We purchased a sofa on July 2019 and used it for a month.
The springs started jutting out of the sofa after one month of usage.
Pouf that got delivered had a foul odor and we were told to air it to let the smell go away.
After airing for 3 days the smell still lingered and we had great difficulty obtaining a refund.
Customer service takes days to reply and virtuall no one picks up their calls through to the customer service line.
Review by Ledrew2 years ago
We went down to the showroom personally and bought a list of items from Castlery which includes a set of bedframe and a king size mattress.
Delivery done in end March. Everything delivered but the wrong mattress was delivered with its size much smaller than the bedframe. Castlery promised to send us the replacement within a month or so. It didn't happen till 3 months later. In between these waiting time, no followups from Castlery; we had to send a few chasers.
When the replacement finally came in June, the delivery guys were kind enough to do a thorough check on the bed set only to find out that the screws were not tightened at all since they've delivered in March. When we complained to Castlery, guess what was their response? "The screws were loose but not that loose". Seriously?! That coming from Castlery who claims to provide a wide range of modern and high-quality furniture. They were not bothered at all about the safety of the end user?! Wow!
To make things worse, even the second replacement was a wrong size. Furious of what has happened, we requested for a refund. Castlery came back with an offer of SGD100 refund. That was seriously "generous" and very "sincere" of them to resolve the issue. We've asked to speak to the Management many times to no avail. Customer service manager who spoke to us said that we are already speaking to her who is the "manager" but with no decision power.
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