Cielo: Termites and patience

DO NOT BUY FROM THEM. If you are considering buying furniture from Cielo, be warned that you will not enjoy any after-sales service. They will delay you, they won't bother answering your emails. You will phone for hours and simply never get an answer. If you do come through, count yourself lucky if an agent doesn't simply hang up the phone.

I bought a Desaros Dining Table from Cielo during the lockdown period. I knew that delivery would be delayed and didn't mind it. I bought the table online. The payment process was easy and I got a screen that said the payment was a success. I expected that I would receive a confirmation email stating this and have my invoice attached. Nothing arrived. I already closed the browser (never again) before I wrote down the reference number.

I phoned Cielo and told them about what happened. The process was quite painless and a day later they sent me my invoice. Now, I just had to wait for them to be able to deliver as they were delayed due to the lockdown. All still acceptable and understandable.

However, when the lockdown was over, I waited a bit and then decided to enquire when my table would be delivered.

On the 15th of May I emailed them to enquire when the table will be delivered as their industry was open. I almost immediately received a mail back and it said that my table has been dispatched and that I would receive it within 5-10 days. Excitement.

Seven days later, 21 May, I followed up just to enquire on my delivery as I have not received a tracking number and don't want to miss the delivery team if I am not at home. No answer. Asked again on 22 May. No answer. Asked again on 25 May. No answer.

On 27 May I received an email that my order will be dispatched "soon". No mention of the fact that I have already been waiting for my order that she said has been dispatched on 15 May. The very next day, the table arrived.

The delivery team removed the table from the packaging as they said it was easier to carry that way. They placed it in my home and left. As I started assembling the table, I noticed several bug damage holes on the table. On further inspection I saw that the bug holes and bug bore trails were extensive over a large portion of the table. The area with the bug damage had a sponge-like texture. Termites?

Though the table is made from reclaimed wood, I did not expect it to have such extensive damage. I have other furniture pieces made from reclaimed wood and have come accustomed to what the quality of wood is, that you can expect in this category. The wood immediately gave way under a pen with no pressure at all in these sponge-like areas. The table had large splinter pieces and overall was just in a terrible state. I was disappointed as I did not expect it to be in such a poor condition for a brand new piece of furniture. The photo on the website did show insect holes, but it was so deceiving in that the photo made it look like it was minimal, where as on the table sent to me it was extensive over the entire table.

I emailed Cielo on 28 May to enquire whether this was unique for my table or whether this was standard for the range. The next day I received an answer back that they will look into it and send me a reference number. The email to me, was addressed to "Colleen" who I have no idea who that is. Anyways, the saga continues...

Four days later I mailed the lady again to tell her that I have not yet received my ticket number. They wrote back with it and stated that it must've gone to my Spam folder. (this tactic seems to be the go to tactic for Cielo, as they repeatedly use this. There was nothing from Cielo of Wheco in my Spam folder).

On the 4th of June, I phoned Cielo to get feedback on the status of my query. I had to phone about four times. When I gave my ticket number it sounded like they were unsure what to tell me. I had to prompt them to give me feedback, why else will I phone them? I was quickly told that another lady sent me an email and didn't I receive it, and did you check your spam folder, etc. They were obviously lying as I haven't received any emails. Pumzela said that she would ask Dayyanah to send the email again. I told them that I would wait for the email.

Half an hour later, I still haven't received any email. I mailed Pumzela and told her that I haven't received the mail yet from Dayyanah. I mean, if she sent it to me previously as they stated they have, how difficult would it be to just resend it? Suddenly they were unsure of my email address. At this stage I have probably sent them about ten emails and now they were unsure of my email address.

I phoned again and asked to speak to Pumzela. She was out. I asked to speak to Dayyanah. I told her that I have not received her mail. She was still unsure about my email address. Then I asked her to discuss the email with me as I want to sort out my order with them. She said that the termite damage is standard for the range. At that stage I told her that I would like to cancel my order. She said I must send an email to request a cancellation, which I then did.

On 9 June they sent me new packaging material. It arrived and I wrapped the table. On 15 June I contacted them to say that they can send the courier to collect the table. No reply, of course it's the day before a public holiday and anyone can understand that. On 17 June I sent a courtesy email just to remind them to collect the table. No answer. Today is 19 June, still I am yet to receive an answer from them as to when the table will be collected.

I sent them an email this morning to point to the fact that even though I cc'd in three of their customer care agents, Pumzela, Marrinette and Dayyanah, into the mail, not one of them bothered to send me a confirmation of receipt or simply a yay or a nay. No communication at all.

So, now, the table is still at my house, in the packaging and who knows when I will hear back from Cielo again. In the meantime they are holding back my refund and I am at the mercy of their incompetence.

If the true-life saga aboves sounds fun to you, do yourself a favour and buy from Cielo. If not, avoid them for everything you can't load into a small car.