OVERALL HORRIBLE EXPERIENCE!!

I am incredibly frustrated and disappointed with my experience with Ceilo. I purchased a leather couch in April 2024, and by November 2024, the couch had already started sinking. This is not what I expect when paying for a high-quality, brand-new item. I immediately reported the issue in November, but since then, absolutely nothing has been done to resolve it. All that’s happened is that an inspector was sent to assess the couch, and they attempted to fix it. However, I clearly explained that a fix was not a solution – the couch is clearly faulty, and what I need is a replacement, not a patch job.

What’s even more frustrating is the complete lack of follow-up and customer service. I’ve tried reaching out to the call center multiple times, but I rarely get any feedback unless I follow up myself. I’m essentially left in the dark, constantly chasing updates. This is not the level of service I expect after spending full price on a brand-new item. I did not purchase a second-hand couch, nor do I want a couch that’s been "repaired" only 7 months after buying it.

What’s even more disappointing is that I live alone and the couch is used primarily by me – no kids, no pets, just a single person using it. The fact that this couch is sinking after such light use proves that it’s a defective product. I feel like I’ve been sold a faulty item, and now I’m being inconvenienced with repairs for something that is clearly not my fault. I shouldn’t have to deal with this issue after only a few months of use. At this point, I just want a replacement, not a constant back-and-forth with no resolution in sight.

This experience has been incredibly frustrating, and I will certainly be thinking twice before purchasing from Ceilo again. It’s extremely disappointing to pay good money for a product that turns out to be faulty, and even more disappointing that the company has done little to address the problem.