Castlery Reviews 

Senna was very helpful and quickly directed me to the right creator program, thank you!

Friendly staff, very efficient, great communication, delivered the product inside the house

The delivery company called ahead to let me know arrival time and arrived on time. Very professional and did a great job with assembly and clean up.

The TV console is beautiful and really goes well with our decor, but we did have an issue with the delivery. Fortunately, the service representative Nurin was very proactive and quickly resolved our issues, thanks Nurin, you are an asset to Castlery.

The workers were very careful carrying it in and they didn't excellent job constructing it and putting it in place

Delivery arrangement

So far so good - very accommodating ! hopefully the sofa will be as good as the photos !

Whilst it’s exactly what you expect it’s very rare that things go exactly as you’d like. Order confirmed, contact day before delivery with three hour time slot, telephone call on the way and then delivered within that time slot - friendly and helpful delivery drivers - all perfect 👌

Had issues with my bed, but Balvinder and Nadia from the Global Service Excellence Specialist team really went out of their way to help and made everything right. Thank you!!

Super helpful customer service! Huge thank you to Siena for dealing with my query super quickly x

In time and all in place, thanks as always, Castlery.

Senna is so helpful!! I really appreciate her assistance and quick feedback.

Senna was amazing and extremely helpful!! You outta give her a raise!!!

I initially experienced poor communication trying to arrange for an exchange. Slow unresponsive emails. Then a staff member, Bavani took over, instead of 10 emails back and forth going nowhere, Bavani picked up the phone, called me and resolved it so quickly and efficiently! Thank you Bavani, great customer service !!
Leona

Unfortunately, my experience with Castlery was very disappointing.

My order first arrived with missing parts for one of the counter stools, which I reported shortly afterwards.

The much bigger issue was the dining table. I received confirmation that it had been dispatched, followed by communication from the delivery company and a confirmed delivery slot. However, on the morning of the scheduled delivery, the delivery was cancelled.

From that point onwards, the information became very confusing. Castlery said the table had been shipped, while the delivery company appeared not to have received it. At one stage, the tracking information even suggested that the item was being returned.

Castlery later explained that they were in the process of moving warehouses and asked me to allow the delivery company seven working days. I was willing to wait and gave them the time they requested.

After that, I contacted Castlery twice, and on both occasions I was reassured that the table would be dispatched shortly. However, I was then later informed that the table had actually been lost in transit.

For me, this was one of the clearest examples of the communication problem. As a customer, it became increasingly difficult to know which information I could rely on. The conflicting information between Castlery and the delivery company, followed by inconsistent information from Castlery itself, significantly reduced my confidence in the company.

What frustrated me most was not simply that something went wrong — logistics problems can happen — but how the issue was handled afterwards. I repeatedly had to contact Castlery myself for updates. I was often asked to wait, but once the stated timeframe had passed, I was still the one who had to follow up.

After so much uncertainty, I eventually decided that I no longer wanted the table and requested a refund. Considering that the table had never even been delivered to my home, I expected the refund to be straightforward and processed promptly. Instead, I again had to chase for confirmation and updates. I have now finally received my refund.

To be fair, the individual customer service representatives I dealt with were generally polite and courteous. My criticism is not about their attitude. The real issue was the lack of effective problem-solving, proactive communication, follow-up and ownership when something went wrong.

One thing I would suggest potential customers pay attention to is the customer service availability. This is only my personal impression, but as some items may involve international shipping or overseas supply, limited support hours could become more noticeable if there is a delivery or logistics problem.

Overall, my experience involved missing parts, a confirmed delivery that never happened, conflicting information, being asked to wait without proactive follow-up, repeated reassurance that the table would be dispatched, then being told it had actually been lost in transit, and finally having to chase again for my refund.

Polite customer service is appreciated, but customers also need clear and reliable information, ownership of problems and proper follow-up. Unfortunately, that was where my experience fell far short of expectations.

I've had multiple sofas from Castlery (due to multiple cross-country relocations) and it's such an excellent place to shop! Customer service at both, the physical stores and online/ via phone/ WhatsApp are truly excellent! On my last sofa order, I had seemingly forgotten to add in-room delivery, no problem to add later on! The delivery company they have used at CA and NY was highly professional, great communication, scheduling and delivery experience. As part of the delivery, there was a small issue that was immediately resolved by customer service. Overall, 10/10 experience every time!

Great Delivery Service! Very helpful and professional.

Amazing customer service!

We bought half of our furniture from Castlery and their customer service team was always responsive and helpful.

We recently ordered a sideboard and the ordering process was very easy. Due to trades working in our home we arranged delivery to suit and subsequently had to push the delivery out. We were ably assisted in this process by customer service representative Izzati who responded promptly . We can recommend Castlery having previously purchased a bed from them also with the same great service given.

Nurhidaya was a pleasure to communicate with. My request was well understood and promptly dealt with.

Tarmizi and colleague were very helpful in providing me excellent customer service/updates on this order - my beautiful Vincent table arrived today and I love it!

I have purchased a whole bedroom set last year - the products are fantastic and the team there is very helpful! Thank You again!!