MC
Martin C
1 reviews | Active since Apr 2025
07 Jan 2026, 08:30
Extremely poor service – still waiting for a refund
I purchased a rug from Cielo in May 2025. After months of waiting, I was only informed in November 2025 that the rug had been discontinued. I then immediately requested a refund.
It is now January 2026, and despite multiple follow-ups, I am still waiting for my refund. There has been no resolution and no clear communication on when the refund will be processed.
This level of service is unacceptable. Holding onto a customer’s money for months for a product that was never delivered, and then delaying the refund even further, shows a complete lack of urgency and accountability.
I would strongly caution others before purchasing from Cielo, as my experience has been frustrating and disappointing.
Helpful (0)
Replies (3)0
Replies (3)
Cielo's replyOfficial
07 Jan 2026, 11:28Dear Martin,
Thank you for your feedback.
We apologise for the frustration caused. Your matter has been escalated for urgent resolution, and our team will be in direct contact with you to confirm next steps.
Kind regards,
Customer Service Team
Thank you for your feedback.
We apologise for the frustration caused. Your matter has been escalated for urgent resolution, and our team will be in direct contact with you to confirm next steps.
Kind regards,
Customer Service Team
Cielo's reply07 Jan 2026, 11:28
Official
Dear Martin,
Thank you for your feedback.
We apologise for the frustration caused. Your matter has been escalated for urgent resolution, and our team will be in direct contact with you to confirm next steps.
Kind regards,
Customer Service Team
Thank you for your feedback.
We apologise for the frustration caused. Your matter has been escalated for urgent resolution, and our team will be in direct contact with you to confirm next steps.
Kind regards,
Customer Service Team
MC
Martin C's updateReviewer Update
25 Feb 2026, 13:44Excellent turnaround and customer care
After my initial complaint, Anna Vermaak personally contacted me to assist. She clearly explained that the funds were with Discovery Bank and not with Cielo, and that I would need to follow up with the bank directly.
Importantly, she did not just leave it there, she followed up several times to ensure that the matter was resolved and that my refund was processed.
Once the refund reflected, Cielo even sent me a gift to apologize for the inconvenience I experienced. That level of accountability and care truly stood out.
While the situation was frustrating initially, they ultimately stood by their service delivery and made a real effort to ease the inconvenience. I appreciate the way it was handled in the end.
After my initial complaint, Anna Vermaak personally contacted me to assist. She clearly explained that the funds were with Discovery Bank and not with Cielo, and that I would need to follow up with the bank directly.
Importantly, she did not just leave it there, she followed up several times to ensure that the matter was resolved and that my refund was processed.
Once the refund reflected, Cielo even sent me a gift to apologize for the inconvenience I experienced. That level of accountability and care truly stood out.
While the situation was frustrating initially, they ultimately stood by their service delivery and made a real effort to ease the inconvenience. I appreciate the way it was handled in the end.
MC
Martin C's update25 Feb 2026, 13:44
Reviewer Update
Excellent turnaround and customer care
After my initial complaint, Anna Vermaak personally contacted me to assist. She clearly explained that the funds were with Discovery Bank and not with Cielo, and that I would need to follow up with the bank directly.
Importantly, she did not just leave it there, she followed up several times to ensure that the matter was resolved and that my refund was processed.
Once the refund reflected, Cielo even sent me a gift to apologize for the inconvenience I experienced. That level of accountability and care truly stood out.
While the situation was frustrating initially, they ultimately stood by their service delivery and made a real effort to ease the inconvenience. I appreciate the way it was handled in the end.
After my initial complaint, Anna Vermaak personally contacted me to assist. She clearly explained that the funds were with Discovery Bank and not with Cielo, and that I would need to follow up with the bank directly.
Importantly, she did not just leave it there, she followed up several times to ensure that the matter was resolved and that my refund was processed.
Once the refund reflected, Cielo even sent me a gift to apologize for the inconvenience I experienced. That level of accountability and care truly stood out.
While the situation was frustrating initially, they ultimately stood by their service delivery and made a real effort to ease the inconvenience. I appreciate the way it was handled in the end.
Cielo's replyOfficial
25 Feb 2026, 15:12Good day Martin
Thank you for taking the time to share such detailed feedback about your experience.
We’re truly sorry for the initial frustration you experienced, but we’re very pleased to hear that Anna Vermaak stepped in personally to assist and provide clarity regarding the refund process. Transparency and accountability are extremely important to us, and it’s wonderful to know that her consistent follow-ups made a meaningful difference. We’re also glad that once the refund reflected, the additional gesture helped demonstrate our commitment to making things right.
Thank you for recognising the effort made to resolve the matter. Your appreciation means a great deal to us, and we’re grateful for the opportunity to restore your confidence in our service.
Kind Regards
Customer Service Teams
Thank you for taking the time to share such detailed feedback about your experience.
We’re truly sorry for the initial frustration you experienced, but we’re very pleased to hear that Anna Vermaak stepped in personally to assist and provide clarity regarding the refund process. Transparency and accountability are extremely important to us, and it’s wonderful to know that her consistent follow-ups made a meaningful difference. We’re also glad that once the refund reflected, the additional gesture helped demonstrate our commitment to making things right.
Thank you for recognising the effort made to resolve the matter. Your appreciation means a great deal to us, and we’re grateful for the opportunity to restore your confidence in our service.
Kind Regards
Customer Service Teams
Cielo's reply25 Feb 2026, 15:12
Official
Good day Martin
Thank you for taking the time to share such detailed feedback about your experience.
We’re truly sorry for the initial frustration you experienced, but we’re very pleased to hear that Anna Vermaak stepped in personally to assist and provide clarity regarding the refund process. Transparency and accountability are extremely important to us, and it’s wonderful to know that her consistent follow-ups made a meaningful difference. We’re also glad that once the refund reflected, the additional gesture helped demonstrate our commitment to making things right.
Thank you for recognising the effort made to resolve the matter. Your appreciation means a great deal to us, and we’re grateful for the opportunity to restore your confidence in our service.
Kind Regards
Customer Service Teams
Thank you for taking the time to share such detailed feedback about your experience.
We’re truly sorry for the initial frustration you experienced, but we’re very pleased to hear that Anna Vermaak stepped in personally to assist and provide clarity regarding the refund process. Transparency and accountability are extremely important to us, and it’s wonderful to know that her consistent follow-ups made a meaningful difference. We’re also glad that once the refund reflected, the additional gesture helped demonstrate our commitment to making things right.
Thank you for recognising the effort made to resolve the matter. Your appreciation means a great deal to us, and we’re grateful for the opportunity to restore your confidence in our service.
Kind Regards
Customer Service Teams