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Castlery is a Singapore furniture brand that offers a variety of stylish options. Founded in 2013, Castlery follows a direct-to-consumer model, eliminating the middleman to ensure fair prices and high-quality, well-crafted furniture. However, the outsourced delivery and hard-to-contact customer service leaves a bad impression.
Pros
- High-quality, well-crafted furniture.
- Direct-to-consumer model ensures fair prices.
- Variety of stylish options.
Cons
- Delivery service lacks punctuality and professionalism.
- Difficult to contact customer service.
- Issues with return and refund process.
Quality
★★★★☆ 4 stars
When it comes to quality, many customers have praised the durability and craftsmanship of the products. However, there have been a few instances where the quality fell short of expectations. Some customers received furniture with minor issues, such as a broken zipper on a cushion cover or a small gap in the assembly of a table.
Returns & Refunds
★★★☆☆ 3 stars
One notable concern was the failure of the company to adhere to their policy of promptly arranging a return pickup within 5 business days. Additionally, there was disappointment expressed by another customer regarding the imposition of a 20% restocking fee in addition to the already-incurred shipping costs when returning a couch.
Customer Service
★☆☆☆☆ 1 star
Most customers expressed their dissatisfaction with the lack of responsiveness from the customer service team. It is disheartening to hear that one customer had to wait for five days to receive a response to their issue. The absence of a phone option to speak directly with a customer service representative has also proven to be frustrating for some. It is crucial for a brand to prioritize and excel in customer service, as it is a reflection of their commitment to addressing and resolving customer concerns promptly and efficiently.
