Castlery Tracking Order Status

I really liked that the company reached out to try and resolve the issue I had with their product. I expressed that the quality and durability of the couch did not last 6 months, and they wanted to make it right. They asked for pictures and the batch reference number. They even emailed me again when they didn’t hear back from me (which was only a day… during a federal US holiday at that). EDIT: the team has reached back out to me and reassured me that they have received my email with the requested information. A member of the team also called me to let me know that my inquiry is being reviewed, and they will reach back out after they have investigated. I’m satisfied with the quick turnaround and response from the team.

I have purchased multiple furniture items from this store. Their store carries very elegant furniture for a great price. The quality of furniture is good. The customer support team is always looking out for you and goes out of its way to ensure that you have a great experience with shopping.

My wife and I recently decided to purchase our first big "grown up" piece of furniture, and decided on a Castlery leather sectional, costing ~$3200 (which is a lot for us). We loved the piece when it arrived, but very quickly noticed one of the seams was coming apart and a slight tear in the leather. When we contacted the company, we received exactly 1 phone call in which they offered a 10% refund. We rejected that offer, which set off a long string of emails. We eventually got a more generous refund offer (via email), but throughout the entire conversation were unable to actually have a phone call with anyone. On several occasions they said someone would call us, but every time it ended up with another email and another excuse as to why a phone conversation was not possible. We feel fortunate we were able to get enough of a refund to cover the future costs of repairing the couch, but came away very frustrated and annoyed that they were unwilling to facilitate a simple phone call. I just hope we don't have any additional issues, as it's hard to be optimistic about their commitment to customer service when they aren't even willing to pick up the phone. Update: like many others experiencing issues, I received the email below from Castlery. I don't know about anyone else, but while I guess I appreciate the sentiment, I wonder if anyone has actually seen a change in their approach. So, until I am convinced they are actually going to change anything (i.e., until I receive an actual phone call), I'm not likely to shop with them again and would not recommend them to anyone who asked.

Furniture looks and comfort 10/10. Quality 8/10. Customer service 0/0. I have reached about 3 different things now and have been so disappointed in their responses/support (or lack there of). The most recent case is so comical and pathetic I have to share — I purchased over 5K in furniture from them in the fall. I have had it almost 6 months and have used it about 3 times considering I live in Chicago and it’s now March. The plastic cap on the bottom of 2 of the metal legs came off and I have no idea where they went. I reached out asking if they could send me OR EVEN IF I COULD PURCHASE NEW ONES and they said no. So now my chair is garbage, because I can’t have an open mental leg on my concrete stones… 0/0.

The Josh floor lamp is ideal for lighting up corner areas. Simple design w a sleek gold color lamp head