Cielo - Poor quality and even poorer customer service

I order a new bed online on cielo.co.za on 29 June 2022, and received it the second week of July 2022. Six months later, the metal struts that supports the wooden base made up of mutliple slats bent and broke due to the base structures not been even. The left and right side of the base (made up of 4 lose parts) also exhibit bending and manufacturing faults.

At first it never really bothered me but then eventually the mattress dipped due to the lack of support and it became quite uncomfortable to sleep, but since the bed was still under the 12 month warranty, I decided to let them know.

I contacted them via email on 7 March as the product is still under warranty. I had not received one phone call from them to speak about the issues or to advise me on the process relating to the warranty claim.

The last comms was sent to me via email on Friday 24 March where they stated the issues I mentioned cannot be repaired. Yet no further info was given and no resolution provided either.

I then called them today, 30 March, but the customer agent was busy and I was told I would be called back.

I then, instead of being called, received another email stating "Good day, Thank you for your response. Apologies for the delay in response. I have referred your matter to management for further review and advise on how best we can assist. I will revert back shortly."

3 weeks for a answer is ridiculous.- I have asked for an answer by the end of the week which is tomorrow Friday 31 March.

We will see if that actually happens.