Cielo Furniture - Don't let the flashy store fool you, terrible backup service on defective product.

I bought an office chair from this furniture store. After assembling it I realized that the mechanism that adjusts the height doesn't work. Upon inspection it seems that the piston doesn't seat deep enough into the mechanism for the leaver to actuate the button. I even tried spraying a lubricant and tapping it into place but did not want to force it at the risk of damaging the parts. It's definitely a manufacturing error.

Here is what transpired as set out to my last email with their consumer department.

"I am shocked at the unprofessional manner this whole problem is being handled.

1. I clearly explained what the nature of the problem was, and I repeated my explanation in a follow up email. You insisted that I send photographs of the chair, which I did. I telephonically explained to you what the problem was and why a photograph will not suffice. I comp**** to your request in any case by sending photographs circling the applicable affected parts together with an explanation of the nature of the mechanical problem. 2. During our previous telephonic conversation you told me that seeing that I collected the chair myself, you would arrange for me to return it to the warehouse for an exchange. I requested that the exchange be pre-assembled so that I can make sure the exchange does not have the same mechanical problem. You told me it wouldn't be a problem that you would arrange this. I also mentioned that I live in ######### and Linbro Park is quite a distance from me, hence the reason for my request. You did not mention a stock issue at any point in time during this conversation.

3. This morning when I phoned you to arrange for me to go to the warehouse to do the exchange as we discussed you informed me to send a video/ pictures of the problem, clearly ignoring everything I sent before and the arrangements we made during our previous correspondence. I took time specifically from my day to make this trip and complete the exchange as per our prior agreed course of action. You then informed me that you don't have stock. As I am sure any reasonable person would have, You also said "a Technician needs to see what the problem is in a photograph." I then asked to speak to someone in your technical department or to your manager. You refused both requests.

From the above I can deduct that you cannot be trusted.

If you can not offer me a replacement without me having to wait a week for you to get stock, I have no other option as to request a full refund.

I therefore want an exact timeframe as to when the defective chair will be collected. I am also expecting my refund as soon as the defective chair has been returned."