Chris C.
Poor quality furniture and deceptive policies
I purchased an outdoor couch and chairs and the pillows were so thin it was unusable. They offer a 30 day return policy and when I submitted a return they told me I couldn’t return the furniture due to wear (I had the couch for less than a week) and stains (I submitted a video showing no stains). I then left an honest, negative review on their website which they have since deleted which is illegal and violates the CRFA and FTC rule on consumer reviews. UPDATE: The original negative review I left on the website was only published after I asked the customer service team to publish it. They default to removing bad reviews. I also sent the team a video of the items showing no stains. They also claim the couch was too “worn” for a return after less than a week of use. This speaks volumes to the quality of the furniture.
Response from Acanva HomeJun 3, 2025
Thank you for your feedback. We’d like to clarify that our 30-day free return policy, as stated clearly on our website, requires the product to be returned in unused, like-new condition, without stains, wear, or damage. The photos you submitted showed visible stains and clear signs of seat compression/use on the cushions, which unfortunately made the item ineligible for return under our policy. Despite this, we still offered a goodwill solution — either a set of upgraded cushions or a partial refund — both of which were declined. UPDATE: Regarding your concern about reviews, please note that your original feedback remains publicly visible across platforms. We are committed to transparency and value all customer input. We have never removed any of your reviews. The comment you mentioned has always been publicly visible on our platform. If we had any intention of hiding negative feedback, we could have removed your comments on social media as well — but we did not. We respect every customer’s opinion and continue to display both positive and negative reviews, as transparency and accountability are core to how we improve our services. Regarding the return, we reviewed the high-resolution photos you submitted, and each clearly shows visible stains and distinct seat impressions. These signs go beyond what would be considered “trial use” and instead indicate regular usage. It’s important to clarify that product quality concerns and evidence of use are two separate matters. Claiming dissatisfaction with quality cannot override the fact that the item no longer meets the “like-new condition” required for a valid return. Once a product shows visible signs of use, it can no longer be resold as new — this policy ensures fairness for all customers. Despite the return not meeting our guidelines, we still offered a goodwill resolution, including upgraded cushions or a partial refund. Unfortunately, these offers were declined. We remain committed to resolving matters in a fair and respectful manner, in accordance with our clearly stated policies.