Castelan Group Opiniões 21 171

Polite, considerate and professional service.

I had great experience as a guy told me where I went wrong trying to put the wardrobe together

They were prompt in responding to the complaint and the action taken

The chair was fixed but only a matter of time before it breaks again

Great service by Lee. He looked at the problem. And recognised straight away what the problem was. Had it rectified in no time.

Very prompt response to issue.
Excellent communication, including phone call when technician was on his way.
Repair carried out efficiently and quickly.
Technician was professional and courteous.

The issue with my bed and sofa were sorted there and then. Very thorough and quick. So good to get a great service.

I had a phone call in the morning to let me know what time the technician would arrive. Kept updated when previous job over ran. Technician polite and friendly, chair leg fixed within a few minutes. Happy with service.

From start to finish...booking, confirmation and communication, the process was straightforward. Better still was the very pleasant and helpfulness of the technician. He arrived promptly and addressed the issue with the leather on our settee brilliantly. Delighted with the service provided.

Really friendly and knew exactly how to sort the issue.
The sofa is amazing anyway, it was just a little short on padding apparently.

Excellent service , had someone come out to my home within a few days of making the first enquiry regarding the stitching coming away on my SCS sofa.
Very professional , well mannered gentleman arrived , even took his shoes off. Repaired my sofa there and then within half an hour .
Perfect service from start to finish , extremely straightforward to book an appointment online too .
5 stars 🌟

He was very polite,worked on the chair until he had solved the the problem,hopeing all goes well

Good communication as to time if arrival. Brief visit friendly technician. Only issue was would have been good to know why second technician was coming as repair had already been done week before.

Great service

Well the problem has not been resoved the chair still smells and he put in his report not a manafacturing fault all though off setting gas from the fire retardant materials used. Which has now left next confused as well as myself.
However, he was pleasant and friendly

Responded within the agreed time. Turned up on time and got on with the repair to my furniture. All good.

Fast, friendly service, great job completed

Avoid Avoid Avoid !!!!!

I purchased a 3+3+2 furniture set four years ago (Order No. WEB8311596), together with a five-year extended warranty for added assurance.

During the fourth year of ownership, I reported a defect to Furniture And Choice, as multiple springs had begun protruding through the seating. I was informed in writing (by a representative, Taryn) that the extended warranty was administered by Emmiera. However, upon attempting to pursue the claim, I was redirected to Castelan Group, as Emmiera was no longer the warranty provider. This inconsistency raises concerns regarding the accuracy and reliability of the information provided at the point of claim.

An engineer appointed by Castelan attended my property and, during the inspection, stated that the springs were failing, that the condition would deteriorate further, and that the issue was not repairable. He further indicated that he had encountered similar issues with comparable products. This interaction was recorded via my home security system.

Notwithstanding the above, I subsequently received a written outcome from Castelan attributing the defect to “wear and tear,” thereby declining the claim under the terms of the warranty. This conclusion appears inconsistent with the engineer’s assessment at the time of inspection.

I have initiated a formal complaint and am currently awaiting a final response in accordance with the stated complaints procedure (within 40 days), following which I will consider escalation to the appropriate ombudsman service.

In light of this experience, I would exercise caution when purchasing from Furniture and Choice or relying on extended warranties administered by Castelan.

James was so polite and reassuring. I had every faith that the repair he was about to undertake would not be noticeable ….and I couldn’t have been happier with the finished result. It was incredible!