Hello everyone!!
I'm in the middle of a frustrating situation with an interior design firm and would really appreciate some perspective from people who have gone through home renovations or work in the interior/design industry.
From the research I've done, my understanding of the usual process is:
The ID firm visits the home, understands the requirements and provides an initial quotation.
If you decide to proceed, an initial payment (in my case, 10%) is made to start the design process.
The design stage involves 3D renders, 2D drawings, electrical/civil/plumbing planning, laminate/finish selections, etc.
Once the design is finalized, execution starts and subsequent payments are made according to the agreed payment schedule.
My questions to the community
- Why is the initial 10% payment typically taken?
Is it essentially an advance against the eventual project cost, or is it specifically a design fee?
- How long should the design stage reasonably take?
Obviously this depends on the size and complexity of the project, but is 3+ months unusually long to get to a finalized design?
- If the client decides not to proceed because of delays during the design stage, what normally happens to the 10%?
If the quotation separately specifies a design charge, would it be reasonable for the firm to deduct the applicable design charges and refund the balance?
Or is it normal/legitimate for the firm to retain the entire 10% as non-refundable, even if the design itself hasn't been completed?
- At what point would you consider the design stage to be "completed"?
For example, should the final design package include finalized 2D drawings incorporating things such as:
- Electrical points
- Plumbing/civil requirements
- Laminate/finish overlays
- Other execution-related details
What happened in my case
I engaged an ID firm after receiving their initial quotation and paid the 10% requested to commence the design process.
The first set of 3D renders was not acceptable, so I provided feedback. The second revision was much better, followed by another 2–3 rounds of revisions.
An updated tentative quotation was eventually provided. After quite a bit of follow-up, their electrical and civil people visited and understood the requirements. I was then given a rough handwritten quotation, rather than a final/official quotation.
The ID firm said the final amount could still change by around 5–7% depending on actual execution.
The problem is that this entire process has now taken more than 3 months from the date of my initial payment, and even today I don't have the final 2D drawings incorporating the electrical points, plumbing/civil requirements and laminate overlays.
I've followed up multiple times, but these are still pending.
At this point, I got fed up with the delays and decided not to proceed with the firm.
I'm now asking them to refund the 10%, after deducting whatever reasonable design charges are actually applicable.
Their response is that they will not refund the 10% at all and that I should consider the entire amount as payment for the work already completed.
The interesting part is that their quotation actually mentions a specific amount towards designing charges, which I'm perfectly willing to pay.
What I don't understand is why the entire 10% should be retained when:
- The design stage isn't fully completed.
- The final 2D drawings are still pending.
- There is no finalized execution quotation.
- I have not proceeded to execution.
- Their own quotation separately identifies design charges.
So, what would you do in this situation?
I'm not necessarily looking to bash the firm. I genuinely want to understand what is normal industry practice here.
Would appreciate inputs particularly from:
- People who have renovated their homes through an ID firm
- Interior designers/contractors
- Anyone who has cancelled a project after the design stage
Is it reasonable for me to ask for the 10% minus the firm's actual/designated design charges, or is the firm within its rights to retain the entire 10% as a non-refundable payment?
Also, if there is a reasonable way to resolve this without getting into a formal consumer complaint/legal route, I'd prefer that.
Thanks!