Thorvald & Design

Hi Lisa, Thank you for taking the time to share your experience. We're very sorry to hear that the upholstery you received did not match your expectations. After reviewing your case, we investigated the issue with our AfterCare team. Once we received your photos, we worked with you to find a resolution, and we're glad we were able to reach an agreement that suited your preference. As confirmed, a 50% refund has been processed and should appear in your account within 5–10 business days. We sincerely apologize for the disappointment this caused and appreciate your patience while we worked through the matter. Your feedback is invaluable and helps us improve both our products and our quality control processes.

Dear Alexey, Thank you for your review. I am very sorry that your Silhouet armchair and ottoman order took so much longer than the 6 to 8 week lead time originally advised. Although I am glad our team remained responsive, I completely understand that regular communication does not make up for a delivery timeline that moved several times and left you waiting far longer than expected. From the case history, your order was first expected to ship in early April, then moved into May due to production delays. It was delayed again when inbound stock was found damaged during sea transit and rejected for quality reasons, meaning your order had to be reallocated to a new batch. The timeline then moved into June, with the armchair arriving first and the ottoman continuing separately. I also note there was confusion caused by a DrayEasy tracking description referring to a “sofa,” and that the refund on the ottoman was initially processed incorrectly before being corrected. We did issue a 10% refund after the first major delay, and a further 5% refund on the ottoman once the continued delay became clear. I am pleased that both the armchair and ottoman have now been delivered, but I fully appreciate that the overall wait was much longer than it should have been. Thank you for your patience throughout what became a far more drawn-out process than expected. We are sorry for the uncertainty this caused and appreciate you giving us the opportunity to complete your order.