The worst customer service I ever experienced!!!

Never in my life have I experienced such appalling customer service.

My husband and I bought a Corina bed in October 2023 from Cielo Stoneridge. When we bought the bed, we were told that headboard will only be delivered in 4 to 6 weeks, and the base in 7 to 14 days. The base got delivered in due time, and weeks went by the headboard is a no show. Not even a single call from the store to update us on our purchase.

In December, we phone the warehouse in Port Elizabeth to check on our delivery. The lady now tell us that this is a back order delivery and it should take up to 12 weeks for the order to be delivered and the Stonebridge Store should have updated us.

When we phone the store, Mpho, the Sales assistant has the nerve to tell us that they only received the email regarding the order the previous day, and they were planning to update us. A few days later, Mpho then tells us that their factory is out of fabric and they can only fulfil the order mid January 2024. She then goes on to offer us a ridiculous voucher of R200 for the inconvenience. We never felt so undermined, we even ask Mpho what will we purchase at Cielo for R200. She goes on and says a decor item that’s made out of cardboard. We just couldn’t believe the disrespect.

Fast forward to End of January 2024 and the order has still not been delivered with no communication from the store whatsoever. Tarah from Customer service get’s involved, and offers to assist with a better voucher to turn the situation around.

It’s now February and still no news on when the Headboard will be delivered. I decide to personally go to the store to find out what’s happening with the order. Marius, the store manager promises to do a follow up with the warehouse, gives me his business card and requests for me to forward him all the communication from Customer Service.

Guess what… I did all of that, sent the email the following day to him. He didn’t even bother phoning me or replying to the email to this day and just went on with his life.

Thursday the 15th of Feb 2024, the assistant manager calls me to advise that the headboard will be delivered by the end of the following week (which is the 23rd Feb). Finally, (I thought) I am going to get my headboard.

I email Tarah to say the store has phoned to say they will deliver the headboard and I will take the R750 voucher should they deliver as they promised. Well, the delivery didn’t happen on the 23rd.

Thursday the 29th, the headboard get’s delivered, which is a week late to what they promised. I wait for my husband to get back from work to open it. Lo and behold, this headboard is DAMAGED!

I phone the store and ask to speak to management, the guy who answers the call tells me that the store manager is on leave. So I ask for the assistant manager, he then says she is on training. I then ask, who is supervising the store? He says he will go call them. He comes back to the phone and I can hear now that I have been put on speaker, he tells me that the “supervisor” is on another call. I lose my mind and ask him to tell management to phone me back.

What makes me soo upset about this is that not a single person wants to take responsibility in this store. To think that their store management is so careless that they let a junior staff member handle a customer call/complaint and hide behind a phone speaker. It’s quite revolting!

Friday the 1st, I phone customer service to try and get hold of Tarah. They too tell me that Tarah is on another call, and I should leave a message. I ask the lady to ask Tarah to give me a call back as the product I received is damaged and referred her to my case number. She goes on to say she understands my frustration and Tarah will give me a call back.

It’s now Saturday the 2nd of March, and I haven’t heard from both the Stonebridge Store or Customer Service. I am starting to think that I was probably ****med in this store. I have never experienced such service in my entire existence.

I am now stuck with a damaged headboard and I cannot get hold of anyone from Cielo to come and pick up this damaged headboard! I am convinced that I was ****med!

Save your money! DO NOT PURCHASE FROM CIELO!