Business ProfileforCastlery, Inc.

## 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.

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.