9 customer experience specialists and a very poor experience
We sadly did not have a good experience. Website says good products and I agree the products are good The sofa has finally arrived and is lovely. It took over 4 weeks to get a payment link sent to us to pay. After a number of months as expected my husband was contacted by Castlery to say that that the sofa would be delivered on a certain day at a certain time and the delivery company was called Balo. My husband left work to get home and no call from Balo and no replies to any of his calls to this delivery service. After a number of weeks with daily emails and calls and 9 yes 9 different Customer Experience specialists in a call centre all using AI and profuse apologies (template) insincere and nauseating, but no sofa and no idea where sofa was A gift voucher of $100 was offered. I declined it. Balo finally contacted my husband as he was calling them so often to say that they had no sofa and never had the sofa and had notified Castlery of this. When I put a google review up of my zero star experience (but had to put one star to get review to take) the sofa arrived a few days later. Balo chucked the boxes with the sofa at my husband and left him to unpack the large pieces alone and take the packaging to the tip. So if I had no husband I would have had to rent one just to get the sofa out of its boxes and packaging. Great delivery company-NOT and they made sure to park in a communal driveway next to our stand alone driveway.