Thorvald & Design

Dear Jeanette, Thank you for your review. I am sorry that, although our replies to your queries were quick, the delivery and assembly experience was disappointing. I can see that on 20 July you contacted us to check whether the order would ship as planned, and we advised that it was queued to leave the warehouse with labels already printed. On 21 July, when you queried the multiple tracking details, we explained that the sofa had been shipped in separate cartons, with the seat sections, arm section and ottoman moving through different carriers. While multiple tracking numbers were expected for this shipment, I fully appreciate that receiving the parts at different times across the day made the delivery feel disjointed. I am also sorry to read that the parts were not numbered or lettered as the instructions suggested, and that this made the sofa take two days to construct. Your comments about the quality and the difference from the website photograph should be checked properly by our aftercare team, as those concerns go beyond the tracking issue already discussed. Please contact us with your order details and any photographs showing the assembly labelling issue and the quality concerns, so these can be reviewed and the appropriate next step confirmed.

Dear Matthew, Thank you for taking the time to leave your review. We are very sorry that your sofa order could not be fulfilled as expected, especially after you had placed the order and were then told on 21 July that the Terracotta Red version was no longer available for production within a reasonable timeframe. We appreciate why this was so disappointing, particularly when the website was still showing an estimated six-week lead time. In your case, the right corner module needed for the order had no confirmed production or restock date, while the other sections were available. Because that missing module was essential to complete the sofa, we were unable to give you a realistic delivery date or ship the order partially. Our team offered the available alternatives of switching to an in-stock color, choosing another product, or cancelling for a full refund. When you confirmed that you wished to cancel, the order was cancelled on 23 July. The refund was then submitted, and as advised, it can take 5 to 10 business days to appear depending on your bank’s processing times. We fully understand how let down you felt by the mismatch between the website estimate and the position with your specific order. This should have been clearer, and we are sorry for the inconvenience caused at a point when you were looking to furnish multiple properties.

Hello, Thank you for taking the time to share your feedback. We are very sorry to hear that you did not receive your sofa and that you were unable to get the assistance you needed despite making several attempts to contact us. We understand how concerning this experience must have been. We would very much like the opportunity to investigate what happened with your order and review why your communications were not responded to. However, as your review does not include any order details, we are unfortunately unable to locate your purchase. Please contact our customer service team with your order number and the email address used to place your order. Once we have those details, we will investigate your case thoroughly, provide you with a clear update, and work with you to find an appropriate resolution. We appreciate your feedback and hope to have the opportunity to restore your confidence in our service.

Dear Steve, We are very sorry that our communication left you feeling like an object rather than a valued customer. After you accepted our offer for a fourth barstool and paid the revised total of £206.50 on 10 July, you should not have needed to make repeated requests for updates or provide proof of a payment that had already generated an order confirmation. Although we confirmed receipt of your payment on 14 July and advised that your order was being prepared for shipment, the barstools remained in transit to our local warehouse and your order was still undispatched when you contacted us again on 27 and 28 July. We appreciate how disappointing this has been, particularly after the delays and additional effort required to obtain clear information. A 10% goodwill discount has been offered in recognition of your experience. Your order’s stock arrival and dispatch status should now be confirmed with you directly, together with how that discount will be applied. We sincerely apologize for the impersonal service and the lack of timely communication throughout your order.

Dear Ksenia, Thank you for sharing your experience. We are very sorry that your made-to-order Tufty Olive Gold Velvet sofa did not progress within the 6–8 week timeframe originally advised, especially when you had planned your new room around it and were working around important personal dates. From the case history, your order was placed on 16 June 2026, and our team confirmed the address correction and that White Glove delivery and installation would be included. When you later queried the changing tracking dates, we explained that one sofa module had completed production and was being held so both sections could be delivered together, while the second module was still in production. The further delay was due to a defect identified during quality control, which meant the item could not be released as planned. We appreciate that the 5% goodwill offer did not address what mattered most to you, which was receiving the sofa within the originally expected timeframe and having a firm delivery date. After reviewing the production status, our team concluded that we could not meet the timeframe you needed, and the order was cancelled with a full refund rather than allowing the delay to continue without a confirmed delivery date. We understand that the cancellation itself caused further disappointment, particularly given how much planning had already gone into your room. We are sorry for the impact this had on your plans. The refund documentation and ARN were provided so your bank could verify and track the payment, and we sincerely regret that we were unable to complete your order as expected.

Dear Gabrielle, We are very sorry for the length of time you had to wait for your table and for the repeated need to ask for updates after placing your order in March. You were first advised of a 6–8 week lead time, but the shipment moved beyond that, with further updates in April, June and July before the carrier confirmed delivery on 27 July. We understand that paying for an item and then waiting several months for it to arrive is not the experience you should have had. During the process, our team confirmed the white glass top, kept you updated as the table moved through final production and shipment, offered a full refund when the extended wait became clear, and arranged White Glove delivery once the item was dispatched. Now that the carrier has confirmed delivery, we would still like to make sure the delivery service, communication, and condition of the table were all satisfactory. Please reply to Lily’s follow-up so we can review anything that still needs attention and make sure this is properly closed for you.