Reviews

Review Details

• Review fromRebeca M

  Date: 06/09/2025

  1 star
  Avoid at All Costs Due to Incompetence, Delays, and Refund Obstruction I strongly advise against ordering from Castlery based on my deeply frustrating experience with this company. From top to bottom, their operations reflect systemic incompetence and disregard for customers.I placed an order several weeks ago, and while they had no trouble processing my payment right away, the product never arrived. Every time I contacted their customer service, I was met with the same canned excuse: Were checking with the delivery company. After hearing that line repeatedly with no action, I reached out to the delivery company myselfonly to learn they never even received the item. The problem clearly lies with Castlerys own internal logistics, not the carrier.Despite escalating the issue to multiple managers, I received vague, heavily scripted responsessometimes after days of silence. I formally requested a cancellation and refund on multiple occasions, all of which were completely ignored. Instead of addressing the issue, Castlery chose to stall with empty apologies and absolutely no resolution.This isnt just poor serviceits a complete failure of responsibility at every level:No product delivered No shipping confirmation No refund issued, despite multiple formal requests No accountability or meaningful communication Even worse, the customer service experience was painfully inefficient. Language barriers and outsourced support made every interaction more difficult and less ************* this point, Castlery has not only failed to deliver what I paid forthey are effectively holding my money while doing nothing to resolve the issue. This behavior borders on fraudulent.Bottom line: Do not trust Castlery with your money. Their business practices are deceptive, their logistics are broken, and their customer service is a black hole of scripted responses and delays.
  

  Castlery, Inc.

  Date: 06/11/2025

  Hi ******/ BBB, 
  
  Thank you so much for taking the time to share your feedback on both your order experience and the support you received from our team. We're really sorry this didnt go as smoothly as it should have, and that it took quite a bit of back-and-forth to get things sorted out.
  
  We take full responsibility for the delay, which stemmed from a mix-up in stock allocation on our end. We understand how frustrating this must have been, and we deeply regret the frustration caused. The delay was further extended as we needed to coordinate closely with our courier partner to ensure we had a complete and accurate understanding of the situation before proceeding.
  
  To prevent any further delays, we proceeded with the cancellation and issued a full refund as requested on June 10. While the refund has been processed on our end, it may take ******************************* the original payment method, which also has been communicated with the customer.
  
  We acknowledge that theres room for improvement, particularly in how we communicate and coordinate during such cases. Please be assured that we are actively working on tightening our internal processes to ensure a more seamless experience moving forward.
  
  We sincerely apologize for the disruption this has caused and truly appreciate your patience throughout.

   

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

  
  

• Review fromMichael S

  Date: 05/31/2025

  1 star
  I purchased the ****** sofa less than a year ago, and Im very disappointed with the quality. The fabric pills constantly, and even plain water leaves a stain. While the sofa has removable covers, the fabric is not a performance material, so stains dont come out easily, and it looks duller after every wash.I had read mixed reviews before buying, but I liked the design so much that I decided to take the riskand even purchased the extended warranty they offered. I recently moved, and my new living room has much more natural light. Thats when I noticed stains I hadnt seen before due to the previous lighting and placement of the sofa. I washed the covers according to the manufacturers instructions, but not only did the stains remain, the fabric now looks even more worn.Ive never had this kind of issue before. Ive owned a white sofa from Macys for the past five years in my media room, and every time I wash those covers, they look like new.I finally filed a claim through the protection plan, and it was declined on the grounds that it wasnt a single event. I then contacted Castlery directly, since Im still within the one-year ownership window, expecting some resolution. Their response: I regret to inform you that the stains present on your sofa fall outside the scope of coverage offered by the protection plan.However, this is how the protection plan is advertised:What does the extended protection plan cover? All stains & spills Accidental rips & tears, seam separation Damage from liquid marks & rings Chipped, dented & scratched surfaces *********** marks This has been the worst customer service experience Ive had. The warranty coverage is misleading, and to make matters worse, they even deleted my last review. I strongly advise against purchasing from this company. I ignored some of the warning signsand now I regret it.
  

  Castlery, Inc.

  Date: 06/02/2025

  Hi BBB/ ******, 

  Thank you for sharing the experience, and were truly sorry to hear about the difficulties the customer has encountered with both the sofas maintenance and the extended warranty claim.
  
  After reviewing the case, we see that the sofa is currently outside of our 1-year limited warranty period. Additionally, the issue falls outside of the coverage defined in our warranty, which can be found here: **************************************************. For proper care to prevent any fading or discoloration, we recommend avoiding prolonged exposure to direct sunlight, keeping the sofa away from heat sources, and following the washing instructions (cold water, low heat tumble dry). These details are also available under our product care section on the website.
  
  We understand that the extended Mulberry warranty was purchased with the expectation that stains would be covered. We seek your kind understanding that the terms and conditions of this warranty are under Mulberry's jurisdiction, and we are unfortunately unable to override their decisions. For transparency, weve also included the full contract on our website and can also be found here: **********************************************************
  
  While we strongly suggest reaching out to ******** directly for clarification on the claim, we'd like to assure that we are actively in touch with the customer and will continue working together to resolve this to their satisfaction.
  
  We deeply apologize for the frustration this has caused and truly appreciate the customer's patience and understanding throughout the process.

   

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

• Review fromJustin W

  Date: 08/08/2024

  1 star
  I am writing this review to express my deep dissatisfaction with Castlerys services.I placed an order totaling to around $8k on July 11, 2024. Castlery partners with ********* (HG) for deliveries, which is a customer service nightmare due to a lack of coordination between the two companies. HG reached out to me to coordinate delivery. Once I received a date that worked for my schedule, I both confirmed and received proof of my delivery window. HG failed to deliver my furniture, and did not even bother to notify me they would not fulfill their original commitment. Additionally, the delivery window was outside of the logistics work hours, so I was unable to get ahold of a representative. I had no option other than to wait for the next day when I was notified by a robot (impossible to reach a human) that my delivery would be completed that day. Once again HG/Castlery failed to respect my time enough to even notify me that my delivery would not be completed. I attempted to call HG multiple times, but the furthest I was able to get initially was leaving a voicemail and hoping for a call back from a representative. Eventually, I was able to get ahold of someone on the live chat service and they left a note for logistics to coordinate another delivery of my furniture. I once again took time out of my busy work and personal schedule to be available for this guaranteed delivery window, but still they failed to complete this delivery or provide notification. I even received a call saying my shipment was on the way, but still encountered a no-call no-show. I reached out to Castlery to have the issue resolved ASAP and request compensation for the major inconvenience. I expressed how I spent a premium on the service, lost valuable time and money making myself available for these times, and was disrespected by their poor business practices. They have ignored my request 3 separate occasions, and still have not provided any true solution to delivering my furniture.
  

  Castlery, Inc.

  Date: 08/11/2024

  Hey ******, We're deeply sorry to hear about the frustration and inconvenience you've experienced with your order. We understand how disappointing it must be to face repeated issues with your delivery, especially after spending a significant amount on our products. This is certainly not the level of service we aim to provide.We want to assure you that we are taking your concerns very seriously. Our team is actively investigating the situation with our delivery partner to understand what went wrong and to ensure this doesnt happen again. Weve also submitted a request to validate the delivery schedule and expedite your order.Your time and trust are incredibly important to us, and we regret that we've fallen short in this instance. Our representative is in touch with you to work towards a satisfactory resolution as quickly as possible. Thank you for your patience, and please know that we are committed to making things right for you.

• Review fromSahand E

  Date: 08/07/2024

  1 star
  Awful. Assembly and delivery team damaged the back of the couch with a knife upon unpacking, and then placed it against a wall to hide it. When I noticed the damage after moving the couch, I contacted customer service who refused to fix it and were incredibly unprofessional throughout.Avoid purchasing from Castlery at all costs, the worst furniture experience I have had.
  

  Castlery, Inc.

  Date: 08/11/2024

  Hey ******, thank you for sharing your experience with us. Were truly sorry to hear about the issues youve encountered and understand how frustrating this must be, especially given the time that has passed since your purchase. When you initially reported scratches and marks on the leather a year ago, we discussed these as natural characteristics of the material, and there was no mention of a knife cut at that time. Unfortunately, since this situation falls outside of our 14-day return and exchange policy and isnt covered by our warranty, we are unable to offer a resolution. Our representative has reached out to explain this further, but we genuinely regret any inconvenience this has caused. If you have any further concerns or need assistance, please dont hesitate to reach out.

• Review fromGeorge K

  Date: 07/31/2024

  1 star
  Sent me a less than satisfactory item and refuse to fix the situation. Now ignoring all my messages
  

  Castlery, Inc.

  Date: 08/01/2024

  Hey ******,Thank you for bringing this to our attention. Were sorry to hear about the issues youve had with your item and the delay in our response. This isnt the experience we aim to provide. Were currently experiencing a high volume of queries, which has caused delays in our responses. Rest assured, our representative will be reaching out to you soon to address the situation and work towards a resolution. We appreciate your patience and are committed to making this right.

• Review fromScott J

  Date: 07/22/2024

  1 star
  We spent $1200 on a dining table at Castlery. They took our money, bank account statements prove that. No confirmation email, no record of our order. When we attempted to work with customer service we were told there is no order and there's nothing they can do. This feels like a bait and switch scam. Hoping to get the money back by charging back through the bank. Very angry with how this has happened.
  

  Castlery, Inc.

  Date: 07/25/2024

  Hey *****, Thank you for bringing this to our attention. We do apologize for your experience and hope to navigate this with you to have it sorted.Typically, once an order has been placed, you would have received a confirmation email with the order number for your item/s that you have purchased. Unfortunately, with the email that is attached to this review, we do not have a history of any purchase as advised by our representative.Nonetheless, we would like to assist in any way possible, hence, do keep an eye out for our email so we can gather more information before concluding this case. Thank you for your patience and we hope to hear from you soon.

• Review fromMichael S

  Date: 07/15/2024

  1 star
  ## Initial Purchase and Issues I purchased the ******** Extended Leather Sofa and Ottoman from Castlery, but unfortunately, it arrived with defects. I reached out to their customer service team, and after two years of multiple emails and phone calls, they finally agreed to replace the entire set. Sounds good, right? Wrong.## Replacement Process: A Complete Disaster The replacement process has been nothing short of a disaster. While the pickup order for the old sofa was correct, the delivery order for the replacement only included the sofa, not the ottoman. Despite sending multiple follow-up emails, it's been weeks since I last heard from them. The lack of communication and accountability from their team is staggering.### Financial Impact To make matters worse, the separate scheduling of third-party vendors for pickup and delivery has caused me significant inconvenience and financial loss. I've had to adjust my work schedule, resulting in a loss of two days' income, totaling $2,400. With ongoing delays, I expect to lose a third day of income as well.### Proposed Solutions and Responses Customer Experience finally got back to me within a couple of hours after posting a Trustpilot review, stating, We are committed to making things right for you, ***** us the opportunity to rectify this, and We prioritize your satisfaction and timely resolution.However, it has now been seven weeks since that response, and the situation remains unresolved. Here are the developments so far:- They offered a 10% refund, which is the same offer they made before offering 40% and ultimately replacing the sofa, which should have been done from the start.### Suggested Resolutions resolutions that are only one-third of my financial losses:1. A Corner Sofa 2. A 40% partial refund (previously offered)3. $1,500 Castlery site credit I hope Castlery will take these suggestions seriously and finally resolve this matter, Id prefer not to start the *** process.
  

  Castlery, Inc.

  Date: 07/19/2024

  Hi *******,Thank you for bringing this to our attention. We are committed to resolving this for you. While we tried to track the conversations from 2 years ago as you mentioned, we were unfortunately unable to locate them. Nonetheless, we are dedicated to assisting you with your concerns and ensuring your satisfaction.We see that our representative is currently in touch with you, and we appreciate your patience and understanding as we navigate this case.

• Review fromSarah K

  Date: 07/12/2024

  1 star
  ***BEWARE BEWARE BEWARE****Though they have great marketing, it's been a complete nightmare!!!I wish I could give zero stars.They send me my bedframe with main base pieces missing. Then, said "it'll be 2-3 weeks for replacement" which is unacceptable. Now that I'm waiting for their arrival, after I made the purchase over two months ago, they're not providing the white-glove delviery service that I PAID for!!!Their customer service only accepts emails and take 4-5 business days to respond with NOT helpful resolution. Go with another company.
  

  Castlery, Inc.

  Date: 07/14/2024

  Thank you for bringing this to our attention, and we apologize for the experience falling short of our usual standards in both product and service. We regret any inconvenience and disappointment caused. The estimated delivery timeframe for the replacement is 2-3 weeks as it needs to be shipped from our overseas warehouse. Our representative is actively coordinating with our delivery partner to complete the white-glove service promptly. Your understanding during this process is greatly appreciated as we work towards the best resolution.

• Review fromKelsey W

  Date: 06/12/2024

  1 star
  Horrible horrible HORRIBLE customer service from this place. Waited 2 and a half months for a bed to show up. They missed their guaranteed delivery date twice. You cant get in touch with anyone. they only use whats app to communicate. White glove delivery service which I paid extra for, dropped the bed on the ground upon delivery. And are actually just two older guys who can barely get the bed up the stairs. They also werent helpful when needing to move my king size bed against the wall so they could build the bed. All just to tell me the middle of the bed was missing just for them to find it 5 minutes later. In short, when you pay for white glove delivery and assembly its the * squad. This bed was almost $2k and this is the experience??.. DO BETTER. Dont order from this place. youll regret it
  

  Castlery, Inc.

  Date: 06/13/2024

  Were deeply sorry for the frustrating experience you had with our delivery and assembly service. This falls far below our standards, and we apologize for the inconvenience and disappointment caused.While we utilize a third-party delivery team, we understand this is no excuse for the issues you faced. Were committed to addressing these concerns and improving our services moving forward.Please accept our sincere apologies for the inconvenience. If theres anything further we can do to make this right, or if you have any other concerns, please reach out to us directly. Your feedback is invaluable as we work to improve.

• Review fromKylie S

  Date: 05/29/2024

  1 star
  My table arrived faulty and they refuse to offer me a replacement or a return. They are now ghosting me and not replying to any of my messages. My husband message me them and they replied straight away. How can a company get away with practices like this in *******. I am going to my credit card company now to talk to them about the charge.
  

  Castlery, Inc.

  Date: 06/10/2024

  Thank you for bringing this to our attention and we apologize that the experience has fallen short of the standards we strive to achieve both in terms of product as well as service. We have further reviewed the case and noticed that you have agreed to have technicians head over and attempt and rectify the misalignment. We hope this will address the concerns raised and if not, we are always here to assist. We appreciate the opportunity to turn this around and look forward to serving you better.