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.
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
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
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
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.
