Horrible Customer experience from Cielo Brooklyn.

To whom it may concern,

Unfortunately I do not have a lot good to say about my experience with Cielo.

We bought furniture to the Value of around R 22 000.00 from your Brooklyn store on Monday 10 August 2020.

That day we got the following feedback:

• The Harvey Dining chairs will be delivered the following week • The Volantis Bench will be delivered the following week • The Dining table will be delivered the first week of September

What transpired from there:

Delivery of the bench and chairs took place the following week:

• All the chairs were scratched and damaged. (Have pictures to send upon request) • The bench had a hole in it which was plugged with a random piece of wood. (Have pictures to send upon request)

I logged a complaint and I have since been dealing with Chante Hobbs in your PE after sales centre. (Chante is the ONLY reason I have not asked for a full refund yet. She is absolutely brilliant!!!)

The situation as it stands today:

• The Volantis bench has been swopped out and we are 100% happy with it. • 2 out of 3 chairs are correct. • The 3rd chair has been sent out with the wrong legs three times, we are waiting to swop it out again for the correct legs.

Now my real issue.

The Dining Room Table we ordered has still not arrived after it was promised that we can expect delivery 1st week of September.

The latest info we have is that the dining room table will only arrive in the 2nd week of October.

We have subsequently sold our old dining set as we needed to make space for the new one.

I requested a demo unit from your Linbro Park DC, this request was denied.

I then got feedback that Cielo will reward me with a voucher to the value of R 500.00 - I don’t believe there is anything in your store that costs R 500.00 and I surely do not want to order anything from Cielo ever again.

During this entire process the Brooklyn store has not taken the liberty to follow up with me once. I mailed the store manager and she took over a week to get back to me with feedback. Much easier for them do divert me to the after sales agents sitting behind a pc in PE.

Now the little good news. If it was not for Chanté Hobbs in your PE office, I would not have been this patient. In fact, I would have dumped all your furniture in the lobby of the Brooklyn store and demanded a refund.

But Chanté was the light in this very dark tunnel. She kept me up to date constantly and she went above and beyond to ensure she follows up on all my orders not only the ones that was escalated to her. Thank you Chanté for showing that someone in your company still actually cares about a customer. You are a freaking rockstar and you saved your company from a R 22 000.00 Credit. If you were working in my company I would have nominated you for a immediate promotion! Professional, consistent, friendly and full of integrity.

I sincerely hope you can sort out your issues, because it is clear that there is a number of staff in your company that either doesn’t care or don’t have a clue what they are doing.

Sincerely yours,

Jurgen de Jongh ***