Non-existent aftercare service.

August 2022 I purchased 2 x Jagger Night Sky 3 seater couches.

Couch #1:

A month later i noticed both couches fabric was starting to fluff and some gatherings were happening at the bottoms (poor workmanship). I logged the complaint that the couches were fluffing extremely by October 2022. They were looking like an old 6 year old jersey but are meant to have a 40000 rub count. NOTE: No pets, 1 adult and 2 small kids in the house who use their play table way more than they use the couch. Occupants only home between 6pm - 6am. Couches are used at most 2-3 hours per day during the week. I feel its important to note that there was no excessive or abnormal use of the couches. After communications back and forth, sending pics and videos on 2 occassions eventually by MID-DECEMBER the return was processed. The new couch was delivered today, 21 JANUARY 2023. a whole 4 months after return complaint. AND THEY DELIVERED THE INCORRECT COUCH. I should have received a 3 seater Jagger Lead Leather couch as I did not trust the fabric couches anymore, I decided to pay in the difference and exchange for leather instead. They didn't deliver the Jagger, they delivered a Jayhawk Lead instead. Noticeably smaller than the Jagger and different in design. Definitely not what I paid for. It is appauling that a return has taken this long to process and absolutely shocking that on top of it all, they deliver the incorrect item.

Couch #2:

Unfortunately I had a small bleach accident on this one. They're saying the couch is now modified because of this. There has been no structural modification at all, there is a stain on the already flawed fluffing material. Cielo has clearly admitted the fluffing is covered by their warranty by processing the return of the first couch. Why say the second couch is modified when it's clearly not. The entire couch is fluffing which is a product defect covered by the Cielo warranty which they admit to by exchanging the 1st couch. I even offered to pay in a higher % in exchange for the leather couch due to the stain. They cannot even say that they cannot exchange because they re-use the fabric. This fluffing fabric cannot be re-used. It is a product defect. 4 months later and I still am trying to get to speak to senior management to address this issue.

Please could the correction of the incorrect couch being delivered not take another 4 months to correct.

Please could someone from senior management contact me regarding the second couch as clearly customer care is not able to get them to.

I have purchased multiple items from Cielo and am grateful that the other items are up to standard. Sadly, because of this experience, I will wait for these 2 issues to be sorted but will hereafter never purchase from Cielo again.

The aftercare service is non-existent and absolutely frustrating. So now to start the returns process all over again....