ComplaintsforCastlery, Inc.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a king sized storage bed from Castlery that was originally delivered in July. The bed was out together wrong, resulting in the frame being crooked, the storage being unusable, and just a defective bed. We reported this and sent pictures. The first guy but had the wrong information from Castlery so couldnt help. The second guy informed us that they needed to order special parts. This is after a month since the original report, so I dont know why they didnt order the reports right ******** were stuck in a CX loop that goes nowhere. They do not work US hours so they call us late at night or send 1 email a day and then we have to wait for them.When I asked to speak to the ** agents managers, I was told that they dont speak with customers.

  

  Business response

  10/13/2024

  Hi BBB,
  
  Thank you for bringing this to our attention. We take the feedback seriously and appreciate the opportunity to clarify the situation.
  
  We acknowledge the lack of follow-ups and updates following the technician's visit, which has unfortunately prolonged the case for over a month during this stage. A replacement part was needed due to faulty storage mechanisms, and we have arranged for a full bed replacement instead, as it has an earlier estimated delivery date compared to ordering the spare part from our international warehouse. We also noted the customer's preference to have the current bed picked up before the new bed is delivered.
  
  Unfortunately, there was a miscommunication between our team and the liquidator regarding the pick-up, resulting in conflicting information about the product to be collected. We recognize the need for improvement in this area and are committed to ensuring that both pick-up and delivery are properly arranged moving forward.
  
  We recently introduced 24/7 live chat channel for US market to enhance our customer support availability. Although this change is still in its testing phase and hasn’t been publicly announced on our website, we recognize that the customer has faced challenges in communicating with the assigned agent in a timely manner, particularly due to time zone differences. Please know that we are committed to ensuring a positive resolution for the customer.
   
  Regarding the request to speak directly with management, the customer initially sought to connect with our internal team responsible for pick-up and delivery arrangements. While this team typically interacts with our liquidator and courier partners, we are committed to facilitating the communication. We’re more than willing to set up a scheduled call with one of our representatives to discuss the customer’s concerns. We have requested a suitable time for this conversation, taking the time difference into account, and we are currently awaiting their response.
  
  Currently, we are coordinating with both our liquidator and courier to confirm pick-up and delivery dates, and we are closely monitoring the situation to prevent similar incidents in the future. Additionally, we have agreed to provide a full refund for the bed, alongside the replacement, as we believe this is the appropriate compensation given the previous issues encountered. 
  
  Thank you for allowing us to address this matter. We hope this clarifies the situation.
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a 4 piece modular sectional from Castlery furniture. An international furniture company doing business in the **. Prior to ordering i had emailed the company multiple times questioning products, where their warehouses are located, where furniture is mfg, etc. They emailed me back each time the next day with an answer. Received my order yesterday. Came within a week. After setting up furniture, i decide that it would be better if it was a different configuration and wanted to exchange 2 of the 4 pieces for 2 alternates. Contacted company same day via chat, and email. No response. Finally reached company today via whats app. Explained situation, and was told that this merchandise is not returnable or exchangeable because it is customized. I explained that they are mistaken- as i purchased the stock colors. They proceeded to ghost me and not respond. I wanted up to 45 minutes for someone to come back. I was not rude or short. Simply explaining situation. When merchandise is advertised as customizable it means it CAN be customized, but it also was sold as stocked. That is why i was able to receive it in a week. I work in this industry. Custom (or customizable furniture) has a much longer lead time. I was specific about reading entire website prior and understanding it. There was no doubt that this was stocked furniture- and i would have flexibility. Nor did it say not returnable on my receipt or email. As it normally would. Unfortunate, because I didnt even want to return item, just wanted to exchange it.

  

  Business response

  09/09/2024

  Hey Team,

  
  Thank you for highlighting the case.

  I have reviewed the conversation with the customer and our team is already working towards a resolution that ***** has agreed to, to exchange the pieces as requested by her.

  It has been processed and arranged and currently awaiting for the exchange itself to take place. She will has been and will be kept in the loop for relevant updates and we are committed to have this sorted to her satisfaction.

  Thank you and we apologize for the inconvenience.

  Customer response

  09/16/2024

   I am rejecting this response because:
  
  This is literally the most challenging and difficult company I have ever worked with and i work in the trade for over 20 years.  The fact that they do not work regular US business hours and do not communicate on a timely and thorough basis. And have no phone number to actually speak to a person.   I tried to exchange these items since SEPTEMBER 3.  It is now September 16.  No exchange has been done.  They did finally get in touch with me to approve the change, and i am only able to respond via email once per day because whomever is answering emails does not work during US BUSINESS hours.  I had tried to chat on their website or whats app.and most of the time there is no answer.  My last email communication involved their request to have me pay for the difference in cost between the exchange and the new merchandise.  Even tho it should be a fairly even exchange.  I emailed them 4 or 5 days ago requesting an itemized receipt as to show me my return vs purchase of new items- spelled out.  Like who is just going to blindly send a company more money??  No response.  So today, I finally reached someone on whats app.  I spent 1 hour and 15 minutes between responses and hold time trying to get an answer.  They finally tell me they will send a request to finance and someone will get back to me in 1-2 days. ******** let me get this straight, they are unable to pull up my order and see EXACTLY  what my credit is for, and how they arrived at that number?  They can very quickly tell me how much more I owe them and how they arrived at that.  I simply wanted to ensure that amount of money i was getting for my return, actual cost less 10% restocking as they offered me on email, plus tax..in exchange for X pieces costing X.  None of this was clearly spelled out.  I will not wait to hear from finance, so i cancelled my exchange and just ordered 1 new piece that i paid full price ****** will mostly solve my issue.  A company that does business in the ** needs to be more accessible during a US work day, and something like this, which was a very simple exchange - 2 modular sofa pieces for the reverse pieces, should have been handled WAY sooner.  I could not risk my pieces being picked up and not having this clarified first.

  

  Business response

  09/22/2024

  Hi BBB, 
  
  Thanks for bringing this to our attention. We take this feedback seriously and appreciate the opportunity to clarify the situation.
  
  In this case, the customer, ***** initially requested to exchange two out of four furniture pieces purchased. Due to a communication gap regarding the breakdown of the additional payment needed for the exchange, there was a delay in relaying this information. Unfortunately, this led to her decision to cancel the exchange request. We acknowledge that our communication fell short during this process.
  
  Regarding the returned items, we have successfully picked them up, and the refund has been processed on September 21 back to the customer's original payment method. We communicated the refund timeframe that will typically take within 7 - 14 business days to be reflected on her end as well.
  
  In light of this situation, we have prepared a detailed breakdown of the additional payment that was initially required for the exchange. While we recognize that this payment is no longer necessary, we aim to provide the clarification requested by *****. This information was communicated along with the refund details on September 22.
  
  We understand the importance of accessible customer support, and we are reviewing our procedures to enhance response times and make it easier for customers to reach our team.
  
  Thank you for allowing us to address this matter, and we hope this clarifies the situation. 
  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled an order from Castlery within the 24 hour window they require. I tried to talk to a person on the phone but after 28 minutes opted to leave a message and they promised to call back. I left my name, phone number, order number and stated I wanted to cancel my order. I then went to their website and left a message stating the same thing. I never got a call back. They emailed me at 11:08 pm that night and asked if I wanted to delay the order or still cancel. I said I wanted to still cancel. They are now saying I didn't cancel my order until 11:08 pm that night so it was past the 24 hour window when that is the time they finally responded to my initial message earlier that morning. I have attached the order receipt and proof that I called Castlery on Monday, August 26th at 10:08 am to cancel the order. This was within the 24 hour window.

  

  Business response

  08/30/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and confusion the customer experienced during the order cancellation process.
  
  While the restocking fee is outlined in our terms and conditions, we fully understand the concerns raised. Our representative has since resolved the issue by canceling the order and waiving the restocking fee for ******. We appreciate the opportunity to address this matter and to ensure a satisfactory resolution for the customer.
  
  Thank you for your understanding, and we hope this clarifies the situation.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bed frame and two nightstands as well as I paid for the white glove delivery service which includes delivery, assembly and removal of trash and debris. This service was not fulfilled -- the delivery driver stated they do not put furniture together after they unboxed on nightstand and it was broken. I emailed the company about this and they will not email me back to rectify this situation nor will they send me a replacement nightstand. I am jumping through hoops in an attempt to get someone to contact me via Email, their chat on the website, and whatsup which are the only means of customer service and no one will reply back to me. At this point I just want a refund. This is the worst customer service I have ever encountered.

  

  Business response

  08/31/2024

  Hey BBB,

  Thank you for bringing this matter to our attention. We apologize for the delay in our response and any inconvenience this may have caused.
  
  We are actively addressing the situation. Our representative is coordinating with ****** to ensure a resolution that meets the customers expectations. We will be issuing a refund for the White Glove delivery fee, as the service was not fulfilled as promised.
  
  Additionally, a technician visit has been arranged, and our representative is working to send the replacement for the missing hardware. We will provide relevant updates regarding the replacement of the nightstand shortly.
  
  We hope this clarifies and if you need anything else, I am more than happy to assist.

  Customer response

  08/31/2024

   I am rejecting this response because:
  
  Upon delivery, one of the nightstands I ordered was broken. I sent them photos when my furniture was delivered a week ago on August 24th yet I have no update or response on getting a replacement. I went four days with no response from this company. I NEED a new nightstand sent to me to replace the broken one they sent alongside 14 missing screws that I need to finish putting my bed frame together. 
  

  Technicians came to my house because I worked with the initial delivery company that were subcontracted NOT Castlery. They have not done ANYTHING to help rectify this nightmare situation I am in. 
  

  

  Business response

  09/09/2024

  Hey Team,

  Thank you for raising this.

  We have reviewed the case as well as the resolution. This has been revised according the screenshot provided, which is an email sent to the customer as well.
  

  Hope this helps.

  Customer response

  09/11/2024

   I am rejecting this response because:
  
  I keep being told I will receive a refund yet nothing has been processed or refunded at this time. I keep getting the run around and no two people can consistently tell me the same thing. I have not even gotten an email regarding the shipment for my missing hardware. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch and ottoman from castlery.com on 7/8/24 for $4805.96. When the couch arrived on 8/5/24, we realized the ottoman did not work in the space, and we needed to exchange it for another piece of the sectional. Initially I was able to talk to customer service, and they agreed upon a 10% restocking fee for the ottoman and to arrange a pickup and delivery for the exchange. I was asked to send a picture of the ottoman packed in the original box, and when I did that was the last I heard from the company. I have tried contacting the customer service rep **** over email several times since our last communication on 8/11/24, and have received no response with information on the pickup or delivery of the exchange. I tried reaching out via the chat feature on the companies website and get no response, as well as Instagram dm, calling (a line that does not connect you with a person) and their text features. Its now been 5 days since I last heard from anybody. I have given them a review of my experience on Trustpilot and now see that there are several other people with similar experiences that when needing a return or exchange the company just goes radio silent and ceases all communication, leaving them with expensive unwanted items. I need someone from the company to resolve this for me, otherwise my only course of action will be to dispute the original purchase with my credit card company.

  

  Business response

  08/19/2024

  Hey BBB,

  Thank you for bringing this matter to our attention. We have thoroughly investigated the situation and acknowledge the lapses in providing timely updates, as well as any frustration this has caused. The communication gaps experienced by the customer do not reflect the level of service we strive to offer.
  
  The restocking fee, as discussed, is outlined in our terms and conditions, and we apologize for any confusion regarding this process. The delays in communication were due to an unfortunate misalignment across different platforms and the fact that the representative the customer was in contact with was on their day off.
  
  Please rest assured that we have addressed these issues internally, and one of our representatives will be in touch with *******************. We are fully prepared to offer a resolution that meets her expectations, and we are more than happy to assist in any way we can.
  
  Thank you for your understanding, and we hope this clarifies the situation.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on July 15, 2024 for a the ****** dining table with Castlery for ********. The table was delivered on July 26, 2024. After delivery I visually inspected the table and it looked fine but as I looked further and rubbed my hands across it and noticed a crack that was hard to see because of the veining in the marble top. I notified Castlery via chat right away informing them I would like a replacement and was told to send pictures to ******************* and someone would get back to me in ***** hours. I asked if I had to send the entire table back becuase the legs and base were fine. i was told a customer service agent would help me with that. I sent the pictures on July 26, 2024 after the chat later that evening. On July 30, 2024 I followed up with an email after not hearing anything then attempted through their text number the same day. I then attempted to follow up via chat on July 31, 2024, then again on 8/1/24, 8/2/24, 8/3/24 via text and on 8/6/24 via email with no response from either of the ways Castlery provides communication. I would like a replacement of the marble top and it is coming up on 14 days since delivery which is Castlery's return policy and I'm afraid I will be stuck with a table I spent a lot of money on. I have tried to contact Castlery a numerous amount of times with no success. Please help with resolving this issue. I have provided proof of all my attempted communications with Castlery except the initial chat on 7/31/24. I started to keep records and pictures once I got no response.

  

  Business response

  08/12/2024

  Hey BBB,
  
  Thank you for bringing this to our attention. we apologize for the delay in responding to the query.
  
  Our team is currently reviewing the pictures provided by the customer. Our representative will reach out to them directly to address the issue with the dining table. We understand the urgency of the situation and are dedicated to ensuring a satisfactory resolution for the customer.
  
  Thank you and hope this clarifies.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dining table set from Castlery on June 27, 2024, and received the items on/about July 24th. I decided that day to return the product as it was much heavier than anticipated. I contacted Castlery customer service on July 25, 2024 via email to arrange for a return, and they explained that there would be a 20% return fee, which I promptly agreed to that day. Since that email correspondence I have not heard back from the company despite multiple tries via email, phone, and WhatsApp. The company is seemingly refusing to process this return not matter how many times or in what way I reach out to them. Order number: #********* Price: $2,430.94

  

  Business response

  08/12/2024

  Hey BBB,
  
  Thank you for bringing this to our attention. We apologize for the delay in responding to the initial query.
  
  We have reached out to the customer to request pictures of the dining table to confirm that it is in the same condition as when it was originally delivered. This verification is essential for ensuring a smooth return process. We understand the urgency of resolving this matter and are awaiting the customers response to proceed with the return and refund.
  
  Thank you and hope this clarifies.
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #*********, placed on June 12, 2024 for ******************-shaped sectional total price $4339.64. Previous to placing the order I inquired about a military discount and never heard back. We received the couch on June 26, 2024. Yesterday, July 1, 2024 I received a call from Castlery stating that they do in fact, have a 10% military discount. I received an email to verify military service and had to further inquire about receiving a refund because it took literally weeks for anyone to get back to me about my initial inquiry. There is absolutely no way to speak to a human being with this company. It takes them literal weeks to respond to any sort of inquiry, they told me they would look into refunding the money considering I asked well before I purchased the couch about a military discount. They only have a text base customer service representative where no one is responding currently.

  

  Business response

  07/04/2024

  Hey BBB,

  
  Thank you for bringing this to our attention.
  

  I acknowledge the lapse in responding to the initial query but would also want to assure that the refund has been approved and is currently being processed. This might take some time due to internal processes but I can personally vouch for this, as I was the one to authorize the approval.

  Hope this clarifies.

  Customer response

  07/04/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $900 table, cleaned the table based on their websites description of how to clean it. A wood grain paint started to come off. I contacted the company and explained what happened even their representative via chat agreed I cleaned it to the instructions. I submitted photos and they will not use my warranty and replace the table. They claim in an email to me the way I cleaned it was supposed to be used on the legs of the table vs the table top but the website did not specify. They are claiming its negligence or normal wear and tear weve had the table for 10 days, first time every cleaning it before we ate off of it.

  

  Business response

  07/04/2024

  Hey BBB,

  Thank you for bringing this to our attention. I have reviewed the case and communication with the customer and attach 2 images for your reference.

  Our website did state on separate care instructions for the table top and general care for the item. It did say specify a damp cloth to clean the table top would be sufficient.

  Although we do not cover this under the warranty, we would like to offer a partial refund amounting to 10% of the price they've paid for it out of goodwill, understanding it is a newly purchased piece.

  Thank you and hope this clarifies.

  Customer response

  07/11/2024

   I am rejecting this response because:  

   I emailed Castlery and they never emailed me back! 

  Can you please reopen this case, I asked them for more information and they never emailed me back. 

   

  Thanks, 

  Dani 

  Sent from my iPhone

  
  
  
  

  

  Business response

  07/14/2024

  Hey BBB,
  
  We acknowledge the rejection and would like to share an update on the case. 
  
  Attached are the screenshots of the offered resolution and customer's acceptance of the 10% partial refund. 
  
  Based on the conversation history, we were consistent in the care tips that we share, that being, the following.
  
  Table Top Care:
  -Clean with a damp cloth.
  -Do not leave glassware on the table under direct sunlight.
  -Wipe spills immediately.
  -Use coasters or placemats where possible, to prevent discoloration of the surface.
  
  Table Base Care:
  -Clean with warm, soapy water and rinse thoroughly with cold water.
  
  The partial refund has been processed 3 days ago and depending on the bank, it will typically 7 working days until reflected on customer's end.
  
  Hope this clarifies and we're happy to assist for further queries.
  
  Thank you.

  Customer response

  07/15/2024

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a bed on May 30. The order total was $1556.08. On June 11, the delivery company contacted us saying they couldnt deliver the bed and with no further details advised to contact Castlery for redelivery. Castlery said they are showing this order marked as delivered and that they will investigate. Since then we havent heard back from them for over a week and all our messages have been ignored. There is no phone number to call or a human customer service to talk to. Very frustrating experience. Its a lot of money that we paid and were left without the bed.

  

  Business response

  06/19/2024

  Hey team,

  Thank you for bringing this to our attention. We are regretful that this is the experience and would like to have this investigated and resolved as soon as possible.

  Unfortunately, there are no details that we can trace from the complaint to track the past conversation or order.

  As mentioned, we are eager to assist and look forward to further exchanges.

*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. ↩