RoyalOak Furniture Complaints & Reviews

Dear sir/madam,

Complaint - ref. Order no.[protected].
I have purchased a 3 seater lounger sofa with leather finish in the year 2016 from pepperfry website.
Please note that the leather surface has been fully deteriorated. I have used this sofa barely for 2 months in 2 years as i reside abroad and stay here for a month in year.

Pepperfry's customer care response of nothing can be done as it out of 1 year warranty period has completely against the expectation of a customer who has brought your product based on brand name.
I wonder how any product can become useless immediately after warranty period. Are your products meant only to be used for warranty period?
Are there no quality checks when a product is sold to customer?

I have attached photo of the sofa.
This sofa is giving pepperfry as well as royak oak a bad image.
We have already lost trust in online shopping of furniture.

I expect a fouvurable action from your end.

I bought a dining table from royaloak online about two months back. One of the chairs has been damaged a few days back and i made a complaint to their customer care for the same. It has been more than 10 days since then but they aren’t sending any servicing executive to rectify the issue. I have reached out to them multiple times over email and phone. They stopped responding to my emails and every time they give me 48 hours eta over phone, but they 48 hours never comes.

It has been more than 16 visits to the showroom at kukatpally and more than 100 phone calls so far from the date of receipt of the product with the worst assembly / installation for which the complaint (Complaint id - 1426) has already been raised and no action on the cause / issue by the royaloak team. What i noticed is that royaloak and its team is not at all bothered about the customers's satisfaction once they deliver the product (Quote my words - "slowest delivery and never stands by the promised date of delivery"). Here is the information on the email / complaint i have raised and solution as of now (Till 12-june-2018)
=
Dear sir / madam,

We have raised compliant for the same.

Compliant id : 1426

From: [protected]@sasec.in
Sent: friday, may 18, 2018 10:47 pm
To: customercare; ktp
Cc: vinutha chintha; sreeram. [protected]@gmail.com
Subject: issues with the product delivered and assembled - serene king bed - invoice no - [protected] and order number - [protected]

Dear sir/madam,

Hope you are doing great.

We have purchased a bed (Serene king size bed) from royaloak at kukatpally in hyderabad on 30th april 2018 having invoice no - [protected] and order number - [protected].
As per the discussion we had with your team at kukatpally branch, we would like to bring to your kind notice about some of the issues and our concerns related to the item that we received

1. We are extremely happy with appearance of the bed but we are disappointed with the installation/assembly of the bed (Photos attached).
2. The hydraulic system of the bed is not aligned properly and also the borders that act as bolster/support to the mattress around the sides are not properly aligned and the borders will not hold the mattress within the bed there by causing the mattress to move unevenly by stretching outside the borders (Photos attached).
3. We need your help in getting our issues rectified or by arranging a fresh bed (Different model which may cost equal or higher than serene king bed of our choice and any additional cost shall be borne by us).

We have waited for this bed for a very long time and all the above issues completely disappointed us by the delay (Delivered on 02-may-2018), assembly (Assembled on the same day by our request as we were moving out of station and returned back today - 18–may-2018) and strength of the bed which has forced us to think of a new model to our satisfaction.

All that we need is a quality product. Please speak to your showroom team as they understood the problem and accepted the issues occurred so that you can help us as soon as possible.

Please let us know if you need any further information in this regard.
Have a great day!
Thanks & regards,

Chandra sekhar p

This is the 9th time i have been cheated and denied of a product delivery for which i have paid my money almost two and a half months back.

This is absolute negligence and forgery. How are you going to compensate for my stress and disappointment.

Today is already 11th. I haven't seen any sign of product being delivered. What a shame. Who are these royaloak guys in my cc list... Are you guys worth and capable of doing anything at all???!

Please let me know what kind of actions you are going to take

On sunday, june 10, 2018, suresh kumar wrote:
Today is 10th. I have not received the products yet.

I will file for compensation.

Thanks.

On friday, june 8, 2018, ems wrote:

Hi suresh

Sharing with you the driver number - [protected]
Vehicle no : tn29 bh 3857

Vehicle is on the way to tn

Thanks and regards,

Jay prakash

P:[protected] m:[protected]
W: www.royaloakindia.com

From: suresh kumar
Sent: friday, june 8, 2018 6:44:21 am
To: ems
Cc: seo; [protected]@consumersathi.com; dms south; em avp
Subject: re: confirmation for delivery

Do you have an update on this?? As in... Whether the delivery is on track...

Guys,

Don't treat your customers as third-rated beings. Stop harassing!😭😭😭

Thanks,
Suresh

On tuesday, june 5, 2018, ems wrote:

Hi suresh

As discussed, the remaining product will get delivered to you before this 10th i will make sure this is done

Thanks for your patience & sorry for the inconvenience caused

Thanks and regards,

Jay prakash

P:[protected] m:[protected]
W: www.royaloakindia.com

From: suresh kumar
Sent: tuesday, june 5, 2018 10:28:03 am
To: seo; [protected]@consumersathi.com
Cc: dms south; ems; em avp
Subject: re: confirmation for delivery

What the hell has happened again! I thought only the dealers are rogues.. However, it now proves that even the royaloak management is lethargic.

What has happened to my stuff? You called and said that you are taking action and sending the stuff by your own truck and will be delivered by saturday. What has happened to your promise?

This is ridiculous! Absolute disrespect and consumer violation and negligence. My 65 years old parents will go to the court to sue you guys.

Also, including consumer grievance support!

Hi consumer sathi team,

I placed my orders for my home furnitures with royaloak almost 2 months back. They promised and committed that they will be able to deliver to my home where my elderly parents are residing in a remote village.

This was for a new house, and my parents had arranged for the housewarming and cancelled the event almost three times due to the negligence of royaloak. They played with the emotions of my elderly parents and my time. They cheated me many times saying the furnitures are on the way... It will reach in a day.. It will reach in few hours... And you can to an adder and pick up the stuff... All sort of nonsense. They really made me get into a stressful mindset and spoiled my peace of mind.

The furnitures haven't still been delivered to my address. This is absolutely a case of negligence and cheating. Please check and do the needful.

If needed, you can file a violation or negligence case in the court, and i am ready to follow this up. I can also discuss this with my personal lawyer, if required. Please suggest. I can even bring my elderly parents to witness the stress they have gone through.

In deep distress,
Suresh kumar a

On wed, may 30, 2018 at 6:21 pm, suresh kumar wrote:
This is absolutely nonsense and you guys are completely insensitive to the stress you are laying upon your customers.

I have all the rights to drag you to the court and file a consumer violation and negligence case. I cancelled my house warming three times and again had the ceremony without the sofa and bed at home.

You guys have tortured me and made me stressed.

I will drag all of you to the court to prove that you guys have been playing with me without actually sending the bed and the cushion.

In deep stress,
Suresh kumar

On friday, may 25, 2018, seo wrote:
Hi sir,

As per the telephonic conversation we had, today the cushions are getting delivered to the customer as well as the bed is getting picked-up from his place.
The customer has agreed upon the delivery of the bed on tuesday, as per your confirmation we have also intimated the same to him.

Regards,
Romit
Ph no:- [protected]

With reference to so [protected], i purchased cot, mattress &dinning table on 26th may and was promised delivery by 29th may and this what the invoice also mentions. But it's 6th june and all i see is delivery dates keep changing when tracking order on the website. I tried calling customer care and raised request for call but haven't received any response till now.

I need either the product to be delivered or full refund...

Purchased a beach umbrella and made full payment for same on 18/5/18
Invoice no. : [protected]
Invoice stated delivery would be made in maximum 48 hours.
Till date 04/06/18 delivery has not been made.
Customer care is very poor. When you call the number [protected] there is no provision to speak to anyone. An option is provided to press 9 to receive a "call back". Have tried this several times but nobody has the decency to return the call.
After visiting the store on 28th may they promised deliver on 1st june. This did not happen.
Then they promised delivery "at any cost" on 2nd june - did not happen.
Then 3rd june - that too did not happen.

Overall very frustrating and poor performance.

Worst service they have taken the money it been more than 45 days still the product is not reached and no update from them at all. Customer service never answers the phone, the worst part taken full payment and given a commitment and then never ever they follow up with as well as never ever update you about the delay. Please i request viewer and buyer's stay away from royal oaks fraud company

This complaint is with reference to marshal recliner that i purchased on 3rd october 2017 from royal oak at bannerghatta road.

We are seeing a color fade in the sofa. Request you to look into issue and resolve the same.

This is the second complaint that i am raising for the same issue. Last time your executive has visited and told us to wait for another 2 months and if it gets worst he had told us to raise the complaint again.

I am totally upset and not happy with royal oak. Paying 65k including 3 seater recliner as well as single sofa and the quality is getting deteriorated within 9 months shows the qulaity of the sofa.

I need an immediate attention from you guys.

Awaiting for your reply.

Regards
Manjunath

Hi royaloak team,
My order number roy004500, please send back my money, i called more than 100 times in last four weeks, your team keep on telling me tomorrow my product leaving from bangalore, i really dont know how many years it will take. Its wast of time, he told me more than three times if not delivered within two days i will refund money but still i am not received my money. Please send back my money i am really worried.

I need your reply as soon as possible.
Senthil

Hi,

I bought one daisy king bed from royal oak on 29th april 2018. The bed delivered on 11th may 2018. The technician came for installation on 13th may 2018. During installation he tight the screw so badly because of which three holes happen in the ply which is present below the head rest. I registered an complain on 24th after consulting with the royal oak show room (Inner ring road, kormangala). Today (19th june) the technician came and after looking into the issue he called to his senior and he said me it can not be replaced only they can do repair. I am not happy with the way he spoke to me. As a customer we will loose the trust on the brand. I need a replacement of that broken ply. Please look into this as earliest possible and resolve this.

I purchased sofa, tv table and wardrobe from the royal oak online website, my purchase order no. Roy004500, they mentioned delivery data in the order confirmation mail as given below, i am not received yet, it's really difficult to contact them, every time they are telling me tomorrow they will dispatch my order but they promised the four times but still nothing has happened.

"hi karuppannan senthil kumar,
Order successfully placed.
Your order will be expected[protected]
We are pleased to confirm your order no roy004500
Thank you for shopping with royaloak

Phone no : [protected],
Shipped date :[protected],
Delivery date :[protected],
Install date :[protected],

I don't think they will going to deliver my order roy004500, please send back my money. I am really felt very bad about royaloak team. Please send back my money.

Complaint no:841, struggling to get one chair replaced, horrible experience. Please take back the complete product and return back my complete money. I am really fed up with following up regularly.
Daily fake promises, no update from customer service, rude response from delivery people.

Almost 3 weeks it is and no resolution!!! Pathetic experience.

Dear Customer care

I have been trying to call since 4-5 days, but your number never works (Either busy or no one lifts the call) and ultimately the call gets disconnected.

At last I got your email ID from the banaswadi branch (Your email ID as well no mentioned in invoice or on the website - Very unfortunate).

My issue is regarding the damage to the 3 seater Plaza recliner sofa which I brought from banaswadi branch. Need a solution / visit by your representative to understand the damage / repair that need to be done.

My order details are -
Invoice Nr: [protected]
Order Nr: [protected]
Item bought - Royal Oak Plaza Recliner Sofa - 3 Seater & 1 Seater.

Further, my contact details on the invoice is incorrectly entered. (My email id is [protected]@gmail.com from where I am sending this mail) & Contact number is [protected]

Please respond immediately as I am really unhappy with the overall experience that I had a Royal Oak.

Regards
Hari M
[protected]

Mr. Vijai Subramaniam, My order as above is yet to be delivered after more than a month. Dealing with your online team Mr. Romit and his senior Mr. Jayaprakash has been a nightmare. They do not have the basic professional courtesy to answer a message or their phones. I have no words to express my utter disgust and extreme frustration with your organisation and the team you have put there. Vijai, do you even realise that you have a single star review status on Mouthshut.com from 240 reviews? It’s rather unfortunate that I did not see this before I ordered a product from Royal Oak.
Dear All who read this, don’t touch these guys with even a barge pole...most irresponsible bunch of people. Truly unbelievable how an organisation can survive this way!!!

I purchased sofa, tv table and wardrobe by the royal oak online website, my purchase order no. Roy004500, they mentioned delivery data in the order confirmation mail as given below

"hi karuppannan senthil kumar,
Order successfully placed.
Your order will be expected[protected]
We are pleased to confirm your order no roy004500
Thank you for shopping with royaloak

Phone no : [protected],
Shipped date :[protected],
Delivery date :[protected],
Install date :[protected],
Coupon : no

So far i have not yet received my ordered items, i called customer care number, there are not properly informed date of delivery, yesterday one guy from royal oak facebook team mentioned my items delivered by next week. But not mentioned data of delivery. Can you please update my delivery data to my mobile number or my mail id.
One bad thing is that i am keeping on sending mail but no response.
Can you take steps to deliver my order items

I had booked a wardrobe in feb order no. ROY003175 ONLINE and payment has been made i haven't received the wardrobe yet nor any communication about its arrival. This company seems to be fraud company kindly let me know how to take it up

My order number is [protected]. I purchased centre table on 29th april and was promised delivery by 2nd may and this what the invoice also mentions. But it's 4th may and all i see is delivery dates keep changing when tracking order on the website. I tried calling customer care and raised request for call but haven't received any response till now.

I need either the product to be delivered or full refund....

I have purchased one carpet from royal oak bilekahalli branch on 13-april-2018 along with chairs and coffee table. Carpet is not delivered yet. I have tried calling customer care more than 20 times. They are not responding properly. When i insist log a complaint they have given a wrong complaint id yesterday. Today when i called customer care there is no such complaint has been raised. Please take a action on delivering my product

18th Mar 2017 - I purchased a diamond sheesham wood king size bed from royaloak koramangala branch on the 18th March, 2017.

1st April 2017 - The bed got delivered and on 1st April, 2017, we noticed the bed was broken at the bottom corner.

4th April 2017 - On the 4th of April, 2017, Royal Oak representatives came to repair the same. I noticed they were concealing the broken portion with M-seal and then applying wooden polish and paint on the same. On objecting they said, they are not responsible and contact customer care. Contacting the customer care, Service Manager Mr. Faiyaz gave some cooked up reason that Sheesham wood gets broken when exposed to sunlight!!! really..Wow.

22nd April 2017 - On objecting and asking for a replacement since they have already got the full payment for the bed, on 22nd April 2017, I have got a mail stating that replacement Side plank for the same is not available right now. Please see the mail below.

[protected][protected][protected][protected][protected][protected]
From: Customercare [mailto:[protected]@royaloakindia.com]
Sent: 22 April 2017 12:15
To: Vinayak Bhat
Cc: CCM
Subject: Re: Damage Complaint- order #[protected]

Hi Sir,

Greeting from Royal Oak...

At the outset we sincerely regret the inconvenience caused.

we would like to inform you that the Plank is not available with us right now .

Requesting you to give us some time once we receive we will fix it at the earliest .Kindly bare with us until.

We apologies for the delay.

Thanks & Regards
Mary Celin J
Customer care
Ph - +[protected]
Bangalore-560043
Mail id - [protected]@royaloakindia.com
[protected][protected][protected][protected][protected][protected]

July 2017 - No updates from Royal Oak, I get a call saying they cannot replace the said piece and would provide me discount of Rs. 5000, on any other product I purchase with me. I declined stating I wanted a replacement.

April 2018 - I have mailed to them again and it has been an year since the bed was bought.

My sincere request to all who would want to purchase any products from Royal Oak. Please look out for some other furniture shop who will not take you for a ride and will provide you atleast a non-damaged product for the money you pay.

Terrible place for shopping!!! Visit and buy anything only if you have a lot of free time for followup calls to customer care which by the way will not be answered!!! Bought a dining table from here which was not delivered on time, damaged pieces were delivered after almost a week of committed delivery date and the best part is wrong delivery!!! We were given a different table top from what we ordered and customer care managers are not picking up my calls, or not giving a call back even after so many missed calls. I just browsed through other few reviews and they seem to be exact reflection of what i am going through. Only if i had read that before buying from royal oak!!!