Acanva HomeReviews of acanva.com

Response from Acanva HomeFeb 24, 2026

Thank you very much for your feedback. Our team was away on a holiday break, and we are very sorry that we are only now getting the opportunity to clarify the misunderstandings surrounding this matter. Regarding the refund amount, we sincerely regret the initial confusion. Please know that the 10% mentioned earlier was a communication error and does not reflect our commitment to our customers. To ensure this is resolved fairly, we have been working with you to move forward with the solutions we previously discussed: 1. A 50% partial refund to keep the sofa. You may choose to use it as is, or even resell it locally to potentially recover more than the original cost. 2. A brand-new replacement sofa delivered to you at our own expense. We want to clarify that our specialized packaging boxes are custom-made for each model, which is why original boxes are typically needed for a safe return. While the delivery team disposed of the packaging upon arrival without our instruction, we never want a logistical mishap like this to be your burden. That is why we are standing by these options—even though they represent a significant loss for us, your satisfaction is what matters most. We have been looking forward to hearing back from you so we can finalize the best solution for your home. Update: We hear your frustration and truly want to clear up any misunderstandings. The $300 fee was for the White Glove service, which the carrier team fully completed by delivering and assembling the sofa. As stated in our official website policy, this fee for completed labor is non-refundable; we aim to be as open and clear as possible about these costs from the start. Regarding the return, we genuinely wish we could just send you a box—honestly, that would be much easier and far less of a financial loss for us than providing a brand-new $2,000 replacement and covering hundreds of dollars in additional shipping costs ourselves! However, because our custom packaging is made overseas and shipped only with each unit, we simply don't have spare boxes in our local warehouse. Since we cannot provide a box for a return and our policy does not allow for a full refund if the product is kept, we have been working hard to coordinate a fair partial refund compensation for you. Please know we aren't trying to withhold a solution; we are sincerely doing our best to minimize your loss and look forward to finalizing the refund option that works best for you.

Response from Acanva HomeJan 12, 2026

We sincerely apologize for the issues you’ve encountered and fully understand your frustration. This is not the experience we wish to provide, and we are dedicated to resolving it. It seems there may have been some misunderstanding. Due to the time difference and weekend holidays, we weren’t able to respond as quickly as we would have liked. We truly apologize for the delay. As soon as we saw your message, we immediately started working on resolving the issue. We understand how frustrating delays can be, and we're actively following up to get this sorted as quickly as possible. Given the nature of our products, we find that many issues are best handled through online chat or email, and we’re here to assist you every step of the way. At the moment, we’re waiting for the photos related to the issue you mentioned, so we can confirm the details and send the correct parts your way as soon as possible. We really appreciate your understanding and cooperation, and we’ll make sure to resolve this for you as quickly as we can. Your feedback is incredibly valuable to us. It helps us improve and ensure we provide the best service to all of our customers.

Response from Acanva HomeNov 18, 2025

We are truly sorry for the issues you've experienced. It seems that there may have been some miscommunication, and we sincerely apologize for any confusion this may have caused. Since receiving your feedback in June, we’ve been actively working to resolve the issue and assist you as best as we can. Unfortunately, we didn’t receive a response when we last followed up, which may have been due to our message being missed. We completely understand how this could lead to the impression that we weren’t addressing the issue, and we’re truly sorry for any distress this has caused. We’re here to help and would love to offer a more fitting solution. Regarding the scratches you mentioned, we understand that unexpected issues can sometimes arise during transportation. To support you, we’ve been providing guidance and offering an increased partial refund to help mitigate your loss. However, since we haven’t received your thoughts on this, we’ve been unable to move forward with the next steps. We genuinely hope to hear from you。 Your feedback is incredibly important to us, and we deeply value your trust. We will further improve our logistics processes to ensure every customer has the positive experience they deserve.

Response from Acanva HomeOct 18, 2025

We are truly sorry for the disappointing experience you had. Your sofa order included a total of eight cartons. After the shipment was dispatched, you contacted us to request a change of delivery address. Unfortunately, the partnered carrier made a mistake and only delivered one of the cartons. As soon as we learned about this issue, we immediately contacted the carrier. They confirmed that the remaining seven cartons would be delivered shortly. We promptly informed you of this and, as a gesture of goodwill, offered a discount for the inconvenience, which you kindly accepted. However, the carrier was slow in responding to emails afterward. We sent several follow-ups over a few days to get delivery updates but didn’t receive timely replies. We then sent a feedback email to the carrier, and later they reached out to you with a delivery appointment. However, they forgot to update your new address in their system and still used the old one for the remaining seven cartons, which led to further delays. We sincerely apologize for this situation. We take it very seriously and have already discussed it with the carrier. Both sides have reviewed the case and made improvements to prevent similar issues in the future. Throughout the process, we kept you updated and shared all relevant information as soon as we received it. Still, we completely understand that the delay affected your delivery experience and caused frustration. We would feel the same way if it happened to us. We sincerely apologize and will continue working to improve our service quality while ensuring our delivery partners do the same. Thank you for your understanding and attention.

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.