The Castello Group

Review: My company, [redacted], placed a towel order on February 13th 2013 With [redacted] at Castello 1935. It is now January 29th 2014 and we still have not recieved our order. Everytime we ask why the order hasn't been shipped we are told it is being held by Customs or Homeland Security. We would like our order or a refund as soon as possible. I have multiple emails to show all documentation.Desired Settlement: Order received or refund

Business

Response:

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.

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 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]

Review: Made agrrement with the Director of Sales from The Castello Group, dba as Castello 1935 Inc linen company to purchase $9,298.58 of custom linens in October of 2012. I Paid in advance as it was a custom order with delivery was promised for January 2013.

To This this day delivery of our goods has not been made nor our money refunded.

I have had many phone conversations and an extensive e-mail trial between myself and Sales Director as well as the company president proving my case and them to be fraudulent.

They have not returned my funds and or can explain why I have not recieved my goods for over a year at this point.Desired Settlement: Just want our money back and to move on.

I have had to order with a new company and move on already but want our refund.

Thank you, [redacted]

Business

Response:

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.

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 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,

Review: Good afternoon,on or about January 18, 2013 we signed a PO and released a check in the amount of $7,114.50 to CASTELLO for purpose of purchasing 120 hotel guest room robes with Logo. On Febraury 12, 2013 we released an other payment of $1,935.00 for additional robes for our new spa building.We were promised to receive all of them by April 1, 2013, 4 weeks prior to us reopening our business under new name.On April 16, 2013 when we inquired about delay, we were informed by sales representative that robes had not left Turkey due to ship being delayed.We inquired about them sending us plain robes without logo by air which they didnt want to do unless we paid for cost. By May, we still had no robes and now we were told that the delay was in NY City Port due to congestion. Time went on and I would continue to ask my contact about our robes and what the delay was about.On August 12, 2013 after I inquired again, their controller infomed me that the disruption and ordeal at NY Port was due to computer issues.I followed up many moretime to no avail. On December 12, 2013 corporate controller promised compensation which to this day has not been resolved. We are a small business and like all other business depend on reputable vendors. We believed that CASTELLO was a reputable company and as such should have taken care of this situation.Desired Settlement: We require full refund for both checks payable to:[redacted]

Review: Company delivered one of 3 items we initially ordered.

We ordered 6 more items after almost a year of waiting for the first order to be fulfilled.

Company did not deliver the goods we ordered after insisting we pay in advance.

Company did not refund our money. They lied about having issued a refund check.

Basically, they scammed us and stole our money.Desired Settlement: We are suing the company in Small Claims Court for the amount of our refund plus damages. Our business suffered as a result of poor linens that we had intended to replace with Castello's products. Castello has very simply stolen our money through a lengthy process of having us pay in advance and not delivering the items we "bought".

Business

Response:

[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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We ordered our linens from Castello in December 2012, we made final payment for the full order of linens in January 2013. We were informed that we would receive the full order 6-8 weeks after full payment was received.After 10 weeks, we did not receive our order. Contact was made and we were informed the order was on it way. Addtional weeks went by and no order was recevied. Finally we were informed that our order was in transent, but a partial order (not belonging to us) would be sent immedaitley (in lieu of full order). We were told the balance remaining would be here w/in a couple weeks. We received the partial order and again were told we could expect the remainig order soon (no dates could be specified, nor would Castello provide a tracking number when asked). We continued to email and ask for tracking numbers, and were told our order was recieved and would arrive w/in 5 business days after their accounting departmetn relased the invoice. The order was "released" over 5 weeks ago, but has not arrived. Last we've heard was that our linen was being held in customs, with no release date and now no one is answering our emails at CASTELLO.Castello has been dishonest about the delivery of our linens that we ordered. We've paid in full a total of $13,688.65. We asked for a refund for the linens we have not recieved, but Castello refuses to provide a refund even though they do not have the linen order.We need assistance with either receiving our balance owed of remaining linen or a refund in the amount of the remaining order.Thank you,Desired Settlement: We would like the remaining balance of linens delivered or a refund for the amount still owed.

Business

Response:

This customer has a balance on thier account and have been given thier final invoice two months ago. They refuse to pay these charges even though they are clearly due. We manufactured custom made items in the time allowed. The balance of the order will only be released when the customer settles thier account.

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. I wanted to again follow up on the Business response. This issue is not resolved and should not be closed. Still we are awaiting our balance delivery. Once we were informed that we had a balance, we paid it immediately. We were told the remaining linens were ready to be delivered and payment had been received. The owner (Richard Cambell) then told me that he made an error in communicating that the linens were indeed still across seas and would be shipped and arrive in approximately 3 weeks. Although it took about 5 weeks, the vessel arrived and was at Homeland Security. The next problem was that the Port was backed up and our linens were stuck on hold at the Port, after weeks later, I inquired again and the shipment was being held because the manifest weight did not match the weight of the cargo. That last communiation was on October 2nd, 2013 in which I was told I would be contacted about delivery. It’s now October 31st 2013 (nearly 11 months since we placed the order) and we have not received the balance of our linens. I’ve asked numerous times for a refund since I had to purchase over $6,500 of additional linen due to the order not being delivered on time and Castello Refuses to send a refund for the linens that have not arrived. This case is NOT closed, nor has Castello provided the balance owed. Please re-open the complaint below. Thank you,[redacted]General Manger[redacted]

Business

Response:

To Whom it May Concern, The simple fact is the customer did not pay their account in a timely manner. The timeline is as follows; - 12-12-12 Order Placed - 12-13-12 Partial Deposit - 01-22-13 Balance of Deposit: Release Order to production - 03-06-13 Shipped partial order, balance still due on account - 06-27-13 Balance finally paid, order released from factory in Italy. The fact that it took considerable amount of time for customer to pay for their account which caused an extraordinary delay in the release of their order. There has also been considerable delays through the Port of NYC this past summer and the port has only just started to get back to normal procedures. These delays are well documented in the public forum. The balance of their order is in port and will be released and shipped out to the customer in due course as we have no control over Homeland Security when shipments are placed for inspection. We see no reason for this customer to lodge a complaint against our company as their account took almost 8 months to be paid. Respectfully, Richard W. Campbell President CASTELLO 1935 Inc.

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. My assitant who has been working with me regarding the linen order has taken the liberty to recap the past years correspondene with Castello. We are a reputable company that is just trying to get either a refund for the balance of the linen that we have not received and or the linen that is due. Please note, that due to Castello's inability to provide the linen order w/in the specificed 6-8 weeks, we were forced to purchase additional linens (an expense that was not budgeted). We believe that Castello is deliberately misleading in their communiations. [redacted] did indeed place our order on December 12th, 2012, and made our initial payment of $6,844.33 the following day. As discussed with the Castello accounting department and noted in invoice #[redacted] this was based upon terms of a 50% deposit and the remaining balance to be paid in January of 2013, at which time we expected to receive our linens based upon the quoted 6 to 8 week production period. On January 15th, 2013, the Castello accounting department informed us that our order had finished production but in order to ship from the factory our account had to be paid in full. While it is exceedingly atypical in the linen industry to require payment in advance of even a partial product delivery, this was in keeping with Castello’s terms & conditions and we did not yet have any reason to question their business practices so [redacted] paid the remaining $6,844.33 balance. However, two months after placing our order and having paid $13,688.66 in advance of product, by mid February we had yet to receive a single piece of linen from Castello 1935 Inc. I expressed my concerns to Richard Campbell, President of the Castello Group, and in an email from February 28th, 2013, was assured that our order was “currently in route to us from the factory. The vessel is due to dock late next week”. Then on March 5th, ostensibly in recognition of our pressing need for linens and concerns over the prolonged delivery of our own order, Richard informed us via email that Castello had secured matching linens from another customer while ours was still en route. Our response to this offer was to kindly accept but only if it would not inconvenience the other client in any way and was to be free of additional charges, given that [redacted] had already paid in full. Due to our pressing need for linen at that time, and the nearly three months that had passed since we placed our order, we did accept the faster shipment and asked that an equivalent amount of product be removed from the original order. [redacted] was assured by Richard Campbell, in an email from March 5th which was also CC’d to [redacted] Director of Sales at Castello, that our account clearly indicated an advance deposit and that any paperwork for the substitute linen was only to process the order. We were then invoiced for the freight fee of $813.51 on March 15th, 2013, on the partial order consisting of substitute linens. We informed Castello repeatedly, with delivery confirmation and read receipts on each email, that we would pay the $813.51 shipping balance in addition to the freight fees on our outstanding items only upon receipt of our full order or simply a shipping ID. We received the partial linen order on March 19th. Even if only counting from receipt of the second half of our advance deposit, in mid January, Castello exceeded the 6 to 8 week production window. We were told, in an email from Richard Campbell on March 25th, that “the balance of your order is in port” and the next day received an invoice for $812.85 freight fees and $53.00 for two additional king sheets due to factory overrun. Again, we informed Castello repeatedly and with email delivery and read receipts that we intended to pay the outstanding balance of $1,679.36 for the freight fees and small product overrun only upon receipt of either the remaining linen or at the least a shipping ID. According to [redacted], with the Castello Corporate Accounting department, our linens were merely waiting for Homeland Security to release the container as of April 16th, 2013. We then spent several frustrating weeks unable to reach Castello by phone and getting our emails bounced back to us. When Castello did finally respond, in late May, it was only to ask for remittance on the freight balance. On June 25th, 2013, Castello emailed us to “please confirm balance due will be processed so shipment can be released from the factory”. We cut a check for $1,679.36 on June 26th only to be told the following week, in an email from Castello on July 3rd that our items had not yet left the factory in [redacted]. As of this recap, we still do not have the remainder of our linen order. It is now November 5, 2013, and quickly approaching a year since we placed our order with Castello. Given their quoted 6 to 8 week production time, no port delay can justify this wait. Furthermore, Castello has noted in their statement to the Revdex.com that they have no control over when Homeland Security will release shipments, but have told us in an email that “there was a discrepancy in the manifest weight” thereby causing unnecessary further delays. [redacted] has paid Castello 1935 Inc all that was asked of us in a timely and appropriate manner, $15,368.02 in total, for a product which they have not yet fully produced Once again, we kindly ask that Castello provide the balance due of the linen order or refund the amount for the linens not received. Respectfully,[redacted] and [redacted]

Business

Response:

The shipment is clearing customs and will be expedited to the customer as soon as we have release. There has been no delay in this shipment other than our accounting releasing the order as payments became due. Richard Campbell President CASTELLO 1935 Inc.

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 only resolution is to have our linens delivered immediately or a refund for the linens that we have not received. We would also appreciate a sincere apology for the manner in which Castello conducted itself during this time. We had to purchase addtional linens from another source because of Castellos inabilty to provide linens in the agreed upon time. We believe that Castello has provided poor, inaccurate, and false information to the Revdex.com for the only purpose of damage control to their reputation. Our recap of the communcation for the past 11 months is to the best of our knowledge factual and truth (taken directy from emails and conversations with Castello). Castello mislead [redacted] and at no time had the product ready for shipment (from a local warehouse). I've asked for proof from Castello that our linen order is indeed in customs, however they have denied sending any paperwork, stating that the order is mixed with other client orders and is not available. We believe that Castello is NOW using the challenges at Customs as an excuse for their inability to provide the linens. I also asked for updates directly from Castello on our order, however I've only recieved informatin if I send an email asking or an update. Castello in general has poor customer service. I've worked in the hospitality industry for over 25 years now and never have come across a "custom "linen company that was unable to either provide the linens in a timely manner, provie updates, or issue a refund for the product that was not delivered. In addition to the inability to provide the linens in a timely manner as agreed, Castello has accepted no responsibility and blamed [redacted] (it's customer, one who paid over $15,000) for the entire problem. Poor customer service in all areas. Not that it matters to Castello, but I would certainly not place an order with Castello in the future have have shared my poor experience with other hotel partners and hotel associations in our area. No further communcation regarding our complaint is expected as the issue will go unresolved until we receieve our linens. A approxmiate delivery date would be appreciated however Castello has not been able to provide one. [redacted]

Review: Below is a synopsis of activity.

Original order place via [redacted] Summer 2014 and paid in full June 2014.

Duplicate payment made September 2014

Original Napkins received - color wrong – [redacted] accepts responsibility for this

Discover duplicate payment and request refund from numerous sources – never received

[redacted] negotiates a new napkin order as to not refund overpayment beginning of Dec 2014

[redacted] wrote on Jan 6 2015 that the lab was doing dips and the 3 options would be sent in 14 day

[redacted] wrote on Jan 22 that the color swatches should arrive that day and would then need 4 weeks for production

Never received a color swatch

Through winter 2015 numerous requests made for refund, status update etc to the answer always that the product is being processed through the port

Summer 2015 numerous requests via telephone for updates with the same response regarding port issues

Sept 2015 [redacted] responds with the same excuse

It would behoove all of us to settle this now.Desired Settlement: Result - reimbursement

Business

Response:

This customer ordered custom made linen which is non refundable. This is their second order of custom linens.The product has been completed and going througfh the delivery process, customs etc...

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.

This is unacceptable as they have been using this vague reason since early summer. There is no proof of landing at customs etc. and we have requested many times.

Regards,

Business

Response:

This customer placed a custom dyed product from Italy which was below our minimum run. We accepted to help the customer as this was there second order. These custom dye lots take considerable time and was explained in detail to the customer.There is nothing wrong with the current delivery and the shipment is going through the normal chain of processing.We are expecting to deliver the product within the next 30 days.

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.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,

Review: The Castello Group failed to deliver rugs ordered by the [redacted]. They apparently lied in various communications regarding the status of the delivery. Ultimately they failed to deliver rugs over one year after the order was placed and a deposit was paid. When the [redacted] finally demanded a return of a $10,820, the Castello company representative [redacted], refused to even acknowledge the situation, refused straighforward communication, refused to cancel the order, and refused to return the deposit. Instead, he ignored direction to cancel the order and is continuing to claim to be trying to fulfill the now cancelled order.Desired Settlement: Acknowledgement of cancellation of order and refund of $10,820 deposit paid.

Business

Response:

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 order. They 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 4 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 account. Once their account is up to date we can ship the product which will then deliver to the customer within 5-6 days of receipt of payment.

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.

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,

Business

Response:

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.

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,