Thorvald & Design

Dear Eric, Thank you for taking the time to share your feedback. We are very sorry to hear that your chairs were not delivered and that your experience has left you feeling this way. This is certainly not the standard of service we aim to provide. We would very much like the opportunity to investigate what happened with your order and understand why it could not be fulfilled. 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 review your case thoroughly, explain what occurred, and work with you to find an appropriate resolution. We appreciate your feedback and hope to have the opportunity to assist you further.

Hello, Thank you for taking the time to share your feedback. We are very sorry to hear that the product did not meet your expectations and that you found the photos, description, materials, and color to be different from what you expected. Many of our foam furniture products are vacuum-packed for transportation and are designed to expand to their intended shape after unpacking. However, we understand that this does not address your concerns regarding the product’s appearance, materials, and color. We would very much like the opportunity to investigate your case and review the product you received against the listing on our website. 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 carefully review your concerns and work with you to find an appropriate resolution. We appreciate your feedback and hope to have the opportunity to assist you further.

Dear Donna, Thank you for taking the time to share your experience. We are sorry that the sofas did not meet your expectations when they arrived and that the vacuum-packed presentation and structure were not what you felt had been made clear from the product information online. We also understand that, after ordering on 25 June and receiving delivery on 30 June, the return process became more difficult than it should have been, particularly when you were waiting for clear return instructions and were unable to get through by phone. After you contacted us to say the items were not as described, our team initially offered a goodwill refund if you chose to keep the furniture, and this was later increased. You made clear that you wished to return the full order instead and formally exercised your cancellation rights. We apologise that our responses around the return process and costs did not resolve the matter for you at that point, and that the communication left you feeling you had to keep chasing. We can see that on 15 July a full refund was processed back to your original payment method, including the order value for the sofas, ottoman and warranty. We advised at the time that this may take 5 to 10 business days to appear depending on the payment provider. We are genuinely sorry this order did not work out as you had hoped, and we appreciate the opportunity to put the matter right with a full refund.

Dear Al, We are very sorry that your chair arrived dented and chipped, and that your emails and calls went unanswered. We understand how disappointing it was to receive a damaged item and then be unable to reach us for assistance. After you forwarded your original email and provided photographs of the damage, we reviewed the matter on 29 July and offered a 50% refund, which you kindly accepted. The refund was processed on 30 July, with an advised timeframe of five to seven business days for it to appear. Thank you for giving us the opportunity to resolve this and for confirming that you were satisfied with the outcome. We appreciate your patience and hope we may have the chance to restore your confidence in Thorvald Design.

Dear Hayley, Thank you for taking the time to leave your review. We are sorry that your Morgana sofa arrived in a way that made it appear the legs and assembly bolts were missing, especially after you had contacted us before delivery to check what assembly would be required. We also appreciate that the route to getting help was not as straightforward as it should have been. After your delivery on 29 June, you were asked to raise an Aftercare claim online, but the portal issues meant you had to keep coming back to Customer Service and then send the required photos and video by email instead. A claim was then created manually for you, and we understand how disappointing it was to wait several days without the clear update you needed. On 2 July, our Aftercare team asked you to check the zipped compartment underneath one of the sofa armrests, as the legs and fittings are normally stored there for transit. We were pleased to see that you confirmed the same day that all of the parts had been found there and that the issue was resolved. We are sorry for the delay and the difficulty you had getting to that point. Your experience should have been clearer and easier from the start, and we do understand why this affected your confidence in ordering from us again. Thank you for confirming the parts were located, and we hope you are now able to enjoy your new sofa.