Business ProfileforCastlery, Inc.

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.

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.