Cielo
Verified Business
|3.9|306 Reviews (last 12 months)|Responds in 10h 46m
Cielo
Verified Business
|3.9
306 Reviews (last 12 months)
Responds in 10h 46m
Rated in:
Scores reflect the Overall AI Score for each category
Cielo
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.
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 1m
TrustIndex
7.6
Ranking
#1
in Furniture & Home
Reply Time
10h 46m
NPS Score
63
Recommended: Very Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 1m
Oct '25 - Sep '26
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.
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.
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 Sept 2021
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
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
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
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
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
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 Sept 2026
I would like to emphasize that I love your furniture and have been a returning customer, currently awaiting my third and fourth orders. Unfortunately, the delivery service contracted by your company is doing your brand a disservice. My experience with Campos Transport has been extremely disappointing and frustrating. Their communication has been poor, and the delivery scheduling process appears unorganized and unprofessional. Despite my order already being dispatched, I am still unable to get a clear delivery date. I have been informed that deliveries are dependent on whether they are in certain areas of Durban on specific days, which makes it very difficult to plan accordingly. As a customer, I do not believe it is reasonable to be left uncertain about when an already-dispatched order will arrive. This experience is particularly frustrating because it detracts from the otherwise positive impression I have of your products and service. I hope this feedback is taken seriously, as I would hate for the quality of your furniture to be overshadowed by the poor delivery experience provided by your logistics partner.
1 reviews | Active since Sept 2026
I would like to emphasize that I love your furniture and have been a returning customer, currently awaiting my third and fourth orders. Unfortunately, the delivery service contracted by your company is doing your brand a disservice. My experience with Campos Transport has been extremely disappointing and frustrating. Their communication has been poor, and the delivery scheduling process appears unorganized and unprofessional. Despite my order already being dispatched, I am still unable to get a clear delivery date. I have been informed that deliveries are dependent on whether they are in certain areas of Durban on specific days, which makes it very difficult to plan accordingly. As a customer, I do not believe it is reasonable to be left uncertain about when an already-dispatched order will arrive. This experience is particularly frustrating because it detracts from the otherwise positive impression I have of your products and service. I hope this feedback is taken seriously, as I would hate for the quality of your furniture to be overshadowed by the poor delivery experience provided by your logistics partner.
1 reviews | Active since Aug 2012
Purchased online a round rug 3 weeks ago . Received a call from dispatch asking if Tuesday next week was suitable for delivery. I said if they could do a morning delivery we would be very happy. Nothing arrived the Tuesday or for the rest of last week. We phoned on 3 occasions to try and get some clarity on delivery. Everytime we were told they would investigate and report back same day. This did not happen and we are very disappointed with their delivery service. We did not experience this treatment with previous purchases so I have decided to report this bad service so they can know what is happening after a purchase.
1 reviews | Active since Aug 2012
Purchased online a round rug 3 weeks ago . Received a call from dispatch asking if Tuesday next week was suitable for delivery. I said if they could do a morning delivery we would be very happy. Nothing arrived the Tuesday or for the rest of last week. We phoned on 3 occasions to try and get some clarity on delivery. Everytime we were told they would investigate and report back same day. This did not happen and we are very disappointed with their delivery service. We did not experience this treatment with previous purchases so I have decided to report this bad service so they can know what is happening after a purchase.
1 reviews | Active since Sept 2026
I am very dissapointed Cielo ****med me homerward voucher because I placed an online order at Cielo using a Home Rewards voucher. The payment went through and my voucher balance decreased, but Cielo's website failed to generate an order number or confirmation email. I have the voucher number and transaction proof from the rewards platform. Cielo's finance team needs to check their internal bank/gateway settlements manually to locate my funds and create my order.
1 reviews | Active since Sept 2026
I am very dissapointed Cielo ****med me homerward voucher because I placed an online order at Cielo using a Home Rewards voucher. The payment went through and my voucher balance decreased, but Cielo's website failed to generate an order number or confirmation email. I have the voucher number and transaction proof from the rewards platform. Cielo's finance team needs to check their internal bank/gateway settlements manually to locate my funds and create my order.
1 reviews | Active since Nov 2018
Great product but really disappointing delivery. Placed my order on 25 August. Received a call on Friday the 28th of August from Petals delivery and confirmed delivery by telephone for the 1st of September. On the 1st, I received no contact from Petals. I messaged them via the Whatsapp link on their website - still no reply. I contacted Cielo and without apologizing for the experience indicated they will refer to the agent (assume this is Petals). After almost a full day, I still had no feedback from either party. I then called Petals via telephone and no one answered. it is now midday on the 3rd and still no contact from anyone. I made it clear to Cielo yesterday that if not received today then I will cancel the order and request a full refund. The response I then received was 'we will inform the agent'. So basically not apologetic, no urgency and no real concern for me wanting to cancel the order. Will never order from Cielo again unfortunately.
1 reviews | Active since Nov 2018
Great product but really disappointing delivery. Placed my order on 25 August. Received a call on Friday the 28th of August from Petals delivery and confirmed delivery by telephone for the 1st of September. On the 1st, I received no contact from Petals. I messaged them via the Whatsapp link on their website - still no reply. I contacted Cielo and without apologizing for the experience indicated they will refer to the agent (assume this is Petals). After almost a full day, I still had no feedback from either party. I then called Petals via telephone and no one answered. it is now midday on the 3rd and still no contact from anyone. I made it clear to Cielo yesterday that if not received today then I will cancel the order and request a full refund. The response I then received was 'we will inform the agent'. So basically not apologetic, no urgency and no real concern for me wanting to cancel the order. Will never order from Cielo again unfortunately.
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.
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? →
Cielo has a TrustIndex of 7.6 out of 10 on Hellopeter, based on 306 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 14 hours 1 min. Hellopeter has tracked Cielo across 3,841 total reviews. How is the TrustIndex calculated? →