Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Cielo is a furniture retailer customers admire for its ranges and showroom teams, yet the experience splits sharply after payment. Shoppers consistently celebrate named consultants and product build quality, while a recurring theme is third party courier failures, long back orders and slow replacements. The in store journey earns loyalty; the fulfilment and aftersales journey is where trust erodes.
Top Strengths:
- •Customer Service & Support: Customers repeatedly name individual consultants such as Thandeka, Adora, Tersia, Carmen and Natasha for warmth, product knowledge and proactive updates. Store teams source stock from other branches and several aftersales agents recover badly broken orders through persistent personal follow up.
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 10m
TrustIndex
7.5
Ranking
#1
in Furniture & Home
Reply Time
11h 7m
NPS Score
60
Recommended: Very Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 10m
Nov '25 - Oct '26
Frequently Asked Questions About Cielo
What do customers say about Cielo?
Based on recent customer reviews, Cielo is a furniture retailer customers admire for its ranges and showroom teams, yet the experience splits sharply after payment. Shoppers consistently celebrate named consultants and product build quality, while a recurring theme is third party courier failures, long back orders and slow replacements. The in store journey earns loyalty; the fulfilment and aftersales journey is where trust erodes.
What is Cielo's biggest strength?
Cielo's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customers repeatedly name individual consultants such as Thandeka, Adora, Tersia, Carmen and Natasha for warmth, product knowledge and proactive updates. Store teams source stock from other branches and several aftersales agents recover badly broken orders through persistent personal follow up.
What are the most common complaints about Cielo?
The most common complaint about Cielo, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. While many orders arrive early, a recurring theme is courier partners losing parcels and missing booked slots, months long back orders on beds and headboards, per item delivery fees, no collection option and assembly billed then scheduled separately.
How does Cielo compare to other Furniture & Home companies?
Cielo scores 3.3 out of 5 on Hellopeter's AI analysis of service quality in Furniture & Home, compared to the Furniture & Home industry average of 1.6. Their strongest theme is Customer Service (4.2); their weakest is Returns & Warranty (2.2). The top AI-rated Furniture & Home business on Hellopeter is Cielo (3.3). How is the AI Score calculated? →
Is Cielo trustworthy?
Cielo has a TrustIndex of 7.5 out of 10 on Hellopeter, based on 272 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 14 hours 10 min. Hellopeter has tracked Cielo across 3,845 total reviews. How is the TrustIndex calculated? →
Recent reviews (272)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2025
very good
unlike my 2025 review regarding not the Cielo business or the product, that was all fine, their 3rd party courier services was shocking and it took forever to get my purchase. i complained about the courier services and have to admit now that i ordered a lounge suit a week ago and this was delivered very timely, communication from the courier services was also 5 star! hopefully this trend will stay as i do believe this is a new courier company doing the work for Cielo!! thank you.
1 reviews | Active since Feb 2025
very good
unlike my 2025 review regarding not the Cielo business or the product, that was all fine, their 3rd party courier services was shocking and it took forever to get my purchase. i complained about the courier services and have to admit now that i ordered a lounge suit a week ago and this was delivered very timely, communication from the courier services was also 5 star! hopefully this trend will stay as i do believe this is a new courier company doing the work for Cielo!! thank you.
1 reviews | Active since Jan 2021
Quality control and delayed deliveries
Selling furniture is one thing; honouring delivery commitments and taking responsibility for the customer experience is another. Based on our experience, Cielo has fallen short in the areas that matter most after a customer has paid for their purchase. Their reliance on third-party couriers is a major concern. Our furniture arrived damaged - twice, resulting in further delays while an exchange was arranged. These delays are unacceptable, especially when furniture has been paid for months in advance and a delivery date has been agreed upon well ahead of time. Despite repeated delays, we received nothing but excuses and apologies, with no meaningful effort to expedite the process or prioritise resolving the issue. An apology means very little when it is not followed by action. As a customer, you are simply expected to accept that you may wait an unreasonable amount of time for your purchase, even when you ordered and paid for it six months ago and took the necessary steps to arrange delivery in advance. Cielo failed to deliver on time and failed to ensure that the goods arrived in acceptable condition. The lack of accountability and urgency has made this an extremely frustrating and disappointing experience. I love their products, but I would think twice before purchasing from Cielo again.
1 reviews | Active since Jan 2021
Quality control and delayed deliveries
Selling furniture is one thing; honouring delivery commitments and taking responsibility for the customer experience is another. Based on our experience, Cielo has fallen short in the areas that matter most after a customer has paid for their purchase. Their reliance on third-party couriers is a major concern. Our furniture arrived damaged - twice, resulting in further delays while an exchange was arranged. These delays are unacceptable, especially when furniture has been paid for months in advance and a delivery date has been agreed upon well ahead of time. Despite repeated delays, we received nothing but excuses and apologies, with no meaningful effort to expedite the process or prioritise resolving the issue. An apology means very little when it is not followed by action. As a customer, you are simply expected to accept that you may wait an unreasonable amount of time for your purchase, even when you ordered and paid for it six months ago and took the necessary steps to arrange delivery in advance. Cielo failed to deliver on time and failed to ensure that the goods arrived in acceptable condition. The lack of accountability and urgency has made this an extremely frustrating and disappointing experience. I love their products, but I would think twice before purchasing from Cielo again.
1 reviews | Active since Jan 2012
Cielo Quality Control Issue
Although i bought the Cielo bed from OneDayOnly, i'm holding Cielo responsible for the lack of quality control that led to the delivery of a broken bed that is now 4 weeks uncollected as OneDayOnly claims to be consistently speaking to the "supplier" without a sense of urgency for collection and refund.
1 reviews | Active since Jan 2012
Cielo Quality Control Issue
Although i bought the Cielo bed from OneDayOnly, i'm holding Cielo responsible for the lack of quality control that led to the delivery of a broken bed that is now 4 weeks uncollected as OneDayOnly claims to be consistently speaking to the "supplier" without a sense of urgency for collection and refund.
1 reviews | Active since Jun 2016
Delivery that never happened and i ended up sleeping on the floor
I am writing to formally lodge a complaint regarding Cielo's failure to complete my mattress delivery as promised. I placed my mattress order with Cielo on 28 September 2026. Today, your delivery team contacted me and confirmed that my mattress would arrive within approximately 25 minutes. I re**** on this representation and made the necessary arrangements. In particular, I had already given away my old mattress in anticipation of receiving the new one. Despite the promised delivery timeframe, more than two hours passed without the mattress being delivered. When I contacted your team for an update, I spoke to Megan who was supposed to call me back after contacting the driver, but she herself didn't even bother to call me back. I later got an sms from the driver who informed me that the delivery could no longer proceed because another customer had allegedly delayed the delivery team for an extended period. And I asked him where am I supposed to sleep then ?? How is it my problem that they cannot manage their time?? This is unacceptable. Cielo provided me with a specific delivery timeframe and led me to believe that the mattress was on its way. I re**** on that information in good faith, and as a direct result of the failed delivery, I have been left without a mattress. Any delays or difficulties involving another customer should have been managed by Cielo and should not have resulted in my delivery being abandoned without adequate notice or an alternative arrangement. Please treat this complaint as Urgent and I want my mattress delivered first thing tomorrow morning or my money refunded immediately. I will get myself a mattress from people that knows how to deliver!
1 reviews | Active since Jun 2016
Delivery that never happened and i ended up sleeping on the floor
I am writing to formally lodge a complaint regarding Cielo's failure to complete my mattress delivery as promised. I placed my mattress order with Cielo on 28 September 2026. Today, your delivery team contacted me and confirmed that my mattress would arrive within approximately 25 minutes. I re**** on this representation and made the necessary arrangements. In particular, I had already given away my old mattress in anticipation of receiving the new one. Despite the promised delivery timeframe, more than two hours passed without the mattress being delivered. When I contacted your team for an update, I spoke to Megan who was supposed to call me back after contacting the driver, but she herself didn't even bother to call me back. I later got an sms from the driver who informed me that the delivery could no longer proceed because another customer had allegedly delayed the delivery team for an extended period. And I asked him where am I supposed to sleep then ?? How is it my problem that they cannot manage their time?? This is unacceptable. Cielo provided me with a specific delivery timeframe and led me to believe that the mattress was on its way. I re**** on that information in good faith, and as a direct result of the failed delivery, I have been left without a mattress. Any delays or difficulties involving another customer should have been managed by Cielo and should not have resulted in my delivery being abandoned without adequate notice or an alternative arrangement. Please treat this complaint as Urgent and I want my mattress delivered first thing tomorrow morning or my money refunded immediately. I will get myself a mattress from people that knows how to deliver!
1 reviews | Active since Sept 2021
Delivered a mismatched couch and a refund is the "best they can do"!
Cielo delivered a mismatched couch and a refund is the "best they can do" I am absolutely disgusted by the service I have received. I purchased a couch, only to be delivered a completely mismatched set of pieces that do not even fit together. It is mind-boggling how this passed any form of quality control, as the pieces are completely incompatible.When I complained about this massive blunder, I was told that because of their "demo policy," they cannot do an exchange. Apparently, a refund is the "best they can do."While they are willing to return my money, this completely misses the point. Because of their packaging team's gross incompetence, I am now left stranded with no couch at all, forcing me to start my furniture search all over again and wait weeks for a new one. Their policy protects them while leaving the customer to deal with the massive inconvenience of their mistake.
1 reviews | Active since Sept 2021
Delivered a mismatched couch and a refund is the "best they can do"!
Cielo delivered a mismatched couch and a refund is the "best they can do" I am absolutely disgusted by the service I have received. I purchased a couch, only to be delivered a completely mismatched set of pieces that do not even fit together. It is mind-boggling how this passed any form of quality control, as the pieces are completely incompatible.When I complained about this massive blunder, I was told that because of their "demo policy," they cannot do an exchange. Apparently, a refund is the "best they can do."While they are willing to return my money, this completely misses the point. Because of their packaging team's gross incompetence, I am now left stranded with no couch at all, forcing me to start my furniture search all over again and wait weeks for a new one. Their policy protects them while leaving the customer to deal with the massive inconvenience of their mistake.
1 reviews | Active since Mar 2024
Staff Compliment
Subject: Staff Compliment – Cielo Nelspruit Dear Cielo Management Team,I am writing to share some positive feedback regarding my recent experience at your Nelspruit showroom. I received exceptional service from Brenda! Kind regards, Minks
1 reviews | Active since Mar 2024
Staff Compliment
Subject: Staff Compliment – Cielo Nelspruit Dear Cielo Management Team,I am writing to share some positive feedback regarding my recent experience at your Nelspruit showroom. I received exceptional service from Brenda! Kind regards, Minks
1 reviews | Active since Nov 2021
Wrong couch delivered, then left chasing my own refund
Ordered a Jagger Couch. After more than two weeks of "processing," the wrong couch was delivered. Not once did anyone apologise for the error. What followed says everything about the after-sales service. Every status update came only because I chased it myself. Calling the support line achieved nothing beyond "we'll log a ticket and someone will call you" – which happened three hours later. Tickets were logged, investigations were promised, and feedback that was meant to follow "by email" never arrived. I cancelled and requested a refund purely because of how poorly this was handled. Telling: the moment I asked to cancel, they arranged same-day collection of the incorrect couch – the one and only thing done quickly in this entire process. The couch was collected on 4 September and I supp**** the signed collection document. Days later I'm still waiting on my refund. I sent an email and heard nothing for six hours – they only responded after I phoned in to ask what was going on. That is the whole experience in a nutshell: nothing happens unless you chase it. Honestly, you get better, more honest service from a grocery till cashier than from this company. A business that can take your money in seconds should be able to communicate honestly about returning it – especially on a purchase of nearly R30k. For a brand that markets itself as high-end and exclusive, the experience was the complete opposite. First and last order I will ever place with them, and I can't recommend them to anyone.
1 reviews | Active since Nov 2021
Wrong couch delivered, then left chasing my own refund
Ordered a Jagger Couch. After more than two weeks of "processing," the wrong couch was delivered. Not once did anyone apologise for the error. What followed says everything about the after-sales service. Every status update came only because I chased it myself. Calling the support line achieved nothing beyond "we'll log a ticket and someone will call you" – which happened three hours later. Tickets were logged, investigations were promised, and feedback that was meant to follow "by email" never arrived. I cancelled and requested a refund purely because of how poorly this was handled. Telling: the moment I asked to cancel, they arranged same-day collection of the incorrect couch – the one and only thing done quickly in this entire process. The couch was collected on 4 September and I supp**** the signed collection document. Days later I'm still waiting on my refund. I sent an email and heard nothing for six hours – they only responded after I phoned in to ask what was going on. That is the whole experience in a nutshell: nothing happens unless you chase it. Honestly, you get better, more honest service from a grocery till cashier than from this company. A business that can take your money in seconds should be able to communicate honestly about returning it – especially on a purchase of nearly R30k. For a brand that markets itself as high-end and exclusive, the experience was the complete opposite. First and last order I will ever place with them, and I can't recommend them to anyone.