1 reviews | Active since Jun 2018
FALSELY IN STOCK
This business falsely advertised their products as available when they were out of stock. I purchased the items (not knowing they were out of stock), only to be told that the dining chairs will only be available a 2 months from the date of order. When trying to get my refund back they say it takes 2 weeks and I haven't even SEEN the product. DON'T TRUST THE WEBSITE!
Dear Angela,
Thank you for your feedback. Before we continue, a great big thank you for the flowers sent to your sales consultant. She really appreciated it.
We take every review seriously and investigate each query in order to address the complaints or concerns raised and to improve service on our side. Cielo is one of the top-rated retailers on Hello Peter, with far more positive reviews than negative reviews and it is important for us to keep our it this way.
First of all, we would like to start by apologising for any inconvenience caused. To address your comments regarding us falsely advertising goods to be in stock. Please know that this was not our intention at all. Our products not advertised as being 'in-stock' or not. While 99% of items are in stock, some products need to be custom made - hence the options of various fabric colours etc. Often items are in fact in-stock when advertised on the website, but with multiple channels selling from the same warehouse, (our retail stores, online store, third-party wholesale clients etc.) it, unfortunately, do happen that multiple orders are received on the same day for the same product which could result in us being unable to fulfil the order. When items will be out of stock for a considerable period of time we remove them completely from the website. The stock is only reserved on the system when payments clear fully, which means there are some grey areas and lapses between orders and stock updates.
As to the refund process. The maximum time it takes for a refund could be two weeks. However, in most cases – and especially where the refund is simple such as in your case, it happens quickly. This should have been more clearly explained to you instead of the default maximum period being communicated. We apologise for this.
Once again, apologies for the inconvenience caused. We really hope that you will buy from Cielo again in future.
Warm regards,
Cielo Customer Care on behalf of Senior Management.
Dear Angela,
Thank you for your feedback. Before we continue, a great big thank you for the flowers sent to your sales consultant. She really appreciated it.
We take every review seriously and investigate each query in order to address the complaints or concerns raised and to improve service on our side. Cielo is one of the top-rated retailers on Hello Peter, with far more positive reviews than negative reviews and it is important for us to keep our it this way.
First of all, we would like to start by apologising for any inconvenience caused. To address your comments regarding us falsely advertising goods to be in stock. Please know that this was not our intention at all. Our products not advertised as being 'in-stock' or not. While 99% of items are in stock, some products need to be custom made - hence the options of various fabric colours etc. Often items are in fact in-stock when advertised on the website, but with multiple channels selling from the same warehouse, (our retail stores, online store, third-party wholesale clients etc.) it, unfortunately, do happen that multiple orders are received on the same day for the same product which could result in us being unable to fulfil the order. When items will be out of stock for a considerable period of time we remove them completely from the website. The stock is only reserved on the system when payments clear fully, which means there are some grey areas and lapses between orders and stock updates.
As to the refund process. The maximum time it takes for a refund could be two weeks. However, in most cases – and especially where the refund is simple such as in your case, it happens quickly. This should have been more clearly explained to you instead of the default maximum period being communicated. We apologise for this.
Once again, apologies for the inconvenience caused. We really hope that you will buy from Cielo again in future.
Warm regards,
Cielo Customer Care on behalf of Senior Management.