Customer Stories

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.

Here's how Sohnne takes care of you

4.9 / 5

Trustpilot Rating

98%

Issues Resolved

3,200+

Verified Buyers

30+

Countries Served

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Misaligned Chair Assembly Issue, Made Right

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.

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Keeping Communication Clear During a Long Transit

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.

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Ensuring a Smooth Move-In with a Custom Cloud Couch

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.

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Turning a Damaged Delivery Into a Positive Experience

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.

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