Slow customer service to resolve issues

I bought a wooden bank bed on 2023/09/20 and it had a chip. I told Cielo the next day and was told to take photos of the defective part. After few days I was told that there are no parts and they will swap the whole bed.

The bed have so many loose pieces that needs to be assembled, and Cielo does not provide such service. I called them to ask what if the bank bed breaks when still under warranty, if they will send someone to dissemble it. I was told by Bianca Camedie(Customer service). The customer should dissemble and park the bed for collection.

What they are asking a customer is almost impossible. It is not an easy task to assemble and dissemble their bank beds. Luckily for me, I noticed that a bed is broken before assembling it. It was going to be a mission and half if I noticed that afterwards.

I since asked for a refund and still waiting for the bed to be collected, which they then said the bed will be accessed and the refund will be processed if everything is in order.

The advise to customers buying from Cielo is that, Yes they have good quality furniture but their customer service is too slow. Stay away from any furniture that needs assembly because that's your problem.

I will feedback how long it took to process the refund.