1 reviews | Active since May 2011
CIELO Stoneridge - order not delivered ("out of stock")
On 17 June 2019, I ordered 2 x Windsor Pedestals and a Waldorf Headboard directly from the Cielo shop in Stoneridge and paid an amount of R6 648 in total for the furniture. I was told that the furniture would arrive within 7 - 10 days.
The Headboard arrived in just over a week's time, however the 2 x Windsor Pedestals did not. When I called Stoneridge to follow up re the pedestals, I was told that there was no stock and that the pedestals were on "back order" and they would arrive during the 2nd week of July.
I duly called Stoneridge today to ask when they would be arriving since this is now the 2nd week in July and I was told that they are still out of stock and will only arrive after the end of the month.
It is clear to me that these pedestals are not in stock at all and that I will probably never receive them, so I have today emailed the Stoneridge branch for a refund of my money. Apparently Cielo's Head Office will process my refund in "7-10 days"!
After reading these similar complaints on Hello Peter, I am now quite alarmed about this company and am concerned that my refund will also not materialise (like my pedestals!)
I will update Hello Peter about whether I receive my refund or not in due course.
Vanessa de Villiers
Thank you for your feedback. We apologise for any inconvenience and lapse of service on our part.
We have unfortunately been struggling with the arrival dates of products being pushed to later dates due to the berthing delays. These delays are caused by an ******* industrial action in the form of a go-slow in some of the ports in South Africa. We are currently following up and doing all we can in order to not inconvenience clients any further.
It is clear however that this has not been communicated to you by the sales consultant and we will investigate your case to see why this has happened and taken action to rectify this going forward.
I requested confirmation from our finance department regarding the refund and received confirmation that our account was debited on the 16th of July 2019 with the refund amount.
Once again, please accept our sincere apologies and we hope that you would consider Cielo again for your future furniture purchases.
Sincerely,
CIELO
On behalf of the CIELO Management Team
Thank you for your feedback. We apologise for any inconvenience and lapse of service on our part.
We have unfortunately been struggling with the arrival dates of products being pushed to later dates due to the berthing delays. These delays are caused by an ******* industrial action in the form of a go-slow in some of the ports in South Africa. We are currently following up and doing all we can in order to not inconvenience clients any further.
It is clear however that this has not been communicated to you by the sales consultant and we will investigate your case to see why this has happened and taken action to rectify this going forward.
I requested confirmation from our finance department regarding the refund and received confirmation that our account was debited on the 16th of July 2019 with the refund amount.
Once again, please accept our sincere apologies and we hope that you would consider Cielo again for your future furniture purchases.
Sincerely,
CIELO
On behalf of the CIELO Management Team
The Stoneridge staff never contacted me once, despite me calling them many, many times and emailing them and even when I went into the branch to demand my refund, they appeared to not know who I was, even though I'd spoken to each and every one of them multiple times about this issue.
The one and only time I was called by Stoneridge was when the shipment finally arrived (after my refund was processed!), and they now wanted me to come back in and "re-purchase" the pedestals, which I might have done, except that I don't trust them at all, so decided against it. In the end I bought my pedestals second-hand from Gumtree.
That being said, I really do appreciate you investigating my matter so thoroughly - it certainly gives me hope that Cielo can provide trustworthy customer service, even if its Stoneridge branch cannot.
Many thanks,
Vanessa
The Stoneridge staff never contacted me once, despite me calling them many, many times and emailing them and even when I went into the branch to demand my refund, they appeared to not know who I was, even though I'd spoken to each and every one of them multiple times about this issue.
The one and only time I was called by Stoneridge was when the shipment finally arrived (after my refund was processed!), and they now wanted me to come back in and "re-purchase" the pedestals, which I might have done, except that I don't trust them at all, so decided against it. In the end I bought my pedestals second-hand from Gumtree.
That being said, I really do appreciate you investigating my matter so thoroughly - it certainly gives me hope that Cielo can provide trustworthy customer service, even if its Stoneridge branch cannot.
Many thanks,
Vanessa