If you are seeking a business who prides themselves of quality and efficiency before and after-purchase customer service/follow-up. Then this is NOT the company you want to choose.

I enquired about having a cubby house built in April 2020, the response from enquiry, quote to confirmation of purchase took about 20 days. Delivery was to happen 5/6/20, but delays due to covid pushed it to 19/6/20. Communication before delivery was poor, no response to calls, messages or emails. Jono (Brisbane manager) would say he would email or call back but doesn’t happen. Cubby was not completely done on first installation, with issues and waiting for another trip from them to finish up.

Back and forth messages for when they were going to return to finish up the job, and was told to lock in a day. Wait all day in the house, messaged with NO replies and no-one turns up. Set another day and a random contractor turns up instead of Jono as he had said would return.

The shelves inside the cubby was unleveled. And there were splinters all over the internal cubby making it dangerous for kids to play in. Which required another visit. Says will call back again in 20mins but NEVER received a call.

Within around 4 months of having the new cubby house, the bifold windows would not shut, as the wood started to expand and be unleveled. The “barn door” kept falling off when kids tried to shut it or during storms, causing the door edge to break off. The door is quite flimsy as wind would cause it to flap about and fall off. They had made it so it “should” close and stay closed but that mechanism does not work. The door won’t stay shut. Because of covid, lockdowns and restrictions, I left this until June 2021 to contact the company again.

Being quite annoyed at Jono’s management and response, I took to their instagram to direct message Castle & Cubby on 20/5/21. The person (assuming the owner on IG) got Jono to contact me but only received one missed call, on multiple attempts to call back, phone would bounce to voicemail. Jono would send text saying would call back in 20mins but no calls were received after that.

3 months later, 21/9/2021, I had to attempt contact again since noone had followed up since June. Back and forth, giving hopes of “organising now, will call shortly”, led to nothing again.

6/10/21, I call again, and was told they will get the carpenter Andrew to call me. What happened? Nothing again…. 5 days later was told he would turn up, and never did. Jono later says he will find someone else because he is “unreliable”. (What company sends a known unreliable carpenter to do a job?). Spent 3 days, each day waiting for this Andrew to turn up and no-one does.

13/10/21 they send Peter (who was friendly and helpful) to assess the areas that need repairing. Was made aware that for the price I paid (about 10.9k), the build is extremely overpriced and not well built. Photos taken of repairs needed and was told will return to fix once materials have arrived.

5/11/21, I get a text from Jono saying materials will arrive next week to start repairs. What happens again? Nothing. No communication.

So the last text I sent 6 weeks later on 19/12/21, asking when repairs will start. Am yet to get any response. And now it is 2022.

Do I recommend this company? I hope you have been reading and know the answer. Don’t be tricked by the pictures and instagram post. This was a very regretable purchase.

Lastly, this cubby quickly moulds internally, especially when you have unrepaired doors and windows that won’t shut to keep moisture levels low.

Approximate cost: $10900