The Castello Group

East Coast Air has been servicing my heating and air conditioning systems for several yearsThey are responsive, professional, and have highly trained technicians! Don't call anyone elseYou will not be disappointed

This order is custom made; woven, dyed and in-woven logo especially for this customer Our Terms & Conditions clearly state no refund or cancellationWe have shown the custom made product to the customer and the goods are in route

Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The Company has not delivered my goods, period The contact and goods were agreed upon to be delivered by January They are now over a full year late on promised delivery date and they are still only vague in their responses as to when I might recieve the order As they have been all along, answer in only in generic answers with no specifics or paperwork backing anything up as to my order (Please see the attached e-mail history from thr begining and all our interactions.) They should refund my funds now with no hesitation I would consider purchasing the items, if ever delivered They contact me at time, if ever , of delivery to them to negotiate the purchase if they want at a discounted price I've had to purchase same items from another vendor due to non-delivery by Castello Regards, [redacted] ***

The customer has an outstanding balance that must be paid before shipment can be releasedOnce paid goods will ship and deliver within the week

The customer placed an order for CUSTOM Bath Rugs with our company and failed to submit the requested deposit for these custom made items, resulting in the cancellation of the orderThey proceeded to place an additional order for the same items only to again fail to submit the requested deposit
The order was again in a position to be canceled, however after months a deposit was finally put on the account, even though it was less than the requested amount, we made the decision to proceed with production
There were unfortunately delays which are unforeseen and unintentional, these things can happen when custom items are being produced in small quantities
The product is now in the US and ready to ship out to the customer, however they still have an outstanding balance on their accountOnce their account is up to date we can ship the product which will then deliver to the customer within 5-days of receipt of payment

BUYER BEWARE! If I could give 0 stars I would. Without boring everyone with the details of my complaint, our company has experienced similar issues described by others - orders not being honored, excuses about order being stuck in customs, offers of refund from Italy that never comes, the list goes on and on and has drawn out for years. If you do business with Castello be prepared to lose your money, be very frustrated and feel a deep sense of regret - you have been warned.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

The customer has an outstanding balance that must be paid before shipment can be released. Once paid goods will ship and deliver within the week.

[redacted] Bed & Breakfast: Order was placed by Mrs. [redacted] for custom made throws. Extremely nice lady who understands the industry and length of time custom items take from Italy, unfortunately there was a miscommunication with Mr. [redacted] because on three separate occasions Mr. [redacted]...

requested a refund only to have Mrs. [redacted] cancel the request.REFUND: A full refund has been scheduled and will go out on next week's payment run (Wednesday the 22nd) There will be no cancellation charges or restocking charges deducted from their refund

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with this offer because:
 
(1) it is misleading in that [redacted] completely ignores the actual timeline of events described in this email (All emails and documents confirming the actual timeline are attached),
 
2/15/2013 - Written Order Confirmation (see attached confirmation)
3/2013 - Castillo admits it received 10,820 PAYMENT
6/2013 - Castillo alleges that it placed order (after any confusion over what was being ordered was RESOLVED)
8/13/2013 - In response to complaints about delays - Castillo states that delay caused by "port of NY over the past several months seems to be coming to an end"
8/14/2013 - Castillo email stating "the 1” pile was
completed on time and is now in route to our facility."
9/04/2013 - [redacted] Email inquiring about delay
9/04/2013 - Castillo email promising delivery in one week
9/20/2013 - [redacted] email inquiring about delay
9/20/2013 - Castillo email stating "awaiting homeland security"
10/30/2013 - [redacted] email inquiring about delay
COMMUNICATION DEAD ZONE - NO RESPONSES OR COMMUNICATIONS FOR SIX MONTHS!!!!
4/25/2014 - [redacted] email inquiring about delay of over one year
4/25/2014 - Castillo email stating "the time line has been long which we apologize for and will certainly make compensation" . . .  "we are currently still a couple of weeks out on delivery" . . . "we will have a precise delivery date Monday"
NO COMMUNICATION MONDAY AS PROMISED OR FOR ANOTHER MONTH
 
5/26/2014 - Castillo email stating "Delivery of these bath rugs is approximately 10 days"  " We cannot apologize enough for this delay"
NO COMMUNICATION AND NO DELIVERY AS PROMISED 
 
6/20/2014 - [redacted] email stating no delivery
 
NO COMMUNICATION AND NO DELIVERY
8/15/2014 - [redacted] email inquiring about order
8/17/2014 - Castillo email promising delivery in September (no explanation for prior delays)
8/18/2014 - Castillo email promising delivery mid September
 
8/22/2014 - [redacted] Cancels order - demands return of deposit  (AFTER NINETEEN (19) MONTH DELAY)
8/22/2014 - Castillo email stating cancellation "is difficult"
8/22/2014 - [redacted] email insisting on cancellation and explaining reasons
NO COMMUNICATION AND NO DELIVERY
 
9/04/2014 - [redacted] email re-sending earlier communication insisting on cancelling order
9/04/2014 - Castillo Email - "will look into it" and "certain the rugs are complete and in route"
 
NO DELIVERY
 
9/18/2014 - [redacted] email - asking for refund date
 
NO DELIVERY - NO FURTHER COMMUNICATION OR RESPONSES FROM CASTILLO (6 weeks)
 
11/4/2014 - [redacted] attorney letter demanding refund and insisting on cancellation
11/4/2014 - Castillo email to attorney- "We will get an exact status on this order and will call you tomorrow."
11/4/2014 - [redacted] attorney email - just send refund
11/5/2014 - Castillo email - refusing refund - more excuses
11/5/2014 - Castillo email - refusing refund - "We actually have possession of the container so it will be in our warehouse next week" "There is also a balance on the account; our accounting will forward paperwork to you."
11/6/2014 - Castillo email - ignoring cancellation and refund - stating goods are "scheduled to ship."
 
Further communications claiming that they are actually ready to ship (unbelievable) and trying to blame delays on [redacted]
 
(2) it ignores that given the complete loss of credibility in Castillo and [redacted].  They cannot be trusted in anything they say about the ability to deliver now or any time in the future.
 
From the emails above, you can clearly see that Castillo will say anything to try to avoid an order cancellation and refund. In short, they have told so many false stories, they have no credibility. Look at the emails, there is simply no disputing it.
 
(2) It does not take into account that the rugs are no longer needed or useful in any way to the [redacted].  We are now 19 months from the date the order was placed.
[redacted] has moved on.  They do not need or want the rugs.  They cannot use them.  They need the deposit returned.  That is the only appropriate remedy to this situation.
Regards,
[redacted]

The customer is absolutely correct. We have had difficulty with certain containers going through customs which has caused considerable delays.   We currently have a replacement container and their order should deliver within 4-6 weeks.   We cannot apologize enough for this unforeseen delay...

which has been out of our control and will certainly make compensation to the customer.   Richard [redacted] President CASTELLO 1935 Inc.

Revdex.com:I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The issue has not been resolved with Castello.  We still have not received the merchandise we paid for in February 2013.  The company keeps saying they will update us soon, but they have been saying that for over a year now.   Thank you.   [redacted] General Manager [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For close to a year we have been given the same response that they are in transit and delayed at port with no documentation. All we have is the cashed check and many emails with excuses. No resolution without proof.
Regards,
[redacted]

Revdex.com:
I have reviewed the...

response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Company has not delivered my goods, period.
The contact and goods were agreed upon to be delivered by January 2013.
They are now over a full year late on promised delivery date and they are still only vague in their responses as to when I might recieve the order.
As they have been all along, answer in only in generic answers with no specifics or paperwork backing anything up as to my order.
(Please see the attached e-mail history from thr begining and all our interactions.)
They should refund my funds now with no hesitation.
I would consider purchasing the items, if ever delivered. 
They contact me at time, if ever , of delivery to them to negotiate the purchase if they want at a discounted price.
I've had to purchase same items from another vendor due to non-delivery by Castello.
Regards,
[redacted]

East Coast Air has been servicing my heating and air conditioning systems for several years. They are responsive, professional, and have highly trained technicians! Don't call anyone else. You will not be disappointed.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business has not been truthful in past communication. the only acceptable form of resolution is a full refund. I have requested this through them directly as well.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

The customer has placed a custom made item which has finished production and is in route to us.We are unable to give details on the container which has the order because what we have will have no specific notice to their product.The product will deliver in the next couple of weeks as it goes through...

the clearing process of the ports.

This order is custom made; woven, dyed and in-woven logo especially for this customer.
 
Our Terms & Conditions clearly state no refund or cancellation. We have shown the custom made product to the customer and the goods are in  route.

Review: An order was placed to this company on 9-18-2015. This order was over $10,000. there was communication that the order was produced and in customs at the end of 2015. in April of 2016 we were then told that the order was not produced, however they would get it produced and shipped. As of 7-27-16 we were told the order was held in customs. I inquired as to the information in order to get a clearing agent to assist. The company refused to provide this information. We asked for a refund and they refused to provide that as well. the company is not responding nor are they providing updates to our order.Desired Settlement: I would a prefer a full refund in order to secure this product from another vendor.

Business

Response:

The customer has placed a custom made item which has finished production and is in route to us.We are unable to give details on the container which has the order because what we have will have no specific notice to their product.The product will deliver in the next couple of weeks as it goes through the clearing process of the ports.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business has not been truthful in past communication. the only acceptable form of resolution is a full refund. I have requested this through them directly as well.

Regards,

Business

Response:

This is a custom made item...which has finished production and is in the port system going through full physical exam with Homeland Security. This process we do not have any control over.The customer has been fully aware of the situation and all their communications are responded to in a timely manner with the most up to date information.We regret the delays but we will make good once the product is delivery with additional compensation.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,