Complaints

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered and received our credenza in December of 2023. However, there is a defect in manufacturing such that we are unable to attach the handles/ locking mechanism to the cabinet doors using the screws provided. For the last several months, we have corresponded and sent photos via email in an effort to get the issue resolved. At one point, their customer service failed to respond to our inquiries for 3 weeks. Moreover, the company doesnt provide a contact phone number and is using AI in their correspondence; the messages are confusing and do not address our questions. Despite making assurances to rectify the problem, they have taken no meaningful action. Upon request, I have all relevant emails.

  

  Business response

  03/16/2024

  I wanted to reach out personally to address the concerns you've raised regarding your ****** credenza order. Please know that we take your experience and the issues you've encountered very seriously. Our goal is to ensure your complete satisfaction, and in light of this, we've taken several steps to rectify the situation.
  
  Firstly, we've dispatched the necessary replacement screws to address the initial problem. Understanding the importance of a comprehensive solution, we've also begun the process of crafting a replacement cabinet. This action is taken with the hope of fully resolving the issue at hand, ensuring that the finished product meets our high standards and your expectations.
  
  We're currently in the midst of creating this replacement cabinet, dedicating our efforts to ensure its quality and suitability for your needs. Concurrently, we've offered multiple resolutions to ensure that we're moving forward in a manner that aligns with your preferences. It was heartening to hear that the offer for a replacement cabinet was well-received, and upon your request, we are preparing to send our assembly team once again to ensure a seamless setup.
  
  At this point, our focus is on completing the replacement cabinet process as swiftly and efficiently as possible, as we've mutually agreed upon. Rest assured, we will expedite the shipping to minimize any further inconvenience.
  
  I want to express my sincere apologies for any frustration this situation has caused. Your patience and understanding as we work through this resolution mean a great deal to us. Our team is committed to ensuring that the final outcome is one that brings satisfaction and meets your needs.
  
  If you have any further questions, concerns, or additional feedback during this process, please do not hesitate to reach out. We're here to assist and ensure a smooth resolution to this matter.
  
  Thank you for your continued patience and understanding.
  
  Warmest regards,

  Customer response

  03/18/2024

   
  Complaint: 21440503
  
  I am rejecting this response because:

  Thank you for the response. I hesitate to close this complaint given the iterative and at times confusing communication from Sohnne. Your customer service representative told us it would take 1-2 days to manufacture a replacement credenza and that you would provide updates. It has now been two weeks. Upon inquiry, no information was given and it took several attempts to receive a response. Please let us know when we can expect both arrival and assembly of the item so we can plan accordingly.
  
  Sincerely,
  
  *******************************

  

  Business response

  03/20/2024

  Dear *******************************,
  
  We understand that sometimes there can be discrepancies in production estimates. Our priority is to closely align with your expectations and requirements. Please rest assured, we are fully committed to addressing any concerns you may have and implementing the necessary adjustments. Ensuring your satisfaction is our utmost goal, and we are here to support you at every step. We appreciate your understanding and look forward to resolving any issues to meet your needs.

  Customer response

  03/23/2024

   
  Complaint: 21440503
  
  I am rejecting this response because:

  You still have not provided an estimated date for delivery and assembly of the replacement credenza. Please do so.

  *******************************

  

  Business response

  04/02/2024

  Dear Valued Customer and ******************** Resolution Center,
  
  Thank you for your patience and understanding as we navigate through this process. We are committed to ensuring your satisfaction and would like to inform you that within the next four days, we will be providing you with a tracking number for your replacement product. This step is taken with the utmost seriousness to ensure transparency and reliability in our service.
  
  Should there be any delay in furnishing you with a guaranteed tracking number, we invite you to reach out to us upon receiving our follow-up email. Your comfort and satisfaction remain our top priorities, and we are dedicated to resolving this matter to your complete satisfaction.
  
  Please expect direct communication from us via email, as we aim to keep you informed and involved at every step of this resolution process.
  
  Sincerely,
  ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Manager

  Customer response

  04/03/2024

   
  Complaint: 21440503
  
  We have been trying in ******* to resolve this issue for over 3 months and we are no longer willing to communicate with your customer service team.  Not only have they been unresponsive and unhelpful, but the correspondence is seemingly computer generated. Please cancel the order.

  
  Regrets,
  
  *******************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/2/2023, I ordered a chair from Sohnne. The order number was #*******SHN, and the amount I paid was $781.84. Shortly after I placed the order, I received an HTML confirmation e-mail for my order informing me that the order was received and to allow up to 3 business days for processing.The next day, on 3/3/2023, I received an e-mail from a customer support representative named ******. She informed me that the chair in the color way I had ordered had an updated design from what was displayed on their website. She attached a video that showed the updated design. She also mentioned that if I preferred the original design, while not available in the white color, they did have it in pink.Neither option was suitable for me, so I replied to ****** requesting that my order be canceled. I sent this message on 3/5/2023.On that same date, ****** e-mailed me back stating that she would be canceling my order, but I should give 3-5 business days to see the refund reflected in my account. I also received two HTML e-mails from Sohnne, one stating the order had been canceled, the other stating that a refund had been issued. Thinking this matter was resolved, I went on with life. However, while preparing tax documents for 2023 and reviewing my financial transactions for the year, I discovered the refund was never issued or credited back to my American Express.I e-mailed ****** about this on 01/30/2024, but never received a reply. Subsequently, I tried calling their customer service line (listed on their website), but it either kept ringing or went to a voice message, and I never received a call back. I had some luck corresponding with reps on their online chat and through ******** Messenger, but once I provided information about the issue (my order number and that I did not receive the refund), all correspondence ceased.I am informing BBB in hopes that I can receive my refund, as well as to flag the company's dubious practices.

  

  Business response

  03/08/2024

  
  
  Upon reviewing our records, I would like to clarify and confirm the timeline of our interactions regarding this issue. You initially contacted us on January 30th, 2024, to express your concerns. Following this, our team carefully reviewed your case and reached out to you on February 26th, 2024, to address the issue directly.
  
  I can confirm that, after our communication on February 26th, we proceeded to process the refund for your order on the same day. This was done in an effort to resolve the matter quickly and ensure your satisfaction with our service, despite the circumstances.
  
  We understand how important it is for our customers to feel heard and supported, especially when things don't go as planned. We appreciate your patience and understanding as we worked to address your concerns.
  
  Should you need any further assistance, or if there are any additional details you require, please do not hesitate to contact me directly. Our team is here to help and ensure that your experience with us is as positive and straightforward as possible.
  
  Thank you for bringing this matter to our attention. We value your feedback and are committed to continuous improvement in our service.
  
  

  Customer response

  03/08/2024

  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

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/19/23 - I ordered the "Eames Lounge Chair and Ottoman Replica (Premier Tall Version)" 11/21 - I assembled the chair and noticed that one of the cushions was visibly damaged/crushed by the packaging process. I emailed Sohnne support with photos of the damage and requested guidance.11/21 - I received a prompt response requesting I "pat the deformed position with your hands" to help the cushion rebound.11/22 - I received a second email to acknowledge the issue and promise to "get back to you as soon as we have more information 11/22 - I replied that I tried the recommended solution but it was not successful and suggested repair or replacement.11/22 - I received another prompt response requesting "two days to thoroughly evaluate the situation and determine the most appropriate course of action, be it a replacement or compensation."11/30 - I followed up, noting the cushion was still deformed and requesting next steps.12/4 - I followed up again.12/14 - I followed up again.12/18 - I received a response noting that cushions "typically takes up to 1 month to settle" but offering $100 for the issue or "if you prefer a product replacement, please be aware that the waiting time is currently 7-10 working days"12/20 - I replied, requesting a replacement cushion.1/5/24 - I followed up, noting the cushion had not sprung back.1/5 - A prompt response offering $200 back or "open to other preferences or suggestions."1/9 - I replied requesting a fix to the damaged cushion.1/26 - I followed up.2/2 - I followed up again, noting that I was considering filing this complaint.I don't need a full refund, I just want to fix this cushion that arrived damaged, but my next step is to work with my credit card to obtain a full refund.

  

  Business response

  02/06/2024

  On 22 Nov, Customer complain because the chair have cushion deformed at front.
  
  After we receive the complain we immediately investigate the problem. Every deformation need to be wait for 1-4weeks to be back normally. 
  We cannot just replace the seat only because it means we need to replace the whole chair for free. We will lose a lot of profit if we accept the replacement since the chair doesnt have any functional problem.
  Because of that we trying our best to satisfied our customer by offering partial refund
  
  For your information, deformation on the seat is common. And we offer partial refund for $200 just to keep the chair that doesnt have any functional problem to make our customer satisfied.
  But still the customer want to replace the cushion and we cant afford that because it take a whole chair to be replaced

  Customer response

  02/07/2024

   
  Complaint: 21250482
  
  I am rejecting this response because:
  

  Not once was I informed that a repair or replacement was not an option -- in fact I was told explicitly that it was. I understand that Sohnne will lose money to resolve this issue but the product I ordered arrived damaged because of the way it was packed and, especially if they know that damage is "common," that is not my problem to solve as a customer.

  If ********************** is knowingly selling damaged products as new, that sounds like an issue they should lose money over if not have legal action taken against them.

  *************************

  

  Business response

  02/08/2024

  I hope this message finds you well. I am writing to address the concerns you've raised regarding the chair you received from us.
  
  At Sohnne, we are committed to providing solutions that are beneficial for both our customers and our company. In light of this commitment, I want to assure you that we take your feedback seriously and have considered your situation with great care.
  
  I understand your concern about the chair having deformation. However, it's important to note that, based on our assessment, the chair does not exhibit any functional malfunctions. You've mentioned being able to sit and use the chair without any operational issues, which indicates that the chair is still functional.
  
  Our policy on replacements and refunds considers the functional status of our products. In cases where there is no functional damage, replacing the product often results in a loss for us, as the returned product cannot be resold. Additionally, the process of disposing of such products, like having to incinerate them, incurs further losses and environmental concerns.
  
  In an effort to address your dissatisfaction while also considering our companys policies, we propose a partial refund as a fair resolution. Understanding the inconvenience this situation may have caused, we are prepared to offer a refund of $250. This amount is higher than we provide earlier also this partial refund is a gesture of our commitment to your satisfaction and trust in our products.
  
  Please let us know if this solution is acceptable to you.
  
  Thank you for your understanding and for bringing this matter to our attention. We look forward to resolving this issue to your satisfaction.

  Customer response

  02/10/2024

   
  Complaint: 21250482
  
  I am rejecting this response because:
  The chair represented on your marketing, website, and sales order does not include damage of any kind, functional or cosmetic. The product I received has a prominent defect. Whether you can still sit in the chair is irrelevant.

  As you are unwilling to provide the product I paid for, I have raised this as a dispute with the credit card used for the purchase.
  

  Sincerely,
  
  *************************

  

  Business response

  02/13/2024

  We understand your disappointment and the inconvenience this situation may have caused you.
  
  After reviewing your case and the images you provided of the chair, The damage you show does not affect the function of the chair. While our policy does indeed state that replacements are considered primarily for defects rendering the product unusable, we deeply regret any dissatisfaction you've experienced with your purchase. We recognize the importance of your satisfaction as a customer.
  
  In light of the circumstances and with our commitment to customer satisfaction in mind, we would like to offer you a partial refund of $300. This amount has been carefully calculated to compensate for the inconvenience and the defect noted, considering that the chair's functionality remains intact. We believe this deformation, as mentioned, will correct itself over time and not detract from the chair's use or aesthetic appeal in the long term.
  
  Please let us know if you accept this offer, and we will process the refund to the original payment method used for your purchase. Additionally, we want to assure you that we are taking steps internally to prevent such issues from occurring in the future. We appreciate the opportunity to make this right.

  Customer response

  02/17/2024

   
  Complaint: 21250482
  
  I am rejecting this response because:
  

  I purchased a product that was sold to me as undamaged. I would not have purchased this chair if I had known it was permanently damaged at any price, so a <30% refund does not resolve the complaint. I just wanted the product I paid for, but the company is unwilling to do so.

  At this time I have opened a dispute with the credit card used to make this purchase.

  Sincerely,
  
  *************************

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased online (order SHN785200) on 10/16/23 an "Egg Chair" for $1700 along with $300 in "white glove delivery service" designed to place the chair in my home, assemble it and remove the waste. Chair appears to have been made and shipped from ***** with delivery occurring on 12/14/23. However, ******* simply dropped a crate containing the chair on the sidewalk outside my home and had no record of "white glove service" so that didn't occur. I regrettably had to unpack and carry the chair up flights of stairs to assemble. Once assembled, it became very clear that the chair delivered was not what was expected - a completely different color (almost red) rather than the tan expected. This was not acceptable so we contacted the company by phone on 12/15 regarding return of chair and refund of purchase price and delivery service that didn't occur. Were advised to write these concerns in an email to customer service which we did that same day. We received a return email 3 days later indicating we would be refunded the delivery service charge and offered us $125 refund for the inconvenience of the incorrect chair. We called again that day indicating this was not near sufficient and reinforced our expectation that Sohnne would arrange for return of the chair and fully refund us. No feedback for days despite requests; we finally received a response on 12/23 in email after I posted several reviews of my negative experience including one submitted to BBB. I was offered $300 in refund with no mention of the delivery service refund which hasn't yet happened. They claim policy says we'd be responsible for return shipping costs which would of course be prohibitive - no real mention of this during the ordering process. It's simple - we don't want the incorrect chair and would like it removed and our money returned like any accountable business would do. Interaction with company both by phone and email seems suspicious, like AI generated.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an Eames replica chair from Sohnne after chatting online with representative about the quality of their products. I had researched for a month on other options and at this point felt this representative was helpful. I placed the order online on their website on November 12, 2023.The chair came delivered as expected in two separate boxes and needed to be assembled. It was not very clear directions in the packaging so found a video on ******* to follow. All went well until I came to the padded arm rests. They were impossible to get attached as the holes in the arm rest did not match up to the holes in the metal arm attachment. I contacted their customer service online through email as I wasn't able to find a phone number.Since then I have sent 15 emails to either get help or to return the chair. They have offered me a discount, but as the chair is useless without arms, I said no. They have offered me a discount with a furniture assembler to come to my house. I said yes, but nothing was done to schedule it. They then offered to take the chair back if I box it up in the same boxes (which I have) and send them a picture of the *** on the boxes. They would then get me information to ship it back. I have done that and no response since.I have spoken to ***, *******, *****, ******, ******, etc. in emails. The name never is the same.

  Customer response

  01/17/2024

  The problem has been resolved. Sohnne finally agreed to let me return the chair although they didnt refund the whole price. PayPal was the company that I paid for it through and they have agreed to take the loss. Thank you for following up. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 4, I ordered a ********* Premium Chair and Stool at a cost of $1412, order #SHN757463. The package was supposed to have been shipped from *****. The **** tracking #CY017328912CN. The tracking shows it has been in processed through NY ISC on 9/9/2023. It has been 26 business days since it was shipped. Sohnne's webiste shows it should take 15 to 20 business days to receive the order. I have contacted Sohnne and the **** who have not been able to help track it. I have repeatedly asked Sohnne for a refund for this order since I believe it has been lost or stolen. I have researched and found that if the package went to BPC they would have sent the **** or me a notice that it is being held by them. No such notice was ever issued. In the interim I have ordered a replacement Chair and stool in hopes that I can finally receive it. I have asked Sohnne repeatedly to refund me for the lost/stolen chair and stool. All they send me are letters of apology. They have not issued a refund which they should do at this point.

  

  Business response

  10/19/2023

  Hi  Teresa,

  I'm Gaby from Sohnne! I've checked our email correspondence regarding your order, and it appears that we haven't received any further communication from you. To provide a comprehensive summary of your interactions with our customer service representatives, Alicia and Matthew, let's go over the timeline:
  
  August 19th, you inquired about the shipping status.
  August 19th, we issued a partial refund of $200 due to a longer-than-expected wait time.
  August 29th, we provided you with an update on the tracking number.
  September 10th, you expressed concern that your product might have been stolen since the shipment status remained unchanged.
  September 11th, you placed a second order.
  September 21st, we informed you that your first order was scheduled to arrive on September 26th.
  September 21st, you requested a full refund as you had placed a new order.
  September 23rd, we notified you that your packages were already in transit and could not be canceled. You agreed to this.
  September 30th, you received the first package and were awaiting the second one.
  October 1st, we provided you with the tracking number for the second package.
  October 19th, we confirmed that the second package is officially lost and that we are prepared to issue a full refund. However, we have not received any response from you since then.
  
  With this detailed explanation, I genuinely hope for your understanding and cooperation in removing the review you posted. We're ready to give a full resposibility which is a full refund as the package is lost. Your trust means a ton to us, and I really want to sort out anything that's left unresolved. I've dropped you a few emails, so whenever you're ready, let's chat!
  
  Catch you soon,
  Gabriella A,
  General Manager at Sohnne!

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20628264, and find that this resolution is satisfactory to me.  I received all the chairs and stools.  I previously wrote to BBB letting them know to close the case because it had been resolved.  In the end, Sohnne, helped me with everything I asked about, were professional and courteous.  I would do business with them again with the understanding that some products take longer than usual to receive.  However, their product is exceptional and worth the wait.  I hope this resolves the issue.  
  
  Sincerely,
  
  Teresa Grant

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 17, 2022, I placed an order for Derby Chair and ottoman for about $1700. In the original receipt and agreement, the product should be sent via ***** Premium Air Shipping (**** Business Days). Instead, they shipped it via ********** and per tracker, it didnt moved for days. On Jan 4, I contacted Sohnne and got a response from ****** S that the product should be arrived within 20 business days from now! The shipment are 2 different boxes. 1 box (the ottoman) was delivered by **** on January 20 after released by custom on January 18. The other box (the chair) was not arrived. **** refused to deliver due to its size (the box is bigger than regular **** mail car). **** told us to pick it up from their office but theres no way it will fit in my ***** 3 hatchback (last day of pick up is Feb 20). I told Sohnne to re-send the package via ***** and let the one stuck in USPC to bounce back to *****! They refused. After many back and forth emails with **************, I gave up. I filed a chargeback via **** (the credit card used) for undelivered item. Also, during the email back and forth, ****** offered me $50 store gift credit which I found very insulting, and ******* (another customer service even way more aggressive to offer me $100 partial refund and had the nerve to tell me to get a hitched UHaul which he said only cost $29.95). On Feb 23, the chair suddenly appeared on the porch but upon inspection, the $1700 was defective see picture attached. I asked for refund but they refused to do so. I contacted the credit card company to change the chargeback reason from undelivered item to defective item. During the charge back process, I asked Sohnne to refund me and simply move on. Again, they refused! However, they asked us to remove the credit card charge back. its almost like they are begging us to remove the charge back! My experience was almost similar with ******** and ********** (reviewers in BBB). Please help me in getting my refund.

  

  Business response

  10/19/2023

  Good Day Albert!

  It's Gaby from Sohnne! Firstly, I want to express my sincere apologies for the challenges we've encountered in communication and the delay in delivering your product. This delay was caused by issues with our logistics partner. To ensure clarity regarding your interactions with Alicia, our customer service representative, let's review the timeline:

  
  Jan 4 : You ask for update about your package and we give you the tracking number
  Jan 17 : We offer you a $50 gift card as there was delay with the shipping time

  Jan 19 : You refused our offer and said that the tracking number didn't match with your address which our logistics company had written the wrong address.

  Jan 25 : We informed you that the product will be delivered by Friday. But turns out, the logistics company cannot send the products since it has large size. So we arrange another option of logistics company, Fedex.

  Jan 31 : Fedex informed that they also cannot to pickup and deliver the goods because of the size
  Jan 31 : You complaint and initiate gave us a bad review. Then, you ask a full refund from us
  Feb 1 : We say sorry and offer you a $100 gift card + $50 partial refund
  Feb 2 : You refused our offer and ask for a full refund. We process the refund but you had already chargeback the order. So we ask you to cancel the chargeback to get you a full refund
  Feb 26 : You ask about the refund
  Feb 27 : We informed you that you need to cancel the chargeback and give options to keep the chair with partial refund or you cancel the chargeback
  Feb 28 : You rejected all the options we gave
  Mar 2 : We informed you that you need to cancel the chargeback in order to get you a full refund. But you still rejected
  Mar 3 : We informed you that we already conceded the chargeback and you should already received the money

  With this detailed explanation, I genuinely hope for your understanding and cooperation in removing the review you posted. We have already provided you with a full refund, as per your request. Your trust is highly valuable to us, and we are committed to resolving any remaining issues. I have reached out to you through several emails, so whenever you are ready, let's have a chat!

  Warm regards,

  Gaby

  General Manager Sohnne

   

  Customer response

  10/19/2023

  Better Business Bureau:
  
  Through my credit card, I was able to get the refund of the product. However, I'd like you as Bureau to flag the business since there have been a lot issues posted regarding this business.  
  
  Sincerely,
  
  Albert Dharsono

  Customer response

  10/19/2023

  Better Business Bureau:
  
  Through my credit card, I was able to get the refund of the product. However, I'd like you as Bureau to flag the business since there have been a lot issues posted regarding this business.  
  
  Sincerely,
  
  Albert Dharsono

*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. ↩