Sylvani Reviews 227

Reply from Sylvani

Mar 18, 2025

Hi there,

We’re really sorry to hear that the canvas didn’t turn out as expected. That’s definitely not the experience we want for you! We’d love to investigate what happened and make this right. Please reach out to us at support@sylvani.com so we can look into this and find the best solution for you.

Looking forward to helping you!

Team Sylvani

Reply from Sylvani

Jan 14, 2025

Hi Brook,

Thank you so much for your kind words and for taking the time to share your experience with us! We’re thrilled to hear that you were impressed with both our design team and customer service, it means the world to us to know that we could bring your vision to life and ensure you were completely satisfied with the final product.

We also want to sincerely apologize for the delay in your canvas delivery. While we work hard to ensure orders arrive on time, it’s clear we missed the mark here, and we’re truly sorry for any inconvenience this caused, especially during the holiday season. Your feedback is incredibly valuable, and we’re reviewing our processes to prevent similar delays in the future.

Thank you for your recommendation and for trusting us with such a meaningful project. We can’t wait to work with you again and promise to make your next experience even better!

Kind Regards,

Jeffrey
Team Sylvani

Reply from Sylvani

Jan 9, 2025

Hi there,

Thank you for sharing your feedback. I’m deeply sorry to hear about your experience. It’s clear we didn’t meet the high standards we aim to uphold at Sylvani.

We understand how personal and meaningful your order is, and I can imagine how disappointing it must have been to see such an important detail misrepresented. The delays and confusion with the confirmation process also fall short of the seamless experience we want to provide.

We’d like to make this right for you. Could you reach out to us at support@sylvani.com with your order details? We’ll prioritize correcting the issue and ensuring the final product reflects your expectations perfectly.

Your feedback is invaluable, and we’ll be reviewing our processes to improve both communication and quality control moving forward.

Thank you again for bringing this to our attention.

Best regards,

Jeffrey
Team Sylvani

Reply from Sylvani

Dec 10, 2024

Dear Steve,

I deeply regret that your experience with us has fallen so far below your expectations. We understand how frustrating it is to feel left without answers, and I sincerely apologize for the delays and lack of communication you've experienced.

Our intention is never to leave any of our customers feeling unheard or undervalued. The 48-hour timeframe is a standard we aim to meet, but it’s clear we’ve failed in this instance, and for that, I’m truly sorry. We are experiencing a delay in the design process due to the huge volume of orders we have received.

I believe our social media support team has already assisted you the other day with regard to your refund request. It has been processed and it should be reflected in your account in 3-5 business days depending on your bank or payment provider.

We assure you that we will take note of this issue and see where we can improve ourselves so prevent the same incidents from happening again.

We are hoping for your kind understanding on this matter.

Kind regards,

Jeffrey
Team Sylvani

Reply from Sylvani

Dec 6, 2024

Dear Todd,

We are truly sorry to hear that your experience with us has not lived up to your expectations. This is absolutely not the standard we strive for, especially for something as meaningful as a gift for your wife.

Your feedback about the design is deeply concerning, and I can completely understand how disappointing this must be. We want your canvas to truly reflect and celebrate who you are, and we are committed to making this right.

I have already sent you an email outlining the result of our investigation and it appears that the canvas was automatically approved due to the lack of feedback from you within the 4-days period as stated in the proofer email we have sent. However, we sincerely understand where you are coming from. That is the reason why we are more than willing to rectify this issue. We will be processing a replacement for you with a design that you will be approving. The detail is also outlined in my email to you.

Thank you for bringing this to our attention, and we deeply appreciate your patience and understanding. We’re dedicated to turning this around for you.

Warm regards,
Jeffrey
Team Sylvani

Reply from Sylvani

Dec 3, 2024

Dear Jaron,

I deeply regret to hear about the issues with your order and want to sincerely apologize for the experience you’ve had. This is not the level of service or attention to detail we strive to provide, and I can only imagine the frustration this situation has caused.

I’m truly sorry if the approval process was unclear or if you did not receive the preview to review and approve, as this step is crucial to ensuring satisfaction. We will make sure to investigate on this matter.

While our policy reflects a partial refund due to the custom nature of each design, I completely understand why this resolution feels inadequate in your case. I will personally escalate this matter to our team to revisit the handling of your order and ensure a resolution that better reflects the inconvenience and dissatisfaction you’ve experienced.

If you can send us your order details along with the revisions needed in the design, that would be great, so we can ship a replacement canvas right away. Please email them to support@sylvani.com

Kind Regards,

Jeffrey
Team Sylvani

Reply from Sylvani

Nov 30, 2024

Dear David,

I am truly sorry to hear about your experience, and I deeply regret the frustration and disappointment this has caused. This is absolutely not the level of service we strive to provide, and I want to sincerely apologize if we have let you down in any way.

We fully understand your concerns, and it is completely unacceptable that you’ve had to wait this long without receiving an update or resolution. The delay in the design process is not something we take lightly, and we are so sorry for the inconvenience this has caused. Marc’s email was sent as part of our effort to be transparent with our customers, so we can properly communicate the delays and challenges we’ve been facing.

Regarding the design preview that you rejected on November 26th, I apologize that it didn’t meet your expectations. Your comment about changing the clothing to a mountain look has been passed on to the designer, and we’re doing everything we can to revise the design to better reflect your vision. Please know that your canvas will only be printed and shipped once we’ve received your approval on the final design.

I want to reassure you that we are absolutely not a scam. We are a legitimate company committed to delivering high-quality artwork to our customers. While we may not always be perfect, we have thousands of satisfied customers who love the canvases they’ve received, and we are dedicated to making this right for you.

Our customer support team will continue to reach out to you and ensure that all your concerns are addressed. We sincerely appreciate your patience, and we truly hope to regain your trust and have the opportunity to deliver a product that you’ll love.

Kind regards,
Jeffrey
Team Sylvani

Reply from Sylvani

Nov 30, 2024

Dear Lindie,

I am truly sorry to hear about your experience. This is absolutely not the level of service we strive to provide, and I deeply apologize for any frustration caused by the lack of timely updates about your husband’s order.

We understand how upsetting it can be to feel unheard. While we are currently facing delays due to the high volume of orders, I want to assure you that we are working hard to respond to every email and request as quickly as possible. While there have been delays of a day or two in our responses, I want to emphasize that we are not a scam. We are fully committed to ensuring that every customer receives the product they ordered and that no communication is ever intentionally ignored.

I’ve reviewed our system and can see that an update has already been provided to your husband. Here’s the last message we sent to him:

"Hi Anton,
Our design team has confirmed that they have already sent you the design preview. Kindly check your inbox and review the design for your approval. If revisions are needed, feel free to let us know."

Thank you for bringing this to our attention, Lindie. Your feedback is incredibly valuable, and I truly hope we can have the opportunity to rebuild your trust in us. Please don’t hesitate to reach out if there’s anything further we can do to assist.

Kind regards,
Jeffrey
Team Sylvani

Reply from Sylvani

Sep 3, 2024

Hoi Bart,

Ik vind het erg vervelend om te horen dat de lijst niet goed op je portret paste en dat het schade veroorzaakte. Ik begrijp hoe teleurstellend dit moet zijn. We streven er altijd naar om producten te leveren die aan je verwachtingen voldoen en vreugde brengen, en het spijt me dat dit hier niet het geval was.

We zouden dit graag voor je rechtzetten. Kun je ons je bericht sturen op support@sylvani.com? Dit helpt ons het probleem beter te begrijpen en te werken aan een geschikte oplossing.

Bedankt voor je feedback. Jouw ervaring is belangrijk voor ons en we hopen de kans te krijgen om jouw ervaring met Sylvani te verbeteren.

Met vriendelijke groet,
Rose
Team Sylvani

Reply from Sylvani

Jun 21, 2024

Bonjour François,

Merci beaucoup pour votre commentaire 5 étoiles !

Nous sommes très heureux d'apprendre que vous êtes satisfait de votre achat et de votre expérience. Vos commentaires positifs sont très importants pour nous et motivent notre équipe à continuer à fournir des produits et des services de haute qualité.

Si vous avez besoin de quoi que ce soit, n'hésitez pas à nous contacter. Merci encore de nous avoir choisis !

Je vous prie d'agréer, Madame, Monsieur, l'expression de mes salutations distinguées,
Rose
L'équipe Sylvani

Reply from Sylvani

Jun 18, 2024

Hi San,

Thank you so much for your fantastic 5-star review!🌟🌟🌟🌟🌟
We are thrilled to hear that you are satisfied with your purchase and our service. Your positive feedback truly means a lot to us and motivates our team to keep delivering the best experiences to our customers.

If you have any questions or need further assistance in the future, please don’t hesitate to reach out.

Thank you again for your support!

Sincerely,
Rose
Team Sylvani

Reply from Sylvani

Jun 5, 2024

Hallo Martin,

Bedankt dat je de tijd hebt genomen om onze service te beoordelen. We waarderen je feedback en zijn blij om te horen dat je over het algemeen een positieve ervaring hebt gehad.

Hoewel we streven naar perfectie, begrijpen we ook dat er gebieden kunnen zijn waar we kunnen verbeteren. Als je specifieke suggesties of zorgen hebt die ons kunnen helpen om in de toekomst een 5-sterren beoordeling te krijgen, voel je dan vrij om deze met ons te delen. Uw input is van onschatbare waarde als we onze diensten blijven verbeteren.

Nogmaals bedankt dat je voor Sylvani hebt gekozen. We kijken ernaar uit u in de toekomst weer van dienst te zijn.

Met vriendelijke groet,
Roos
Team Sylvani

Reply from Sylvani

Dec 5, 2023

Hi Robin,

Thank you so much for your lovely review. Hearing that you are happy with your order and everything in the process went smoothly means A LOT to us.

If you ever have any questions, you can always e-mail us at: support@sylvani.nl

Kind regards,
Marc
Team Sylvani