jG
jeanene G
1 reviews | Active since Dec 2012
04 Apr 2024, 09:49
Asgard bed base missing bolts so not able to assemble
Our order arrived and when checking the boxes for the Asgard bed we did not receive the bolts nor the manual to be able to assemble the bed. We called to advise and ask for assistance, our sales consultant was off so we were advised she will call us the next day. She called the following day/morning and a ticket was lodged with after sales customer support by the store sales consultant. When following up the day after the ticket was logged the after sales team could not view or help as no one had been assigned to assist us. We don’t know when we will get the missing parts, we don’t know if any one will assist us as every time we call no one knows anything nor has anyone taken responsibility to sort this out. This has been a frustrating and very disappointing experience with no end in sight.
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Replies (2)jG
jeanene G's updateReviewer Update
12 Apr 2024, 13:38An update on the infuriating journey to have the issue resolved..... its still on going and I am not sure if we are any closer in getting this resolved.
After sales customer service agent started looking for an assembly kit on the 4th April and was only able to track one down on the 8th April. I was advised that they were arranging immediate delivery of the kit for us.
Followed up on the 9th and was advised the assembly kit was being picked at the warehouse and once distributed they will advise me. I did a follow up email asking how long this would take and to please advise a timeline, no response.
10th April I phoned multiple times but my consultant was not available and she would call me back, no call backs. By the afternoon I called again and insisted on holding for the consultant as they were not responding to my emails nor returning my calls.
When I finally got to speak to her she advised that it will be couriered immediately and I will receive delivery the next day Thursday the 11th April, she will email me the tracking number.
11th April still no email so I emailed following up asking for information on what is happening, she rep**** with the tracking number.
No Delivery received on Thursday the 11th April.
12th April I phoned the courier company and after a lot of back and forth found out that it was not sent as urgent or overnight delivery but economy. That the package is not even in Cape Town and I can most likely expect the delivery on Monday.
So that means at this stage we are sitting at 2 weeks with no bed, incomplete delivery.
This whole experience and lack of customer service is shocking.
After sales customer service agent started looking for an assembly kit on the 4th April and was only able to track one down on the 8th April. I was advised that they were arranging immediate delivery of the kit for us.
Followed up on the 9th and was advised the assembly kit was being picked at the warehouse and once distributed they will advise me. I did a follow up email asking how long this would take and to please advise a timeline, no response.
10th April I phoned multiple times but my consultant was not available and she would call me back, no call backs. By the afternoon I called again and insisted on holding for the consultant as they were not responding to my emails nor returning my calls.
When I finally got to speak to her she advised that it will be couriered immediately and I will receive delivery the next day Thursday the 11th April, she will email me the tracking number.
11th April still no email so I emailed following up asking for information on what is happening, she rep**** with the tracking number.
No Delivery received on Thursday the 11th April.
12th April I phoned the courier company and after a lot of back and forth found out that it was not sent as urgent or overnight delivery but economy. That the package is not even in Cape Town and I can most likely expect the delivery on Monday.
So that means at this stage we are sitting at 2 weeks with no bed, incomplete delivery.
This whole experience and lack of customer service is shocking.
jG
jeanene G's update12 Apr 2024, 13:38
Reviewer Update
An update on the infuriating journey to have the issue resolved..... its still on going and I am not sure if we are any closer in getting this resolved.
After sales customer service agent started looking for an assembly kit on the 4th April and was only able to track one down on the 8th April. I was advised that they were arranging immediate delivery of the kit for us.
Followed up on the 9th and was advised the assembly kit was being picked at the warehouse and once distributed they will advise me. I did a follow up email asking how long this would take and to please advise a timeline, no response.
10th April I phoned multiple times but my consultant was not available and she would call me back, no call backs. By the afternoon I called again and insisted on holding for the consultant as they were not responding to my emails nor returning my calls.
When I finally got to speak to her she advised that it will be couriered immediately and I will receive delivery the next day Thursday the 11th April, she will email me the tracking number.
11th April still no email so I emailed following up asking for information on what is happening, she rep**** with the tracking number.
No Delivery received on Thursday the 11th April.
12th April I phoned the courier company and after a lot of back and forth found out that it was not sent as urgent or overnight delivery but economy. That the package is not even in Cape Town and I can most likely expect the delivery on Monday.
So that means at this stage we are sitting at 2 weeks with no bed, incomplete delivery.
This whole experience and lack of customer service is shocking.
After sales customer service agent started looking for an assembly kit on the 4th April and was only able to track one down on the 8th April. I was advised that they were arranging immediate delivery of the kit for us.
Followed up on the 9th and was advised the assembly kit was being picked at the warehouse and once distributed they will advise me. I did a follow up email asking how long this would take and to please advise a timeline, no response.
10th April I phoned multiple times but my consultant was not available and she would call me back, no call backs. By the afternoon I called again and insisted on holding for the consultant as they were not responding to my emails nor returning my calls.
When I finally got to speak to her she advised that it will be couriered immediately and I will receive delivery the next day Thursday the 11th April, she will email me the tracking number.
11th April still no email so I emailed following up asking for information on what is happening, she rep**** with the tracking number.
No Delivery received on Thursday the 11th April.
12th April I phoned the courier company and after a lot of back and forth found out that it was not sent as urgent or overnight delivery but economy. That the package is not even in Cape Town and I can most likely expect the delivery on Monday.
So that means at this stage we are sitting at 2 weeks with no bed, incomplete delivery.
This whole experience and lack of customer service is shocking.
Cielo's replyOfficial
12 Apr 2024, 16:08Good day Jeanene,
We truly apologize for the miscommunication regarding the shipping selection. The item has already been dispatched from our warehouse and delivery will take place by latest Monday.
We thank you for your patience and understanding.
Regards
Customer Care Service
We truly apologize for the miscommunication regarding the shipping selection. The item has already been dispatched from our warehouse and delivery will take place by latest Monday.
We thank you for your patience and understanding.
Regards
Customer Care Service
Cielo's reply12 Apr 2024, 16:08
Official
Good day Jeanene,
We truly apologize for the miscommunication regarding the shipping selection. The item has already been dispatched from our warehouse and delivery will take place by latest Monday.
We thank you for your patience and understanding.
Regards
Customer Care Service
We truly apologize for the miscommunication regarding the shipping selection. The item has already been dispatched from our warehouse and delivery will take place by latest Monday.
We thank you for your patience and understanding.
Regards
Customer Care Service