Creative Management Consultant — Final Escalation Long-Pending Complaint and Failure of After-Sales Service | Invoice No. SI[protected]

Address: 728, Anna Salai Main Road

Website: to Royaloak Headoffice

Dear Royaloak Customer Care / Management Team,

I am writing to formally escalate my long-pending complaint regarding the Italian Leather Sofa Set (3+2+1) purchased from Royaloak, Vellore, on 18 June 2022, under Invoice No. SI[protected]. I purchased this sofa set based on the reputation and brand value of Royaloak, but unfortunately, my experience with the after-sales service has been extremely disappointing. Within a few months of purchase, I noticed that one screw was missing from the sofa, which was affecting the proper condition and stability of the sofa. I immediately reported the issue to the Royaloak Vellore showroom, and although the complaint was taken, the issue was not rectified within a reasonable period. After a considerable delay, a person attended the sofa and removed another screw with the intention of arranging a replacement, but ultimately both screws remained missing and were never properly refixed or replaced. Due to my professional commitments, I was unable to continuously follow up on the matter at that time.

After a prolonged period, I noticed that the overall condition of the sofa had deteriorated and there was visible damage and wear. I subsequently raised a complaint with the Royaloak Head Office in Bangalore through the online complaint system, but I did not receive any proper response or corrective action. I also sent an email regarding the issue, but there was again no satisfactory response. A few months ago, I personally visited the Royaloak Vellore showroom and explained the entire matter to the new showroom manager. I was assured that a service person would be sent within one week to inspect and rectify the problem, but nobody visited and the promised service was never provided. I subsequently tried contacting the showroom manager several times by phone, but my calls were not properly responded to. For approximately the last three months, I have also been regularly contacting the Royaloak Head Office/customer service team by telephone, and on several occasions I was assured that the matter would be taken up immediately and resolved on a priority basis. Unfortunately, despite these repeated assurances, no effective action has been taken until today.

Yesterday, after continued follow-up, I was compelled to make it clear that if Royaloak continued to ignore my complaint, I would have no option but to escalate the matter further and bring this service experience to the attention of the appropriate authorities and, if necessary, the media. I would like to make it very clear that I am not concerned about any change in ownership, management, showroom staff or internal responsibilities. I purchased the product from the Royaloak brand, and as a customer, I expect Royaloak to take responsibility for addressing a genuine complaint and providing proper after-sales service. Internal changes in ownership or management cannot be a reason for leaving a customer's genuine complaint unresolved for such a long period.

I therefore request the Royaloak Management to treat this email as a formal final escalation and immediately arrange for an authorised service representative to inspect the complete 3+2+1 sofa set, assess the missing screws, structural condition, leather, stitching, cushioning and other relevant components, and provide appropriate repair or replacement wherever technically required. I also request you to provide me with a written confirmation of the corrective action proposed and a definite date for completing the rectification instead of providing further verbal assurances. I request that the matter be resolved within a day from receipt of this email. If Royaloak fails to provide a satisfactory resolution within this period, I will be compelled to pursue the appropriate remedies available to me under the applicable consumer protection laws, including approaching the National Consumer Helpline and the appropriate Consumer Commission, along with submitting the purchase invoice, photographs, previous complaints, emails, call records and details of the repeated assurances received from Royaloak.

I have given Royaloak sufficient time and several opportunities to resolve this matter amicably. I still prefer to settle the matter directly with Royaloak, but the prolonged delay, repeated commitments without action and lack of effective after-sales support have left me with no reasonable option other than to formally escalate the matter. I therefore request the management to take this complaint seriously and provide a proper resolution within the above-mentioned timeframe.

Regards,
Mohamed Imran