CE
Castelo Exclusive Fashion
Unclaimed Business
CE
Castelo Exclusive Fashion
Unclaimed Business
0 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
Ranked In Retail
#53NPS Score
-100Unlikely
Ranking
#53
in Retail
NPS Score
-100
Recommended: Unlikely
Recent reviews (0)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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CP
Cathy P
1 reviews | Active since Jan 2020
4 Feb 2025, 14:03
DO NOT BUY FROM THIS STORE ONLINE - THEY REFUSE REFUNDS - DISGUSTING
I am writing to express my dissatisfaction with the experience I had regarding my recent online purchase. I ordered four pairs of shoes on December 30, 2024, and went to the store to collect them on January 7, 2025. Unfortunately, only two pairs were ready for collection. Upon trying them on, I found that one pair had a very poor fit, causing my feet to slide out of the shoes. I immediately requested a refund for this pair, explaining the issue to the staff and showing them the problem. While I decided to keep the other pair, I requested that the refund for the ill-fitting pair be processed back to my credit card. However, I was informed that it is the company’s policy to issue only a credit note, valid for three months, instead of a direct refund. I was unaware of this policy, and it is unlike any other store practice I have encountered. I explained that I would not be able to use the credit within the three-month period, as the store's stock would not necessarily offer suitable replacements, but my request for a refund was refused. Following this, I requested that the remaining two pairs of shoes not be sent, as I did not want to risk encountering the same issue. Again, my request was declined, and I was told that if I chose not to keep these shoes, I would only be issued another three-month credit note instead of a refund to my credit card.
Helpful (0)
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Cathy P
1 reviews | Active since Jan 2020
4 Feb 2025, 14:03
DO NOT BUY FROM THIS STORE ONLINE - THEY REFUSE REFUNDS - DISGUSTING
I am writing to express my dissatisfaction with the experience I had regarding my recent online purchase. I ordered four pairs of shoes on December 30, 2024, and went to the store to collect them on January 7, 2025. Unfortunately, only two pairs were ready for collection. Upon trying them on, I found that one pair had a very poor fit, causing my feet to slide out of the shoes. I immediately requested a refund for this pair, explaining the issue to the staff and showing them the problem. While I decided to keep the other pair, I requested that the refund for the ill-fitting pair be processed back to my credit card. However, I was informed that it is the company’s policy to issue only a credit note, valid for three months, instead of a direct refund. I was unaware of this policy, and it is unlike any other store practice I have encountered. I explained that I would not be able to use the credit within the three-month period, as the store's stock would not necessarily offer suitable replacements, but my request for a refund was refused. Following this, I requested that the remaining two pairs of shoes not be sent, as I did not want to risk encountering the same issue. Again, my request was declined, and I was told that if I chose not to keep these shoes, I would only be issued another three-month credit note instead of a refund to my credit card.
0
Replies (0)HC
Henry C
1 reviews | Active since Jan 2020
14 Nov 2024, 10:50
****** by Castelo shoes
I bought a pair of loafers two years ago at Castelo hoping I’m buying high end top quality shoes. I buy a lot of high end shoes and as one would know with such you don’t always wear your high end shoes. This pair I got from Castelo I only wore them three times and on the third occasion,this past Sunday as I was removing them I realized that they are tearing apart. This is the first time I am experiencing this considering the value and the shop I was shocked to the quality of these loafers. I’m think these are **** shoes and this is supposedly to be a high end store in Melrose. I took the pair to the shop to get a response after explaining my concerns and told them that could be a manufacturing issue and asked for assistance. To my surprise one of the managers named Sky who’s very rude and has every little to no understanding of customer care and solutions to customer complaints tells me it’s caused by wear and tear and does not bother whatsoever to look at the shoe it’s sole and inner which can easily indicate that this is not a wear and tear issue rather a manufacturing problem. Even the director Sue seems unconcerned. I guess that how they make their money by selling **** shoes at a high end value price. I feel ****** and de*****ed by this company. I even took pairs of shoes that are 20/15/10/5 years old to the manager to show them that they are not having this problem and she says I should take up with the manufacturer in Brazil. That’s how they deal with customers. Disappointing customer
Helpful (0)
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Henry C
1 reviews | Active since Jan 2020
14 Nov 2024, 10:50
****** by Castelo shoes
I bought a pair of loafers two years ago at Castelo hoping I’m buying high end top quality shoes. I buy a lot of high end shoes and as one would know with such you don’t always wear your high end shoes. This pair I got from Castelo I only wore them three times and on the third occasion,this past Sunday as I was removing them I realized that they are tearing apart. This is the first time I am experiencing this considering the value and the shop I was shocked to the quality of these loafers. I’m think these are **** shoes and this is supposedly to be a high end store in Melrose. I took the pair to the shop to get a response after explaining my concerns and told them that could be a manufacturing issue and asked for assistance. To my surprise one of the managers named Sky who’s very rude and has every little to no understanding of customer care and solutions to customer complaints tells me it’s caused by wear and tear and does not bother whatsoever to look at the shoe it’s sole and inner which can easily indicate that this is not a wear and tear issue rather a manufacturing problem. Even the director Sue seems unconcerned. I guess that how they make their money by selling **** shoes at a high end value price. I feel ****** and de*****ed by this company. I even took pairs of shoes that are 20/15/10/5 years old to the manager to show them that they are not having this problem and she says I should take up with the manufacturer in Brazil. That’s how they deal with customers. Disappointing customer
0
Replies (0)TR
Thoriso R
1 reviews | Active since Jan 2020
4 Nov 2024, 09:32
Castelo not refunding on a fault of their own!!!!!
How I wish I had read these reviews prior to buying from Castelo!!! I purchased a pair of shoes which were noted as available on the website but it turns out they were sold out!!I have been requesting my refund for over a month and they claim to have paid me but they haven’t!!! I will take this up because this is *****ing from customers!Disgusting!
Helpful (0)
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Thoriso R
1 reviews | Active since Jan 2020
4 Nov 2024, 09:32
Castelo not refunding on a fault of their own!!!!!
How I wish I had read these reviews prior to buying from Castelo!!! I purchased a pair of shoes which were noted as available on the website but it turns out they were sold out!!I have been requesting my refund for over a month and they claim to have paid me but they haven’t!!! I will take this up because this is *****ing from customers!Disgusting!
0
Replies (0)AP
Aris P
1 reviews | Active since Jan 2020
30 Sept 2024, 09:17
DISGUSTING SERVICE, *********** STAFF
To say the service has been beyond disappointing is an understatement. I have made a purchase almost 3 weeks ago and have received zero feedback regarding the delivery date. The incompetence when trying to phone head office is beyond disgusting. You are just given the run around with promises they will call back and never do. Literally going to report this to consumer commission as their policies controvene so many laws. WOULD NOT recommend anyone to purchase from this store.
Helpful (0)
|Replies (0)AP
Aris P
1 reviews | Active since Jan 2020
30 Sept 2024, 09:17
DISGUSTING SERVICE, *********** STAFF
To say the service has been beyond disappointing is an understatement. I have made a purchase almost 3 weeks ago and have received zero feedback regarding the delivery date. The incompetence when trying to phone head office is beyond disgusting. You are just given the run around with promises they will call back and never do. Literally going to report this to consumer commission as their policies controvene so many laws. WOULD NOT recommend anyone to purchase from this store.
0
Replies (0)M
Michael
1 reviews | Active since Jan 2020
19 Jul 2024, 15:41
Great experience
I’ve ordered shoes for my wife and what I did was to call in an ask if it’s true to size and the lady from the Bedford view store gladly told me customers say a size down fits perfectly and they actually did fit her perfectly. I am about to buy jeans from their Sandton store and the I’ve been in contact with the sales person and they’ve been helpful. I think the store needs to ask customers when they fit garments so they can know the fit coz designer brands turn to be tricky when it comes to the fit. The customer should fami****ise themselves with different brands and read the garment description properly,you’ll never go wrong. Their service is great but needs a little work.
Helpful (0)
|Replies (0)M
Michael
1 reviews | Active since Jan 2020
19 Jul 2024, 15:41
Great experience
I’ve ordered shoes for my wife and what I did was to call in an ask if it’s true to size and the lady from the Bedford view store gladly told me customers say a size down fits perfectly and they actually did fit her perfectly. I am about to buy jeans from their Sandton store and the I’ve been in contact with the sales person and they’ve been helpful. I think the store needs to ask customers when they fit garments so they can know the fit coz designer brands turn to be tricky when it comes to the fit. The customer should fami****ise themselves with different brands and read the garment description properly,you’ll never go wrong. Their service is great but needs a little work.
0
Replies (0)NM
Ntaoleng M
1 reviews | Active since Jan 2020
11 Dec 2023, 20:50
Unfair Business Practice by Castelo
On the 30th of November, I ordered shoes on the Castelo Exclusive Fashion website; and because I needed the shoes urgently, I opted to collect them, at the Melrose Arch branch. At no point on the website is it stated that the shoes that are being sold may not be found in any store. I then called on the 1st of December, early in the morning, to confirm that I will be collecting the pair of shoes. The lady on the other side of the line only then mentioned that the shoes aren't guaranteed to be at the store, as they may either be at the warehouse or in CPT. She then asked that I give her about 15 minutes so that she can check. The lady did not call. After close to 2 hours, I called the store back, for four times without any answer. On my fifth attempt, only then did someone answer. It was then that I was told that the shoe is in fact in CPT. Can it be known that I was in the Johannesburg area at the time these calls were being made. It was only after this call that I had to make plan b, and this meant purchasing an available pair at another store, and then drove home to the Vaal. It was only after 5pm that I got a text from one of the ladies who work at the store to say the shoe is in the store. This can only mean that the shoe was always there, but the lady did not care to check thoroughly. This can be deduced by how uncertain she was with the questions I was asking pertaining to the shoe and the store itself (with lots of chit chatting in the background - story for another day). With a new pair of shoes bought, and me being in the Vaal already, I do not think that it is reasonable for the store to expect me to keep the shoes. At the heart of this, is the fact that the store staff were ***********, and gave false information about the shoe. Essentially, the store returns policy is there to ***** customers over, even when the problem is caused by their own staff members. I had not budgeted for two pairs of shoes. And it goes without saying that their shoes are not cheap.
Helpful (0)
|Replies (0)NM
Ntaoleng M
1 reviews | Active since Jan 2020
11 Dec 2023, 20:50
Unfair Business Practice by Castelo
On the 30th of November, I ordered shoes on the Castelo Exclusive Fashion website; and because I needed the shoes urgently, I opted to collect them, at the Melrose Arch branch. At no point on the website is it stated that the shoes that are being sold may not be found in any store. I then called on the 1st of December, early in the morning, to confirm that I will be collecting the pair of shoes. The lady on the other side of the line only then mentioned that the shoes aren't guaranteed to be at the store, as they may either be at the warehouse or in CPT. She then asked that I give her about 15 minutes so that she can check. The lady did not call. After close to 2 hours, I called the store back, for four times without any answer. On my fifth attempt, only then did someone answer. It was then that I was told that the shoe is in fact in CPT. Can it be known that I was in the Johannesburg area at the time these calls were being made. It was only after this call that I had to make plan b, and this meant purchasing an available pair at another store, and then drove home to the Vaal. It was only after 5pm that I got a text from one of the ladies who work at the store to say the shoe is in the store. This can only mean that the shoe was always there, but the lady did not care to check thoroughly. This can be deduced by how uncertain she was with the questions I was asking pertaining to the shoe and the store itself (with lots of chit chatting in the background - story for another day). With a new pair of shoes bought, and me being in the Vaal already, I do not think that it is reasonable for the store to expect me to keep the shoes. At the heart of this, is the fact that the store staff were ***********, and gave false information about the shoe. Essentially, the store returns policy is there to ***** customers over, even when the problem is caused by their own staff members. I had not budgeted for two pairs of shoes. And it goes without saying that their shoes are not cheap.
0
Replies (0)