In July 2024, Ryan Houchin said doorbell-camera footage showed two workers scheduled to deliver his $4,600 Castlery couch leaving without ringing or unloading it. He criticized Castlery as well as the logistics company. Castlery apologized, said it was investigating and taking steps to prevent a repeat; Houchin later received the couch at no extra charge.
Sources
https://www.newsweek.com/workers-delivering-expensive-couch-caught-doing-unthinkable-doorbell-camera-1921224
A spokesperson for Castlery told Newsweek: "We are deeply saddened to hear about [Mr. Houchin's] negative experience with the delivery carrier, as this does not align with the level of service we strive to provide. Rest assured that we do not tolerate such behavior and are taking appropriate action to prevent its recurrence."