Poor Customer Service and Poor Quality Items

The service I received from Cielo customer service has been appalling.

I received a dual function bed together with a damaged mattress on 8 December 2021. I was unfortunately not able to unwrap my items upon its arrival as I was really unwell so a week later as soon as I was able to, I unwrapped my package to find that my mattress had a tear. I immediately contacted customer care on 15 December 2021, and was told to raise a ticket. I raised the ticket and awaited communication. I then received an email advising that my issue was escalated to management but also asking if the mattress was wrapped and ready to be collected. By this time, I had not completely recovered but I saw to it that the mattress was wrapped.

The agent dealing with my case was really not great at communicating with me. I first deduced this when I called in and was told that I would get a call back when she gets back to her desk. That did not happen so I called back again the next day. Again I was told management would need to take a decision of which I fully understood. I received my response on 22 December 2021, of which I believed to be an unfair one as the mattress came to me in a bad condition. The poor quality of the mattress did not allow for it to reach me without been damaged, imagine what would happen if a person actually slept on it?! Anyway, I mailed back immediately on 22 December 2021 only to find that I still have not received any response 2 weeks later. This makes me wonder, by not responding to customers, is there perhaps a hope that they will go away?