Castelan Group Opiniões 21 176

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!

Technician was on by time. Pleasant and fixed the chair quickly

Gentleman listened to my problem, and gave me good advice.

The gentleman came over was very polite, he did what he could but there are still small marks where the scratches were.

Very good repair. Quick and knowledgeable. Highly recommended.

Kyri the technician came to visit today as I had a fault with my settee recliner. He is polite clean tidy friendly and professional highly recommended. Fixed the issue for me.

Miss K Butterfield

George arrived on time , was very professional and competent. Knew his sofas inside out and quickly resolved problems. Cannot recommend him too highly !

Very polite, and got on with the required modifications

Arrived on time and exceeded our expectations with the work he put into the repair

Came when said , sorted issue quickly

Assessor sorted out the claim and arranged the Engineer quickly and friendly. Engineer arrived on time, assessed the problem and dealt with it while giving advice. Totally satisfied.

My technician was excellent. Very friendly and experienced. The job was completed in minutes to a high standard. Would highly recommend this company if the service is always that good. Very happy customer.

Very polite and helpful technician who solved the problem

Andy was very polite and respectful of my property. He made sure I was happy with the repairs before he left.

Turned up on time, the upholsterer put on boot covers and also laid down a dust sheet where he was working. the repair was done within 15 mins and it looked like new. Pleasant chap too. Very happy with the service and repair work carried out.