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Soren's House Reviews

4.9 Rating 2,712 Reviews

97 %

of reviewers recommend Soren's House

Company Reviews

Product Reviews

4.9

Based on 2,712 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

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About Soren's House:

Modern design store for kids focusing on natural, organic and sustainable products

Visit Website

Phone:

0330 1336089

Email:

support@sorenshouse.co.uk

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Soren's House 5 star review on 3rd April 2023

Soren's House 5 star review on 6th February 2023

Soren's House 5 star review on 14th August 2022

Soren's House 5 star review on 7th June 2022

Soren's House 4 star review on 7th June 2022

Soren's House 5 star review on 28th February 2022

Soren's House 5 star review on 26th January 2022

67

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer Service was terrible, my delivery was late and still awaiting a response from my last email. In the end I went to a different company to help with my urgent request, who were fantastic and got my order out in 24hrs. I would not recommend using Sorens House and would advise sourcing products else where if you can.”

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Hi Melissa, The wallpaper is quoted clearly as 5-7 working days delivery on both the product page and at checkout, I can see this was delivered on the 7th working day. I can see that customer services responded to both of your emails within 24 hours and the wallpaper was delivered on the Wednesday before your decorators were booked for the following weekend? This was a positive exchange and we have no correspondence from you regarding any issues? Please can you email support@sorenshouse.co.uk if you need any further help. Best wishes, Soren’s House

“Very disappointed with this company and I will avoid ordering from them again! Not long after ordering I received an email to say the product I ordered was damaged and unfortunately the last one in stock. I was given the option of an alternative colour or full refund. I replied back via email and opted for the full refund. I have had no communication back and I am yet to receive the product or refund of £50. I have sent numerous emails and have left my details for a call back and still nothing! I hate leaving a bad review but unfortunately this was the last resort.”

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Hi Leigh, Huge apologies, we didn't receive a reply as they had gone into our spam folder. I am so sorry abou that! We will of course refund this in full for you now. Best wishes, Claire

“I have emailed three times now, regarding my Order #38986, I have received an email from Claire, saying my item was out of stock within an hour of my purchasing it. I replied back to say, thank you for letting me know, as my daughter only wants the pink bike, please can I get a full refund, as you no longer have the stock. I am yet to receive and update or my money back!! Please can someone contact me asap to let me know when I will receive my full refund. I am currently on maternity leave with a newborn baby and it’s Christmas, every penny counts to my little family. £134 is alot of money for me to lose.”

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Hi Chloe, Thank you for leaving us a review. As explained in our message on Friday your replies had filtered into spam. As soon as we received your voice message, this was resolved and refunded in full for you. Apologies again for any inconvenience caused. Best wishes, Soren's House

“Feeling very frustrated as I ordered a bookshelf, which was lovely but sadly didn't fit (order no #37826). I then returned the package via parcel force 1.9.23 (TWP9190681GB) and it was received by a D Jones on 5.9.23. I have called countless times, left voicemails, sent 2 emails, I've messaged on two different Instagram accounts and absolutely no one has got back to me and my order still hasn't been refunded and it's the 21.9.23. Very very dissapointed for the terrible lack of communication.”

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Hi Freya, Thank you for leaving us a review. I'm so sorry our Instagram isn't manned to receive messages and we don't have any voice messages from you. I can see that we have one email from you 3 days ago which customer services have replied to, it may have gone into spam? We ask for 14 days to process returns, this has been refunded in full for you today. Best wishes, Soren's House

“TLDR: Honestly don't know where they got these positive reviews from but I guess that's until you send things in for returns. Then they ghost you. Detailed bad experience: 2/10/2023 - We ordered a Liewood Kirk Wooden Hammer Toy - Blue Multi Mix ($67.40) from Soren's House. A few days later the product arrived but was defective. The toy was stuck from the inside. 3/13 - We sent the defective product back and asked for a refund. 3/17 - The defective item arrived at the vendor's address. 6/7 - First follow-up email with Soren's House was ignored. 6/17 - Second attempt at contacting them via their "contact us form" was ignored. 8/17 - Third attempt at contacting them via their "contact us form" was ignored. Conclusion: Maybe they will respond finally when I ask my credit card company to initiate a chargeback.”

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Hi TT, Thank you so much for leaving a review - I am so sorry to hear this. I can see that you ordered through our US Store. We use a 3rd party returns company in Florida as we are based in the UK, and unfortunately we have not been notified of any return from you. I can't find any emails on our system from you either, we will contact you directly to find out which email address that you have been using. Customer services will be in contact today to make this right for you, apologies again for this frustrating experience. Best wishes, Soren's House

“Really unhappy with the Elhee bottle- we have another one and its great but this one leaks everywhere and has a fast flow - baby has bad gas from it - not sure what wrong with this bottle!”

“We have not received our order still so cannot review the product”

“I placed an order on the 12th December. The item has not yet been dispatched. I have since emailed twice and left a message. No one has returned my emails or call. Where is my order?! If it hasn’t yet been dispatched, where is my refund? What a terrible service. Please answer me!! Order number #34073”

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Hi Rosie, As clearly stated on the product page the canopies are handmade to order and take 3 weeks to be delivered. I'm sorry customer services haven't been in touch yet, but we are a small family business and are do not work over the bank holidays, as our team are taking some much needed family time. We reopen tomorrow so someone will be in touch to help you with this, although this order is not delayed, it isn't due to be delivered yet. Best, Claire

“Wrong item sent, customer service is very slow. Asking me to send wrong item direct to brand and have not even offered”

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Hi Monica, I'm so sorry that you feel unhappy with the service. We have replied to your email from Saturday twice today (we are not open on weekends) - please understand that we are a very small family business, so we only have a very small team. Kabode have posted out your replacement item for delivery tomorrow which includes a free returns label to send back the incorrect item. Best wishes, Soren's House Team

“I didn’t receive my item yet, it is almost the month since I ordered and haven’t got yet… there is no any info about the delivery and there is no tracking number. I will not buy again anything from this website.”

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Hi Jurate, Your order was placed on September 1st. As stated on the product page these items are made to order and usually take 10-15 working days to arrive, there may also be further delays because of bank holidays and Royal Mail strikes. As explained in my email, we will get the tracking to you for this as soon as we can. Best wishes, Soren's House

“Still awaiting refund on my order that I returned. I have emailed several times with no response/bring ignored. I now have no choice but to open a case. Unprofessional service!”

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Hi Merna, I can see from the system that your email was from 2 days ago and we have replied twice since then, so I'm not sure if they may have gone into spam? As stated on the last email the return has gone to a different location on our business park, so we will get this rectified for you urgently. Best wishes, Soren's House

“Withholding goods/ money/ unresponsive in contacting me I originally had a missing item from an order placed early august, they sent this out but was faulty. Since I have chased to find out where my replacement order is and was advised 2 weeks ago they would chase this up for me. Have since tried contacting them 2 or 3 times to chase order, ask for a refund and heard nothing. So very disappointed with service and still await to hear from them to resolve mid September. Date of experience: 14 August 2022”

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Hi Ashley, Thanks for the review. As explained, the replacement item was being delivered directly from the manufacturer, I am so sorry that this still hasn't arrived. This item has been refunded for you, apologies again for any disappointment. Best wishes, Soren's House

“I am most upset as I brought a present for my friends daughter from your website . They received the present which had no message on I had to ask her if she received the present 🎁. She was so embarrassed to tell me , she didn’t know who the gift was from . I emailed your company and had no reply . Very unprofessional”

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Hi Sharon, Thank you for the review. This item is delivered directly from the manufacturer, but we are a little confused as I can see the gift message printed on the delivery note on our system. I will email a copy of this to you. Please accept our sincerest apologies if the recipient didn't see this. Best wishes, Soren's House

“One item missing and they ghost you like no other, no response eaither. Def open a case”

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Hi Chani, Thanks for the review. As discussed over email the beach ball was included in your order. We have asked you to confirm whether you noticed the package was damaged or tampered with before it arrived, because if it was we could claim for the missing item from our courier. We can resend or refund this item for you - please email support@sorenshouse.co.uk so that we can make this right for you. Best wishes, Soren's House

“I've spent hundreds here & the only time I have a query regarding a faulty item, I am waiting a month so far still to hear their update & I probed this follow- up, which has now gone unanswered so far for a whole working week. No automated email about timeframe difficulties etc, if that should be the case; it is unprofessional to not even have an auto- reply with such slow replies, and non- responses, taking into consideration the value of total orders being high, the customer service should mirror that value & my experience is not doing that at all. To note, the customer contact form states they hope to respond within 24 hours, so what makes an email any different.”

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Hi Lydia, Please accept our sincerest apologies that this was missed, the ticket was closed in error. I am following up with the manufacturer regarding the faulty item, but in the meantime the item will be refunded in full. Best wishes, Soren’s House

“Not good at all. Item was delivered to the wrong address and yet received the item or a refund!”

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Hi Daniella, Thanks for taking the time to leave a review. This parcel is shown as delivered and was photographed 7 days ago at the correct tracked address. We ask for a 14 day cooling off period for our couriers to investigate, please bear with us while we get more information. Best wishes, Soren’s House

“Had an issue with an item being faulty. Contacted the shop and they initially replied with an offer of a replacement, but as the item was for my sons birthday (which had already passed) I requested a refund. Numerous emails later and absolutely no reply whatsoever. Pretty shocking, really.”

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H Omar, Thanks for taking the time to leave us a review. We have still not received this return, please can you email support@sorenshouse.co.uk with tracking info? Best, Sally

“My order arrived in a paper bag and the box inside was completely smashed. I’ve been contacting the customer service both via email and on the website but they never get back to me. I also returned the item but no news and haven’t received my refund yet. Absolutely shocking customer service. Please avoid this shop at any cost.”

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Hi Megumi, Thanks for taking the time to leave us a review. Are you sure this review was for us? Our email correspondence shows that the sneakers were being returned, as they were too small (I can see an email response from us on the 20th April, which may have gone into spam?). The refund was processed through Klarna, please let me know if there are any further issues. Best, Sally

“Order no 28780: I am responding to your Comment on my recent review as you are not replying to my emails nor have you taken the opportunity to resolve my calling me And you do not provide any contact no-this appears to be the your only route of communication which is far from ideal I have never received my order, I do not live at or anywhere near a No 45 nor do I know anyone called Emma. Please could you contact directly to resolve this -if I was a potential Customer reading this scenario on your reviews I would be put off buying from you.”

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Hi Jane, I am not sure if you have received our previous email - the package is showing as delivered on the 24th of February and signed for by Emma (45 - could this be the house number?). Please email support@sorenshouse.co.uk if you need anymore help with this. Best wishes, Sally

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Hi Jane, I have emailed you twice regarding this issue - once on March 1st and once today, replying both times within hours of your contact - please can you check your spam folder? This delivery is showing as delivered by the courier on Feb 24th, we will get back to you urgently with its exact location. Best, Sally

“Got the bicycle for my little one . One tool was missing emailed for help no one so far helped me.”

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Soren's House is rated 4.9 based on 2,712 reviews