Castlery (page 5 of 21)
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Reviews
buyer beware 20% to 50% restocking fee with no shop to visit
wake up people you assume all the risk and no way to go the a store and see product and the POP UP store doesn't count
they had a great store but opened a pop up store what a joke
Colour variation between actual product and website is completely different.
As you can see in this image on the left is the colour from the website and image to the right is actual. Completely different. False advertising! Nice product but wrong colour!
Accurate color scheme. Perfect dimensions. Fast delivery. They promised why they would. Perfect!
Ordered our furnitures back in November and the original ETA was Jan-Feb 2022 due to the global stock or raw materials shortage.
Surprisingly we received an update from Castlery last week and says our orders have arrived in Sydney and ready for shipping!
It's now here this early morning and this is way ahead of their original ETA!
Kudos to Castlery, ANC and the team!
Very happy with Castlery and the furniture
We bought the Joshua dining chairs and are happy with the quality and comfort. We visited a pop up store in Moore Park and appreciated the courteous, helpful staff there. Delivery was quick and well organized. Thank you Castlery.
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Lost on delivery
I purchased two of the Adams Armchairs and after several attempts at trying to contact Castlery to locate my chairs I was informed that one of my chairs has been lost and I will not receive it for two months.
So happy with Maui outdoor set
Was a bit nervous to commit without seeing in real life first - am thrilled with the furniture. Looks exactly like the image and so comfortable. Great service would highly recommend Castlery
Terrible delivery issue
I ordered sofa in early Oct. I've done couple of follow up and their customer services said my sofa would arrive on time. I havent heard anything from them when it close to the delivery date. Today they said my order would arrive in early Jan. They suggest me to cancel my order if I don't want it anymore. Omg...Do they expect I can find a new sofa just few days before Xmas????! Absolutely disappointed already with their customer service and till now I am not sure about quality of their sofa
Hello Hien, we agree that this is a sorry situation and we apologise for causing you the inconvenience. Unfortunately there have been shipping delays which when combined with the lead up to Christmas,
... Read more become magnified. We are completely apologetic and can see that one of our agents is in contact with you is trying to find a way forward.
The Harper Is Perfect.
I had been randomly searching for the perfect sideboard for several years and the Harper is exactly what I wanted. A unique design, well crafted with good storage. Her arrival was many weeks ahead of schedule and the whole ordering /delivery experience was positive.
Striking colour!!
Arm chairs are exactly as shown on the website. I was worried the colour might be too out there but we love them. Hubby had to assemble the legs which was easy (with the instructions).
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Maui outdoor setting is stunning!
The Maui outdoor setting looks fabulous on my balcony. It’s very comfortable and attractive. It seems sturdy and weather proof. The sofa, two chairs and table were packaged very compactly. It was super easy to assemble. I am delighted with my purchase.
Looks great and easy to assemble
The Seb Dining table is a great piece of furniture! It is a solid table very steady and is easy to assemble. Since it is extendable it is a great way to save space and use it extended when more people visit. Purchasing was easy and delivery was prompt. Overall, great experience and have already purchased my second piece of furniture!
Delivery Issue and bad customer service
Terrible customer service for such expensive product. Received a text message and email a week ago that my new bed is arriving this week. Went on to dissemble my old bed and threw it out the morning before my new bed arrive. When the new bed arrive it came in 3 piece. 1 piece was the bed head (in the picture) and the other 2 piece was a sofa. After multiple calls with deliver company, customer service, etc. they still cant sort out what happen. Left sleeping on the floor for a few days now. Just receiving lots of unsincere apology email by customer service from Singapore and no discounts or refunds given for such poor handling of situation. Probably my last purchase from this organisation in my life time
Hi Kay, we have checked into this and can see that we did not help as we should have and, for this I apologise on behalf of Castlery. We can also see that our CX manager has been in touch with an apol
... Read moreogy and some goodwill measures. If you need further support I promise we will get on to it urgently.Find out how Castlery compares to other Furniture Shops
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Absolutely stunning piece...Great design and very functional as well...love it !!
Absolutely stunning piece...Great design and very functional as well...love it !!
Glass is very sturdy and looks great with that thickness, Wood finish and color is great too, Very high quality overall !!
Collected in partnership with Castlery
Very happy with our lovely Sofa
We took a chance ordering based purely on reviews. The ordering process, discount codes and customer service were excellent. When our Madison sofa, ottoman and chair arrived we were delighted with the quality, beautiful colour and how comfortable and soft they are. We are very happy and recommend Castlery and the Madison range. Love the height of the furniture too as we really didn't want anything low.
Thanks Castlery.
I wouldn't know about the actual product - they haven't delivered!
I ordered a sofa on the 25th of October and was offered a number of delivery windows. I chose 8-15 Mayember. Heard nothing back at all, so on the 9th contacted them and was told the order was with courier who would call me shortly. Chased again on the 11th and they said, actually...we decided to go with another courier and they will contact you in 4 business days to tell you when they might deliver. Because, and this is precious, it is a bulky item. Are there sofa's that aren't bulky items? I only ordered this sofa because it was available for delivery for this week. I am appalled.
Hi Diana, we are really sorry for this situation and on checking we can see that one of our agents has been in touch via email and we are working with you there.
Shoddy Chinese-made mail order furniture. Avoid!
I ordered the Todd Modular Lounge on 02/10/21
Delivery was sooner than expected which was a nice surprise, the furniture mover who delivered the lounge on 16/10/21 was prompt, friendly and very helpful.
That was the only nice part of this whole distasteful mess.
On the delivery day 16/10/21 I unpacked the modular lounge from the large cartons and immediately noticed two out of the four pieces had larges deep creases/gouges/marks in the velvet material covering 80% of the visible area, the lounge looked like it was secondhand…like it had bee
- +4
Online store that can’t follow through with delivery!
Purchased two fabulous armchairs but only one arrived. The other was incorrectly sent to Victoria - now due to Castlery’s mistake and lack of product checking I have to wait until February next year! Not good enough!
Hi Cathy, this is indeed a really poor situation and our team is working to get an earlier allocation to correct this logistical error. Our agent will be in touch again soon!
obsessed with my velvet sofa
I have been eyeing off the teal velvet adams sofa for a few months but was too scared to commit to the purchase without sitting on it first. I read pretty much every review on the website, and there were a few comments about it being firm which had me worried.
Anyway, i bit the bullet when they had a sale and OMG. so glad i did. Firstly, the delivery came sooner than stated. It wasn't meant to be delivered until the start of next month; however, I'm sitting on it now. I received emails with updates on my order status and was texted my delivery
... Read more date. Everything went very smoothly. As for the lounge, the colour is beautiful, it's exactly like in the photos. I'm so in love with it!!! Comfort levels: for me personally, very comfy. My previous couch was very soft, and we would sink in, so this is definitely a lot more firm, however so much better. Not sure how to explain it but it feels firm but also cushiony & spongy. Its the perfect comfort level for me to cosy up on and fall asleep. The back cushions provide support and are nice and firm. Another plus I found was that when I put throw blankets over the seat cushions (kids) they stay put and don't slip and slide around like my old couch. Overall, I absolutely love this lounge. I had a great experience buying from castlery and wouldn't hesitate to buy again. Only negative is that this particular couch is on clearance so they don't have the ottoman available like the other colours.
Love love LOVE our new entertainment unit!
I cannot fault Castlery for any part of our purchase - a flawless experience.
We paid on the website with estimated delivery date and the noticed the unit was on sale a couple weeks later. Contacted through their online chat and was offered a refund of the difference (they explained my order would need to be cancelled and re-ordered and so my delivery would shift into the next group - 2 weeks later).
I agreed through email and had my new invoice and refund within the hour!
Shipping was excellent and when expected, but I did have to call the
... Read moredelivery company personally to organise a time (they never called but they did text). Delivery man was lovely and kept me up to date so I could go about my day otherwise. The unit is flawless. Packaged insanely well and has wonderful craftsmanship. We're now also considering the matching luca cabinet and would 100% buy from castlery again. We are waiting for furniture from other companies and the comparison between their service and castlery's is stark! Castlery gives an accurate prediction of fulfilment (unlike the other places I am waiting on which currently are predicted for 2 months later than initially promised).
Buyer beware!
Online viewing and purchasing was easy. Returning is not so realistic!!!
Potential customers beware! I ordered a coffee table online and it took 2 months to arrive. Upon receiving said item I returned it as it is not suitable for my space. I paid $569 and in return have been paid $301. I understand the freight of $115 but not the $131 restocking item for an item that is currently listed as being 'most popular'. Bad form in this climate when we are unable to physically view the item.
Wasted $500 to receive awful coffee table-Castlery refuse replacement, exchange for different product or refund.
We bought a Miles coffee table & table. Delivery was left unattended in front yard (without permission to leave) and had to be carried in by my elderly father. Table is great, coffee table looks awful. The joinery has three big 'hacks' in it and it is all I see when I sit down (see photo). We have paid $499 for a product that is just terrible quality and workmanship.
Castlery admitted that despite being advertised as 'rustic' the 'table shows lack of care in craftsmanship'. They offered a $100 voucher and refuse to refund or exchange. I have
... Read morebeen more than fair, stating I am happy for an exchange, refund, or to choose another product, but they give me no options aside from a $100 refund. I don't want to see a damaged table every time I sit down. I will be going to fair trading and will never purchase from Castlery again. This is not a quality piece. I would have preferred a $100 Ikea table to this.
Hi Lisa, In reading through the ticket it seems the agent is trying to strike balance between acknowledging what our customers feel while also offering information about the item in question.
We can
... Read more see that the agent acknowledged the untidy mitred edge while explaining that the Miles range is rustic. It is apparent that the whitewash finish has been applied after the wire brushing promoting the opinion that the table has passed our in factory quality control.If this is representative of the range, then buyer beware. For $500 Castlery will sell you a table with hacks in the wood and will call it rustic and refuse to help you, leaving you with something you
... Read more hate. Rustic means simply made, not poorly made, with undue attention- as your own rep has acknowledged this has been, in writing. You should be swapping this over, it is awful. I will not be going ahead with the purchase of the matching chairs and bench now. Hopefully others will read this review and not have to experience this disappointment also.Thanks for getting back in touch to claim the offered $100 refund. We are pleased to have the resolution accepted. Best wishes, Castlery.
3 failed delivery attempts
Delivery partner has had my order on board for delivery 3 times and cancelled it each time whilst in transit. I even had tracking and a place in the deliver queue.
Given current restrictions etc i could forgive this one or 2 times but not 3 times.
I would reconsider ordering again if they are using the same delivery partner.
Hello Peta, this is indeed a poor situation and we apologise unreservedly. On checking I can see that the despatch team has been in touch with you and a further delivery has been scheduled. If needing
... Read more further support, please get in touch with us via [email protected] though once the delivery is completed, one of the team will be back in touch to try and make this experience a little more pleasing for you.
Excellent customer service & product!
I was very sceptical about buying a couch online that I’d never sat on! The communication from Castlery ftom the start to delivery was excellent!
The couch is exactly what I was after. Highly recommend.
Avoid at all costs
Awful quality products, misleading information in regards to referral programs, rigid delivery policies which do not acknowledge difficulties associated with Covid, and arrogant messages from [Name Removed] the “Australian Customer Experience Manager”. Your constant insinuation that the referee was the same person is not true and quite frankly pathetic. Not worth arguing with people who believe they are god-like.
Hi Cody, as explained via email and chat, the Refer a Friend promotion is only valid if the person who refers their 'friend', and the person who is the 'friend', are different people. They must have a
... Read more different name, address and email. As per the terms, (readily found on the website) you were able to receive one valid code, but not the other as the contact details provided for both 'people' were not unique. The policies need to be rigid so that the promotion is fair for all who take up the offer. Castlery.
[Edited] Delivery team miscommunication - resolved.
(Review edited) Originally, I had scored based on a mix up in communications with Castlery and the delivery partner Designer Transport on instructions with a deferred delivery.
The teams (customer sales & delivery) contacted and worked out a resolution and I was very happy to receive the delivery and service on my rescheduled date. Due to the times and changing rules and restrictions surrounding the COVID Delta variant situation, the order timing had 'escaped' to the delivery partner and the instructions and notifications that were sent for s
... Read moreubsequent orders had not been sent for this one. I appreciate the groups are doing their best with the ever changing restrictions and rules and note the team are working hard to get the deliveries to the customers. I have since re-done this review the I will review the products separately once in use.
A statement piece!
This has the WOW factor. We absolutely love this piece, so solid, beautifully finished and with the dark wood and brass accents it really is a statement piece that everyone comments on. We were so impressed that we have now ordered the smaller Hudson shelf for our hall entry.
Stunning TV Unit
We spent a long time looking for a stylish and well made unit that didn't cost a small fortune. The Nigel TV unit from Castlery is both stunning and classy (love the red interior). Didn't take long to assemble - just need to add the legs. We purchased it along with the Peri table. Good match. Customer Service was excellent.
Excellent Service, Perfect Sofa
I ordered the Madison sofa in Aquamarine Velvet with the white glove delivery. It arrived yesterday and honestly, it was the easiest, helpful process I have ever experienced. Not just that, the sofa is just perfect, cannot wait for the ottoman and armchair to arrive (quite a wait for the armchair sadly, but worth it and I made the right choice to wait now I have met the sofa). The delivery process was wonderful, you get given a date by text with a time window of a couple of hours, you confirm or change all via text (super easy) and then on
... Read morethe day, these friendly delivery guys called me to let me know the exact time and did everything in minutes. My best friend loves the sofa too. Hugely recommend it and Castlery, cannot wait to get the Ottoman and Armchair too.
This is perfect
it seems to be good, I think it is so unique, I search a lot furniture to buy an unique set, I found this site.
Faulty product
Update: after expressing my concerns with the customer service team, they have quickly arranged the replacement part and provided good solutions regarding my concern. Now I am waiting for the replaced table leg to be delivered. I am glad to see that they value customer's voices and do their best to improve CX. Therefore, I revised my rating to 4 stars.
I ordered a Miles Extendable dining table set one month ago. The delivery process was fast and professional. However, the table itself is a bit disappointing. The table is not hard to assemble, b
Different to the rest of the crowd
Was unsure buying online however quality of this product is superb. Sofa will warm any room & timber finish on TV console perfect. All products were incredibly packed to ensure they arrived perfectly. Assembly of legs to sofa a simple process.
Love our new Seb Bed and side drawers.
Love our new Seb Bed and side drawers. Excellent craftsmanship and design. Thankyou for bringing style back to my bedroom space. My husband assembled the bed easily. Great quality at an affordable price.
Leather 2 seater couch/sofa
I bought the 2 seater Hanson leather couch to offset the Madison armchair I bought in velvet gold but decided that it does not suit as well as it should. The armchair is much more imposing and overpowers the couch. This does not mean that the couch does not look good. It is well made, sturdy and looks great, on its own. I will purchase the 3 seater Madison to go with my armchair and put this wonderful leather couch elsewhere.
Assembly service - updated
Update on the next day: Castlery were quite prompt to respond to me. They promised refunding the assembly fees and sent me a voucher as compensation. They have also advised they got in touch with their assembly contractor to make sure this doesn't happen again.
in terms of the actual product. I am very happy with it. it's beautiful and sturdy
This was great customer service
Original review below for context:
I ordered the "Joseph Bed" and paid an extra $100 for it to be assembled by them because i didn't want to mess it up. The delivery guys
- +1
Love my Todd Sofa
I purchased my Todd tan leather sofa last month. It arrived with in 3 days, was easy to assemble, looks stylish and fits perfectly into my Mid Century aesthetic.
I like it
I bought the Nathan sofa bed and it looks great in my living room. It is a little firm but feels very comfy when I lay down almost like a normal bed. I would suggest getting some cushions to put near the arm rests to make it a bit more plush when using it as a sofa. Castlery customer service was quick and friendly and the sofa arrived quickly. The favourite part of the sofa for me is the colour. I recommend.
Absolutely gorgeous design and wonderful quality!!!
Bought 6 x Chelsea dining chairs. Absolutely love them! Excellent quality, well made and very comfortable. Castlery promptly sent the swatch sample, answered all my questions via many chats and were extremely helpful. Was a bit concerned about purchasing furniture online as they are such expensive items without seeing the quality of the product first, however could not be happier!
Staff were courteous and very helpful when it came to updating my original order. I had purchased sofas originally and these dining chairs were an after thought. Only had to pay one delivery fee!
Awesome design and quality
Easy to assemble, love the design and quality of it! Best dining table ever. Very happy with this stunning piece.
Collected in partnership with Castlery
Love our new bean bag.
Loving my new Castlery bean bag. Exceeded my expectations, my daughter loves reading on her new favourite chair. Looking forward to receiving our ottoman.
Great experience
Product ordered after perusing the easy to use website with lovely photos in a real room setting. Great designer products available and the quality when received was better then expected. Very easy to assemble. All in all a very easy, friendly staff and a relaxed satisfied experience - will be back!!!
Collected in partnership with Castlery
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Hi Emma, on behalf of Castlery I apologise for this situation. We can see one of our agents is on this and will be in touch with you again soon.