On August 6th, I made a purchase at the Royal Oak store in Kirti Nagar, acquiring a coffee table, sofa set, and a showpiece stand under invoice SI23KA[protected] with total invoice value Rs. 103055.21. Within five months, the coffee table exhibited wood expansion issues, prompting me to contact customer care on January 17 2024 and file a complaint under reference ID RIPL-65709 . A technician inspected the product on January 18 2024 and confirmed a manufacturing defect, stating it couldn't be rectified at home. The product was subsequently picked up after many follow ups with store on January 27 2024 after the technician's visit.
Despite several follow-ups, I received notification of the product being en route every time . Finally on February 13 2024 I received a call from a delivery person that table is on the way. Upon its arrival, I discovered a brand-new table in a completely different colour. Attempts to contact the store went unanswered, leading me to inform customer care support number and they asked me not to accept the delivery.
Upon contacting the store directly the next day, they urged me to visit before arranging another delivery, claiming the original table had been fixed. I agreed to visit the store on weekend. On February 17 2024 when I visited the store upon inspection, I found the original table was on display at the store and displayed poor quality finishing, with bad polish, visible hammer marks on the sides and center, and an uneven finish. It became apparent that they were aware of the subpar condition, explaining the dispatch of a new table.
I explained that the new colour of the table wont go with the décor of the house as everything was bought accordingly and mostly through Roaloak store only. They agreed and asked me to choose alternate table and I agreed to pay the difference in price if its going to be of higher value. Despite attempts to choose an alternative table, we selected 3 tables which were on display but none of them were available as those were last pieces on display as per the store representative. I was really annoying to see what the point was to displaying a product and is not available to purchase.
We left the store and was told we will be getting a call from their supervisor on Monday, which didn’t happen so I followed up with the store again and finally received a call on from the Person named Sonu. Alternatives he presented was to accept the differently coloured replacement table or retain the improperly fixed original table. Requesting a refund was met with refusal.
I raised my concern to there centralised customer care are team and raised my concerns and below is the response I received
Dear Customer,
Greeting from Royal oak!
As we got an update from our service team, they have confirmed that it is a usage damage .
We would like to inform you that after several months o[censored]sage product return or replacement is not possible.
We got feedback from our service team regards this issue and have confirmed that it can be rectified
We request you to Kindly allow our technician for service.
Thanks & Regards
Chandana
Royaloak Customer Care”
When I asked Why your technician & team tried to send me a new table, they should have tried to fix the problem? or Why would your team ask me to visit the store and select a different product? . And asked to check the whereabout of the Product as it was picked up from my house on 27th Jan and it's with your team only.
There was no response from their team. And after several follow up emails with their representatives. Finally received a call on 6 March 2024 from Syed and asked me to visit the store again and choose an alternate product which is on display and they will offer me 10% discount on the product which is on display . I was shocked to hear the resolution that they are offering to choose the old product which is already on display at the store might be from a year or more. I refused to accept the second-hand product from the display asked for the full refund for the coffee table.
