ComplaintsforCastlery, Inc.

• 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.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: 5/12/24 Payment: $1017.67 Product purchased: Dining Table * Order Number: ********* * Shipment Date: 05/24/2024 * Delivery Partner: Gigacloud * Tracking ID: *************** Delivery date: 6/4/24 Dispute 6/4/24 - The product I purchased by Castlery was delivered on time, but I was very disappointed because the table arrived with damaged packaging. The box was ripped open in one corner and there was visible damage to the corner of the table. The carrier attempted to say that it was not damaged, but I clearly showed the driver that it was scratched in multiple places. I requested to speak to a manager, but the 2 drivers declined my request. I refused to accept the damaged table. Another big disappointment is that castlery does not have a live person to speak to with customer service. It was only via chat, WhatsApp or email. The best the person could do over chat was to tell me that we need to look into this further and the carrier will contact me in ***** hours. Its upsetting because 1) castlery is entrusting a vendor to deliver product which is supposed to be handled with care 2) castlery does not accommodate customers with solutions immediately, except to wait 3) we waited patiently for weeks for this delivery and this incident happens and were left in the dark. The product is fully paid for and we dont have a table. Castlery furniture is very expensive and they claim to have high end furniture and customer service. I expected for better communication especially for the amount I paid for this table. It has been over a week and I have emailed the carrier and Castlery numerous times. I have received response's from different people each stating a new date that I will be contacted, which has further delayed any other contact. Ive requested to escalate to management, still no response. I requested a refund - no response. At this point I question is this is fraud. I have left reviews and need further assistance from BBB.

  

  Business response

  06/14/2024

  Hey team,

  Thank you for bringing this to our attention.

  I have had this conversation further investigated and acknowledge the lapses that were present in providing updates on the situation. This was due to the investigations that had to be made pertaining the case although it is noted that it should have been communicated more seamlessly. 

  As it stands, we have already concluded the case and though this has yet to be communicated, we are ready to provide a resolution that is agreeable with *******. At a convenient time, we will ensure a call is made to discuss the next steps and hope to turn this around for the customer.

  Customer response

  06/14/2024

   I am rejecting this response because:

  Unfortunately, I do not have faith that the business will call to provide a resolution. I have already requested a call multiple times with availability and there has not been a single call although **** promised that she would personally call me  
  

  The only way I will be satisfied is if the business will expedite the shipping to arrive in the next 5 days WITH a 50% discount. I will also need a phone number with direct contact to a supervisor and speak to a live person in case there is another issue with the delivery/shipment. 
  

  Otherwise, I want a full refund. 

   

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24 and 26, I made two orders to Castlery. On second order they charged me ****** for shipping even though it states it's free for orders over 999. *****, their chat person, told me it would be refunded to me, but it never was. That was 1 issue i had with them. 2nd issue I have with them, is that I notified them immediately after purchasing on May 27th that I was leaving on May 31 wouldn't be home until June 7th. This company is impossible to contact unless a person downloads the scammer WhatsApp. I didn't want to do this, but that was the only way to contact them. So on May 27th chatted with ***** and I let him know my specific instructions not to deliver to me until June 7th or after. He assured me it wouldn't. On May 28th I get email that it's getting ready to be shipped out, even though I had just gotten *****'s reassurance it would be held till i got home. So June 1st this item was delivered to my doorstep, even though I had reassurances from their chat ppl--*****, *******, Arm, those names all sound made up to me, but I have the texts from them. Now I just get another email today from Arm that another shipment has been dispatched. This will be my living room furniture and it will fill my porch area up and I fear all these items will be gone before I even get home. I have all these correspondences I have made to them and now they have quit responding to me. Furthermore, they give no assurances that these items will be replaced if they are stolen from the front of my house. I have payed them thousands for these items, which include a complete living room set, a queen sized bed, an ottoman, a lamp and a side table. I really do appreciate your help on these 2 separate orders.

  

  Business response

  06/04/2024

  Hey team, thank you for bring this to our attention.

  Upon having the case reviewed, we acknowledge the lapse as we did put forward the request to hold onto the orders and not deliver it but in the midst of this request, the order was dispatched by *****. At Castlery, we utilize 3rd parties for our deliveries and on instances like this, lapses like such may occur.

  With regards to the refund, it has also been processed, however, for all our refund processes, once done, it will then depend on the bank how fast the amount will reflect on our customer's end. 

  Furthermore, we do encourage our customers to reach out via WhatsApp and we would like to assure that this is not a scam. It is an actual instant messaging app we utilize, with hopes to provide seamless communication. (*************************)

  Understanding this, we will bear all responsibility of missing items that is a result of this earlier-than-expected delivery. We want to assure **** of this and hope to serve her better.

  Hope this clarifies and explains, please feel free to reach out for more information and I am more than happy to assist.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been contacted and agreed to send me a new drawer for a nightstand that was shipped to me broken in February 2024. They initially partially refunded my purchase after I verbalized my dissatisfaction with their estimated wait time for resolution. They told me they would ship a new drawer by April ****************************************************************************************************** a few weeks. It is now May, and I reached out because I had not been updated. I have asked for a full refund and have been told no. I have now been told that the estimated time for a replacement drawer isnt until August 2024. Thats 6 months total wait for another estimated arrival. This is beyond my window to report them for fraudulent charges, and I feel trapped. I have to wait at this point, and who knows if I will ever receive a replacement. Help!

  

  Business response

  06/05/2024

  Hey team,

  Thank you for bringing this to our attention.

  The case has been investigated and we acknowledge the delay that is on us, for the replacement part of the damaged furniture(one of the drawer).

  For such cases, Castlery would attempt at delivering or repairing a damaged part of the furniture and as this is a customized order, it will typically take ***** weeks. We had offered ~47% partial refund of the item to compensate the wait but due to unforeseen circumstances with regards to logistics, the lead time has increased and as mentioned by *****, will be ready by August.

  At this moment, we are ready to discuss how we can move forward with the aforementioned and only wish to assist the best we can.

  If preferred, she may reach out to us directly and our team will be more than happy to look into her request.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The merchant refuses to process return of damaged item and issue refund. The issue was reported within their return window per their policy. There was email communication for a week but they have stopped responding.

  

  Business response

  06/04/2024

  Hello team,

  Thank you for bringing this to our attention.

  Upon investigating, I noticed that we are more than ready to provide customer with the refund after the alternatives were provided and rejected.

  However, as there was a dispute put forward with the bank by the customer, we were unable to process any refund and this will only be possible once there is a conclusion with the bank on the result of the dispute.

  We have requested that the dispute be retracted and we can then process the refund however we understand that, in this case, the dispute is to stand hence further dealings will be with the bank directly.

  Regardless, we are more than happy to cooperate and wish to only assist in the best way we can.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a piece of furniture on 4/29/24 and on 4/30/24 I reached out to Castlery to change my order order via the website chat, because they do not have a phone number and the only way to contact them is via chat or whatsapp. They emailed me back later on 4/29 stating that my order was unprocessed and the change request was submitted to their team and they would get back with me once they hear back from their team. It's 4 day s later and I still have not heard back and have tried several times to to reach back to Castlery and have not received a response. This company has horrible customer service and does not provide any way of reaching the business directly.

  

  Business response

  06/04/2024

  Hey team,

  Thank you for bringing this to our attention.

  We have looked into the case and would like to apologize for the delay in response.

  Having it investigated, we notice that customer wanted to have an item added to her order. As such, what our team was prepared to do was to hold her current order and add the new item to it. From there, we would have then request for a top up in payment for the added item.

  In the midst of this, we notice customer had then requested for a total cancellation of the placed order to then make a new completely new one on her end. 

  The varying request *** have caused the lapse but we do acknowledge the lapses on our end. It seems that the refund for the cancellation has now been processes and for cases like such, it will then depend on the bank on how soon it will reflect on her end.

  We hope this clarifies and if you need anything else, I am more than happy to assist.

*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. ↩