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Sohnne Customer Review
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Customer Stories

Here's how Sohnne takes care of you
At Sohnne, every customer’s experience matters. When something goes wrong, we listen, investigate, and work closely with our customers to find a resolution that feels fair. These real stories highlight how we approach issues with empathy, accountability, and follow-through.

Story 1 - Misaligned Chair Assembly Issue, Made Right

STORY SUMMARY

When Navin received four CH07 Shell Chairs, he quickly noticed that one of them had misaligned screw holes that made assembly impossible. He reached out for help, sharing photos and videos to document the issue. After several rounds of troubleshooting and follow-up, Navin remained dissatisfied with the overall product quality and requested a return. The process took longer than expected, but our team continued working with him until a resolution was reached. Ultimately, we processed a 20% refund and allowed Navin to keep all four chairs, ensuring he felt heard, respected, and fairly treated.

AT A GLANCE

  • Problem: One of Navin’s chairs couldn’t be assembled because the screw holes didn’t line up.
  • What Sohnne did: Our team stayed close, reviewed every option, and offered a refund that felt fair while letting him keep all four chairs.
  • Timeline: Resolution offered in 3–4 weeks after the first report.
  • Result: Navin said he felt listened to and left the experience feeling respected and cared for.

Story 2 - Keeping Communication Clear During a Long Transit

STORY SUMMARY


Diego placed a custom order for two pieces, a fully customized Navy Blue 50 Armchair with Ottoman and an Elvin Leather Recliner in Teal, to be delivered to Mexico. After the order was processed smoothly, the shipment encountered multiple delays: container loading changes, departure scheduling, and an extended customs hold in Mexico lasting more than 30 days. Throughout the delay, Diego stayed in close communication with the team, requesting accurate updates. Our support team monitored the file daily, coordinated with logistics partners, escalated tracking issues, and prepared all cross-border documentation to prevent further complications. Eventually, the shipment cleared customs, reached his home, and Diego loved both pieces on arrival.

AT A GLANCE

  • Problem: Diego’s custom pieces were delayed during international transit, leaving him unsure of the shipping status.
  • What Sohnne did: We checked in often, shared clear updates, and made sure he never felt left in the dark during the long journey.
  • Timeline: Resolved in around 5 days once the issue was raised.
  • Result: The pieces arrived safely, and Diego loved them, especially the communication and reassurance along the way.

Story 3 - Ensuring a Smooth Move-In with a Custom Cloud Couch

STORY SUMMARY


Camilo ordered a Cloud Couch in a custom fabric color, timed to arrive for his September 22 move-in date. When the custom swatch required an extended 8–10 week production time, our team offered an immediate solution, shipping a full white sofa right away so he’d have something to enjoy in his new home. Meanwhile, the custom slipcovers were produced separately at no extra cost. Throughout the process, Camilo checked in frequently for updates, and our support team provided reassurance, clarified assembly questions, monitored production, and arranged tracking. His white sofa arrived exactly on time, and his custom slipcovers followed shortly after, completing the setup just the way he envisioned.

AT A GLANCE

  • Problem: Camilo needed his couch in time for his move-in, but his custom color required additional production time.
  • What Sohnne did: We shipped a white sofa immediately so he’d have one for move-in, then completed his custom slipcovers at no extra cost.
  • Timeline: Full setup completed within 1 day.
  • Result: Camilo moved in with a beautiful couch right away and later completed the look with his custom color.

Story 4 - Turning a Damaged Delivery Into a Positive Experience

STORY SUMMARY


When Thomas received his lounge chair, he found two puncture-like marks on the cushion. Although the crate packaging was excellent, the ottoman legs had been placed in a way that pressed into the chair during transit. Thomas didn’t want the hassle of returning the item and instead requested a fair discount. After reviewing his photos and clarifying the details, our support team quickly offered a refund to compensate for the inconvenience. The process was simple, prompt, and friendly. Thomas appreciated the resolution and later shared positive reviews about his experience with our support team.

AT A GLANCE

  • Problem: Thomas received his chair with two puncture marks caused during shipping.
  • What Sohnne did: Instead of asking him to return it, we issued a quick refund so he could keep and enjoy the chair hassle-free.
  • Timeline: Fully resolved in 5-6 days.
  • Result: Thomas appreciated the easy fix and left positive reviews about his experience.

Why These Stories Matter to Us

Furniture is personal. It lives in your home, with your family, in your everyday moments. When something goes wrong, you deserve a team that listens, responds, and puts in the work to resolve it with care.

These stories reflect our commitment to doing exactly that, one customer at a time.


Sohnne - Track My Order

Track My Order

Route

1. Place Order

Confirmation email sent to your inbox.

2. Production

Real-time progress updates in your account.

3. Quality Check

Inspection complete, photos uploaded to your account.

4. Shipment

Inbox update sent. Real-time tracking on your order page.

5. Delivery

Delivery confirmed. Reschedule or book assembly anytime.

Return & Refund

Sohnne offers both in-stock standard products and made-to-order pieces. Because many of our items are handcrafted or custom-produced, please review the applicable section carefully before placing your order.

1. Order Cancellation (All Products)

Within 12 Hours of Order Placement

  • 100% refund
  • No processing fee

12–48 Hours After Order

  • 5% processing fee deducted

After 48 hours, orders may enter warehouse allocation or production scheduling and may no longer be eligible for full cancellation. For made-to-order items, production status determines refund eligibility (see Section 4).

2. Address Changes After Shipment / Tracking Number

Customers are responsible for ensuring that the shipping address provided at checkout is accurate and complete. Once an order has been processed and a tracking number has been issued, the shipment is considered released to the carrier.

If a customer requests a change to the delivery address after a tracking number has been generated, the request will require a carrier-level shipment reroute. Due to the additional handling, administrative processing, and carrier fees associated with rerouting an active shipment, a $200 address change fee will apply.

Address change requests are subject to carrier approval and may result in delivery delays. In some cases, carriers may decline rerouting requests once the shipment is in transit.

To avoid delays or additional charges, please carefully review your shipping information before completing your order.

3. In-Stock Standard Products

These are items currently available in inventory and not custom-configured.

60-Day Return Window Standard products may be returned within 60 days of delivery, subject to the conditions below.

Return Eligibility

  • Item must be unused
  • No signs of assembly damage, misuse, or wear
  • Original packaging must be retained
  • All hardware and components must be included

Returns that do not meet these conditions may be refused or subject to additional deductions.

Restocking Fee Approved returns are subject to:

  • 20% restocking fee
  • Original outbound shipping cost is non-refundable
  • Customer is responsible for all return shipping costs

Sohnne does not provide prepaid return labels for returns, except for items damaged during return transit.

4. Made-to-Order / Custom Products

Custom products include items with custom fabric, finish, dimension, or configuration. These items are manufactured or purchased specifically per customer request and cannot be resold.

Cancellation & Production Terms

  • Within 12 hours — 100% refund
  • After 12 hrs, before production — Subject to approval, up to 20% material allocation fee
  • After production starts — Up to 50% of total order value non-refundable
  • After production completed — Cannot be cancelled, exchange at Sohnne’s discretion

Custom-made products are not eligible for return due to change of mind, comfort preference, or color perception.

5. Production Updates & Account Access

For all made-to-order items, customers will receive:

  • Mid-production email updates
  • Production completion email

Production status is also accessible via the customer account dashboard at: www.sohnne.com/account

Once production commencement notification is issued, the order is considered in active production and subject to applicable custom cancellation terms.

6. Orders Above $2,000

For orders exceeding $2,000, a dedicated account manager will be assigned to:

  • Confirm specifications
  • Provide timeline updates
  • Coordinate delivery
  • Assist with production updates
  • Support documentation for claims

7. Shipping, Delivery & Signature Confirmation

Unless otherwise requested, all deliveries above $1,000 require signature confirmation to ensure secure receipt. Customers may request a signature waiver in writing via email prior to dispatch.

If signature is waived at customer request:

  • Carrier delivery confirmation constitutes proof of fulfillment
  • Customer assumes responsibility for loss or theft after confirmed delivery

If signature confirmation is completed, the order is considered successfully delivered.

8. Inspection, Damage & Defect Claims

Customers must inspect their order within 7 days of delivery.

Required Documentation To qualify for shipping damage or manufacturing defect claims, customer must provide:

  • Continuous, unedited unboxing video starting before the package is opened
  • Clear photos of product
  • Photos of outer packaging
  • Photo of shipping label

Claims submitted without complete documentation may not qualify for replacement or refund.

If approved, Sohnne will provide:

  • Replacement parts
  • Repair solution
  • Replacement item (if necessary)

Store credit or refunds are issued only if repair or replacement is not feasible.

9. Color, Material & Comfort Disclaimer

Due to lighting conditions, screen calibration differences, and handcrafted material characteristics, slight variations in color, tone, texture, or grain may occur and do not qualify as defects.

Comfort perception is subjective and may vary by individual preference. Comfort dissatisfaction alone does not constitute a manufacturing defect.

10. Refund Processing

Approved refunds will be issued to the original payment method within 2–5 business days after inspection or approval. Processing time may vary depending on payment provider.