Beautiful low quality furniture that will not even last 1 year. I do not even want to talk about their Pathetic customer service, DO NOT BUY THEIR JUPITER PULL OUT BED-BASE. They deserve a 0 star rating.

Beautiful low quality furniture that will not even last 1 year. I do not even want to talk about their pathetic customer service. They will look for all excuses to not repair or replace a product that is faulty. They first **** and said the item was no longer under warranty, they came back and said they made a mistake and will replace the product. Same day they sent another email saying no they will not replace they will repair the item (lady promised that it will be repaired when she called me on the 15th of June 2023). A week later they sent another email saying they are not be repairing or replace the item as it is a wear and tear yet the corners of the bed were not padded now the wood is tearing on the corners. If you thought of buying their Jupiter pull out bed. Do not buy it rather go to @home living store if you want to get the best value for you money, good quality and an excellent customer service.

I will add all the communication below so you can see for yourself.

Good day

I hope you are well.

The below has been noted and I have requested further review from the relevant department

Kindly be advised our technical department had reviewed the images and video.

Our Tech department has advised the tearing on the side is due to wear and tear.

We therefore cannot recall the unit for an exchange, as the issue reported is not covered by our warranty policy.

As per our policy, the warranty is only valid where the item was used/maintained properly, also tearing occurring in wood is also not considered a manufacturing defect.

See the link of our terms on 9.5 for ease of reference https://www.cielo.co.za/info/terms-and-conditions-of-use

I hope for your understanding regarding the above.

Please reply to this email should you have any further questions and I will respond to you as soon as possible, alternatively, you may also contact our Customer Service Centre at ***with your ticket number as a reference. Kind regards Siphokazi Shumpa Customer Service Agent ***

----- Forwarded Message ----- From: "***" <***> To: "***" <***> Sent: Thursday, June 15, 2023 at 10:04:36 AM GMT+2 Subject: [Case:98920] CUSTOMER CARE - Ya... - MAG00871

Good day

Trust you are well.

Thank you for taking my call as per our telecom.

The exchange will not be possible - apologies for the below incorrect mail.

I have escalated your matter to our Technical department to see if they can assist.

I will revert once receive feedback.

Please reply to this email should you have any further questions and I will respond to you as soon as possible, alternatively, you may also contact our Customer Service Centre at ***with your ticket number as a reference. Kind regards Siphokazi Shumpa Customer Service Agent ***

Good day

Trust you are well.

I would like to apologize for the below - I have calculated the incorrectly.

The exchange will be possible, I have escalated your matter to our Technical department to see if they can assist with the repairs.

I will revert once receive feedback.

Please reply to this email should you have any further questions and I will respond to you as soon as possible, alternatively, you may also contact our Customer Service Centre at ***with your ticket number as a reference. Kind regards Siphokazi Shumpa Customer Service Agent ***

11-Jun-2023 22:02:16 +0200

Hide original message At the date I initially logged this call I was not out of warranty.

The video was sent on the 31st of May, you are replying on 11 June on a Sunday evening telling me that I am out of warranty.

Is this the kind of customer service that Cielo gives to customers after selling me a low quality product.

Regards Ya....

Sent from my Galaxy

Good day

Trust you are well.

As per our T's & C's, you are out of warranty, unfortunately, we cannot assist.

Please reply to this email should you have any further questions and I will respond to you as soon as possible, alternatively, you may also contact our Customer Service Centre at ***with your ticket number as a reference. Kind regards Siphokazi Shumpa Customer Service Agent ***

31-May-2023 08:25:24 +0200 -------- Original message -------- From: *** Date: 2023/06/11 21:39 (GMT+02:00) To: *** Subject: [Case:98920] CUSTOMER CARE - Ya.... - MAG00871

Good morning,

Please find the attached video, please let me know if it is not clear so I can take another video.

Kind Regards Ya....

Sent from my Galaxy

-------- Original message -------- From: *** Date: 2023/05/30 15:00 (GMT+02:00) To: *** Subject: [Case:98920] CUSTOMER CARE - Ya... - MAG00871

Good day

Trust you are well.

Thank you for taking my call - as per our telecom.

Please send a short video of the damaged bed, especially the tearing part.

So that the final decision can be made. I await your response to further assist, thanks.

Please reply to this email should you have any further questions and I will respond to you as soon as possible, alternatively, you may also contact our Customer Service Centre at ***with your ticket number as a reference. Kind regards Siphokazi Shumpa Customer Service Agent ***

*** Good day

Trust you are well

Apologies for the delayed response, I have been advised to request a short video for the damaged bed.

So that the final decision can be made. I await your response to further assist, thanks.