Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #********* Defective Product and Forged Delivery Signature I ordered a bed frame from Castlery which arrived with missing parts and failed structurally within three months. The storage handle tore off, making the unit unusable and unsafe. Additionally, the delivery was falsely confirmed with a forged signature I was not present at the time of delivery.Despite providing documentation of the defect and forged delivery confirmation, Castlery only offered a $300 partial refund. I was forced to replace the bed out-of-pocket. Multiple attempts to resolve this through their support team and direct outreach to executive leadership have been ignored.I am requesting a full refund and formal acknowledgment of the forged delivery and product failure. I have evidence available including photos, email chains, and communications with the merchant and lending funder (Affirm).

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Thank you 

• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business advertises free shipping on the Internet, on their website, and in their marketing emails. I planned to order the ******* table which was over the required advertised amount to qualify for free shipping. At checkout, an additional $199 was added for shipping to my address. When I changed the zip code to a Spokane address the same thing happened. The item is shipped from *******. When I asked what locations receive free shipping I was not provided with a direct answer. Are all customers charged a shipping fee regardless of delivery location? The business is promoting free shipping but doesnt follow through.

  

  Business Response

  Date: 05/07/2025

  Dear BBB / *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconsistent information provided and frustration the customer experienced during the checkout process, especially after planning their purchase with the expectation of free shipping.
  
  Upon reviewing the customer's account, we see that they were looking to purchase the ******* Dining Table, with a ****** ads screenshot shared with us advertised as free shipping. However, during checkout, a delivery fee of $199 was applied for the zip code 83864.
  
  To clarify, our free shipping offer applies to orders with a subtotal of $1,399 or more (excluding optional service add-ons) and is available in selected cities. This information is outlined on our website here: **************************************************. To help customers determine eligibility, shipping fees are automatically calculated once a zip code is entered on any product page.
  
  In this case, the delivery fee was applied because the destination is considered remote or less accessible by our third-party carriers. Factors such as distance from our distribution centers or limited carrier availability in certain areas can affect shipping eligibility.
  
  We also want to acknowledge the previous communication the customer received regarding a $999 threshold. We apologize for that error and have flagged it internally to ensure greater consistency and accuracy in the information our support team provide moving forward.
  
  To help avoid similar issues in the future, were reviewing our current promotional materials to ensure they clearly communicate where complimentary shipping applies. We'll also continue to be in touch directly with the customer to have this fully resolved and address to their satisfaction.
  
  Once again, were truly sorry for the inconvenience this has caused and appreciate you bringing it to our attention. Feedback like this is invaluable in helping us improve the experience we provide to all our customers.
  
  Kind ************************************ Associate
  ********************

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. 
  

  The business agreed to modify their online sales and marketing materials to better clarify the free shipping requirements.

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to order a set (couch + ottoman). It clearly states it qualifies for the ongoing promotion 8% off on top of current sale that doesnt get reflected as I add it in the cart. I contacted their customer service but they reused to help. It does not say anything it doesnt qualify and under the description of that item it says its good for those promotions. I want to solve this issue to be able to purchase those items. In addition to that I referred a friend of mine who bought furniture from them but I didnt receive the credit. I purchased multiple items form this business before so Im surprised they are so hard ti deal with this time.

  

  Business Response

  Date: 04/17/2025

  Dear ******** / BBB,
  
  Thank you for taking the time to share this feedback with us. Were truly sorry that the customer has not received the level of support they deserve, and we sincerely apologize for the confusion and hassles caused.
  
  After reviewing the conversation, we can confirm that the information previously provided was not fully aligned with the way our promotion is intended to work. To clarify, the Living Room Add-On Bundle discount only applies when the sofa and ottoman are added to the cart separately, rather than as a pre-configured set. For full details, the promotion terms can be found here: *****************************************************.
  
  Additionally, we were unable to locate an order placed under the referred friends email address, which is necessary to process the referral bonus.
  
  To help resolve this, weve personally reached out and updated the customer to share the correct promotion steps and are working closely with them to ensure the discount is properly applied. We're also continuing to investigate the referral issue while waiting on additional details from the customer.
  
  We deeply regret the inconvenience this has caused and are grateful to the customer for their patience. Please rest assured that were actively working to improve internal processes and ensure our team is equipped with accurate, up-to-date product and promotion knowledge to better support our customers moving forward.

   

  Kind ********************************* Associate
  ********************

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because:
  
  Order 75828414272B0
  

  listinf clearly states it qualifies for 8% discount as you can see it in the screenshot. You cant advertise something and then refuse to follow your own promotion terms. 
  you can apply discounts to that order. 

  

  Business Response

  Date: 04/23/2025

  Dear ******** / BBB,
  
  Were more than happy to help clarify any additional questions regarding this matter. Our team has been in touch with the customer following the complaint and has shared the correct details on how the Add-On Bundle promotion works.
   
  In the email, we explained that the discount is applied when the ottoman (or another eligible item) is added separately to the cart, rather than included as part of a pre-set sofa. After receiving this clarification, the customer informed us that she had placed a new order for the sofa set without the Add-On promotion.
   
  Based on this, we believe she opted for the sofa set due to the lower final price it offered, rather than purchasing the items separately to receive the 8% Living Room Add-On discount.
   
  To recap, the 8% discount applies when an eligible item such as an ottoman, coffee table, armchair, sideboard, or TV stand is added in addition to the main sofa purchase, not as part of a predefined set. This is also outlined in the terms and conditions of the promotion. Weve reattached a screenshot showing how the promotion appears when items are added individually versus as a set, which we hope helps make everything a little clearer.
   
  We truly appreciate the customers understanding and thank her for working with us. At Castlery, were committed to creating a smooth, transparent, and positive shopping experience for everyone.
  
  Kind ************************************ Associate
  ********************

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Try 2 place order site said item ready end March.Called & asked can i choose delivery date told yes.Placd order for 4/11.3/8 Hub at house, me at work.Castlery said have pay storage $ to hold to 4/11.I argued Co agreed no fee.Told be notified ***** hrs advance of the dlvry wndw.4/10 612 pm still no word from ******* email after 6pm not ***** hrs advance like I was told, from Hub dlvry 12-4 4/11.Have proof of this.4/11 1110 am Hub clld said on way i not home, told me to reschedule.Asked Castlery to cx because not available again till 6/19 for delivery.Told 20% restock fee to cx see ***************************** from Hub TELLING now schld for 4/14, i cant, have ask off work 45 days advance.Tried call Hub.On hold 20 min hung up. happnd 4/5 times on hold to reach Hub @ # they gave me, never answerd.Clld Castlery &was told could not help Hub plans own schedule.Then got mail Wed be more than happy to waive the redelivery fee if youre open to receiving the order on a new date.Not told of redelivery fee.Was home time Hub told me to be.Had i know B4 placing order delivery not my control i not order, job not *********** 445 4/11 told by castlery We would like to kindly inform you that the carrier is expected to reach out to you approximately 20 to 30 minutes prior to their arrival they are currently in your vicinity and on their way to you. Additionally, if you wish, you have the option to request the carrier to see if it is possible for them to arrive earlier than originally scheduled.Not home as now 445 pm & again Hub not answer phone.Want to cx spent ~8 hrs back/forth w/castlery. on 4/11 from 409pm to 609pm is example.Solution was 100 cr on nxt purchase or cx& pay 20% fee.I cant spend anymore time on this & believe scenario will happen again.Need cancel & full refund.Companys fault not mine, both have not done what said would do from time order placed till 4/11 fiasco.Castlery was deceitful from beginning.

  

  Business Response

  Date: 04/14/2025

  Hi BBB, 
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration this experience has caused, and we appreciate the opportunity to address your concerns.
  
  Upon reviewing the account, we noted that the original order included the Brighton Oval Dining Table with four ****** Chairs, and the Remi Sofa with Ottoman in Ebony. On February 21, the customer contacted us to cancel the dining table and chairs, and we processed a refund of $1,605.55 on February 27. The remaining item, the Remi Sofa with Ottoman, is listed as a clearance item. At the time of the call, our representative explained that clearance items are final sale and cannot be canceled or refunded. The customer acknowledged and agreed to proceed with the item under these terms.
  
  The estimated delivery timeframe for the Remi Sofa with Ottoman was March 28 April 4. This timeframe is an estimate, and once stock becomes available, we promptly allocate it and begin the dispatch process. We also notify the customer of each key milestone via email. For this order, the An Update For You! email was sent on February 26 to indicate that the order was being prepared for transfer to our delivery partner. This was followed by the Its on its way email sent on March 3, confirming that the item had been handed off to the carrier. From there, the carrier typically contacts the customer within 510 business days to schedule final delivery.
  
  The customer later requested delivery to be scheduled for April 11. As the item had already reached the carrier, we advised that a storage fee may apply. However, this was waived as a goodwill gesture, and we proceeded to coordinate delivery for the requested date.
  
  On April 11, the customer was unavailable to receive the delivery and expressed concern that the promised 2448-hour notice was not provided. We understand how frustrating this must have been and regret the miscommunication. While we rely on our third-party carrier to manage delivery schedules and notifications, we recognize this did not meet expectations.
  
  The customer has since requested to cancel the order without the 20% restocking fee. As stated in our terms, this fee applies to cover the handling and processing of returned items, especially for final sale products. That said, we are currently reaching out to the customer to offer a redelivery without any additional charges if a new delivery window can be provided. Were more than happy to assist in coordinating this with our logistics partner.
  
  Once again, were sorry for the experience and appreciate the customers patience throughout. We remain committed to resolving this and improving our processes to ensure a better experience going forward.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a set of sofas with white glove service, which is assembling the sofa set, from this company in later February 2025. 1. They delivered a set of previously opened, likely being returned by customers, to us. In the assembling process, the technicians found this sofa set had multiple hardware and modules missing. 2. We had to call/email them numerous times to work on these. The problems were not solved until Apr 5th, 2025 when the final assembly happened. For more than one month, the sofa modules have been spread across the rooms. It was during this time, we found the sofa modules were not new, and there were stains on the sofa pads. 3. The delivery team only told me that some hardware was missing and told me to sign a document. Later, the company told me that I accepted the delivery so it was my problem. Firstly, nobody told me to check the components. Secondly but not lastly, regardless I signed or not, the company should not send a non-new product to us.

  

  Business Response

  Date: 04/09/2025

  Dear Better Business Bureau (BBB),
  
  Thank you for bringing this matter to our attention. We sincerely appreciate the opportunity to address the concerns raised by our customer.
  
  Upon reviewing the customers account, we have confirmed that the customer experienced issues with the delivery and assembly of their ***************** Sectional Sofa. The delivery team was unable to complete the assembly due to missing hardware, and unfortunately, communication regarding the missing parts was unclear, leading to confusion. Additionally, the Sofa Armrest Table in Natural was not delivered as expected, and the delivery team failed to explain which items were being delivered and which were missing. This lack of clarity added to the frustration and impacted the customer's overall experience.
  
  To resolve the matter, we promptly arranged a replacement for the Sofa Armrest Table in Natural, which has been delivered. We can confirm that the sofa was brand new; however, the staining may have occurred during packaging, as the furniture pieces were packed together. We also offered a replacement cover for the sofa, which the customer accepted. Additionally, a $100 partial refund was offered as a gesture of goodwill, though the customer chose not to accept this refund. Moving forward, we are taking steps to ensure that future deliveries and communications are more streamlined and transparent, preventing such issues from arising again.
  
  We are now reaching out to the customer to offer a 20% partial refund on the ***************** Sectional Sofa as a token of appreciation for their patience and understanding throughout this process.
  
  We sincerely apologize for the inconvenience and frustration caused by this experience. We greatly value our customers feedback and are dedicated to learning from this situation to improve our service. We are committed to enhancing our processes to ensure that future customers receive the level of service they expect and deserve.
  
  If the customer requires further assistance, we are more than happy to help and continue providing support as needed. Thank you for your understanding and for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a large Farro floor mirror from Castlery. It arrived damaged with cracks and looked to have been poorly repaired with epoxy in some places. I immediately contacted the Castlery and provided photos, telling them that I want a refund and inquiring when they would come to pick up the mirror or if they want me to dispose of it. I told them well in advance that I will be traveling later in the week and cannot coordinate pick up while I am gone if they continue to delay in their responses. Despite this, they have not provided me a refund or instructions for picking up their mirror almost 1 week later despite multiple calls, texts, and emails from me.

  

  Business Response

  Date: 04/01/2025

  Hi BBB,
  
  Thank you for bringing this to our attention.
  
  Upon reviewing the case, the customer reached out on March 27 to report that the Faro Floor Mirror was delivered with cracks, with an apparent attempt to fill them using epoxy. We requested images for assessment, and after reviewing the issue, we responded on March 29 with an offer of a 25% partial refund if they chose to keep the item.
  
  The customer declined this offer and instead requested a return and full refund. In response, we are honoring the customer's request and are preparing to proceed with the return. Today, we sent a scheduling link to coordinate with our third-party liquidator, allowing the customer to choose a pickup time based on their preferences. We understand they are traveling, so they can proceed with the return once they return. Once the item is picked up, the refund will be processed and reflected on their card within 7 business days. We have emailed this information to the customer as well today.
  
  Please let us know if you need any further clarification.
  

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this product on January 23rd, its been 2 months and additional delivery charges paid to have Castlery and the furniture is still not delivered. This companys poor practice and choice in a cheap courier has caused so many headaches and additional fees to not have the furniture delivered. The company representatives has threatened to cancel my order and deduct 20% of my order thats over $5000 as restocking fee all because they couldnt fulfill their end of the bargain by delivering the furniture. Do not do business with this company if you can avoid, youll have a better experience with ********.

  

  Business Response

  Date: 03/20/2025

  Hi BBB,
  
  Thank you for bringing this to our attention. We take customer feedback seriously and appreciate the opportunity to clarify the situation.
  
  The customer placed their order on January 23, 2025, and the initial delivery was scheduled for February 18, 2025. However, when our carrier arrived, the customer was unavailable to receive the delivery, requiring a reschedule. The customer did not reach out to coordinate a new delivery date, which resulted in additional delays. Once they contacted us again, we advised them to reschedule with the carrier directly, as the items were already in transit. At this point, we also informed them of a redelivery fee, which we later partially waived as a goodwill gesture.
  
  A second delivery attempt was scheduled for March 11, 2025, but the carrier was only able to reach the customer in the evening. As the customer preferred a morning delivery, the reschedule resulted in an attempted delivery fee, which we waived as a courtesy. When arranging the third delivery attempt, we again advised about the redelivery fee, but the customer chose to cancel instead.
  
  As per our policy, returns and cancellations are subject to a 20% restocking fee. When we informed the customer of this, they expressed dissatisfaction. To find a fair resolution, we are now offering two options:
  
  1. If the customer would like to proceed with the delivery, we are happy to waive the redelivery fee.
  2. If the customer still prefers to cancel, we can waive half of the restocking fee and process the return accordingly.
  
  Our team remains committed to assisting the customer and finding the best possible resolution. We appreciate the opportunity to address this matter and will proceed based on the customers preference.

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because:
  

  Castlery has communication issues with their courier of choice and chooses to put the blame on the customer. I have reached out to both the courier and Castlery for a reschedule after the first failed delivery attempt. I have cooperated with their 2nd delivery attempt by paying for a partial delivery fee they unwillingly imposed on me. Now theyre imposing another delivery fee on me and forcing me to accept an earlier delivery date or threaten to cancel my order and deduct 20% of the amount for refunding me.
  I should not and will not be paying a restocking fee to cancel an order which I never received as they failed to communicate with their courier they chose to partner with. This company is shady 

  Customer Answer

  Date: 03/20/2025

  I no longer want this item, they have communication issues between their courier and customer. I want a FULL REFUND and NO DEDUCTIONS for re-stocking fee. 

  

  Business Response

  Date: 03/20/2025

  Hi BBB,
  
  We appreciate the customers response and understand their concerns. We sincerely regret any frustration they have experienced and would like to provide further clarification regarding our policies. 
  
  Please note that a restocking fee of 20% is applied to cover the costs of processing and handling returned items. This includes shipping the item back to our warehouse and/or one of our partners. We take pride in ensuring that returned items find new homes whenever possibleafter a thorough review, we may choose to donate or resell the item to a trusted third-party partner. This approach helps reduce waste while ensuring responsible redistribution.
  
  We acknowledge the customer's request for a full refund and are currently reviewing this matter internally to determine if an exception can be made. Our team will follow up with the customer directly once our review is complete.
  
  We remain committed to resolving this issue as fairly as possible and appreciate the opportunity to address the concern. Please let us know if any further clarification is required.

  Customer Answer

  Date: 03/21/2025

   I am rejecting this response because:
  I want a FULL REFUND, not a partial refund. This company has communication issues with their courier and customers. I've been blamed for their errors and miscommunications and who knows how long it'll be again before they mess up another delivery. 

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $568.58 for replacement covers and a replacement cushion chaise, part J. I waited 4 months for delivery and was sent the incorrect order. I notified Castlery on 2/15/25, and they acknowledged the error. The order was missing cushion part J which is the cushion to the chaise. I cannot use the sofa without the cushion. Since 2/15/25, I have received four emails stating they are looking into it and will get back with me. As of 2/22, they have stopped responding. I want the missing part shipped and a tracking number provided. Either that or I want the entire amount refunded so that I can have a custom cushion made by another manufacturer.

  

  Business Response

  Date: 02/25/2025

  Dear BBB/ *******, 
  
  Thank you for reaching out and giving us the chance to make this right. Were truly sorry that your order arrived incomplete, especially after the long wait for your special customization. Thats certainly not the experience we wanted for you.
  
  After reviewing the details, we found that the initial order was placed without the inner cushion for the lounge, including only the cushion covers. We sincerely regret this oversight on our part and completely understand how frustrating it must have been to wait, only to realize a key piece was missing.
  
  To resolve this, weve placed an order with our supplier for the inner cushion. Since this is a made-to-order item with no ready stock, the estimated delivery timeline is 1213 weeks. We know this isnt ideal, and to acknowledge the additional wait, our team is actively reviewing a compensation plan that better reflects your experience.
  
  We completely understand that your couch isnt fully functional without this cushion, and you deserve for this to be handled with greater care moving forward. Well be keeping in close contact via email to go over the details of the compensation. In the meantime, we truly appreciate your patience and understanding as we work to make things right.
  
  Kind Regards,
  Hana
  Customer Experience Specialist 
  ********************

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it so long as they follow through and I receive the missing item. 

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Castlery **** due to their unacceptable customer service, lack of transparency, and failure to issue a proper refund for a bad product they sent **** purchased the Seb Dining Table Set, 71" with 4 Wooden Chairs from Castlery **** on February 1, 2025. Upon receiving the item, I immediately noticed that it was defective. I contacted the companys customer service team, expecting a fair resolution. However, instead of acknowledging the issue and taking responsibility, they insisted that the product was acceptable and refused to offer a proper remedy.After continued discussions, the company agreed to a return but stated that I will be charged a 10% restocking fee, even though the defect was not my fault. Despite my attempts to get clarification regarding the refund amount and the pickup date for the return, their representative, Amirul, has failed to provide the necessary details. The company has been unresponsive, causing unnecessary delays and frustration.I find it highly concerning that Castlery **** is withholding key information regarding my refund. Their handling of this matter appears deceptive and unprofessional, which raises serious concerns about their business practices. If a company sells defective products and refuses to take full responsibility, this can be considered a deceptive business practice bordering on fraud.I demand that Castlery **** immediately provide a full refund, excluding only the agreed-upon 10% restocking fee, and arrange for the timely pickup of the defective item. If this matter is not resolved promptly, I will consider taking further legal action. I urge the Better Business Bureau to investigate this company's practices to prevent other customers from experiencing similar issues.Sincerely,**** ******

  

  Business Response

  Date: 02/25/2025

  Dear BBB/ Shutka,
  
  Thank you so much for bringing this to our attention, and for giving us the chance to make things right. We sincerely apologize for the experience you've had and for not providing the level of support you deserve.
  
  After reviewing the case, we noticed the minor imperfections on the Seb chairs, which went beyond the intended finishing. We regret that this was not identified earlier and that our initial focus was solely on the intended finishing.
  
  To resolve the matter, weve issued a full refund for the affected chairs. In addition, **** applied a 10% restocking fee for the table, as we understand you wanted to return the entire set despite only the chairs being impacted. This 10% fee is a special goodwill gesture, as we typically apply a 20% fee for returns that don't involve quality issues. Both the return and refund have been successfully processed.

  Once again, we deeply apologize for the inconvenience this has caused and for the lack of clarity around the refund amount when it was first requested. This incident has highlighted areas where we can improve, particularly in terms of transparency and response times. While it took longer than expected to resolve, we truly appreciate your patience and understanding throughout the process.

   

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 2 Dec 2024 Amount of money paid to business: $3,663.65 What the business committed to provide: i bought a sofa from Castlery on their website. They committed to delivering a sofa to my home address in one piece with no damage to my property What the nature of the dispute is: On 23 Dec 2024, Castlery's 3rd party logistics partner. GigaCloud, delivered my sofa (which came in 4 very large boxes). In the delivery process, damage was inflicted on my property where the outside light fixture broke and is no longer functioning (see pictures attached). Whether or not the business has tried to resolve the problem: I filed a complaint with the company immediately on 23 Dec 2024 and provided an explanation and pictures of what happened. Until today, the company has not progressed the claim and keeps asking me to reach out to ********* myself. I am attaching the email correspondence between myself and the company relating to my claim.

  

  Business Response

  Date: 01/08/2025

  Dear ********, 
  
  Thank you for sharing your experience with us and for giving us the opportunity to make things right. We'd like to sincerely apologize for the prolonged time taken in addressing the concern regarding the property damage.
  
  Typically, the courier will reach out directly to customers to discuss any reimbursement plans for property damage that occurs during delivery. While this is a matter typically handled by the courier, we completely understand why you would expect Castlery to take responsibility in liaising with them and ensuring this is followed through, as it involves our courier partner and is part of the overall ordering experience.
  
  To help move things forward and avoid any further delays, our team has proposed a reimbursement directly from our side while we continue to work on your behalf with the courier. We want to assure you that we are committed to making this right for you and appreciate your understanding as we work together to bring this to a resolution.
  
  Once again, we apologize for the less than ideal experience provided thus far. We are committed to seeing this through until we can have this resolved to your satisfaction. 
  

  Customer Answer

  Date: 01/15/2025

   I am rejecting this response because: the company has not reverted with a reasonable proposal
  
  
  

  

  Business Response

  Date: 01/15/2025

  Dear ********,
  
  We sincerely appreciate your patience as we took the time to review this matter further with our team and the courier partner.
  
  After discussing the situation with the courier, they informed us that the reimbursement request was declined because the proof of delivery form was signed without noting any damage, indicating that all home facilities were intact at the time of delivery. As a result, theyre unable to proceed with reimbursement.
  
  This policy also is outlined in our terms and conditions, which state that any damages not noted on the proof of delivery form prior to signing will unfortunately prevent us from authorizing damage claims once the driver has departed.
  
  That said, we completely understand how disappointing this experience has been for you. While were unable to cover the full $500 repair cost, wed like to assist by offering to cover half of the amount as a gesture of goodwill. Weve also shared this offer with you via email for your convenience.
  
  Once again, we truly appreciate your understanding and cooperation as we work together to resolve this matter. Please let us know if this arrangement works for you, and well proceed with the necessary steps right away.
  
  

  Customer Answer

  Date: 01/22/2025

   I am rejecting this response because:
  Although i agree with the amount they are compensating, they sent me an indemnity form to sign which bars me from writing any reviews on the product on social media which is excessive. I am waiting on the company to come back to me with an amended indemnity form