1 reviews | Active since Jun 2016
Delivery that never happened and i ended up sleeping on the floor
I am writing to formally lodge a complaint regarding Cielo's failure to complete my mattress delivery as promised.
I placed my mattress order with Cielo on 28 September 2026. Today, your delivery team contacted me and confirmed that my mattress would arrive within approximately 25 minutes. I re**** on this representation and made the necessary arrangements. In particular, I had already given away my old mattress in anticipation of receiving the new one.
Despite the promised delivery timeframe, more than two hours passed without the mattress being delivered. When I contacted your team for an update, I spoke to Megan who was supposed to call me back after contacting the driver, but she herself didn't even bother to call me back. I later got an sms from the driver who informed me that the delivery could no longer proceed because another customer had allegedly delayed the delivery team for an extended period. And I asked him where am I supposed to sleep then ?? How is it my problem that they cannot manage their time??
This is unacceptable. Cielo provided me with a specific delivery timeframe and led me to believe that the mattress was on its way. I re**** on that information in good faith, and as a direct result of the failed delivery, I have been left without a mattress. Any delays or difficulties involving another customer should have been managed by Cielo and should not have resulted in my delivery being abandoned without adequate notice or an alternative arrangement.
Please treat this complaint as Urgent and I want my mattress delivered first thing tomorrow morning or my money refunded immediately. I will get myself a mattress from people that knows how to deliver!
Dear Zkhona,
We sincerely apologise for the frustration and inconvenience caused by the failed delivery of your mattress. We understand how distressing this situation must have been, especially being left without a mattress for the night.
We acknowledge that the communication regarding your delivery and the promised follow-up fell short of the service you should expect from Cielo. We understand that delays can occur, but keeping our customers informed and providing clear communication and alternative arrangements remain our responsibility.
Your feedback is taken seriously, and we regret that we let you down on this occasion. We appreciate you bringing this matter to our attention and apologise for the experience you have had.
Kind regards,
Cielo Customer Care Team
Dear Zkhona,
We sincerely apologise for the frustration and inconvenience caused by the failed delivery of your mattress. We understand how distressing this situation must have been, especially being left without a mattress for the night.
We acknowledge that the communication regarding your delivery and the promised follow-up fell short of the service you should expect from Cielo. We understand that delays can occur, but keeping our customers informed and providing clear communication and alternative arrangements remain our responsibility.
Your feedback is taken seriously, and we regret that we let you down on this occasion. We appreciate you bringing this matter to our attention and apologise for the experience you have had.
Kind regards,
Cielo Customer Care Team