Castorama Reviews 4,390

Aurélie and Gary from the Castorama in Mandelieu helped us realy quick and were very friendly.

Very bad experience, especially as a professional.

I have been a loyal customer for years, purchasing both building materials and power tools from Castorama. Until now, I had never encountered any major issues.

I recently bought a brand-new lawn mower. During the very first use, a serious and dangerous failure occurred: the belt protection housing under the blade literally exploded, projecting screws several meters away. This could have caused serious injuries.

I immediately returned the product to the store, but instead of being taken seriously, my word was questioned. I was told that a stone must have caused the damage, which is completely untrue. The machine had never been used before — there was not even a trace of grass on it.

As a professional, this type of equipment is essential to my business. The result: equipment downtime during peak season, loss of time, urgent need to replace the machine, and significant financial loss.

What is most disappointing is not the defect itself, but the way the situation was handled. No immediate solution, no recognition of the issue, no commercial gesture, and I had to chase the store myself after several days just to get an update — only to be told the machine would be sent for repair.

A professional customer can represent thousands of euros per year. Today, I seriously question continuing to work with Castorama, and I will not recommend this brand or their after-sales service to my own clients.

A significant improvement is needed in customer support and staff training.

Absolutely unacceptable customer service at Castorama Antibes.

I recently attempted to return three items (a gate motor and two accessories) purchased just two days earlier, all still sealed and with a valid receipt. What should have been a straightforward return turned into a frustrating and frankly humiliating experience.

After an initial lack of acknowledgment, a staff member opened the sealed packaging in front of us and proceeded with an excessive and unnecessary inspection — including fully unpacking the product and counting individual screws. This process took over 30 minutes.

He then questioned a minor mark on the motor which was clearly caused by the original packaging (cardboard residue), yet implied it may have been caused by us. Despite repeatedly explaining that the items had never been opened or used, the tone remained suspicious throughout, as if we were attempting to deceive the store.

We were eventually refunded, but without any apology or professionalism. The entire experience felt accusatory, disrespectful, and completely out of proportion for a legitimate return.

This is not the level of after-sales service one would expect from a major retailer. I would strongly advise others to be cautious when dealing with returns at this store.

Expérience inadmissible — nous avons été traités comme des fraudeurs pour un retour parfaitement légitime.

Bought a kitchen tap, fitted and faulty. Returned and I was advised that they could not refund as it had been used! How would I know whether it was faulty unless I tried it first! They then said they would return to manufacturer who would replace and I could pick up a replacement in 3 weeks at which time I could walk out the shop and then back in and hand the new tap in for a refund! Nuts. Protested and we got it sorted with a bit of common sense.

I added 20L Kerosene heating oil to my basket which was 21.85€. I returned just 1 hour later to the website to complete the purchase, and the price had increased to 32.90€. A massive 50.57% price increase, and now it's the most expensive kerosene in the whole of the city.
What a scam.

This company should instruct sellers not to hard-sell the monthly arrangement as the fee is high and the process of offering a bank card too easy and fast but unclear. We were caught by a sign-up at Castorama and did not spot the monthly fees until 4 had been taken. Cancellation was easy, but there should have been an email warning that the monthly debit would start at once regardless of further purchases.

Trying to get information on a product for my bathroom.

Passed from pillar to post. Eventually directed to the store, then to the department, then waited 10 minutes to be hung up on.

How can you do business like this?

I had an entire kitchen plan as well. You can obviously afford to lose €10,000 !

I bought some shelving on the basis that it would be delivered in 4 days. As soon as I paid the date for delivery was moved 3 weeks away. No apology, just take it or leave it.

Purchased something online in France in April which proved not to work well. I contacted Castorama the same day, requesting information on how to retun the item. More than three months have lapsed and despite having sent them several reminders, still no solution offered by Castorama. I strongly advise against purchasing online at Castorama.

I ordered 100m2 of paving, mentioned delivery in 4 days. I payed and got right away a conformation of the delivery in 4 days. On the day of delivery I got a message that they don't have the paving and can't even give me an alternative. The payment will be returned within 14 days, after I payed 1 week ago.
No service and lies about delivery/

We went to castorama Antibes on Sunday 27th July , we had a rdv in the kitchen department with Isaac , this guy should be awarded with Best employee ever, he couldn’t do enough for us. We were getting our daughters kitchen plans done up , expert in his field! He was patient and understanding of our needs. Top guy , thanks Isaac

Disgraceful customer service , I reviewed Castorama several days ago , and slammed them for their service . An apology was sent to the trustpilot site from a customer service agent Jocelyne . They would basically sort it out . I insisted on a refund I had not trust in another delivery . I then had an email from Jocelyne to say an agent from the Frejus store would be in contact . A Laura Chicot from customer services asked for my Telephone number which I forwarded . I’ve not had any contact about my refund or anything else , even though I’ve email her again for a reply . Castorama are a disgrace to retailers no customer service that works at all . They take your money for as long as they can hold it , it’s theft of my money for a whole month with nothing to show for it . And no way of knowing how to get it back . Stay well clear of this company

What is the F point of selecting a store if later we cannot filter the search results by that store. Incredibly dumb...

Isaac Azimov in the Antibes store was super helpful and took us through the process of planning and ordering a new kitchen step by step and in English - which was really helpful. He was patient and made great suggestions on how to make the most of the space available. Great service and a lovely, helpful and friendly guy.

🤪What a dumb system of scanning your qr code to obtain an invoice 🤪 You have already scanned your store card . The camera then does not read the bar codes on the ticket . You manually enter the numbers 😠 then add your details . DUMB TOTALLY DUMB. Easier to request it when paying ??

We recently spent a lot of time and Euros on a project restoring a concrete statue for a Buddhist temple near Marseille. The sales staff at the Castorama in Plan de Campagne were very helpful in the selection of materials. In particular was Rema Note. At the time, she was assigned to the paint department. She has a pleasant, helpful attitude and is knowledgeable of her products. In addition, she speaks 5 languages, fluently. This makes her a valuable asset to the company. During the project, we visited the store several times. With Rema, each visit was a successful positive experience.

I ordered shoes 3/17/2024. It's now 5/26/2024 and I still do not have them. They take your money though!!!!!!!!!!!!!!!!!!!!

Further to my first review of this shop. I received some weird messages from Castorama saying they were sending a replacement brushcutter head and it would arrive on such and such a date. Of course nothing arrived, so I contacted them again. They then messaged me to tell me AGAIN that they were sending a new head, and AGAIN nothing has arrived. I have had to give up on this, and just accept the fact that I am out of pocket over €30 and that Castorama are never going to sort this out. I am going to have to order direct from the manufacturers, Stihl. Of course Castorama's reply to this on Trust Pilot will be, as usual, to please contact them by phone or email. Which of course will be a waste of time as usual. 13 emails so far, I think they treat it all as a joke

My retired parents spent thousands on a new kitchen. Items were missing. Items were broken. Four months after the first delivery of a cooker that NEVER worked it still isn’t fixed!!! They took it to Poitiers (an hour away) to be told they couldn’t replace it cause the system isn’t in place to replace it or refund them. It’s absolute nightmare from start to now! Avoid them at all costs.

I ordered a €1,100 wood burner for home delivery on March 29. Delivery by Geodis was on time but driver left in a hurry and did not ask for signature. The wood burner is 200kg and it was a couple of hours before three of us could move it from the driveway into the house. On unwrapping the wooden frame and plastic we discovered one leg was smashed off and another missing altogether. It took seven days for Castorama to have a human being reply to my complaint (as opposed to the automated "rest assured we are working hard to fix your problem" emails they sent), and another two days and a demand for photographs before they accepted responsibility, after the delivery company - Geodis - blamed Castorama and Castorama blamed Geodis. Each time Castorama emailed me they used a noreply@ address preventing any kind of meaningful constructive dialogue to take place. And meantime they continue to keep sending more automated emails asking how I'm enjoying the wood burner. The new delivery date is April 15th. Castorama have not indicated when they intend to pick up the broken one. I've had to re-arrange dates for the wood burner installers and delay building work while this issue has been going on. Hint: Always, always try and inspect a delivered item before the delivery driver disappears (though in this case I wonder what difference it would have made given that Geodis did not require a signature to confirm the safe delivery of an item costing €1,100 and weighing 200 kg)...