Interior Define
Hi Anne,
Thank you for taking the time to share this. We can definitely understand why this situation felt disappointing, especially after already navigating a delayed delivery and unclear tracking updates.
Pricing changes are always frustrating when they happen mid-order, and we appreciate the honest feedback here. It's been shared internally so we can take a closer look at how we handle timing around promotions and delivery windows going forward.
That said, we’re glad to hear that the piece itself met your expectations, and we genuinely appreciate you calling out where the experience fell short. Your feedback helps us to understand where we can improve, so experiences like this don't happen again. We appreciate you choosing us to furnish your home, and we look forward to restoring your trust in our brand.
The company was gracious to let us…
The company was gracious to let us return an order that do not measure correctly for our purpose. Product was of great quality!
November 18, 2025
Reply from Interior Define
We’re happy to hear that the quality impressed you, and that our team was able to help out when the measurements didn’t work for your space. Thanks for sharing your experience!
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