KM
Khanyisile M
1 reviews | Active since Apr 2019
17 Jan 2025, 12:07
Cielo - horrible after-sales support
I logged a request on 24/12/2024 to return furniture. I got a response on 27/12/2024 and I provided the details requested. 10 working days have passed since then, but the furniture has not been collected. In fact, I have not even been contacted to schedule a date for the collection. I emailed Customer Care 2 days ago to follow up, but my email has not been responded to. I don't have space to store this furniture and I want my money refunded as soon as possible. Could someone at Cielo kindly provide a collection date for the furniture. I don't want an apology or a platitude - just provide a collection date.
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Replies (4)
Cielo's replyOfficial
17 Jan 2025, 12:32Dear Khanisile,
We sincerely apologize for the delay and lack of communication regarding your return request.
This is not the service we intend to provide, and we understand your frustration.
We will immediately escalate your case and ensure that a collection date is scheduled as soon as possible.
Thank you for your patience, and we will work to resolve this swiftly.
Kind Regards,
Customer Service Team.
We sincerely apologize for the delay and lack of communication regarding your return request.
This is not the service we intend to provide, and we understand your frustration.
We will immediately escalate your case and ensure that a collection date is scheduled as soon as possible.
Thank you for your patience, and we will work to resolve this swiftly.
Kind Regards,
Customer Service Team.
Cielo's reply17 Jan 2025, 12:32
Official
Dear Khanisile,
We sincerely apologize for the delay and lack of communication regarding your return request.
This is not the service we intend to provide, and we understand your frustration.
We will immediately escalate your case and ensure that a collection date is scheduled as soon as possible.
Thank you for your patience, and we will work to resolve this swiftly.
Kind Regards,
Customer Service Team.
We sincerely apologize for the delay and lack of communication regarding your return request.
This is not the service we intend to provide, and we understand your frustration.
We will immediately escalate your case and ensure that a collection date is scheduled as soon as possible.
Thank you for your patience, and we will work to resolve this swiftly.
Kind Regards,
Customer Service Team.
KM
Khanyisile M's updateReviewer Update
19 Jan 2025, 06:25I have not been contacted as advised in your response, so I sent customer care another email yesterday morning to follow up and that email has also not been responded to either. If I don't have a collection date emailed to me by tomorrow, I will report Cielo to the Ombudsman. This is a gross breach of the terms and conditions of the sale. If Cielo isn't able to honour it's own terms and conditions, then perhaps the authorities need to step in and suspended online sales until Cielo has sorted out its processes. Email a collection date immediately.
KM
Khanyisile M's update19 Jan 2025, 06:25
Reviewer Update
I have not been contacted as advised in your response, so I sent customer care another email yesterday morning to follow up and that email has also not been responded to either. If I don't have a collection date emailed to me by tomorrow, I will report Cielo to the Ombudsman. This is a gross breach of the terms and conditions of the sale. If Cielo isn't able to honour it's own terms and conditions, then perhaps the authorities need to step in and suspended online sales until Cielo has sorted out its processes. Email a collection date immediately.
KM
Khanyisile M's updateReviewer Update
20 Jan 2025, 09:12Good day, there's no need for them to call me. They can send an email. They have my email address. Customer Care called a few minutes ago. The phone literally rang a few times and they hung up. No voicemail or whatever was left. Why? And why did they not send a follow up email? They have my residential address and my email address, so there are other ways to contact me and they know exactly where I am for the collection of the furniture. They are trying to reach me, but they have not responded to the email I sent on Saturday. Why? Sounds to me, they are using the excuse of not being able to reach me by telephone as a delaying tactic.
KM
Khanyisile M's update20 Jan 2025, 09:12
Reviewer Update
Good day, there's no need for them to call me. They can send an email. They have my email address. Customer Care called a few minutes ago. The phone literally rang a few times and they hung up. No voicemail or whatever was left. Why? And why did they not send a follow up email? They have my residential address and my email address, so there are other ways to contact me and they know exactly where I am for the collection of the furniture. They are trying to reach me, but they have not responded to the email I sent on Saturday. Why? Sounds to me, they are using the excuse of not being able to reach me by telephone as a delaying tactic.
KM
Khanyisile M's updateReviewer Update
27 Jan 2025, 12:04Good day, the furniture was collected on 21/01/2025.
Please advise what's the process and timeline to receive my refund?
Please advise what's the process and timeline to receive my refund?
KM
Khanyisile M's update27 Jan 2025, 12:04
Reviewer Update
Good day, the furniture was collected on 21/01/2025.
Please advise what's the process and timeline to receive my refund?
Please advise what's the process and timeline to receive my refund?