Reviews

Review Details

• Review fromJordan B

  Date: 05/12/2026

  1 star
  I wanted to share my recent customer service experience with REMOVEDplaced an order and shortly after realized I had forgotten to apply a promotional discount code that was available at the time of purchase. I reached out to customer support right away to ask if the discount could be applied after the order was placed. I understand that systems can have limitations, but from a customer standpoint, I do not believe those limitations should automatically become the customers burden, especially when the request was made promptly and in good faith.Unfortunately, I was told that their system does not allow discount codes to be applied post-purchase. When I asked if I could return the item and repurchase it using the discount, I was then told the promotion had ended and there was no timeline for another one. At that point, the issue became less about the discount itself and more about the lack of flexibility and customer-first support.For a premium product, I expected a more thoughtful and solution-oriented response. A partial refund, store credit, or some type of goodwill adjustment would have gone a long way. Instead, the response felt rigid and focused more on what could not be done rather than trying to make the situation right.I ultimately requested to cancel my order because the experience made me question the level of support I could expect from the company going forward. To their credit, Somnee submitted the cancellation request and placed a return-to-sender request since the item had already shipped. However, the refund will only be processed once the item is returned to their warehouse.Overall, this was a frustrating experience. I was interested in the product and wanted to move forward, but the lack of flexibility and ownership left a negative impression. I hope Somnee uses feedback like this to improve its customer support process and empower its team to provide better solutions when customers bring reasonable concerns forward.