July 2021 by Nancy C.
"Consumer Beware" of dealing with personnel at the CastleLite Block location in the Dixon, California! We installed the product ourselves. Although the product we purchased was great, their management, sales personnel, customer service, dispatch and online ordering information is poor. Communication and follow-through are way below standards. The only positive person at the company was Sergio, the delivery driver that dropped off the product. He was professional, friendly & efficient. The company policy only sells their product by the pallet. The online ordering system needs to be more accurate so that it matches what the live salesperson quotes. We measured the area to build a short stand-alone wall & noticed the # of pallets on the online estimator was different (2 pallets) than what the salesperson, Hathavan, quoted (1 pallet). Hathavan assured us that 1 pallet would handle our project. Although we advised Hathavan that we would utilize the clips to keep the blocks together, she failed to tell us that the clips were a separate part and price. When we attempted to contact Hathavan by phone and email, she never responded or was on vacation? After numerous calls, Cherie, the Dispatcher, advised us that if we needed the clips they did not offer any delivery by UPS or FEDEX. Frustrated once again, we traveled an hour back to Dixon to pay and pick up the plastic clips. When we finally built the wall we came up short of 6-blocks to complete the build out. We then recontacted the company once again and asked if we could purchase 6-additional blocks but were told we would have to buy another complete pallet of (96-blocks) plus pay another delivery charge $$$. Note: This a Manufacturing site that makes these blocks . To tell a consumer we would need to purchase another full pallet even if we only needed 6 additional blocks is not a reasonable policy for a consumer! Dissatisfied ... we sent emails and requested to speak with a Customer Service Manager to help us resolve this issue. Cherie told us that the customer service manager was on vacation and we would have to await upon her return. We escalated and asked to speak with another Manager or the Owner. Finally, a person named Nick, returned our call and advised us that there happens to be one open pallet of the product and color we needed and that we could come back to Dixon to purchase and pickup the 6-blocks. After we arrived in Dixon and paid for the product, Cherie, the dispatcher, told us that Nick was out in the yard waiting for us to pick up the product. So, we drove to the yard, and looked for Nick. There were 2-forklift operators working in the yard loading pallets on trucks so we patiently waited for Nick. Finally, after about 15minutes, the forklift operator drove up to us and we told him that Nick was expecting us in the yard. The forklift operator said that Nick never comes out to the yard. Frustrated again, he made a call to the front office then asked for "hand-written" payment receipt of the 6-blocks and that he was going to assist us. He had us follow him in our truck to the area where the open pallet of product was and provided the 6-blocks that we needed. We finally accomplished our install but it would have been a lot more efficient if the Front office and Staff were more receptive to our issues instead us going around in circles.
