Castelan Group Reviews 20,338

Stuart attended today to inspect 1 of the sofas delivered a week ago, by contractors A1 Removals on behalf of Furniture Village. The sofa’s feet were loosely attached,sofa not bolted together , the... See more

Very courteous engineer arrived shortly before I had to attend a virtual interview. I apologised for being 'unavailable' for when he'd likely finish but very graciously said 'no worries, i'll wave a... See more

The representative introduced himself and was most respectful of our home. He talked me through the problem and the course of action required for the repair. He also assured me that the repair should... See more

Castelan really stepped up to the plate yesterday getting an engineer out, at short notice, to fix my recliner chair. The chair was delivered in December as part of my recovery plan for my hip replac... See more

The young man who came to examine my wife's recliner chair,was friendly, polite,efficent, professional, and explained very carefully what he was doing. He checked the chair thoroughly and gave good ad... See more

James messaged to let us know when he was coming and followed up by phone so we knew when he was close. Not only did he correct the original problem but found (& corrected) another one! Our 2 sea... See more

Easy to make the appointment in the first instance, w its date confirmed. Contacted the evening before and given approx time of arrival . Arrived on time, was polite and friendly. Protected carpets an... See more

Castelan responded quickly. At first rejected claim leaving it to be the result of a plumbing leak which it wasn’t. But they were corrected that immediately when I called them. They answered the call... See more

The case was handled in a professional way, good communication. Technicians arrived on time, bringing their shoe covers, protection sheet.etc. They identified fault with reclining sofa, to be loose w... See more

The appointment was easy to make and in a reasonable time. The man arrived promptly, was polite and friendly and explained the treatment and also wore covers over his shoes. However, almost two weeks... See more

Impressive service from the beginning. The booking arrangements were efficient & communication via email etc was exactly as they promised. We received reminders for the appointment & the night before... See more

Service was excellent. The gentleman who came was extremely professional. He found and repaired the missing button from the cushion. He also advised that the button had most likely been over tight... See more

I just feel the whole experience is ling and drawn out before you even get anything fixed. You then have to wait another week minimum for you to email them to arrange another appointment for the sofa... See more

Arrived during the time period stated. Respected my property. Took before and after photos. Fixed the problem hopefully but said any problems to get back in touch with my retailer. Also gave me ti... See more

The technician phoned the day before as arranged and then on the morning to give an exact time. Smart trade van and put overshoes on as he walked in the house. Reassembling the king size Hypnos divan... See more

Unfortunately have to book a whole day off work for a visit as afternoon or morning can't be specified - which meant delaying visits. First visit replaced broken parts but recliner only worked for 48... See more

Very efficient service after my new sofa was delivered with a minor fault. Furniture village advised someone from Castelan would call me within 72hrs to arrange an appointment. Call received the foll... See more

There was good notice with timeframe of arrival, which he attended on time. There was squeaking when rocking which he put right straightaway with lubricant. He also sorted the rear arm which was out o... See more

The guy who came to try to fix the awful creaking noise on both sofas said he knew what the problem was when he heard the noises. He worked on both sofas. However by that evening the creaking was back... See more

Simon from Castelan did a great job fixing the faulty leg fixture of a new sofa delivered by John Lewis. It was an expensive sofa and we were very disappointed that the delivery guys from John Lewis c... See more

Took awhile to secure an appointment after completing the claim form online and when the technician came out he took pictures and sprayed silicone spray on the mechanism. To be fair the recliner did n... See more

Arrived bang on time. Very efficient and professional at all times. Was able to rectify our issue seemingly without any concern. Didn't know this service existed before but we're big fans of it now!

Our bespoke chair was delivered with some cosmetic damage to the side and front. Images were taken, and rather than wait another 12 weeks for a replacement, we were offered their repair service to... See more

We had a brand new bespoke leather arm chair from John Lewis that was unstable. Castelan were entrusted by John Lewis to report on the chair and repair it if possible. Castelan arrived on time, were r... See more

Your representative was knowledgeable and polite. She examined the tear underneath and was prepared to replace the complete cover . I asked if we could repair the original one and we agreed she would... See more

The man who came to clean just sprayed the top of the sofa, wiped it off and went away. What is the point of paying for insurance, disrupting your schedule just for some lazy person to come and do the... See more

I was contacted the day before my appointment to give me a 2 hour time slot. Lovely chap Darren arrived, put on his shoe protectors and inspected my scratched sofa. He told me he could repair the l... See more

Reported a fault with a riser/ recliner chair via an online form. Very easy to complete and submit. Heard back within the hour. A visit from an engineer was booked and he arrived within two working da... See more

Very friendly, informed, polite, prompt and efficient engineer, who sorted our chair issue in no time, leaving everything neat and tidy. Left his number in case we needed more advice. They contact cu... See more

The technician repaired my sofa after quickly identifying the faults .He knew his job and carried through the repair process with ease and knowledge .Came prepared with floor protection example covere... See more

The engineer advised of an anticipated arrival slot the day before the visit. When he arrived he was polite and courteous and knew what he was about with the furniture. The final coup was he fixed our... See more

Extremely disappointed and upset at the condition of the unit now. It has been completely messed up instead of one or two marks we now have white patchwork. It’s completely unacceptable as a piece of... See more

Engineer informed me the night before what time he would be arriving the next day. He was right on time, very professional, in the fact that he took off his shoes before coming in to the house, very... See more

Useless Warranty – Don’t Waste Your Money I’d give zero stars if I could. Bought an expensive warranty for my table, which was accidentally damaged. Filed a claim and waited over a week, only t... See more

I purchased furniture insurance with my loaf sofa, made a claim back in May the product they sent to treat sofa took the colour of the cushion so made the issue worse. Six months on several emails l... See more

Appointment was on time with a reminder sent . Upholsterer was pleasant, well presented and pleasant. Took his shoes off without being asked. Remedied the problem quickly and assured me there would be... See more

Easy claim form to complete. Got appointment very quick. Got lots of reminder messages Engineer arrived In promised time slot. Covered his shoes every time he came in the house. Was very thorough hel... See more

Was told when purchasing our dining table and chairs from furniture village that if we purchase this “cover” for £200 we get unlimited call outs for X amount of years - I fill in a “claims form” - the... See more

Specialist came out, said he needed report back to the supplier that the table needs a fix he couldn't do and the supplier would contact us... In reality, he reported back that he'd resolved the iss... See more

Very easy form to complete, followed quite quickly with an email confirming date for repair. Engineer called the day before to advise what time he would be calling, thus saving us having to stay in... See more

This company was brilliant at keeping me informed of when they would be arriving. Were prompt at dealing with my problem. The man ( simon) arrived promptly, with msgs night before and on morning of v... See more

Very polite and friendly engineer came round to inspect the motor on the sofa which had been intermittently not working. He turned up on time, completed the job promptly and was respectful of the pr... See more

Excellent service from James, both occasions was excellent customer service. Treated me with respect and put proper PPE on before entering the property. Luckily he lives in Essex so he rang and text m... See more

The technician contacted me the day before the visit to give a 2 hour window for the visit. He arrived within that time and was very courteous, he explained about the issue of fire retardants causing... See more