Thorvald & Design Reviews 1,134

I decided to cancel my order after a couple of days after purchase. The company reached out and responded to my request in a timely manor. I was also followed up with a friendly e-mail the following day from Echo, confirming that a full refund was pending. Great customer service all around!

Clickbait advertising at low prices and then, post order, product mysteriously out of stock. And all communicated in a terrible AI driven script. I have been promised a refund.....

Alex was helpful, honest and went the extra mile to make sure I was ordering the right product for my needs, I was very impressed and deserves all 5 STARS

Great communication and constant attention

Amazing customer service! Every Representative was pleasant, responsive and accommodating. I truly cannot say enough for a wonderful experience. Thank you!!!

I purchased items 12 weeks ago and they are still telling me they are not in production yet after 4-6 weeks of delivery was estimated in my original order. Be careful of scam. The customer service is probably an ai chatbot, because every time they email they are asking to rate how they’ve done with a smiley face. No person who is not actually delivering and making good on an order would utter those words. Many of these reviews seem fake and are likely company generated.

Not great but communication was good, although I had to write to find out about delivery plans.
Disappointed that your return/refund policy was not clear and you did not do anything on your end to help with the return.

Rare experience of helpful phone rep who was creative in solving the problem

It said on the bottom of the email to review and I have been emailing Amelia, Alex and Noah. I purchased a sofa, went to verify my bank and the payment screen closed and it said ‘you need to pay’ but didn’t give me a link to pay. I had to cancel and purchase again. I then received an email saying I’ve not paid when I did. I’ve had to send 4 screenshot emails saying I’ve paid as they kept saying I haven’t paid. After they finally believed me and a mini heart attack later- they then told me to cancel the order as the sofa wasn’t in stock.

Summary of issue: Abysmal customer support. Horrific logistics and total lack of concern about customer's issues arising from total failure to perform delivery of product.
Detail of issue:Thank you for getting back to me regarding the status of my chair. I appreciate the level of detail provided (albeit quite late ! but better late than never).I accept your kind offer of a 10% refund to alleviate this extreme delay. Said refund to be credited to my credit card of record.However, I have an additional and important request.
I previously made travel arrangements away from my house for your estimated delivery period, obviously not expecting such a big delivery delay. Consequently a four to seven days additional delay for delivery from Port of Los Angeles to Las Vegas by FedEx would result in my package sitting unattended at my house for about seven days or more .This is certainly not what either of us wants.
I therefore ask you to arrange for expedited shipping, such as overnight, from LA to my Las Vegas residence, as soon as the chair clears customs .
Felix's answer: Regarding your request for expedited shipping, I completely understand your concern about the package being unattended. Unfortunately, we do not have an option for overnight shipping at this time. The fastest shipping service available once dispatched is typically up to 3-7 business days. OF COURSE THERE IS AN OPTION FOR OVERNIGHT SHIPPING. FELIX ELECTED TO IGNORE IT

Very informative and helpful , happy to help

I admire the designs and quality of Thorvald & Design furniture. I also appreciate the customer service. When I received my furniture order, it was attractive and well made but I realized right away it would not work for me in my house. I am very satisfied with how the return was handled. Thank you Thorvald & Design!

The customer service team here are first class. I had an issue with delivery which Joe sorted very quickly for me, and followed up brilliantly by Alex to ensure my replacement item was delivered and as I hoped. The support is spot on and the team are extremely warm and friendly

Felix was great! Good communication and quality service.

Sam, your representative, is making my experience very pleasant. For example, there are problems getting the fabric that I selected for my dining chairs. Sam is so helpful that I am sure I will get my chairs to complement the beautiful Florence sofa.
Thank you for fabulously well-designed furniture and for having people like Sam to help your customers.
Dr. Bosa Kosovic

I sent an email yesterday late in the afternoon. I was very impressed with how quickly Felix responded to my email. He was very informative and even mentioned that he would be able to send additional photos of the items I am interested in. I am looking forward to seeing those photos.