Bad experience from Royal Oak. Review on Royal Oak, Bangalore

I have been struggling with my purchase and resolution is taking more than 15 days even after calling store and customer care multiple times.

I would say the coordination is poor and Process is bad and Customer care and store people are helpless it seems.

I went to the store to replace a sofa lounge as there is an exchange offer going on. Sales told me that exchange will be done only for the full set and not for the lounge, which is absolutely fine. Sales team called the vendor and confirmed that it will be replaced without any exchange discount. With an agreement that Lounge will be replaced without any replacement benefit, I went ahead and booked it. Vendor initially told me and the sales guy that he would pick the old product, but unfortunately he stopped responding to the calls later and he didn't pick the old sofa for many days. It took a lot of time and energy from me to get this sorted with customer care and store.

After getting this issue sorted, we got to know incompatible arm rest was given with the new sofa and pillow was also missing in the new sofa.

We requested for a replacement immediately and it's been so many days, the problem is not completely sorted. Every time I hear some or the other reason.

Somehow I managed to get the correct arm rest on Monday after several follow-ups and now the installation is taking 5 days after getting the replacement.

First of all, there was a 50% flat discount mentioned in the store on top of the exchange offer, but I was charged the full amount for the Sofa. When I inquired a few months ago, the store gave me the same quotation without discount, now with discount also, they charged me the same amount, which clearly shows the credibility of the promotional offer.

On top of that, there was a mistake in the product, and to sort that mistake, RoyalOak is taking half of the month to sort it out.

I am not sure who is responsible for the mistake, but I feel there is a serious problem in this case which customer care and management need to look into.