1 reviews | Active since Apr 2023
Cielo Design Quarter. Received damaged goods. No service from Store Manager and Customers Service
We purchased 2 Snowden Lounge Chairs from Cielo Design Quarter on 23 May 2023. They did not have the chairs in stock and had to get them from another store. The chairs were delivered 31 March 2023 and it was shocking to see the condition of the packaging. The boxes are damaged and basically open. We unpacked the boxes, packaging material missing in one box and the other box the packaging material is in small pieces. Inspecting the chairs there is damage on the chairs. Dents on the wood of the one chair and scratch on the leather of the one footstool. The other chair is completely wobbly and did not even look at the other footstool. The boxes containing the chairs have dominantly been mishandled and most probably fallen during the transportation.
We contacted the store and they indicated that I send pictures and they would log a ticked with customer service. We received a phone call just after the ticked was logged and nothing after that. on 8 Marche we went back to Cielo Design Quarter and said that we want our money back. The store manager also had a long story and eventually said that we had to email him proof of our banking details before he could request a refund from his head office because he does not have the otherization to refund close to R40000.00 Then all of a sudden someone from customer service phoned and indicated that they can replace the damaged chairs by no later than 14 April 2023. I have made a number of phone calls and up to now I have not received any confirmation or tracking numbers for collecting the damaged goods and delivery of the new goods. Each time I get a story. I have asked to speak to the manager but the manager is always busy.
Thank you for your review.
We are truly sorry for your customer service experience regarding your delivery and delay.
We therefore would like to apologize for not meeting your expectations in this regard. We in the processing of finalizing the matter at hand.
Our freight department will communicate to you directly in this regard.
We are hoping your dissatisfaction will be eased and that you will consider us again in the near future.
We would once again like to apologize for the service experienced and inconvenience incurred.
Kind Regards
Customer Care
Thank you for your review.
We are truly sorry for your customer service experience regarding your delivery and delay.
We therefore would like to apologize for not meeting your expectations in this regard. We in the processing of finalizing the matter at hand.
Our freight department will communicate to you directly in this regard.
We are hoping your dissatisfaction will be eased and that you will consider us again in the near future.
We would once again like to apologize for the service experienced and inconvenience incurred.
Kind Regards
Customer Care
Thank you for your response.
It has been 2 weeks and nowhere in your response have you committed to any dates or times.
Now you indicate that your freight department will directly communicate with me.
This sounds like shifting your lack of customer service delivery and commitment to someone else.
You were willing to take my money, now please be willing to deliver a service from your side thank you.
Is this not why you are called Customer Care?
Regards
Werner
Thank you for your response.
It has been 2 weeks and nowhere in your response have you committed to any dates or times.
Now you indicate that your freight department will directly communicate with me.
This sounds like shifting your lack of customer service delivery and commitment to someone else.
You were willing to take my money, now please be willing to deliver a service from your side thank you.
Is this not why you are called Customer Care?
Regards
Werner
Thank you for your response.
Please be advised that further details of your query will be provided directly to you.
We can assure you that dates that had been stipulated already and will continue as is.
Hope the above is in order.
Kind Regards
Customer Care
Thank you for your response.
Please be advised that further details of your query will be provided directly to you.
We can assure you that dates that had been stipulated already and will continue as is.
Hope the above is in order.
Kind Regards
Customer Care
The replacement goods have been delivered and a shocking surprise.
On Friday the damaged goods were collected.
This morning the replacement goods were delivered and in the same disasters state. open and damaged boxes with packing material falling. It is a pity that I cannot attache the photos.
My question is. Are the replacement goods the ones they collected on Friday?
Phoning the call center the call center operator actually asked me if they could not try and send me another replacement for the damaged goods.
I indicated that I want an immediate refund and apparently this is also not possible.
I have previously requested to talk to one of the managers but have had no success.
Obviously management don't care about customer satisfaction or service.
Regards
Werner
The replacement goods have been delivered and a shocking surprise.
On Friday the damaged goods were collected.
This morning the replacement goods were delivered and in the same disasters state. open and damaged boxes with packing material falling. It is a pity that I cannot attache the photos.
My question is. Are the replacement goods the ones they collected on Friday?
Phoning the call center the call center operator actually asked me if they could not try and send me another replacement for the damaged goods.
I indicated that I want an immediate refund and apparently this is also not possible.
I have previously requested to talk to one of the managers but have had no success.
Obviously management don't care about customer satisfaction or service.
Regards
Werner