The poorest service I have received in a long time. Case No 79890

The poorest service I have received in a long time. Case No 79890

Purchased a square table on the 22/11/2022, order is processed on the 23/11/2022, order is delivered on the 29/11/2022, I inspect the table it is damaged on all corners, I immediately log a service ticket on the 29/11/2022.

The reply:

Good day, Thank you for contacting Cielo Customer Care : I apologize for the inconvenience caused. Please allow me sometime to claim this from the couriers as this definitely happen in transit. I will revert back soon.

Radio Silence. I call. I receive the following email on the 01/12/2022

Good day, Please note I tried contacting you but I could not get a hold of you. Kindly be advised I have booked for your collection to be booked. Please ensure the item is packaged and sellotaped. I will proceed to send out a replacement once you advise the item is collected as the ETA for this table is 07 December 2022. I trust the above is in order.

I reply immediately saying the table is ready for collection as it was delivered.

Radio Silence, the 7th of December comes and goes, radio silence. I call every day to get a eta on collection of the damaged table and when the new one will be sent. Every day someone says they will phone me back with a update, no one has ever phoned me back.

On the Wednesday the 14th of December they finally collect the damaged table.... but still no new table, I phone again today the 19th of December 2022, and the agent says oh we did not even know they collect, I will investigate where your new table is and phone you back... still no phone call, but I did receive the following email:

Good morning Michael, I trust you are well. Please note we only had 1 of the table you would like and unfortunately it is damaged. This item is now discontinued. Kindly advise if you would like to exchange for another table worth R 13'999.00. I humbly apologies for this delay.

Like come again. I reply immediately, saying this is unacceptable and that I would like a refund of the entire amount including shipping, and this is the response that follows:

Good day, Please note I will have to wait for the item to arrive at the warehouse first and to be assessed. Please note refunds take 7-14 working dates after it has been submitted. Kindly be advised how you wish to proceed.

I mean seriously, what needs assessing, they got the photos agreed that the table is damaged and would send me a new one, but as soon as I asked for a refund, they give me this reply, seriously this has been the worst service ever. When I spoke to the agent, no she first needs to find out where the table is before they can refund the money, but she would escalate this to a manager.

I have left messages after messages for a manager to get back to me, do they no!!!

I just want my money back so that I can go buy a damn table that my family and I can sit at a table for Christmas, and not on the freaking floor, why doe everything need to be so damn complicated.