Castlery

I am not one to post negative reviews online, but this is the only way I can attempt to escalate this situation. I am extremely disappointed with my experience purchasing a couch from Castlery. More than a month after placing my order, I still do not have a complete couch. I purchased the couch in person at the Chelsea showroom in New York City on June 11, 2026, with assistance from a sales associate. Unfortunately, the associate failed to include all required components in my order. I only discovered this after delivery, when the couch arrived missing both arm pieces and the corresponding ivory slipcovers. I was originally told to expect delivery on June 19. It is now July 9, and my order remains incomplete. The problems started well before delivery. When the couch arrived at the local warehouse, there was an issue with the delivery scheduling portal managed by Castlery's logistics partner, Maersk. The contact numbers provided in the portal were unreachable, and I was unable to get assistance from either the local or national delivery contacts. I ultimately had to contact Castlery directly, and even their team struggled to reach the warehouse. Scheduling delivery took an additional week and required repeated calls with little success. When the couch was finally delivered with the advertised white-glove service, the delivery team incorrectly claimed that I had not purchased the couch disposal add-on. After approximately 30 minutes of back-and-forth and a call to Castlery, it was confirmed that I had paid for the service. Only after the couch had already been brought into my apartment was I informed that critical assembly components were missing. Since June 26, I have been in contact with Castlery customer service regarding the missing parts. I have communicated with their team nearly every day for the past two weeks and have remained patient throughout the process. At this point, I have been told that replacing the entire couch may be faster than sourcing the missing pieces, which raises serious concerns about the order fulfillment process. What is most frustrating is that a replacement will likely require me to go through the same difficult delivery scheduling process all over again. After a month of delays, repeated customer service interactions, delivery complications, and unresolved issues, I am no longer satisfied with partial solutions. I expected a normal furniture-buying experience and instead received one of the most frustrating customer service experiences I have ever encountered. There appears to be no clear escalation path, no local point of contact, and no meaningful resolution despite weeks of effort on my part. I cannot recommend Castlery based on my experience and hope the company takes meaningful steps to improve its ordering, fulfillment, and customer service processes.

Beautifully designed store with well-crafted furniture and thoughtful styling throughout. The pieces feel modern, comfortable, and high quality, and the showroom makes it easy to imagine them in a real home. Highly recommend visiting the Castlery NY store

I purchased a Castlery bed because I loved the design and quality, and a friend highly recommended the brand. After receiving it, I can honestly say the bed itself is excellent. The quality is exactly what I expected, and the delivery crew was professional, friendly, and did a great job with the assembly. Unfortunately, my experience with Castlery's customer service and internal process was very different. After moving into my new apartment, I realized the original bed wouldn't fit my space, so I requested an exchange. Since this was my own mistake, I had no issue paying the exchange fee. Castlery also reduced the restocking fee as a goodwill gesture, which I genuinely appreciated. I originally purchased a bed for $1,299. When I requested the exchange, I selected a different bed that was priced at $1,099. Since the replacement was less expensive, I naturally expected to receive a refund for the price difference. However, my exchange wasn't processed for several days. During that time, the replacement bed increased from $1,099 to $1,299. Instead of receiving the refund I originally expected, I was asked to pay about $250 more. I paid because I wanted to receive my bed as soon as possible. This has never been about the money—I had no issue paying reasonable fees. What disappointed me was that I had already selected my replacement before the price increase, yet I still ended up paying the higher price. To make matters worse, I first received a payment request without any explanation. Only after contacting customer service was I informed that the current selling price would apply. Communication around delivery was also disappointing. I was only given a broad 2:00 PM–7:00 PM delivery window, and no one could provide a more accurate ETA, making it difficult to plan my day. The bed deserves five stars, and so does the delivery crew. My disappointment is with Castlery's internal processes, exchange system, and customer communication, which did not reflect the premium experience I expected from the brand. I hope Castlery will review this situation, as I still believe it could have been handled much more fairly.

Have purchased two pieces of furniture and I love dealing with Castlery. My Isaac leather couch is absolutely gorgeous. My marble sideboard arrived damaged and the response from Castlery was prompt and attentive to get the problem resolved, regardless of my impatience. Persenna (Senna) was as amazing with getting involved and getting me taken care of. I’m looking forward to my next purchase!

Too small exhibiting store but smells terribly good 👍🏻! Amazing 👏 the girl how attended me was so kind and respectful good quality products and woods of furniture smells so nice . The real plantains tree was my favorite 😍

I purchase a recliner sofa, unfortunately the fabric did not work for me it does have the texture feeling that’s cheap and easily breakable even though it was over 2,000. The return process and communication was so effective and they were really understandable and resourceful. They offer to exchange it and we’re totally cool if I just wanted to return the furniture. The company handling return contacted me really fast and is picking of the furniture today. Maybe this time it did not work for me, but still willing to give them a second chance in the future.

I have ordered a sectional and leather chairs from Castlery. We haven't received the items yet but I can speak to their customer service. I've interacted with several of their folks and they have been very reasonable and nice. Very impressed with the customer service. It prompted me to place a second order. Best way to communicate is an initial phone call and then continue conversation via email. With a little patience, they helped resolve everything. Looking forward to receiving our orders.

This experience was extremely disappointing from start to finish. Customer service was poor. When I tried to change or cancel my order, I was repeatedly told I would be charged a 20% restocking fee because their third-party delivery partner already had the item. No one made a genuine effort to resolve the issue. Representatives didn’t seem empowered to help and constantly said they needed to “check with their team,” but never followed up. Simple requests turned into a drawn-out, frustrating process. Delivery itself was the only positive. Gigacloud Technology handled delivery well—they were on time (even early), worked quickly, and were professional. The delivery experience was smooth and should not be confused with Castlery’s customer service. A major issue was misleading product presentation. The product page made it appear that the 71-inch table was the extended version, especially since the same page shows both a 59-inch and a 71-inch length side by side with paired photos. The layout strongly implies that the 71-inch option represents the table in its extended state. That is not the case. To order the actual extendable table, you have to navigate to a completely different product page. This confusion is exactly why I attempted to change my order. Instead of acknowledging the unclear product page, I was told I would still be charged the 20% restocking fee because the third-party delivery company already had the set. That’s when the customer service experience completely broke down. No one could cancel the order, no one could address the concern, and communication was difficult. Ultimately, I kept the originally ordered 71-inch table simply because dealing with customer service became such a nightmare. The biggest disappointment is craftsmanship and quality control. I’m sharing photos that show inconsistent finishing where the legs are screwed into the backrest. While screw covers are used, they are poorly blended and very noticeable in several areas. What makes this more frustrating is that on some parts of the same piece, the blending is done well—clearly showing they know how to do it properly—but in other areas it looks rushed or ignored entirely. For furniture at this price point, this level of inconsistency is unacceptable. The website looks great and the designs are appealing, but misleading product pages, inconsistent build quality, and customer service with no real authority make this a company I would not recommend.