AH
Alvina H
1 reviews | Active since Dec 2024
02 Dec 2024, 09:12
Damaged 3 seater couch and unacceptable after sales service
I purchased a 3 seater (spice colour) leather Jagger couch on 20 Nov 2024. Delivery was on 28 Nov 2024. When I removed the packaging I saw there's a strip of cellotape (almost a meter in length) alongside the one side of the couch, pasted on top of the leather which left glue residue on the leather and because it is suede leather material, it is definitely damaged. I called the after sales department immediately. I spoke to a lady, I was asked to hold the line and she came back and advised me to take a microfiber cloth and hot soapy water and dab the glue to remove it!!!! Before I could respond the line cut and I was unable to get through after trying several times to call again. Cielo... how is that a staff member would advise a customer to clean a couch that arrived poorly packaged that was damaged due to glue residue on the material. I paid alot of money for that couch only to be told to clean it???
I messaged via WhatsApp.. A query was logged and I have been in contact and assisted by Lebogang Matebele since Thursday. She deserves a 5 star rating because she knows what customer service means.
The issue now is the replacement process is in progress however because of low/no stock availability I might have to wait till January 2025 for a couch replacement. There's a possibility that I now have to wait two months for a couch that is fully paid??? That I bought to have by Christmas. This is ridiculous and totally unacceptable.
Helpful (0)
Replies (7)0
Replies (7)
Cielo's replyOfficial
02 Dec 2024, 10:15Dear Alvina,
Thank you for sharing your experience, and we sincerely apologize for the issues you've encountered.
We fell short in delivering the level of service you deserve, especially regarding the damaged couch and the initial response from our team.
We understand your frustration, particularly with the advice you received and the inconvenience of waiting for a replacement.
Thank you for sharing your experience, and we sincerely apologize for the issues you've encountered.
We fell short in delivering the level of service you deserve, especially regarding the damaged couch and the initial response from our team.
We understand your frustration, particularly with the advice you received and the inconvenience of waiting for a replacement.
We're glad to hear that Lebogang was able to assist you effectively, and we appreciate her dedication to resolving the matter.
We will continue to work on ensuring that your replacement is processed as quickly as possible, and we’ll keep you updated on the availability of stock.
Kind Regards,
Customer Service Team
We will continue to work on ensuring that your replacement is processed as quickly as possible, and we’ll keep you updated on the availability of stock.
Kind Regards,
Customer Service Team
Cielo's reply02 Dec 2024, 10:15
Official
Dear Alvina,
Thank you for sharing your experience, and we sincerely apologize for the issues you've encountered.
We fell short in delivering the level of service you deserve, especially regarding the damaged couch and the initial response from our team.
We understand your frustration, particularly with the advice you received and the inconvenience of waiting for a replacement.
Thank you for sharing your experience, and we sincerely apologize for the issues you've encountered.
We fell short in delivering the level of service you deserve, especially regarding the damaged couch and the initial response from our team.
We understand your frustration, particularly with the advice you received and the inconvenience of waiting for a replacement.
We're glad to hear that Lebogang was able to assist you effectively, and we appreciate her dedication to resolving the matter.
We will continue to work on ensuring that your replacement is processed as quickly as possible, and we’ll keep you updated on the availability of stock.
Kind Regards,
Customer Service Team
We will continue to work on ensuring that your replacement is processed as quickly as possible, and we’ll keep you updated on the availability of stock.
Kind Regards,
Customer Service Team
AH
Alvina H's updateReviewer Update
02 Dec 2024, 10:24Thank you for your response to my complaint. If Cielo is unable to get me a replacement couch in two business days, I expect a full refund so I can purchase a couch elsewhere.
As for the advise from the customer service agent for me to clean the couch ... that is really beyond pathetic.
As for the advise from the customer service agent for me to clean the couch ... that is really beyond pathetic.
AH
Alvina H's update02 Dec 2024, 10:24
Reviewer Update
Thank you for your response to my complaint. If Cielo is unable to get me a replacement couch in two business days, I expect a full refund so I can purchase a couch elsewhere.
As for the advise from the customer service agent for me to clean the couch ... that is really beyond pathetic.
As for the advise from the customer service agent for me to clean the couch ... that is really beyond pathetic.
Cielo's replyOfficial
02 Dec 2024, 12:33Hi Alvina
As discussed telephonically, please note that we are in the process of arranging a same-day exchange whereby we will have the damaged order collected the same day as the delivery of the replacement order.
Thank you for your patience and understanding throughout this process.
Kind Regards,
Customer Service Team.
As discussed telephonically, please note that we are in the process of arranging a same-day exchange whereby we will have the damaged order collected the same day as the delivery of the replacement order.
Thank you for your patience and understanding throughout this process.
Kind Regards,
Customer Service Team.
Cielo's reply02 Dec 2024, 12:33
Official
Hi Alvina
As discussed telephonically, please note that we are in the process of arranging a same-day exchange whereby we will have the damaged order collected the same day as the delivery of the replacement order.
Thank you for your patience and understanding throughout this process.
Kind Regards,
Customer Service Team.
As discussed telephonically, please note that we are in the process of arranging a same-day exchange whereby we will have the damaged order collected the same day as the delivery of the replacement order.
Thank you for your patience and understanding throughout this process.
Kind Regards,
Customer Service Team.
AH
Alvina H's updateReviewer Update
02 Dec 2024, 12:59Thank you for the call and for resolving this matter. Much appreciated 👏
AH
Alvina H's update02 Dec 2024, 12:59
Reviewer Update
Thank you for the call and for resolving this matter. Much appreciated 👏
Cielo's replyOfficial
02 Dec 2024, 15:03You are most welcome Alvina,
We will be in touch telephonically and via email.
Kind Regards,
Customer Service Team.
We will be in touch telephonically and via email.
Kind Regards,
Customer Service Team.
Cielo's reply02 Dec 2024, 15:03
Official
You are most welcome Alvina,
We will be in touch telephonically and via email.
Kind Regards,
Customer Service Team.
We will be in touch telephonically and via email.
Kind Regards,
Customer Service Team.
AH
Alvina H's updateReviewer Update
11 Dec 2024, 14:14Hi Cielo
After a week the replacement couch final arrived. The exchange process is another story. The commitment from Cielo was to deliver and collect same day. Fri 6th Dec a courier arrived to collect. No one advised that the courier will come on this day. The guys didn't know what they were collecting and because it was a different courier than the courier that delivered the 1st couch, I didn't feel comfortable giving them the couch and off they went. Mon 9th Dec... same guys arrived to collect. I was advised of the courier company by this time however they were just there to collect and not exchange. I called Cielo after sales on Tuesday to get feedback about the exchange couch and the fact that the courier arrived to collect only.
Wed 11th Dec... couch finally arrives... I unwrap it to check it before signing delivery and guess what? Cellotape pasted on the leather....AGAIN... the very same reason why the first couch is being replaced. It has less glue residue on the leather.. but still not acceptable.
Quality control doesn't stop at the end of the production line but during handling and delivery of your final product as well.
Couch is replaced and I'm still as unhappy as I was with the 1st one. Damaged because of the glue residue and now I am stuck with do I wait till next year January for another replacement couch with the possibilit of it arriving damaged....or do you guys just refund me and I go elsewhere?
I moved into my house 2 months ago and I am busy furnishing it in time for the holiday season. Cielo kept their promise of finding a replacement couch but someone in packaging decided it's okay to stick cellotape over the leather instead of over the plastic which is there to protect the leather.
I'm left as disappointed as I was with the arrival of the 1st couch.
After a week the replacement couch final arrived. The exchange process is another story. The commitment from Cielo was to deliver and collect same day. Fri 6th Dec a courier arrived to collect. No one advised that the courier will come on this day. The guys didn't know what they were collecting and because it was a different courier than the courier that delivered the 1st couch, I didn't feel comfortable giving them the couch and off they went. Mon 9th Dec... same guys arrived to collect. I was advised of the courier company by this time however they were just there to collect and not exchange. I called Cielo after sales on Tuesday to get feedback about the exchange couch and the fact that the courier arrived to collect only.
Wed 11th Dec... couch finally arrives... I unwrap it to check it before signing delivery and guess what? Cellotape pasted on the leather....AGAIN... the very same reason why the first couch is being replaced. It has less glue residue on the leather.. but still not acceptable.
Quality control doesn't stop at the end of the production line but during handling and delivery of your final product as well.
Couch is replaced and I'm still as unhappy as I was with the 1st one. Damaged because of the glue residue and now I am stuck with do I wait till next year January for another replacement couch with the possibilit of it arriving damaged....or do you guys just refund me and I go elsewhere?
I moved into my house 2 months ago and I am busy furnishing it in time for the holiday season. Cielo kept their promise of finding a replacement couch but someone in packaging decided it's okay to stick cellotape over the leather instead of over the plastic which is there to protect the leather.
I'm left as disappointed as I was with the arrival of the 1st couch.
AH
Alvina H's update11 Dec 2024, 14:14
Reviewer Update
Hi Cielo
After a week the replacement couch final arrived. The exchange process is another story. The commitment from Cielo was to deliver and collect same day. Fri 6th Dec a courier arrived to collect. No one advised that the courier will come on this day. The guys didn't know what they were collecting and because it was a different courier than the courier that delivered the 1st couch, I didn't feel comfortable giving them the couch and off they went. Mon 9th Dec... same guys arrived to collect. I was advised of the courier company by this time however they were just there to collect and not exchange. I called Cielo after sales on Tuesday to get feedback about the exchange couch and the fact that the courier arrived to collect only.
Wed 11th Dec... couch finally arrives... I unwrap it to check it before signing delivery and guess what? Cellotape pasted on the leather....AGAIN... the very same reason why the first couch is being replaced. It has less glue residue on the leather.. but still not acceptable.
Quality control doesn't stop at the end of the production line but during handling and delivery of your final product as well.
Couch is replaced and I'm still as unhappy as I was with the 1st one. Damaged because of the glue residue and now I am stuck with do I wait till next year January for another replacement couch with the possibilit of it arriving damaged....or do you guys just refund me and I go elsewhere?
I moved into my house 2 months ago and I am busy furnishing it in time for the holiday season. Cielo kept their promise of finding a replacement couch but someone in packaging decided it's okay to stick cellotape over the leather instead of over the plastic which is there to protect the leather.
I'm left as disappointed as I was with the arrival of the 1st couch.
After a week the replacement couch final arrived. The exchange process is another story. The commitment from Cielo was to deliver and collect same day. Fri 6th Dec a courier arrived to collect. No one advised that the courier will come on this day. The guys didn't know what they were collecting and because it was a different courier than the courier that delivered the 1st couch, I didn't feel comfortable giving them the couch and off they went. Mon 9th Dec... same guys arrived to collect. I was advised of the courier company by this time however they were just there to collect and not exchange. I called Cielo after sales on Tuesday to get feedback about the exchange couch and the fact that the courier arrived to collect only.
Wed 11th Dec... couch finally arrives... I unwrap it to check it before signing delivery and guess what? Cellotape pasted on the leather....AGAIN... the very same reason why the first couch is being replaced. It has less glue residue on the leather.. but still not acceptable.
Quality control doesn't stop at the end of the production line but during handling and delivery of your final product as well.
Couch is replaced and I'm still as unhappy as I was with the 1st one. Damaged because of the glue residue and now I am stuck with do I wait till next year January for another replacement couch with the possibilit of it arriving damaged....or do you guys just refund me and I go elsewhere?
I moved into my house 2 months ago and I am busy furnishing it in time for the holiday season. Cielo kept their promise of finding a replacement couch but someone in packaging decided it's okay to stick cellotape over the leather instead of over the plastic which is there to protect the leather.
I'm left as disappointed as I was with the arrival of the 1st couch.
Cielo's replyOfficial
11 Dec 2024, 15:08Dear Alvina,
Thank you for bringing this to our attention.
We are sincerely sorry for the poor service you received from us and the challenges you faced with the courier.
This is truly not the service we strive to deliver.
Please anticipate a call from our senior manager to address your concerns and offer a solution, suitable to you.
Kind Regards,
Customer Service Team
Thank you for bringing this to our attention.
We are sincerely sorry for the poor service you received from us and the challenges you faced with the courier.
This is truly not the service we strive to deliver.
Please anticipate a call from our senior manager to address your concerns and offer a solution, suitable to you.
Kind Regards,
Customer Service Team
Cielo's reply11 Dec 2024, 15:08
Official
Dear Alvina,
Thank you for bringing this to our attention.
We are sincerely sorry for the poor service you received from us and the challenges you faced with the courier.
This is truly not the service we strive to deliver.
Please anticipate a call from our senior manager to address your concerns and offer a solution, suitable to you.
Kind Regards,
Customer Service Team
Thank you for bringing this to our attention.
We are sincerely sorry for the poor service you received from us and the challenges you faced with the courier.
This is truly not the service we strive to deliver.
Please anticipate a call from our senior manager to address your concerns and offer a solution, suitable to you.
Kind Regards,
Customer Service Team