Couch delivered with manufacturing faults - Extremely Distressed - Poor Customer Care

Cielo Table Bay Mall Cape Town I am not happy with your service as it is disappointing and the service is extremely terrible and very frustrating and not worth the thousands of dollars I put into purchasing a couch from your store. The issue below has not been resolved.

Before buying everyone was nice to me until I complained about a manufacturing defect on the couch that is open nails underneath the recliner and scratched arm and your staff are now acting like I am a crazy person who does not know what I am talking about causing emotional stress and distress on me.

I purchased a recliner couch that was delivered with open nails underneath the recliner and including a scratched arm a manufacturing defect and I did not cause that. I send all the pictures of the issues with the couch to Cielo Customer services and they promised and the Sales Agent Janu agreed to fixing it and asked me to pay delivery fee of 450 rands plus packaging fee of 250 rands to send it back for fixing to Port Elizabeth.

FIRST DELIVERY Couch was collected by delivery company and send to Port Elizabeth but the couch was delivered back to me unfixed with the same issues I reported a scratch on the arm with nails still protruding underneath the recliner and nothing was fixed.

I rejected the delivery first time as nothing was fixed.

I informed customer services and they called me apologizing promising me a replacement that is a brand new couch the Customer Services Agent Siphokazi and I even have emails promising me a replacement. Even the Sales Agent Janu apologized promising Customer services will sort it out for me. I felt relieved and happy with that feedback.

SECOND DELIVERY The couch was not brand new as they had promised but instead it was the same couch with the nails were hit back in and left holes arm unfixed plus more damage on the leather its torn now.

Before they delivered it the second time the Customer Services Agent Camelle emailed that if I reject the delivery I will need to collect the couch myself at the Cape Town Warehouse. How do you give an ultimatum to me before even the couch is delivered for me to check if the things I reported were fixed and after paying extra money to get it fixed and after all you had promised a brand new one. The second delivery I noticed it is not the new couch promised and it was the same one with manufacturing defects. This second delivery it is like they just took a hammer and hit the nails back in so they do not protrude. The scratch on the arm remain unfixed. The leather is now torn an damaged due to several trips to and from Port Elizabeth.

The store do not care about the couch further damage due to transporting and when I try to explain this to Customer Services Camelle she now acts like I am crazy and just mention they will not fix the arm nor damaged leather nor the holes on the nails they claim to have fixed and I should just go and collect the damaged couch from their Cape Town Warehouse. After all these further damages the couch is incurring its not on me after they promised they will fix it.

I rejected the delivery for the second time.

I went to the meet with the Cielo Store Manager Danitia at Table Bay Mall with my sister on 10 June 2023 to explain the issues with the couch how it has got damaged during this process of trying to fix manufacturing defects. I explained to her that I just need a new couch as promised by Customers Services as the issues are related to manufacturing and the couch got damaged and torn during the several delivery trips to PE. I send her all the email correspondence with customer service where they promised a couch replacement plus pictures of the issues and how the couch went and came back unfixed. She promised that she will be my VOICE and escalate the issue further with the Senior Managers and promised me assistance that the issue will be resolved and I do not need to stress any further and she mentioned they strive high on quality and customer care as it’s a reputable shop, but nothing positive came out of it just more stress and distress as I have to explain and justify the above.

I also need the same high-quality service on this issue. As the issues I reported are manufacturing defects as your colleagues authorized and cleared and dispatched a couch with defects. A proper quality control check was not done and now I am suffering for someone who did not do their job properly. I called Danitia again asking for a refund as the couch issue was not resolved and she promised she will take it up again with Senior Managers and no solution came out of it.

Instead, Customer services Agent Camelle makes me feel like I do not know what I am saying when I try to explain my issue as I feel it is not resolved and keep referring me to go and collect the damaged couch at Cape Town Warehouse as they will neither give me a brand new one nor a refund.

Cielo you are not considering the couch was delivered the first time back to me unfixed and now the Customer service is not even considering that there was wear and tear on the couch during up and down delivery of the couch to Port Elizabeth and back to Cape Town and they did not fix it the very first time it was send for fixing. And it seems to be my fault now. After all the leather is even more torn and damaged now.

Now the staff just say I should collect the couch at the Cape Town Warehouse and it is disappointing service for something I have paid thousands of dollars for and refuse to give me my money back or a new couch.

I had trust and believed Cielo Table Bay Mall is more professional and reputable and would fix the couch as you promised , promised a brand new couch which they never delivered, and made me pay delivery fee and packaging fee and would do a great job as it is a reputable shop for a costly product not knowing I should have just found my own hammer hit the nails back in to prevent the distress I have encountered calling the Cielo staff constantly and being promised to get a new couch which was never delivered also wear and tear that is now on the leather and it is even more damaged now.

As the issue I reported are manufacturing defects due to your colleagues who authorized and cleared and dispatched a couch with defects. Now I am suffering for someone who did not do their job properly on the quality control check before dispatching to me after I paid for it.

I would have been happy if the fix was done properly and professionally without any further damage to the couch, now they say I must fork out extra money to go and fetch a damaged couch myself at their Cape Town warehouse. I am extremely disappointed and distressed about this issue as THIS ISSUE IS NOT YET RESOLVED.

Currently if I do not follow up no one contacts me. I called the Store Manager Danitia last week 4 July 2023 again following up without a resolution and I was referred to Camelle again as she left me in distress. I requested again to speak to the Customer Services Manager and she called when I was in distress about this issue and never called me back as of today 11 July 2023.

Cielo Senior Managers please hear me out as I am simply requesting for a COUCH REPLACEMENT/NEW ONE OR MY MONEY BACK as no one is willing to help me from Cielo.