[Resolved]  Royal Oak — Dining table glass explosion

Address:	560092
Website:	www.royaloakindia.com

I had brought an Aqua dining set whose invoice number is[protected] dated 6-Aug-2016 which was delivered on 8-Aug-2016.

This dining table top which is made up of glass got exploded on 13-Aug-2016 midnight at 2:45 am just after 4 days of the purchase and there was no external factor because of which it got explode as nothing was kept on the table except one water bottle and a newspaper.

we were so much scared after hearing the explosion as we all were in a deep sleep, this explosion has also caused lot of damages to our house walls. So we spent 4 hrs in cleaning the glass pieces which was shattered all over our house floor and soon in the morning i called to the customer support to inform about it they gave me an email id and asked me to send the videos and images which i had captured to that email id.

After that somebody from their side called me and they were responding politely like we will send our technician to get the table and all but after a day when i called again as they had not sent anyone to collect the same then they started saying that it is not under warranty (common, no warranty for a product which is just 4 days old!) and there is no warranty for the glass as it is an imported item and now today that is on 16-Aug-2016 again when i called them they said that they cannot do anything i will have to bear the glass expense and only thing they can do is wave off the labor charges for fixing the glass.

They are not even concerned about the damages it could have done to the people if it had exploded in the day time and not really ready to accept their fault in the glass manufactured.

They are saying that it is not their responsibility, if dining table glass explodes(sometimes it explods due to defect in the manufacturing process which i got to know from the internet) as it is an imported item then i asked them then who is responsible or can be held accountable for this then they started saying like we cannot do anything if want it to be fixed then pay for the glass and we will waive off the fixing charges..! But i am not ready to take risks against the safety of my family members (we even have a 4 months child living in our house) so i just want to return the dining set and get the money refunded so that i can buy wooden dining set instead of glass.

On 17-Aug-2016 same lady called me and said that her MD Mr. Madan had agreed to take the dining table set back and credit that amount back to me so that i can purchase wooden dining set from the royal oak itself. She also said that if i buy costlier dining set then i will have to pay the difference amount i.e if i buy dining table set of worth 25000 then i will have to pay around 7000 which is the difference amount of old dining set and new dining set. For this i said ok and told her that i will go to banaswadi branch itself and select the wooden dining table for that she said ok and told me that she will be sending technician person today only so that they can pack the left out dining table set which can be taken back at the same time when the wooden dining set is going to be delivered to my place to reduce the transportation cost, i said ok and i am fine with it and ended the call.

But then after an hour or so she called me back again and said that i will have to pay 5000rs for the glass broken then they will take back the dining set. I asked her that u only said that entire amount will refunded to me to buy the other product from royal oak itself and now u r saying that i need to pay 5000 rs please share the contact details o[censored]r MD or manager so that i can talk to him directly for that she said i will only speak to him and get back to u. But she did not call back, so i only called to the number in evening but she did not pick once, again i called someone else picked and told that that is the max they can do and i will have to pay 5000 then only they can refund the entire amount!. I have sent many emails explaining the same to the following email id's but there is no response at all from their side. [protected]@royaloakindia.com,
[protected]@royaloakindia.com,
[protected]@royaloakindia.com

I would never recommend anyone to buy any furniture's from Royal Oak especially the glass items like dining tables, storage tables etc, if they are concerned about their family's safety. As they sell very cheap quality products for high price and the customer support/service is terrible.

I am not sure if this complaint is going to be forwarded to the concerned person or any action will be taken against Royal Oak. I am even open for any legal opinions.

Please let me know how to proceed on this..
i have attached the video along with the photos..

Thanks,
Chethan