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JvdW
James van der Westhuizen

1 reviews | Active since Jan 2022

11 Jan 2022, 15:31

Buyer beware - if something goes wrong you will need video evidence...

I purchased an office chair online and it duly arrived. After a few weeks the chair started to slowly move downwards - probably because of a problem with the main cylinder. I notified the customer care department after a few more months since it became annoying to pull up the chair every 30 mins or so. They responded with an email requesting I video this intermittent and slow malfunction by getting someone to stand behind me for as long as needed so that they could capture the problem via video. I said that would not be possible due to the intermittent nature of the problem and that it takes place over 5-10 minutes at a time. The response was that without video proof there is nothing more they could do and would not honor the warranty without video evidence of the problem. So that is what you would need to do when something goes wrong with a Cielo product. Buyer beware

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Replies (3)
Cielo
Cielo's reply11 Jan 2022, 15:49
Official
Dear James,

 Thank you for your review.

We would like to sincerely apologize for the customer service experienced by you and also for all the inconvenience caused.

Please note that we deem your customer experience as vital component of our business. 
 
We will address your areas of concern and revert back to you soonest.

Thank you for your patience and consideration in this regard. 

Kind Regards
Customer Care 

 
JvdW
James van der Westhuizen's update26 Jan 2022, 16:00
Reviewer Update
Time for an update on the Cielo story - you would notice that they have a bot posting a cut & paste message to all comments - which actually just undermines the brand even more. Anyway, now having publicly shamed them here & on Google and after a whole lot of back & forth they are now sending me a courier tomorrow with a stack of packaging materials. Once delivered I have the job of wrapping the defective chair in the wrapping materials & then the courier will come back & fetch the chair. You honestly can't make this stuff up. Why start a business if you genuinely hate your customers? I will let you know how it goes....
JvdW
James van der Westhuizen's update01 Mar 2022, 10:30
Reviewer Update
So the saga continues - I eventually bought the packaging tape and wrapped the chair. The courier collected it and took it away - a few weeks later - sadly I was not home - the courier came back with a delivery. I am now the proud owner of a cement base for an outdoor umbrella. I am not sure if this is what Cielo meant by repairing the chair? Anyway we will see what happens. As it stands I'm still on a borrowed chair and not much in the way of updates. Hey at least they are consistent...