Castelan Group reviews

Absolutely shocking my sofas are falling apart but because it’s not an accident they won’t do anything for me although we pay insurance just spoke to a jumped up man who thinks he’s god obviously speaks to you like you’re something on the …

The worst company & customer service for insurance ever, my claim was on going for nearly 6 or 7 months I’ve had 3 different technicians come & waste my time & some don’t even show up I’ve had a technician leave without out saying & fitted …

I don’t know if Sofology have changed the company they use for their insurance products but im shocked that Castelan have rejected a claim for a stain that has come on to my sofas. This was obviously an accident but seems like from the …

Worse service ever! Very rude and unprofessional.

The first technician to visit us to repair our sofas under warranty after they …

On 10/05/24 The contractor that attended was rude and obnoxious the moment he walked in. His facial expressions immediately gave me the impression he didn’t want to be here. I don’t know what his problem was, but it fell well short of the …

I did not know anything about this company otherwise i was not paying for the extra insurance on when i bought the sofa from Sofology. they looking any excuse to not do the job. do not buy their service and do not pay extra to sofa company for this insurance.

Excellent service from Simon the technician, he was very professional and fixed our sofa creaking issue within an hour or so. Before leaving he talked us through the fix and offered very helpful maintenance advice. Extremely happy customers!

Absolutely poor service. First time had to make a claim because the delivery people put scratches all over my new floor, and it’s a nightmare to deal. Second time the sofas showed signs of wear and tear within 2 months after getting new …

Do consider before buying from this group in association with M&S, the shocking quality, breach of the sales of goods act (I have challenged) is both poor and will cause you an issue if like me you are innocent and simply made a purchase. Be warned.

I cannot fault any aspect of my dealings with Castelan.
From my initial contact with the company, right through to the completion of business, every aspect was professionally handled and at every step I felt like a …

Awful company , scapegoats for shoddy manufacturing. We have cushions in a Marks and Spencers Sofa that leave 4 inch gaps their technician said they cant be to small and that if you dress them the gaps not that big. Except when you sit on …

Bunch of crooks… Paid £400 insurance cover for my sofas and they don’t want to know about the faults… They just pass the blame on… PLEASE PEOPLE NEVER USE THIS COMPANY… A bunch of thieves

Worst company I’ve ever had to deal with, if they can bend the truth anyway possible to not give you any of your money back for your claim they will find it and the technician they send out is far from pleasent to deal with.If you are going to take insurance out for home items do not use these.

Was very skeptical having read the reviews but I must say I received an excellent service. My dog chewed a large hole in the arm of my sofa and my premium package covered me for a one off pet damage claim. Engineer was sent quickly to …

If I could give zero stars I would. Awful company and very rude staff. Even though I have an accidental tear in my sofa which should be covered in their terms and conditions they are refusing. First they said it was wear and tear but when I …

Shocking service provided, all was well initially with recovering job when assessed until it came to the appointment and fitting, the fitter arrived for a four hour job when scheduled for two, then realised only half of the covers had …

DO NOT USE THIS COMPANY!
I was sceptical at first when the SCS salesman was trying to sell me addition cover and I definitely should have listened to my gut! What a waste of money! …

I tried to submit a claim over the phone and had a really rude lady handling my claim
I ended up having to go online again through the whole process. Very …

This company is disgraceful I had a ink stain on my sofa they came out twice to try to get stain out but was unsuccessful. So they then came and put new covers on .but now covers are stagging this as been going on for 3months I paid alot …

Had a visit today to see what was wrong with my sofabed. Craig arrived on time and was professional yet friendly, knew exactly what he was talking about and gave me all the relevant info needed. 👍🏻 …

Was Humbled to recieve excellent support & Service today from Castelan group from a delightful man named Lee he was a very helpful man who helped to fix single chair plus three seater even though the three seater was not on his record, he …

I used this service through Very to insure my brand new phone as I know I’m useless with them, after two months of owning the device I had broken the screen, after making my claim and sending the device in it took them nearly 2 months (with …

Really wish I could give no stars in order to do a review! I had James come round to look at a lpv floor I had purchased from Homebase which wasn’t clicking in together so the floor was not able to lay flush. He totally agreed that the …

Fantastic service. My cat scratched my leather recliner and luckily I had this insurance when I bought the sofa. Within a week of phoning I now have a scratch free sofa. Quick friendly service. I’ve noticed all the 1 star reviews so wanted to say my experience has been nothing but positive.

If I could give zero stars I would. Absolute joke of a company. Do not use these for your furniture insurance. Their ‘technician’ came to assess an issue with my sofa, and actually damaged it further. Castelan have tried to deny this despite evidence on the contrary. This matter will be going down the legal route.

I’ve recently had a repeat visit from one of their furniture “technicians” to reappraise problems I have had since day one with a gplan 3 seat reclining sofa. One of the reclining units is clearly out of alignment with the other two and the …

Engineer came to examine our couch which has faults on behalf of the manufacturer. Whilst he was here he fully admitted the couch cushions were faulty. He then submitted the absolute opposite in his report to the manufacturer stating …

Disgusting company, will take your money for furniture insurance and promise to cover everything, including accidents, wether its spilt wine or a dog chews it etc etc, well 2 years in and my dog has plucked the seat with her paw, i …

Bought a policy to cover a sofa, had accidental damage on one area, called to make a claim. They refused to do anything as it was wear and tear and used every excuse under the sun not to entertain helping. AVOID THID COMPANY. WASTE OF MONEY.

Don’t buy from ScS because they will lie to you and sell you insurance that don’t cover anything. Castelan will do everything to wriggle out of it. Our expensive sofa was clearly damaged by accident but to Castelan its wear and tear.

I took out a 4 year warranty with the Castelan group on a leather sofa purchased from Sofiology, and this warranty isn’t worth the extra money paid. Like almost all warranties they will try to get out of fixing any damage once you actually …

Took out cover with Sofology when bought sofa, don’t bother it’s not worth the paper it’s written on. Assessor was embarrassing, firstly he told us could only look at half the sofa as it is made up of “two halves”, totally clueless as to …

This company is totally scamming customers who have paid for furniture insurance protection. You give details of your claim and they avoid carrying out legitimate work by sending out their so called ‘technicians’ who in return give untrue …

This company needs closing down absolutely disgraceful my chair is scatched I am covered for accidental damage a bloke came out to have a look and they told me it’s not accidental damage it is wear and tear scs should be ashamed of them self using this company

Stay away.

Their surveyors come round and treat occupants awfully and make you feel …

Don’t take this insurance if sales man at SCS, DFS try to sell you this insurance. They hardly cover anything that can happen in everyday life at home. Especially if you got pets or kids. Waste of a time and money. It’s big scam. I would …

Please avoid using this company at all costs. You’ll be coerced into purchasing extended warranty with all sorts of promises, promises which have no weight to them whatsoever. …

Completely pointless to take cover out with this company under SCS Warning!! Read before take out they pretty much don’t cover anything & how they word it, READ there T&C Waste of money just buy yourself a Spot Cleaner instead…

Everyone who left review spoke my mind. Castelan group are scam. Do not take any insurance from them. Run as fast as your feet can carry you. Waste of money. I will go any length to publicise this if they keep treating customers badly. …

Terrible service, homebase sent these idiots to check my wood flooring for poor quality etc, sent this man Nigel, he had no teeth, stains down his uniform and came from Berwick on tweed, rushed over everything, ignored pretty much …

Apparently their technicians are clairvoyant, reported that the colour was bleaching on an arm of my chair after my daughter has got some toffee/ chocolate drink that had stuck on the leather. I cleaned the chair prior to the technician …

Technician who came around seemed quite keen to distance himself from the final decision so even he must’ve known how petty this company are when it comes to accepting claims. …

Excellent customer service. Professional work completed. No complaints here.

Absolutely disgusted with service furniture village assigned this company due to sofa cushion sinking after 3 months and after castelan technician telling myself the foam inside is not adquete to last life of sofa needs replacement and …

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 …

Geoff came 2 fix my footstool excellent work better than it was originally 😀very pleased …

Absolute con artist so my partner put a frangrant oil bottle on my side board , perfect circle technician came out and said it looked like damage over time What!! A perfect circle awful robbing company

Won’t deal with me because I was apparently rude to their obnoxious call centre people who speak over you while you’re talking and generally have no customer service skills. …

This lot are crooks take your money and the warranty is not worth the paper it is written on. Be aware of these amateurs. SCAM

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 …

Absolute shambles of a company.. had an issue with a sofa I purchased which had little tears.. an investigator “ specialist” came out and told me it had torn because of touching it with your hands.. ( so what to wear gloves In future) …

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. …

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 …

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 …

Absolute con company. Would rate worse if I could. Make up lies on reports in order to not pay out

Bought a G plan leather recliner sofa from SCS and within a month my dog’s flea treatment rubbed off onto the leather removing the colour in a couple of patches. Be careful if you you use flea treatment as it acts like paint stripper on …

Got the warranty for my sofa and it’s had alot of peel repaired twice no problem 3rd time now no longer cover for this? And one of the issue is a repeat repair which you came out and tried to fix no issue? How is this possible

Honestly do not waste your time with this company, by all means do not get this offer with sofology either. During the pandemic stains have accumulated and now they have rejected my claim! …

i purchased a cream sopfa from Sofology and and was sold insurance from castelan from the sale person on condition that it covered accidents spills etc which it states and is covered for five years. Within two years of having the sofa a …

Apsaloutely appaling company to deal with! Typical insurance company who’s happy to take money off people but quick to fob you off with a poor excuse as to why they cant cover your sofa. The customer service is that good! Not! They couldn’t …

Do not waste your money. If I could give minus stars I would.
My leather sofa from DFS had a button come off and Castelan said this was ‘structural’ not cosmetic and therefore not covered. When I disputed a button coming …

Furniture insurance purchased with this ‘insurance company’ has been nothing but a headache so far. …

REFERENCE 4374820U. (Mr S Hutton)

My sofa claim was authorised by Castlelan in an email and then they suddenly …

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. …

Please read this and all the previous reviews before you buy a policy from the furniture company. I was sold the policy by Sofa Italia and was told that they would cover any spills, stains or manufacturer default over 5-years. One of my …

ZERO STARS!! Awful and incompetent service. Claimed for a stain on my sofa from SCS; in month 9 now and still not rectified. I have had to chase them each step of the way to progress the claim. Eventually they sent incorrect material twice, …

Apparently the springs sticking out of the sofa is “wear and tear” and the peeling leather from some unspecified “contamination” so they rejected our claim. Every time you call the staff there just make another note on your account and say …

“Sold” the service by Sofology on the basis of it is a no questions asked service which will remove stains from your sofa if you are unable to do so. What a crock of c@#p….. Accidental stain on the sofa and we call Castelan to arrange …

Refused my claim for pet scratches as they said it was a built up area of damage.
I reported to them at the first available opportunity once I’d discovered the …

On behalf of my 79 year old mother I have been trying to resolve a problem she has with her sofa warranty since June with no success. I have repeatedly called this company and spoken to several people trying to get a settlement for my …

Total con. Purchased protection from SCS for a sofa. Our sofa is stained on the arm and whilst they are trying to source the fabric to replace it, they have acknowledged that it won’t match the rest of the sofa due to natural wear of the …

Very rarely leave reviews and certainly don’t like to have to leave a negative one. However, if the option was available I wouldn’t even give Castelan Group one star. So far into my claim I have had to chase them for updates regarding my …

I have had a terrible service. I bought a 3 piece suite with one of the chairs being an electric chair. I paid for an insurance thinking if anything went wrong with it I would get some help. How wrong I was. We have an armchair that we …

Terrible service! I pay for extra cover for my sofa, I have a rip in the chair and the foam is also damaged. Made my claim on 1st December, received the wrong part (just material), was asked to send it back but had to wait for them to send …

this is one of the worst fraud companies out . they came out to fix a scratch and dyed my leather sofa the wrong colour . they then came back and removed all the bottom panels saying they would be sized and replaced . I was then told then …

horrendous .. got told in person my sofa had a manufacturer’s fault only for them to tell Argos its not and im not going to even get a replacement sofa even thought its under a year old and you can see very clearly its not wear and tear or …

Took out insurance when bought out sofas from SCS. After one year we needed to make a claim as the leather started peeling off. Didnt have much hope after reading the reviews, needless to say our claim was denied as this insurance company …

Not even worth the 1 star to be honest. Took day off work for a sofa repair & got a call at 4.10 pm from Castelan saying he couldn’t make it. We also had a couple of stains on our sofa & was told it wasn’t covered. The sofology sales …

Similar experience to everyone else, bought the insurance that covered EVERYTHING including one time pet damage, when i filled out the form and put a dirt stain they rejected it as they said i did not specify what the stain was. Also …

Pointless sofa insurer in my experience. Seems to think up any excuse to get out of accepting a claim. Leather on my sofa started to split through no fault of our own and apparently that means we aren’t covered because we didn’t cause the …