Castelan Group Reviews 21.027

All good no problem

I was very disappointed with the engineer that came out to me. He did not look at the mechanism on the settee just sat on it , reclined , and then closed it up and said it was ok. He put a screw in the back upright post and plumped the leather on the seat up and reported that “he had repaired it” that is an understatement because it you touch the back post the whole seat move. I realise they are 2 separate seats but why would one move by touch and the other not. I have now a useless recliner settee at a cost of £950 and am just waiting for a response from JD Williams before I go to the Ombudsman
Mary Brookes

The claim process was quick, easy and hassle free. I was able to book an appointment straight away. Contact from Castleton Group was very good and timings were accurate. My problem was solved on the spot.

Technician was very professional and friendly

Very straight forward on line booking experience ! Kept updated & straight forward visit !

Professional and tidy good experience

Hi, the chappie who came over was very welcoming and completed a good job on my arm chair.
Guidedog Billy was very welcoming and wanted to help.😂😂 Many thanks🦮🐾🐾😊

Basically placed two pieces of foam where the chair is sagging, hardly a great fix

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.

Rodney was curtious and respectable of our home.
He made a wonderful job with the foot stool as I cannot see the repair.
Regarding the sofa seat, well time will only tell but I’m hoping that the repair won’t stretch or tear the leather.

Lee came and sorted the creaking arm of my new couch. He done a terrific job in finding the fault and restoring it back to new.

Thomas repaired my Ercol sofa perfectly! I was a little anxious initially when he explained that he was going to have to take the fabric cover off the sofa (as it looked to have been stitched into place - rather than a loose cover) but he provided information and reassurance as to what he intended to do and how the sofa would look once done. You would never know that he had done this as it was all put back together perfectly. Thank you for your professional and expert service, Thomas.

Great service and resolved the issues within 20 mins. I also picked up a couple of handy hints on maintaining the look and feel of our new JL furniture.

Friendly and arrived at stated time window. Five star service.

Easy to report and make a appointment. An excellent repair was made to my sofa.
Would recommend

Mark was an excellent representative for Castelan group, who listened very carefully to the problematic issues I outlined.
He then carried out a number of modifications to the chair, in a very professional and informative manner which, when completed, left me with an improved and more comfortable sitting experience. Highly recommended.

The engineer was very efficient and friendly
However the fault has returned and I need someone to re visit
Steve Redgate

Very nice gentleman respect for your home took his shoes off very polite and helpful

Nice woman.
Everything clean and other furniture respected.
Carpet protected.
Fault identified quickly and repair made.
Great experience.