Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a chair from Sohnne which was shipped with no signature confirmation and no delivery confirmation. **************** does not respond. Do not buy anything from them.

  

  Business response

  12/29/2024

  Dear Better Business Bureau (BBB),
  We would like to provide an update regarding the recent complaint filed by our customer concerning a shipment issue.

  
  The original shipment was sent via ***** with the following tracking numbers:
  Package 1: 770118612684
  Package 2: 770118517087

  
  Upon receiving the customer's complaint that the packages had not arrived, we promptly took the necessary steps to resolve the matter. In line with our policy, we:
  Reshipped the order to ensure the customer received the products without further delay.

  
  Issued a partial refund of $150 as compensation for the inconvenience and extended wait time.Maintained open communication with the customer, providing updates through email and follow-ups.

  We sincerely value our customers and take such matters seriously, and we believe this resolution aligns with our policies to ensure customer satisfaction.
  We hope this information helps address and resolve the complaint. Should you require any further documentation or details, feel free to contact us.
  Thank you for your attention to this matter.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a chair from Sohnne and received the chair today. Upon opening the box that contained the chair, I realized I had been duped. I immediately called, chatted, emailed and ******** the company to get a refund/return slip. Since then I have been given the complete runaround. I was told to take a picture of the box with the *** number on it and take a picture with the chair packed in the box, which I did. I have since read this company is a total scam. I am trying to get my money back and I am very upset since they are just continuing to give me the runaround.

  

  Business response

  09/23/2024

  Dear ****** ***** and the BBB Resolution Center,
  
  We are writing to confirm that, as of Saturday, September 21, 2024, at 1:48 PM, a full refund has been issued to the customer regarding the complaint filed. This refund was processed promptly as part of our commitment to resolving the matter quickly and efficiently.
  
  In addition, we have also informed the customer of the full refund on the same day to ensure transparency and maintain clear communication. We kindly request that the BBB consider this swift action when reviewing the case.
  
  The refund should already be reflected in the customers payment account; however, if the funds are not yet visible, we anticipate that the transaction will be fully processed and deposited within 2-5 business days, depending on the payment processors timelines.
  
  Please let us know if you require any further information or documentation to close this case.
  
  We appreciate your attention to this matter and look forward to a satisfactory resolution.
  
  Best regards,

  ******, Sohnne Services Manager

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered the Eames Chair over a month ago..Cant get a response to where the chair is except oh it will be there in two weeksThat has come and gone twice now..I want a full refund ,not a discount ..PLEASE refund my money so I can order somewhere else.

  

  Business response

  09/18/2024

  Dear BBB Resolution Center,
  
  Thank you to both the valued customer and the ******************** for allowing us to address this matter. At Sohnne, we deeply value our customers and are always committed to providing clear and timely resolutions to any concerns.
  
  In this particular case, the customer, located in ******, was fully informed about the additional time and costs associated with international shipping, which are clearly outlined in our shipping policy. While shipping delays and customs inspections are beyond our control, we ensured the product was shipped promptly, and provided tracking details:
  
  CP518972708CN
  CP518973252CN
  The product was successfully delivered via Canada Post on September 11 at 10:55 AM, and it was received by the customer at the provided address.
  
  Additionally, the customer applied a ********** discount code at checkout, which not only provided a significant discount but also included terms that limit the eligibility for disputes, chargebacks, cancellations, or refunds once the product has been shipped and delivered. These terms were accepted by the customer at the time of purchase, making this transaction ineligible for dispute.
  
  In spite of the delays beyond our control, we also extended a $300 compensation as a gesture of goodwill to ensure the customers satisfaction, which we believe goes above standard industry practice.
  
  Given that the product has been delivered, received by the customer, and the terms of the coupon code were accepted, we kindly request that the BBB consider this case resolved. We remain at the customer's disposal should they have any further concerns.
  
  Warm regards,
  ****
  Sohnne Team

  Customer response

  09/18/2024

   
  Complaint: 22236684
  
  I am rejecting this response because:
  First of all,I was offered ****** and spent weeks trying to figure out where the chair was..

  Never was I told it wasnt coming from ************* but coming from *****..and the chair came damaged ,missing screws and washers along with the wrong chair

  I ordered the tall version and received the standard version.

   

  let me know when you want to pick it up..
  Sincerely,
  
  **** ******

  Customer response

  10/07/2024

  Good Morning,

  As far as Im concerned its been dealt with..

  No other action required at this time..but if they dispute I will be reopening the complaint.

  **** ******

  Customer response

  10/29/2024

  Good afternoon,

  Reopen the complaint as they are disputing the charge back from the credit card company..

  The product is damaged and was not told about coming from ***** versus **************Along with lieing about promo codes..

  They are free to come get their product at any time.

  Thank you.

  **** ******

  

  Business response

  10/30/2024

  Dear BBB and Valued Customer,
  
  We appreciate the opportunity to address this matter and are committed to resolving it with transparency and understanding. To clarify, we have not yet received any supporting documentation from the customer regarding their claim of a damaged product. If the customer wishes to initiate a return, we kindly request photo documentation showing both the product in its current state and the specific areas of concern, such as any damage or malfunction.
  
  Our return and refund policy, which includes this requirement, can be reviewed here: *****************************************************. We are fully dedicated to assisting our customer with this process, and receiving these photos will allow us to provide the appropriate support.
  
  Please know that our approach to this dispute aligns with the information initially provided by the customer, and we affirm that we have met our responsibilities by delivering the product as outlined in our agreement. However, we remain open to working together to reach a solution and are prepared to facilitate the return upon receipt of the requested documentation.
  
  Thank you for your understanding, and we kindly ask BBB to consider this matter with care. We look forward to continued communication with the customer to bring this matter to a positive resolution.
  
  Warm regards,
  ******
  Customer Service Manager **********************

  Customer response

  10/30/2024

   
  Complaint: 22236684
  
  I am rejecting this response because:

  I didnt receive the Tall Premier chair, I received the standard chair with missing screws and bolts and damage..

   

  Also  to be lied to numerous times on where the chair was during delivery and offering 200,then 300 and then 350 dollars for my inconvenience is a insult..

  If you want to resolve this send me the right chair and with a ****** discount.and pick up the damaged chair..

   

  I also have more photos but can only add five on this form
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/7/24 I purchased a chair from sohnne.com. Their website claimed that this chair was made of 100% top grain leather. I reached out to their customer service people by chat, and was assured that every upholstered part of the chair was made of 100% animal hide genuine leather. It isn't. The piece you sit on is leather, but backrest, armrests, and back of seat cushion are all vinyl. When I complained to Sohnne, they offered me a $50 refund, of offered to take the chair back for a $150 restocking fee. I refused either option, and filed a dispute with my credit card. At this point, Sohnne offered me a $200 refund if I would end the credit card dispute. I agreed to this. However, Sohnne has failed to pay me the $200. I have screen shots of their website, the chat with their customer service staff promising me that the chair was 100% real animal hide leather, and pictures of the vinyl chair I received. I have all the emails from Sohnne promising me a refund that has never been paid. They should not be selling vinyl chairs and be able to claim on their website that they are made of 100% leather. This is a blatant lie. Not only have they lied about the construction of their chair, they then lied about sending me a $200 refund. I have attached screen shots of their website with the claim of a 100% leather chair. I attached screen shots of the online chat with their customer service with the claim of a 100% REAL leather chair. I've attached pictures of the vinyl material this chair is made of. And, I attached a screen shot of the email promising me a $200 refund that has never been sent.

  

  Business response

  08/04/2024

  Dear BBB ***************** and Valued Customers,
  
  We would like to address the dispute and review submitted by one of our customers, which we believe does not meet the requirements. Below, we provide a detailed explanation for the BBB as a reference.
  
  Firstly, the customer initially filed a complaint with us regarding the quality of the product. In response, we offered a refund to address their concerns. However, the customer subsequently filed a chargeback, which was unfortunate since they had already agreed to the refund. When the chargeback was resolved in our favor, the customer then requested that we return the funds we had originally offered.
  
  We were willing to proceed with the refund, but our system could not process it while the chargeback status remained open and unresolved. We communicated this to the customer, but their response placed undue pressure on us by threatening to post negative reviews on several platforms. This approach seemed to seek additional compensation, although our primary goal remains customer satisfaction.
  
  We wish to emphasize that despite winning the chargeback case, we remain open to providing compensation as previously agreed. However, we need time to process the refund in accordance with our transaction rules. The customer's claims regarding the product quality were also not fully substantiated and were presented unilaterally.
  
  We hope the BBB will review this situation in detail. Our intention is to resolve the matter fairly and transparently, ensuring that our customers are satisfied while adhering to our policies.
  
  Best regards,
  
  The Sohnne Team

  Customer response

  08/04/2024

   
  Complaint: 22089760
  
  I am rejecting this response because:
  
  On July 22nd, 2024, I received an email from Sohnne.com.  In that email, Sohnne told me that they had "processed a partial refund of $200 for your order.  Please allow 1-3 business days for the refund to be reflected in your account."  That is a direct quote from the email they sent 7/22/24.  I have attached a screenshot of that email for your inspection.  Today, 12 days later, they are trying to tell the Better Business Bureau that they still need time to process the refund.  All they do is tell lies.  Per the email they sent me, I should have already received my refund on 7/25/24.  Today is 8/4/24, and they still try to claim they need more time to process the refund.  Why lie to me and tell me I'd have the refund by 7/25/24 and then tell the BBB a different story?  I honestly believe they have no intention of paying any refund to me.  There are no reasons for any further delays.  Then need to live up to the promises they have made.
  
  Sincerely,
  
  *******************************

  

  Business response

  08/06/2024

  Dear ********,
  
  I hope this message finds you well.
  
  I want to extend our sincerest apologies for the inconvenience you have experienced. We genuinely intended to process your refund on July 22. However, due to the chargeback initiated on your order, we are unable to proceed with the refund at this moment.
  
  Currently, we must wait for the chargeback review process to be completed before any further action can be taken. I assure you that we are not withholding information, and we have documented our actions thoroughly, including screenshots.
  
  We truly appreciate your understanding and patience as we work through this dispute. Your satisfaction is very important to us, and we are committed to resolving this matter as quickly and smoothly as possible.
  
  Thank you for your cooperation.
  
  Warm regards,
  
  The Sohnne Team

  Customer response

  08/06/2024

   
  Complaint: 22089760
  
  I am rejecting this response because, as I stated in my previous reply, the chargeback review process that my credit card company initiated has already been finalized.  Citi card reversed the original credit to my account, and has charged me for the purchase.  They are considering the matter closed.  They sent me an email indicating that they consider the matter closed.  They have stated that they closed their investigation.  Sohnne has also received a similar notification from them.  At this point, there is no reason for Sohnne to withhold the credit they have promised me in multiple emails.  I am attaching a copy of the letter I received from Citibank as proof that the chargeback review has been closed.  Sohnne is merely dragging this out hoping I will get tired of the process and give up.  This isn't going to happen.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 7, 2024, I ordered and paid $2056 for two Eames Lounge chair replicas as advertised on the Sohnne **** website. The site states the "PREMIER" version is built "perfectly to the original". FIRST red flag! The site went down after I placed my order. I couldn't check my order status. I immediately emailed support. I received a response asking for my patience as their site was "in the process of an upgrade" and my order was being processed. Ok, I guess. I took the day off work based on the ***** tracking information. SECOND red flag! The delivery did occur on the designated day but not within the indicated time frame. My next-door neighbor alerted me of multiple packages in my driveway. ***** left my $2056 delivery in my driveway on a 100-degree day without ringing my doorbell or knocking. Needless to say, I was very annoyed. THIRD red flag! All four boxes clearly looked like they had been opened and resealed. Leading me to suspect I'd received used or returned chairs. I opened one of the main boxes containing the cushions. I was shocked to see the chair was NOT as described on the website nor on the revolving picture for the model I purchased. The veneer finish was NOT on all surfaces as it showed on the website. There was even white bare plywood visible on the back of the headrest section of the chair. Even the assembly placard in the box containing the hardware clearly showed veneer on all surfaces. I took pictures, repacked the box of cushions and emailed support the following Monday morning outlining my dissatisfaction and requested a full refund and return authorization. After multiple back and forth emails asking for return authorization and a refund I have no trust in this company. They solicited discounts for me to keep the chairs. In one email they even suggested I PAY THEM $300 to return the chairs! "FREE" returns per the website and satisfaction "guaranteed" as the chat representative said. I have pictures, emails and chat screenshots upon request.

  

  Business response

  07/26/2024

  Dear ***,
  
  I hope this message finds you well. I want to sincerely apologize for the inconvenience you've experienced with your recent order. Your satisfaction is our top priority, and we deeply regret any frustration this situation may have caused.
  
  I would like to clarify our return policy to provide better context. As outlined on our website, our guidelines state that return shipping costs are typically the customer's responsibility unless the item is defective or there was an error on our part. This policy is intended to balance operational costs while ensuring fairness to our customers.
  
  In your case, the chair was received in functional condition, meeting our quality standards. Therefore, the return fee applies. However, our primary goal is to resolve this matter amicably. We requested photos of the original box and label to initiate the return process and to offer flexibility regarding the costs involved. Unfortunately, we did not receive a response to our request for these photos, which has delayed the resolution.
  
  We genuinely want to resolve this issue and assist you with the return. Our representative is ready to help, but we need your cooperation in providing the necessary photos to verify the return.
  
  Please understand that your satisfaction is of utmost importance to us. We appreciate your patience and understanding in this matter.
  Thank you for your cooperation.
  
  Warm regards,
  The Sohnne Team

  Customer response

  07/27/2024

   
  Complaint: 22041268
  
  I am rejecting this response because:
  Complaint: 22041268
  
  I am rejecting this response because:
  In good faith I am partially rejecting the business response due to my lack of faith and trust in them. The business representative directly asked for to pay $300 to return the chairs. That is contrary to their return policy. As I stated in my initial email to the BBB, the veneer layering on the chair I opened did not cover the entire chair as the site represented. And the veneer layering on the headrest section showed clear signs of the bare plywood beneath. I will attach pictures as documentation in my email response to Sohnne.
  As for receiving the companies email requesting photos of the boxes and labels. After the companies representative asked me to pay $300 to process a return that should have been free, I directed all Sohnne emails to my SPAM folder. Hence, I hadn't opened or sent the requested information. I will send the requested photos "again" of all four boxes and their labels.
  As Sohnne suggested. I too wish to conclude our business interaction on amicable terms.
  
  Sincerely,
  
  *******************
  Sincerely,
  
  *******************

  

  Business response

  07/30/2024

  Dear ***,
  
  First and foremost, I want to express my deepest apologies for any inconvenience you have experienced with your recent purchase. We truly value your trust in us, and it is our utmost priority to ensure your complete satisfaction.
  
  To process your return smoothly, we kindly request that you provide us with a photo of the item in question. This will help us understand the issue better and expedite the verification process. According to our return policy, customers are typically responsible for the return shipping fee.
  
  However, recognizing the inconvenience this may cause and to bring your faith back to us, we are more than willing to make an exception for you. We can reduce or even waive the return shipping fee as a testament to our commitment to your satisfaction.
  
  We have received your email and are currently processing the necessary verifications. As soon as this process is complete, we will promptly send you a return label. Additionally, to further restore your confidence in us, we are offering free returns for your order on this occasion.
  
  Thank you sincerely for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to help and ensure you have a positive experience with us.
  
  Warmest regards,
  Sohnne Team

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I trust the business will remain true to their word and send the required labels to return the four boxes. To be clear, there was and has not been any mention of a restocking fee by the business. I'm confident this is a mute point. I look forward to receiving the return labels, RA documentation and concluding my interaction with this business.
  Sincerely,
  
  *******************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order for 2 chairs and 2 stools with Sohnne (Equinox) on April 13, 2024 in the amount of $2793.00. We received 1 chair and 1 stool, Sohnne cancelled the remainder of the order (a refund in the amount of $1396.00 was posted to our account) and we have been attempting to return the chair in our possession and receive a refund for the remaining $1397.00. There are numerous areas on their website that show Satisfaction Guarantee, Returns, even Free Returns. Returns due to their error is covered on the website under, "Intricate Procedures for Initiating Returns and Exchanges." They somehow feel we should be satisfied with only half of our order. Why would we be happy to receive 1 chair and 1 stool when we ordered a set of 2 chairs and 2 stools? After they cancelled the remainder of our order, they stopped all email communication with us.In conclusion, this company is a scam in what seems to be drop-shipping with a well designed website to make a customer feel they are a reputable company, which they are not. The addresses they have listed are empty buildings, the phone number they provide is not attended by a live person, ever, and the fact that they will not facilitate a return contradicts their website. I would absolutely stay away from this company. They do not provide any customer service when it is needed and will stall in resolving issues. In looking at reviews, which we wish we had done before making a purchase, it seems dubious to show a review with a future date (ie. current date June 2024 and the review date August 2024). How would a review be dated in the future? Their online presence seems very calculated and manipulated in their favor. BUYER BEWARE!

  

  Business response

  07/19/2024

  Dear BBB ***************** and Esteemed Customers,

  
  We are writing in response to the report regarding a recent issue experienced by one of our valued customers. We have provided a comprehensive solution to the customer, including a full refund and product return.
  To provide clarity on the situation, the customer initially ordered two quantities of a product. One item was received in good condition, while the second product was delayed due to an error with our third-party delivery service. We offered the customer the option to wait for the delayed product, but the customer declined, which we fully respect. Consequently, we processed a refund of $1,396 for the item that was not received.

  
  Unexpectedly, the customer initiated a chargeback. Our system is designed to maintain transaction integrity and does not support multiple flexible transactions under a single integrated customer account. In response, we have taken swift action to ensure the customer's satisfaction. We will be refunding the remaining amount of $996.50, which is the balance after the chargeback. Additionally, we will arrange for the return of the product at no cost to the customer.

  
  We hope that the ******************** ***************** and our esteemed customers recognize our commitment to resolving this matter swiftly and fairly. Our primary goal is customer satisfaction, and we strive to address and rectify any issues promptly.

  
  Thank you for your understanding and continued trust in us.

  
  Best regards,
  The Sohnne Team

  Customer response

  07/29/2024

  
  Dear Better Business Bureau and Sohnne(Equinox),
  
  We have reviewed the response made by Sohnne in reference to our complaint ID ******** and find this resolution satisfactory to us; Return Pre-Paid by Sohnne and a Full Refund. Due to the request of our response no later than today, we have yet to receive an update from Sohnne and are still awaiting a pre-paid shipping label, instructions on who will be picking up the shipment, and a full refund. We are hopeful they will follow through.
  
  
  We do feel it important to mention, Sohnne's response has inaccuracies and that it took making this complaint with the BBB, as well as a review on another forum, for Sohnne to offer a resolution but has yet to complete their promises. We do feel that if Sohnne is genuinely wanting to improve their customer satisfaction, they should honor the Guarantee's and Return Policies they have listed throughout their website, as well as improve their communication. An email should not go unanswered for a month and maybe, having a true telephone number where a customer can actually reach someone is essential. I truly hope Sohnne will improve their commitment to resolving matters swiftly and fairly because this was an amazingly difficult situation to find ourselves in, with what should have been a typical and exciting new furniture purchase.
  
  Thank you Sohnne(Equinox) for finally acknowledging falling short with our purchase, we look forward to the resolution of this matter. 
  
  Sincerely,
  AR
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  AR

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased a replica ***** chair April 22. Asked for shipping status on May 2 and told delivery in 15 days. Received chair May 18 and found instructions didn't match received parts and notified Sohnne. While waiting I noticed the chair arrived with the backrest unassembled. The assembly instruction show backrest is preassembled and there's no instruction assembling the backrest nor which parts needed. At this point I'm questioning the integrity of the product. Emailed Sohnne on May20 my concern related to the backrest But only received a reply that parts would be shipped and nothing on the backrest assembly/parts instruction. I was asked to check if the missing parts were preassembled and replied May 21 that the parts were not already assembled and included detailed pictures as I had done with all previous emails. On May23 I sent an email asking for a return call as I was unable to get thru to anyone by calling their number ************. Received an email they are having trouble with their phones. After 10 days of having the chair parts scattered around our room I had enough and requested to return what I had on May 28. A reply on May 29 simply stated your parts are on the way while never acknowledging my return request and well as no direct reply to the backrest concern. On June 17 I received the parts but only received the same parts I initially received with an added hex wrench. No acknowledgement about the backrest not being preassembled or what parts would be used to assemble it. Again, I requested to return the chair. On June 19 I received an emailed asking that I check if I received the parts. I replied my email on June 17, two days earlier, notified them I did receive the parts and I still asked to return the chair to them. Remember the chair had been in pieces Since May 18. As of July 2 I have not received ay no return instructions. Attached find email chain between myself and Sohnne support. I would like a full refund including return shipping.

  

  Business response

  07/02/2024

  Dear Court S******* and BBB Resolution Center,
  
  Thank you for your review and report. We value our customers and want to clarify to the BBB that we carry out our services according to applicable regulations. We address customer needs based on their requests and service requirements.
  
  In this case, the customer complained about incomplete components upon arrival. We promptly sent the missing components, but we have not been informed whether the customer has received them. Our next step would be to offer free assembly services. It is important to note that customers must comply with the purchase requirements: if a product is received in an incomplete condition, we can return the product in full if there is a valid reason, and we follow the initial procedure of component replacement.
  
  We are open to discussing this matter further. We are even ready to offer $100 compensation and free assembly services. However, we need the customer's cooperation for this. The product was received with components missing during delivery, which is beyond our control, but we are committed to providing the necessary service to the customer. Submitting a full dispute is deemed unnecessary, as this issue can be resolved with our assembly service and confirmation that the replacement components have been received.
  
  We hope that the BBB and our valued customers see this as a resolvable issue based on the terms of purchase and cooperation for complete product repair.
  
  Best regards,
  Sohnne Team

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I notified Sohnne via email, on June 17 and June 20, that I receive the sent parts noting that still no "rubber" gaskets were received as noted in assembly instructions. Those two emails also included my 2nd and 3rd requests, 1st request May28 email, to return the chair which Sohnne never acknowledged. With the state the chair was received, parts missing, parts count discrepancies, backrest in pieces inconsistent with instructions, month of chair parts sitting in our room and Sohnne ignoring my return requests and saying I never acknowledged receiving the parts, check attached email chain, I would again request to return the chair.

  I expect a full refund including return shipping costs.
  
  Sincerely,
  
  Court S*******

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Apr 9 2024, I ordered the following product for $338 with a discount. The advertised price is $349.**************************************************************************** advertise the product as having the following details:Dimensions: 59 x 5.9 inch / 150 x 15 cm Content: 10 panels/carton Total Size: 10 panels = 2.25 sqm On Apr 24, I received a single 8 inch by 9 inch piece of material. I attached a photo of it and the box it came in with a tape measure to show the size. I did not receive 10 of anything or anything that would cover 2. 25 square meters of my wall. The same day, Apr 24, I sent the Company an email detailing this issue and gave them ample time to respond and explain the situation and correct it. They have not replied.This is a scam business.

  

  Business response

  05/03/2024

  Dear ***************************** and BBB Resolution Center,
  
  We at Sohnne are grateful for the opportunity to address the concerns raised by our customers. Such feedback is invaluable as it helps us enhance our service quality and customer satisfaction.
  
  Firstly, I wish to extend our sincerest apologies for the mistake in the delivery of the product. This error occurred due to an oversight by one of our third-party warehouse staff. We recognize the inconvenience this has caused and have taken steps to prevent such issues in the future.
  Secondly, we have processed a full refund for the customer today, and we have attached the proof of this transaction to this response as verification of our commitment to resolving the issue promptly.
  
  Furthermore, as a testament to our dedication to customer satisfaction, we are offering a $100 discount on all products available on our platform. This discount is available immediately and applies to all customers without any terms and conditions.
  We hope this gesture, along with our prompt refund, demonstrates our commitment to our customers and reassures the BBB of our efforts to amicably resolve this matter.
  
  Thank you for your attention and for allowing us the chance to clarify the steps we have taken. We look forward to continuing to serve our customers with high standards of service and responsiveness.
  
  Best regards,
  
  Sohnne Team

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 4, 2024, or thereabouts, I ordered and paid $751. advertised price for a Barcelona chair replica as illustrated in Sohnne email solicitation. That photo shows a one piece stainless steel X frame chair, as does every subsequent identical photo from Sohnne accompanying the following: acknowledgment of my payment, notice of shipment, and "congratulations" on receiving the chair.HOWEVER, what I received was NOT what was advertised in all the photos - it was not a one piece chair frame but a folding, bolted one, not acceptable to me and not what I paid for and expected. When I contacted Sohnne they offered to exchange the chair for an additional several hundreds of dollars more to upgrade to a "Premium" version - that is a case of "bait and switch" since I ordered in good faith what was proferred in all their illustrations. Many emails back and forth with Sohnne have failed to resolve the issue and, in fact, most of their emails seem to rote compositions created by computer. I have been completely unsuccessful to reach by phone anyone in charge to try to resolve this on a person to person basis. I do not want to keep what was sent (in fact, they don't even send instructions how to return) and really would like the exchange made so that I do receive what I paid for and have every right to believe is my due.Thank you for your help in this.

  

  Business response

  04/24/2024

  Dear *************************** and BBB Resolution Center,
  
  Thank you for bringing this matter to our attention. I am writing to address the complaint and outline the steps we have taken to resolve the issue as the Service Manager of Sohnne.
  
  Upon receiving the complaint, we ensured that detailed information about the differences in product materials and quality was communicated clearly through email and on our sales website. It is important to note that the distinction between our Regular and Premier products, including the specifics of the construction features like bolts on the stool, is well-documented and transparently priced to reflect the Regular version only.
  
  We initially offered a partial refund of $200 as a goodwill gesture, which unfortunately was not accepted. Given the constraints of production and shipping costs, replacing the stool would be financially unsustainable for us. Therefore, our final resolution was to issue a full refund, allowing the customer to retain the product at no cost. We hope this resolution demonstrates our commitment to customer satisfaction and fairness.
  
  We appreciate the opportunity to clarify this situation and remain open to further discussion to ensure a satisfactory outcome.
  
  Best regards,
  
  ******
  Service Manager, Sohnne Team

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order was place on www.Sohnne.com website on Feb. 27th for Swan Chair Replica Price = $1,697.00 + $100 Tax - $35 discount = $1,762.00 (amount charged to credit card - see in emails attached)Commitment from business was a 1:1 or AA+ replica but what was received was a cheap replica that looked nothing like the original or what was advertised on their website. It also has wear marks on it. The packaging was the worse I have ever seen. The chair was thrown in a box and shipped from ***** (not one of their warehouses as stated on their website - locations *************, ****** or ******). The chair had mouse dropping all over it and in the box. I immediately requested a refund as it is contaminated and the quality is atrocious. It's been 3.5 weeks and they are still trying to avoid sending me the return label. Then they stated that they were processing the refund immediately and I should see it in 2-3 business days. When I asked for an update, they then said they needed the chair returned but they have still not sent me a return label or instructions. This is still ongoing and not resolved.The customs document listed on the box showed the chair at $100 and they are charging $1697.00. I don't know if they are misleading the customs agency on their imported furniture or charging 1000%+ markups. Also, I noticed after I read the website on returns, they have even plagiarized Article's website. They have even forgotten to take "Article" out of the paragraph on saving boxes. This leads me to believe this company is a scam not a luxury furniture company. I'm still hoping to get this awful chair out of my house and a full refund. I would bring it to the dump if I could. No one wants to spend $1762.00 on a chair that shows signs of mice being all over it and maybe even inside the chair (there's an opening at the bottom of the chair that would make for a nice nest for any mouse). Disgusting. I've attached pictures of the chair, customs documents and emails.

  

  Business response

  04/16/2024

  Dear *****************************************,
  
  Thank you for your communication and for bringing your concerns to our attention through the Better Business Bureau (BBB). We take these matters very seriously and are committed to resolving any issues promptly and efficiently.
  
  Firstly, I would like to confirm that we have already processed a partial refund as an initial step towards rectifying the situation. We are also in the process of completing the full refund today. We understand the importance of trust and reliability, and we are dedicated to ensuring that all our customers receive service that meets their expectations and our high standards.
  
  Additionally, we have reviewed all communication related to your case to ensure that our customer service team provides accurate and helpful information at all times. We have taken steps to improve our service protocols to prevent similar issues in the future.
  
  We deeply regret any inconvenience this situation may have caused you. We value your feedback as it helps us to continually improve our services and customer experiences. We are hopeful that our swift response and the actions taken demonstrate our commitment to customer satisfaction and service excellence.
  
  We request that the BBB take note of the steps we have taken to resolve this matter swiftly and satisfactorily. We remain at your disposal for any further information or assistance you might need.
  
  Thank you once again for your understanding and patience. We are eager to restore your confidence in our services.
  
  Best regards,
  
  ******
  Customer Service Manager, **********************

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am still waiting to see the transaction show up on my credit card.  However, I'm required to make an update today.  I will follow up with business if there are any issues in payment processing.
  
  Sincerely,
  
  *************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩