Extremely poor customer service

As a repeat customer, I’m very disappointed at how Cielo has been handling a simple complaint, from trying to convince me that there’s nothing wrong with the patio furniture I bought, when there’s clearly a factory fault (supporting legs do not reach a level floor) - to telling me I must organise my own wrapping and packaging, or else wait 5-10 business days for them to send it! I don’t understand why the exchange unit isn’t brought to my house and this taken back at the same time.

They cannot confirm when their couriers can come to fetch the faulty patio set nor how long after that, they can deliver the replacement! Which is so frustrating because it’s the holidays for crying out loud. We donated our old patio furniture when we bought this set from Cielo. A decision I deeply regret.

At this rate, I have requested a refund, so we can take our business elsewhere. Again, no confirmation of when this can happen, only that it will take 10 - 14 days and only after the order is back in their warehouse! Something I have no control over.

Cielo's customer service is beyond disappointing. They also take long to respond which drags the process even more. I will not be buying anything from them ever again.