Jan 20, 2025 11:22 AM
1011 Views
I have purchased a recliner sofa from the Royal Oak store in Karapakkam, Chennai( September 2022), and my experience has been deeply disappointing due to multiple issues with the product and the service. I am writing this after 2 years of experience to ensure this is consider for the wider forum.
The sofa was delivered late in the evening, around 6:30 PM. The delivery personnel requested to unpack the product outside the lift to ease transportation, which I agreed to. However, they took all the packing materials with them. This raises a significant concern, Furthermore, the package did not include essential items like a manual, warranty card, adapter, or cables, leading me to suspect whether the sofa was new or refurbished. I also questioned whether a proper quality check had been carried out before dispatching the item.
I escalated the issue to first level escalation point, who assured me of his support. While I appreciate his responsiveness, the resolution process seemed unnecessarily prolonged. It was only after escalating the matter further to regional level that some progress was made, it took 3 to 4 weeks time to resolve this issue after doing more follow up and escalation to senior level.
Quality Issues with the Sofa:
Within two years of use, the recliner sofa's leather began to tan and fade, and the cushioning started sagging. For the premium price I paid, these quality issues are unacceptable. I had chosen Royal Oak over competitors like Damro, Home Centre, and JFA because I believed their service would justify the higher cost. Unfortunately, that trust has been broken.
Customer Service Feedback:
The overall response from customer care—via WhatsApp, phone, and email—has been subpar. Despite being a reputed brand, the service does not meet the expectations associated with high-priced products.
Transparency in resolving issues is crucial, but I found no defined service level agreements(SLAs) or timelines for resolving complaints. This lack of accountability makes the escalation process frustrating for customers.
Suggestions for Improvement:
Unfortunately, my experience with Royal Oak has not lived up to those expectations.
