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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.
★★★★☆ 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.
★★★☆☆ 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.
★☆☆☆☆ 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.
After the delivery team departed, we checked the item and found a damaged zipper on the inner cushion cover. We reported this issue with supporting pictures. On Friday, November 6th, they suggested sending us a new cushion, but we would have to bear the cost. This didn't seem logical as all we needed was a new inner cover with a functional zipper.
The delivery and installation were missing a small part. I was informed that Castlery would get in touch with me to sort it out, but I didn't hear from them. I even mentioned this issue in the post-installation survey, but it didn't seem to speed up the resolution process. I had to call them myself and was then asked to send an email about the issue.
The return process is really poor. According to their policy, a representative from their delivery partners is supposed to contact you to arrange a return pickup within 5 working days. However, I've been waiting for 10 working days and a total of 13 days for that call.
I own a Vincent table and an entertainment console from Castlery and I'm extremely pleased with them. The furniture is not only attractive but also robust, and it was delivered swiftly without any issues. I didn't encounter any problems, so there was no need to contact their customer service.
The package was delivered by an external service. They were quick but did not clean up properly, leaving bits of plastic and styrofoam on my floor and hallway. They also left without confirming if the item was placed correctly.
I purchased chairs and a sofa from this company. I absolutely adore the chairs - they're attractive and very durable. I returned the sofa and I believe we received a refund, less a 20% restocking charge. Based on our overall positive experience, I'm considering buying a bed from them next.
I am quite pleased with the end result, the bed is attractive and of superior quality! However, I'm rating it 3 stars due to the unclear and inconsistent information regarding delivery schedules, which made the process quite stressful for me.
I was a bit confused when they asked to deliver earlier on the day of delivery, especially since customers aren't allowed to change the timing two days before it's scheduled. Why can the delivery company change their timing? Additionally, the assembly wasn't done correctly on the day of delivery. Thankfully, they agreed to send their team another day to properly tighten the legs of the sofa.
I've never had to write a bad review before, but I've also never encountered a company with such poor customer service. It's been five days and I've received no response through text, WhatsApp, email or direct message to help fix my problem. They don't even have a phone number for speaking to a real person. I made a big order and all I wanted was to upgrade to a premium delivery service.
