Castelan Group Reviews

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The details you have provided indicate that what you've reported is not covered by your policy and as such we will not be taking any further action. Further details as to why can be found below.

6403864C, Structural
Thank you for reporting this claim, however it is with regret that I must inform you that your policy for Structural Defects has not yet begun and therefore we will be unable to take this claim further. Sorry what?

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Review of Castelan Group

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customer
2 reviews
GB
Rated 1 out of 5 stars
They are a scam
They are a scam, please do not get sucked in to their lies, I had two small scuffs on my sofa which occured overnight and when I reported it straight away after noticing it like they stipulate, someone came to take pictures and then on the very first claim I ever made after purchasing a 5 year guarantee thy rejected my claim as they feel it happened gradually and not from an accident apparently.

If I have 5 years cover then why would I not make a claim at the very instance as I have cover? It does not make any sense.

I feel stupid for being a tool in their scam for becoming rich over our money!

Please avoid and do not buy cover at any costs. I am still waiting for an actual justification for their rejection as opposed to their assumption as to what they believe contributed to the damage on my sofas (questioning my integrity).

Purchased a sofa from Heal & Son. After 5 months one of the seat cushions became hard and flat when sat on compared to the other cushions. Heals sent out a technician from Castelan to look at this. He was very nice and chatty about where he lived and his barbers that he went to in my area but did absolutely nothing else. He patted the cushion a couple of times with the covers off but would not sit on the sofa even though I asked him to. His detailed report said that there was no manufacturing fault and that he showed me how to dress a cushion, which was a lie. A complete waste of time - I have had to go back to Heals to complain and take things further. Castelan are not worth the time I took from work for his visit.

Bought sofa from Furniture Village and after 4 months use the upholstery has failed in the seat and back cushion. Castelan have visited twice, once because the bracket relating to the back was misaligned but was repaired by technician and the latest serious problem is for the seat which shows the leather stretching and creasing and which sinks in the area where you sit. The back cushion has flattened and is not comfortable as well The Castelan technician has stated that it is not a manufacturing fault but would come back to pack out seat and filler in back cushion if covered. However Furniture Village have said that as it is not a manufacturing fault and is not covered by insurance therefore no further action.
It is hard to believe that if the upholstery is substandard and is not up to the purpose it is supposed to be for, that is sitting on, I can only think it is another way of getting out rectifying serious problems with substandard furniture. Although the furniture is certainly not cheap and obviously there is no customer care.
I am therefore very disappointed with my purchase and the copy of Castelan technicians report, although he did say that he would come back to try and help with the obvious problems which has been rejected. THE WHOLE IDEA WHEN PURCHASING A SOFA IS TO SIT ON IT IN COMFORT AND TO LAST FOR A REASONABLE TIME WITHOUT FAILING IN THE SEATING ETC. 4 MONTHS ISNOT GOOD ENOUGH!

Rep sent to us by Sterling Home Edinburgh regarding a Harrison Spinks Sapphire mattress the third in a line of defective mattresses.
Mattress has a 10 year guarantee after the six month bedding in period of flipping and turning the same problem as the faulty 2nd mattress was becoming evident. After 21 months tried to contact Harrison’s Sales and Marketing manager without success.
We had a busy few years with elderly and sick family then covid, I bought a wool topper to make this expensive mattress more comfortable on one side as there is a deep hollow.
After a holiday this summer and sleeping on a comfortable mattress we realised our Harrison Sapphire was defective/faulty.
The Castelan independent bed tester came with a piece of string weighted at the ends and stand up plastic to supposedly measure the hollows. He did not flip the mattress over lie properly on the bed to test sleeping positions but lay on and photographed his feet, that were higher in the air as the stuffing has gone to the bottom of the mattress.
Inspection was a JOKE!!!
Sterling say the mattress has no faults.
Castelan - Not independent paid by Sterling and Harrison’s
Sterling Home - Directors are non working Old Old foggies.
Harrison Spinks - Have not changed with the times, going bust, all profits going to Shareholders also retired or about to.

Horrible service
I've been paying for my insurance for over 3 years, I had a couple small marks on my sofas and they are giving excuses on why they can't fix them even though it is clearly in their details of things they fix. I feel scammed, I would not recommend this company - They work through SCS furniture store.

AVOID AT ALL COSTS - IF BUYING WITH SOFOLOGY DONT WASTE YOUR TIME! Awful company, technician arrived and was very thorough, although the company itself was adamant they were not going to do anything even though it fell within guidelines. Company is very unresponsive, their personal skills non existent and overall offer an awful experience. Surprised their 1.6 rating is as high as it is reading the other reviews.

We had a "independent inspection" carried out by one of their "technician" and
his report doesn't appear to resemble anything that was agreed during the inspection. I feel very let down and disappointed by the experience. My settee is faulty in a number of places with a structural section snapped which is a fact not disputed meaning that the settee is faulty and not fit for purpose. I will pay for my own report and take Furniture Village to court if necessary. DO NOT ACCEPT A REPORT FROM THIS COMPANY. THEY ARE CLEARLY NOT INDEPENDENT AND THEY ARE CLEARLY NOT LOOKING OUT FOR THE CUSTOMER ON THE BASIS OF THE REVIEWS FROM MYSELF AND NUMEROUS OTHER PEOPLE.

Bought a sofa in 2018 from scs took out insurance. What a joke. Had to make a claim, did it online due to pandemic. Received a letter basically telling me they not interested, go away we had your money. No inspection nothing. Absolutely disgusting. Won't be using scs again and definitely will not bother with insurance. Feel like they are a fake company and not interested in people's problems. Please be warned they are used by many companies.

What a joke! I've just had a visit from one of their 'inspectors' and it was perfectly clear from the minute he looked at my sofa that he was going to report the fault as a non-manufacturer issue. He took some photos and didn't even inspect the two issues I explained to him - total incompetence which would be laughable if it wasn't so serious.

Made a claim for a spill on my sofa. I had paid the insurance for professional cleaning but they sent a cleaning kit in the post. Hard to tell if it was a genuine mistake or if they were trying it on.
I insisted they send a professional cleaner round, which they did without quibble.
I cannot speak highly enough of him. He was professional, friendly and did an excellent job. You would never know there had been a spill.

Purchased a leather sofa 2019 , after asking the salesman at the Hedge End SCS, whether the sofa was genuine leather, he replied that the sofa was genuine leather. I Never missed a payment in 24 months, and I'm still paying instalments. my More

Phone staff weren't too easy to talk with but the guy who came out was great and very factual

Called me a liar. Refused to help. Did not take covid into account and being unable to contact. Technician made false hope comments. Advisors were extremely rude and disrespectful. Have escalated to ombudsman. Cause so much distress

Rejected a perfectly sufficient claim. The guy that came round made out this would be fixed which is totally two faced. He could have at least admitted to me, face to face, if he thought the claim wasn't legitimate. We're left with a sub-par sofa. Highly recommend avoiding these at all costs.

Hello
I can only speak for my self but Castelan were sent out to view my complaint with a sofa i purchased through M&S
One day I sat on it and heard a clunk and as a result the sofa lost its support and became very uncomfortable to sit on also the cushions are showing signs of material fraying.
There s only me sits on it and we have no children or pets .
When the castelan man arrived I immediately requested a replacement as the the Sofa was clearly not right.
Without even inspecting it he told me that M&S would not be replacing it .
He went to his van and returned with Staple gun and said it was repaired,
Absolute joke as he said I was sitting on it incorrectly.
I pursued the case through M&S customer service and the CEO but got nowhere.
They just fob people like me off ..

When you look at other reviews it clearly indicates to me that Castelan are well versed by the supplier into only carrying out quick repairs ,
Both parties should be ashamed of them selves .
Be Aware
Harvey Davies.
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