1 reviews | Active since Jan 2017
Received damaged goods which Ceilo will not accept responsibility
Good day,
I received damaged goods from Cielo. The packaging was all in tact and sealed, I then unwrapped the products only to find the sofa is damaged, upon sending my request through to Cielo, Claire Koen, advised that i need to pay to courier the couch back to have them repaired.
I have received damaged goods, i do not see why i need to pay to get them fixed.
Please urgently sort this out as I will not accept damaged goods and be advised that I have agreed to T's and C's
Dear Enrico,
As a reputable furniture retailer, we have always taken responsibility for goods delivered damaged. We have never declined any claim relating to damaged goods submitted within the required time frame. Even your own claim was not dismissed despite the fact that it was only made 2 weeks after delivery. As you know we have been in communication with you on this matter. It is, however, a pity that you have elected to go to Hello Peter and make such inaccurate statements.
Kindly note however that as per our terms and conditions goods should be inspected upon or soon after delivery and any damages reported to us within two business days. We believe this to be reasonable, and it is in line with CPA provisions. You have also agreed to these terms when you placed your order through our website. Your order was delivered on the 11/06 and damages only reported two weeks later on 25/06. In good faith, however, we have nevertheless agreed to repair the couch at our cost (even though we do not need to do so due to the delay in reporting the damages). The only costs we have not offered to cover was the transport of the couch. This would normally be covered by us when the claim is made within the required period. You have not accepted this offer and it has since expired.
Please understand that we cannot leave the time frame for damages to be reported open for weeks. When we deliver goods they are no longer in our possession and we have no control over how it is handled. We are also unable to claim from our freight insurers when damages have been reported weeks after delivery.
We understand that you do not agree with these terms, unfortunately, as a business, we have to operate within the agreed terms of sale to be sustainable. You work for an institution yourself where similar terms are often enforced and for that reason, we hope our explanation will meet your understanding.
Sincerely
CIELO
Customer Care department on behalf of Cielo Management.
Dear Enrico,
As a reputable furniture retailer, we have always taken responsibility for goods delivered damaged. We have never declined any claim relating to damaged goods submitted within the required time frame. Even your own claim was not dismissed despite the fact that it was only made 2 weeks after delivery. As you know we have been in communication with you on this matter. It is, however, a pity that you have elected to go to Hello Peter and make such inaccurate statements.
Kindly note however that as per our terms and conditions goods should be inspected upon or soon after delivery and any damages reported to us within two business days. We believe this to be reasonable, and it is in line with CPA provisions. You have also agreed to these terms when you placed your order through our website. Your order was delivered on the 11/06 and damages only reported two weeks later on 25/06. In good faith, however, we have nevertheless agreed to repair the couch at our cost (even though we do not need to do so due to the delay in reporting the damages). The only costs we have not offered to cover was the transport of the couch. This would normally be covered by us when the claim is made within the required period. You have not accepted this offer and it has since expired.
Please understand that we cannot leave the time frame for damages to be reported open for weeks. When we deliver goods they are no longer in our possession and we have no control over how it is handled. We are also unable to claim from our freight insurers when damages have been reported weeks after delivery.
We understand that you do not agree with these terms, unfortunately, as a business, we have to operate within the agreed terms of sale to be sustainable. You work for an institution yourself where similar terms are often enforced and for that reason, we hope our explanation will meet your understanding.
Sincerely
CIELO
Customer Care department on behalf of Cielo Management.