Review Time
Worst experience with the customer service. So, I returned some furniture and I wanted credit as I wanted to continue purchasing from Castlery.
I explained to them multiple times that I am taking my time with my next purchase as I want to be sure it is furniture that: a) Fits into my space; and b) Something that I want. I explained multiple times that my space isn't easy to get to.
Then the nightmare begins. The customer service will continually hound you to make a purchase. I explained to them that the items have been returned, you have a credit on my account. There should not be any issues.
However, despite stating multiple times, I receive email nudging me to make a decision every 2 days and also SMS to my phone nudging me. I received a couple of SMS at 9PM. I explained to them multiple times that I do not appreciate this amount of pressure in making a purchase but they continue to escalate.
Honestly, I think it is commercial pressure to force you to make a decision. I will be lodging a complaint with the appropriate bodies and sharing my experiences with them.
In the end, I just settled for a partial refund, took the 10% restock fee.
Never will I shop again at Castlery. I recommend you take your business elsewhere to a business has better service.
Let's be frank, the quality of the materials you are purchasing from Castlery is not top notch for the price you are paying. I liked some of the designs and quite honestly expected better service.
There are better options out there!
I placed an online order with Castlery for more than $3,000. The original delivery window came and went with no communication. I had to follow up with customer service multiple times for an update. When they finally sent new delivery dates, the service elevator in my building was already booked. I asked for more options and they threatened me with a $100 rescheduling fee! Just plain terrible service from Castlery for such a large order. Competitors have far more reliable delivery and support in my experience.
I ordered a picnic table that was on clearance. It came severely scratched and for the $ 60.00 in savings it was completely unacceptable. Unfortunately they will not replace it and so I am stuck spending over 1,200 for a damaged scratched table. Please beware not to order anything on sale with this company. I feel like I was scammed. Lesson learned!!
The quality is superb and it gives a rich aesthetic to the accessories collection. However, the lighting (Iris pendant light) is way too big for HDB housing, so I had to return it and couldn’t find a replacement light that is suitable for my small house.
I hope the Castlery creates a collection that fits normal Singapore housing sizes. That would be amazing.
This is the most beautiful furniture I have ever seen, I have never seen anything more beautiful than Castlery... Thank you Ms. Selva for the good chat and great attitude, as well as timely answers to questions. I wish you success and prosperity.
Great, quick delivery, service, and awesome products. Would use and recommend. One small issue, I ordered the White Glove service but when the delivery partner emailed me to schedule delivery/installation, a disclaimer was presented that they would only do lite assembly, up to 30 mins. I contacted Castlery and they said that was probably a mistake by their delivery partner. Everything was installed as promised. I would recommend the two partners get on the same page so the disclaimer doesn't cause further customer confusion.
Extremely disappointing experience. I advise against purchasing from this website. I'm still waiting for a replacement bed; the initial delivery came without hardware, and despite paying for premium service, the parts were left in my small apartment for nearly a month. They even suggested I visit a local store for the missing pieces. This bed, along with shipping and premium service, cost nearly $2000, and they offered a replacement plus a $100 refund. It was supposed to arrive today, but they have delayed it by another two days. The delivery service is ineffective and not worth the trouble. Customer support only provides apologies without any real solutions. Truly frustrating.
I needed the dimensions for the sideboard doors, which weren't listed on the website. I reached out to customer support through the chat feature, and a representative was assigned promptly. They were very helpful, checking with the store staff to obtain the exact dimensions and even sending pictures! I'm truly grateful for the team's coordinated effort!
I bought a large storage bed from the company in November 2025, opting for their premium delivery and setup service, hoping for an easy experience. Instead, I've faced nearly two months of frustration and delays, and as of January 12, 2026, my bed remains incomplete at home. The delivery team showed up without proper notice and crucial assembly parts, meaning the service I paid for couldn't be completed. Since then, the company has consistently failed to send the missing components. I was told to purchase screws myself and offered a partial refund instead of a genuine solution—this is completely unacceptable for a service they did not fulfill. When I hired professionals to assemble the bed at my own cost, we found even more missing parts, including multiple brackets, legs, support components, and fabric for the headboard. The installers had to leave after several hours because the bed could not be completed. This isn't just a small oversight—this is a significant failure in quality control and fulfillment. Customer service has been slow and unhelpful. There's no reliable phone support, only delayed email and messaging responses, with vague assurances that the issue is “under review.” Weeks pass with no resolution, no delivery of parts, and no accountability. I will not remove this review until the company either: Delivers all missing parts immediately and completes the setup I paid for, or Issues a full refund and removes the bed from my home at no cost. This has been the worst furniture buying experience I've ever had, and I will never purchase from this company again or recommend them to anyone. If you're thinking of buying a bed—or paying extra for their premium service—do yourself a favor and look elsewhere.
While in the midst of closing on a home, I ordered our table. Understanding that we should wait until everything was finalized, the representative assisted us in placing our order on hold and provided various options to ensure our order would be seamless and efficient once we were ready to move forward. Their kindness and helpfulness were truly remarkable!
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