IF
Incanda Furniture
Verified Business
IF
AI Review Summary
Based on recent customer reviews, Incanda Furniture receives praise for its quality products, with satisfied customers highlighting beautiful leather couches, natural wood pieces, and prompt delivery when things go right. However, a significant portion of feedback highlights recurring issues including delayed deliveries, damaged items on arrival, misleading website stock information, and poor after-sales communication. Customers frequently report broken promises regarding timelines, difficulty reaching senior management, and inconsistent pricing. Loyal customers express frustration that the brand's premium positioning does not align with their service experience.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
17h 40mReply Time
33 NPSLikely
Replied to 92% of negative reviews
Reply time on negative reviews: 22 hours 39 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
17h 40m
NPS Score
33
Recommended: Likely
Replied to 92% of negative reviews
Reply time on negative reviews: 22 hours 39 min
Review Distribution
2.5|21 Reviews
Jun '25 - May '26
5(41.2%)
4(0%)
3(0%)
2(0%)
1(58.8%)
5(41.2%)
4(0%)
3(0%)
2(0%)
1(58.8%)
Frequently Asked Questions About Incanda Furniture
Based on recent customer reviews, Incanda Furniture receives praise for its quality products, with satisfied customers highlighting beautiful leather couches, natural wood pieces, and prompt delivery when things go right. However, a significant portion of feedback highlights recurring issues including delayed deliveries, damaged items on arrival, misleading website stock information, and poor after-sales communication. Customers frequently report broken promises regarding timelines, difficulty reaching senior management, and inconsistent pricing. Loyal customers express frustration that the brand's premium positioning does not align with their service experience.
Incanda Furniture has a TrustIndex of 0 out of 10 on Hellopeter, based on 21 reviews in the last 12 months. They reply to 92% of negative reviews, typically within 22 hours 39 min. Hellopeter has tracked Incanda Furniture across 40 total reviews. How is the TrustIndex calculated? →
Recent reviews (21)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJB
Jeanne-Mari Barnard
1 reviews | Active since Jan 2020
17 Mar 2026, 08:25
Misleading Stock Availability & Delayed Delivery
I am extremely disappointed with my recent online purchase from Incanda Furniture. At the time of placing my order, the item was clearly marked as in stock on the website. Based on this, I expected a reasonable delivery timeframe. However, after completing payment, I was informed that the item is still “in transit” to their distribution centre, with further delays expected before dispatch. This is misleading and unacceptable. Customers rely on accurate stock information when making purchasing decisions. Had I known the item was not readily available, I would have reconsidered or purchased elsewhere. What is most frustrating is that there has been no proactive communication or effort to resolve the situation quickly. I am now left waiting far longer than anticipated, with no clear commitment on when I will actually receive my order. I am not looking to cancel — I simply want what I paid for, within a reasonable and honest timeframe. Incanda Furniture needs to: Ensure accurate stock availability is reflected online Improve transparency with customers Provide realistic delivery timelines upfront I hope this matter is addressed urgently and that my order is fulfilled without further delay.
Helpful (0)
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Jeanne-Mari Barnard
1 reviews | Active since Jan 2020
17 Mar 2026, 08:25
Misleading Stock Availability & Delayed Delivery
I am extremely disappointed with my recent online purchase from Incanda Furniture. At the time of placing my order, the item was clearly marked as in stock on the website. Based on this, I expected a reasonable delivery timeframe. However, after completing payment, I was informed that the item is still “in transit” to their distribution centre, with further delays expected before dispatch. This is misleading and unacceptable. Customers rely on accurate stock information when making purchasing decisions. Had I known the item was not readily available, I would have reconsidered or purchased elsewhere. What is most frustrating is that there has been no proactive communication or effort to resolve the situation quickly. I am now left waiting far longer than anticipated, with no clear commitment on when I will actually receive my order. I am not looking to cancel — I simply want what I paid for, within a reasonable and honest timeframe. Incanda Furniture needs to: Ensure accurate stock availability is reflected online Improve transparency with customers Provide realistic delivery timelines upfront I hope this matter is addressed urgently and that my order is fulfilled without further delay.
0
Replies (0)cS
cara S
1 reviews | Active since Jan 2020
12 Dec 2025, 14:52
I am writing to formally raise a complaint regarding the extremely disappointing service I have received with my recent online purchase of two occasional chairs
I am writing to formally raise a complaint regarding the extremely disappointing service I have received with my recent online purchase of two occasional chairs. Firstly, your website clearly stated that the chairs would be available mid-December. Based on this information, I placed the order and paid in full. However, when I followed up on the order, I was informed that there was no stock available. This is completely unacceptable and misleading, as the website information was incorrect. Secondly, on 12 December, the courier company delivered my order — only for me to discover that the delivery was completely wrong. Instead of the two chairs, I received a message bed under my order number, and one of the boxes was damaged. I honestly do not understand how such a serious error could occur. Incanda portrays itself as a premium brand, yet this experience has been one of the worst I have had with any furniture company. It is embarrassing and extremely frustrating.
Helpful (0)
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cara S
1 reviews | Active since Jan 2020
12 Dec 2025, 14:52
I am writing to formally raise a complaint regarding the extremely disappointing service I have received with my recent online purchase of two occasional chairs
I am writing to formally raise a complaint regarding the extremely disappointing service I have received with my recent online purchase of two occasional chairs. Firstly, your website clearly stated that the chairs would be available mid-December. Based on this information, I placed the order and paid in full. However, when I followed up on the order, I was informed that there was no stock available. This is completely unacceptable and misleading, as the website information was incorrect. Secondly, on 12 December, the courier company delivered my order — only for me to discover that the delivery was completely wrong. Instead of the two chairs, I received a message bed under my order number, and one of the boxes was damaged. I honestly do not understand how such a serious error could occur. Incanda portrays itself as a premium brand, yet this experience has been one of the worst I have had with any furniture company. It is embarrassing and extremely frustrating.
0
Replies (0)N
Nolu
1 reviews | Active since Jan 2020
26 Nov 2025, 07:41
MASTERS OF FALSE ADVERTISING
Ordered and paid for a Dravenso Leather Arm Chair. As per their advert, the product is available Mid December 2025. Immediately after securing the order, I get an email from Shirene van Huizen(Online sales Administrator) that the product will only arrive late December and delivery will be mid to end January 2026. I ask them if there are options to collect the item if their delivery can take a whole month, they are not coming forth. Very likely they will not have the product by Mid December but sales target must be reached at the expense of the client... I ask Shirene about cancelling the order, she does not even hesitate to engage me and offer an apology. She was glad to cancel it in that moment and informed me that I will likely get my money in 21 days. Mind you I was hoping to secure another deal else where, as I need the chair when hosting a function on 31 December, if they cannot deliver as promised. I sent them another email yesterday morning and I was ignored. They are just in the business of securing sales so they can meet their targets for December bonuses. They have no regard for their client and the inconvenience they cause. They have employed the most arrogant staff members to deal with clients and the arrogancy is 10/10 but customer care 0/10. BE CAREFUL WHEN DEALING WITH THEM. You will hear about changes to your order and the delivery that can take a WHOLE MONTH once you have made the payment AND NOT IN THE ADVERT. BIG ****** AND MASTERS OF FALSE ADVERTISING!!!!!!!!!!
Helpful (0)
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Nolu
1 reviews | Active since Jan 2020
26 Nov 2025, 07:41
MASTERS OF FALSE ADVERTISING
Ordered and paid for a Dravenso Leather Arm Chair. As per their advert, the product is available Mid December 2025. Immediately after securing the order, I get an email from Shirene van Huizen(Online sales Administrator) that the product will only arrive late December and delivery will be mid to end January 2026. I ask them if there are options to collect the item if their delivery can take a whole month, they are not coming forth. Very likely they will not have the product by Mid December but sales target must be reached at the expense of the client... I ask Shirene about cancelling the order, she does not even hesitate to engage me and offer an apology. She was glad to cancel it in that moment and informed me that I will likely get my money in 21 days. Mind you I was hoping to secure another deal else where, as I need the chair when hosting a function on 31 December, if they cannot deliver as promised. I sent them another email yesterday morning and I was ignored. They are just in the business of securing sales so they can meet their targets for December bonuses. They have no regard for their client and the inconvenience they cause. They have employed the most arrogant staff members to deal with clients and the arrogancy is 10/10 but customer care 0/10. BE CAREFUL WHEN DEALING WITH THEM. You will hear about changes to your order and the delivery that can take a WHOLE MONTH once you have made the payment AND NOT IN THE ADVERT. BIG ****** AND MASTERS OF FALSE ADVERTISING!!!!!!!!!!
0
Replies (0)AS
Aidan S
1 reviews | Active since Jan 2020
22 Nov 2025, 22:11
Feedback on Recent Purchase Experience
I have purchased many items from incanda before and will most likely do so again, as I truly appreciate the brand and the excellent quality of their furniture. However, I was disappointed with the customer service this time. I in the process of purchasing one of the coffee tables and side tables listed in the Black Friday sale, but the only delivery option available was at an approximate cost of R800. This is quite discouraging, as it brings the item close to its original price. While I am still saving, driving to the closest branch or even the warehouse to collect it would cost me less than R200. I reached out to your team to arrange collection, something I have successfully done before to save on delivery charges, but unfortunately, my request was declined. That said, I still value your brand and the quality you deliver, which is why I hope this feedback helps improve the experience for loyal customers like myself. I look forward to continuing to shop with you in the future.
Helpful (0)
|Replies (0)AS
Aidan S
1 reviews | Active since Jan 2020
22 Nov 2025, 22:11
Feedback on Recent Purchase Experience
I have purchased many items from incanda before and will most likely do so again, as I truly appreciate the brand and the excellent quality of their furniture. However, I was disappointed with the customer service this time. I in the process of purchasing one of the coffee tables and side tables listed in the Black Friday sale, but the only delivery option available was at an approximate cost of R800. This is quite discouraging, as it brings the item close to its original price. While I am still saving, driving to the closest branch or even the warehouse to collect it would cost me less than R200. I reached out to your team to arrange collection, something I have successfully done before to save on delivery charges, but unfortunately, my request was declined. That said, I still value your brand and the quality you deliver, which is why I hope this feedback helps improve the experience for loyal customers like myself. I look forward to continuing to shop with you in the future.
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
25 Oct 2025, 08:08
Very poor service for Incanda
Very poor service from Incanda. I have asked Dayyanah and Yonela 4 times by email that the couriers should NOT phone me, because I am not in SA. Additionally, I have shared the person they should contact multiple times. They don't communicate and never do what they say.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
25 Oct 2025, 08:08
Very poor service for Incanda
Very poor service from Incanda. I have asked Dayyanah and Yonela 4 times by email that the couriers should NOT phone me, because I am not in SA. Additionally, I have shared the person they should contact multiple times. They don't communicate and never do what they say.
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Oct 2025, 15:53
Terrible service from Incanda
I am writing this email to formally express my extreme dissatisfaction with the service I have received from Incanda. The entire experience has been unacceptable, filled with delays, broken promises, and poor communication. 29 July – I reported a problem with my Tankwa Plasma 3 Drawer. 11 August – It was finally collected, almost two weeks later. 4 September – Ivaan confirmed the order would still be ready by the estimated completion date of 18 September. 18 September – Ivaan said delivery would be arranged. I provided him with my mom’s availability for the following week, and on 19 September, he confirmed that he would update me accordingly. After 11 days of no response, I only then received an email stating that completion would now be pushed to mid-October, with a “small voucher” as an apology. On top of this, I requested a better deal on 4 leather chairs, and he initially only offered 5%. Later, I discovered that the chairs were listed online at less than half of what you quoted me — a very disappointing and misleading experience. When I tried to secure the chairs through Yonela when it was still in stock online, I asked for an invoice immediately. Unfortunately, by the time she responded, two chairs were indeed gone, leaving me to pay more. I then spoke to Dayyanah, explained the entire situation, and she confirmed I could get the 4 chairs for R5,200 (after applying my R1,000 voucher) with free delivery included alongside my drawer. However, when the invoice arrived just 20 minutes later, the price was suddenly R1,800 more than what was agreed upon. As a loyal customer, I feel completely let down by the repeated delays, miscommunication, lack of accountability, and misleading pricing. This is not the level of service one expects from a brand like Incanda. Unless this matter is resolved swiftly and satisfactorily, I will be forced to reconsider my support of Incanda and take the necessary steps to escalate the issue further.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
2 Oct 2025, 15:53
Terrible service from Incanda
I am writing this email to formally express my extreme dissatisfaction with the service I have received from Incanda. The entire experience has been unacceptable, filled with delays, broken promises, and poor communication. 29 July – I reported a problem with my Tankwa Plasma 3 Drawer. 11 August – It was finally collected, almost two weeks later. 4 September – Ivaan confirmed the order would still be ready by the estimated completion date of 18 September. 18 September – Ivaan said delivery would be arranged. I provided him with my mom’s availability for the following week, and on 19 September, he confirmed that he would update me accordingly. After 11 days of no response, I only then received an email stating that completion would now be pushed to mid-October, with a “small voucher” as an apology. On top of this, I requested a better deal on 4 leather chairs, and he initially only offered 5%. Later, I discovered that the chairs were listed online at less than half of what you quoted me — a very disappointing and misleading experience. When I tried to secure the chairs through Yonela when it was still in stock online, I asked for an invoice immediately. Unfortunately, by the time she responded, two chairs were indeed gone, leaving me to pay more. I then spoke to Dayyanah, explained the entire situation, and she confirmed I could get the 4 chairs for R5,200 (after applying my R1,000 voucher) with free delivery included alongside my drawer. However, when the invoice arrived just 20 minutes later, the price was suddenly R1,800 more than what was agreed upon. As a loyal customer, I feel completely let down by the repeated delays, miscommunication, lack of accountability, and misleading pricing. This is not the level of service one expects from a brand like Incanda. Unless this matter is resolved swiftly and satisfactorily, I will be forced to reconsider my support of Incanda and take the necessary steps to escalate the issue further.
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Replies (0)AL
DP
Dylan P
1 reviews | Active since Jan 2020
29 Sept 2025, 09:45
Incanda PE Good service
We bought a leather couch from the Incanda Port Elizabeth outlet, and we were super happy with the service we received from Riaan and his team. Fast Delivery and good quality with awesome service!
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