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.