Castlery delivery man pretends to ring doorbell to simulate delivery

One of the employees instructs his colleague to stand in front of the door. The young man, wearing gloves, holds the doorbell in front of the door, pretending to ring the bell. However, he does not press the button at all, he simply lets his finger linger there while his friend takes a photo as “proof” that they tried to do their job as best they could.

Ryan provided more context about the delivery in a caption to the video where he wrote some additional information about the couch scam: “Caught on Ring: Castlery delivery guys pretended to try to deliver my couch. They pretended to ring my doorbell and took a picture as “proof” I wasn’t home. Unbelievable.”

He reached out to the company about the issue and explained how his correspondence with them went in a follow-up TikTok video, as well as when he finally received the couch: “So the day after the delivery failed, I get a text from Gigacloud Logistics and they’re just like, ‘Hey Ryan, this is Gigacloud Logistics with your furniture delivery.

He shows a screenshot of the text message correspondence between him and Gigacloud as a way to show that he acknowledged the message when he initially received it, but found it odd that he was only notified 60 minutes in advance of when the couch would be in its location.

“Just to let you know we will be there with your couch in about 1 hour.”

Ryan replied, “Okay, this is kind of sudden, but luckily I’m home.”

His clip then cuts to a timelapse of several men working to unpack and assemble his sofa at his home.

“I’m just going to let them deliver the couch, that’s what I want. And they come and they do a really good job. The couch is nice,” he says, showing a final photo of the piece of furniture when it was ready for delivery.

Ryan believes it was his social media post about the situation that prompted Castlery to ensure the delivery was made so quickly, showing screenshots of interactions he had with the company on his Instagram page:

“But obviously you can go to my Instagram and see why Castlery rushed this delivery,” he said.

Ryan added that the company wrote: “We are pleased to confirm that the delivery was successful. The trust of our customers is paramount to us, and we have since taken steps with our delivery partner to prevent this poor behaviour from happening again.”

The TikToker said the company’s message continued, “Thanks for allowing us to fix this,” before responding with a comment of his own: “Great, I have a question, all I want to know is exactly what steps do I take?” Ryan asked, wanting to know what Castlery had done to ensure other delivery partners weren’t going to dupe their customers in the same way.

“You said you took action, so I just want to know exactly what action you took. I’m sure you wouldn’t mind making a little post about it. You can respond right here on TikTok, right here in the comments. I feel like we’re all curious.”

The TikToker then pivoted in his clip: “But yeah, as of now, Castlery hasn’t reached out to me personally, so yeah, I feel like when delivery people do that, they’re stealing from people,” he noted, and explained why this was the case in a text overlay in his clip.

“I would have had to pay a $100 rescheduling fee if I didn’t have proof,” Ryan wrote, before going on to say that he would keep his viewers updated on any developments.

Ryan explained further in the caption of this video why he wasn’t necessarily willing to let the company off the hook after calling them out online.

“Many of you have spoken out about how you have been victims of delivery scams and thankfully I had video evidence to hold this company to account. But we all want to know what steps Castlery and other businesses are taking to stop this happening to others.”

When Castlery reached out to Ryan about the situation, they offered him a $100 voucher for in-store purchases, for which he sarcastically thanked them in another viral TikTok video, with a comment that read, “Well, @Castlery finally reached out to me and sent me an email. Their kindness knows no bounds. Their generosity has truly left me speechless and humbled.”

“These models of customer service decided to gift me a $100 voucher. In addition to reimbursing me $100 in white glove delivery fees, they graciously gave me this voucher to use in their online store. I cannot express my gratitude enough to this incredible company and their unwavering commitment to customer satisfaction.”

Many people who responded to his video shared their anger at vouchers as a form of compensation, saying they could never understand why a company that provided customer service that a buyer didn’t like would actually offer them a chance to spend more money with their company.

As one user said: “$100 store credit is a scam because they get money if you use it and lose nothing if you don’t.”

Another remarked: “$100? Store credit? This is embarrassing. A lot of people take the day off just to make sure they’re there for delivery (of big ticket items).”