Very Disappointing Experience with Royal Oak Furniture, GSM Mall
I purchased a 6-Seater Dining Table Set (DT4033-6S ROME Marble Dining Set) from Royal Oak Furniture, GSM Mall on 11 July 2026.
Sales Order Number: SO[protected]
Invoice Number: SI26TS[protected]
The product was delivered on 22 July 2026, and installation was carried out on 23 July 2026 by your technician.
During the installation, the store helper, technician, and I observed that the dining set delivered appeared to be either a defective product or a display piece. The defects included:
Damage on all four corners of the dining table.
Visible stains and marks on the tabletop that could not be cleaned.
Damage to the legs of all six chairs.
Overall poor condition that was unacceptable for a brand-new product.
We immediately shared photographs and videos of the defects with Mr. Suresh, Store Manager, Royal Oak GSM Mall ([protected]). A complaint was registered under Reference Number RIPL056715, and we were assured that the defective dining set would be replaced with a new one within a few days.
In the first week of August, another technician visited my home to inspect the product again. After this inspection, I continued following up regularly with the store manager regarding the replacement status.
Unfortunately, I was given multiple delivery commitments that were never honored:
Replacement promised by 14 August 2026
Postponed to 28 August 2026
Then rescheduled to 2 September 2026
As of 2 September 2026, the replacement has now been pushed to 23 September 2026
From 23 July 2026 until today (2 September 2026), I have been contacting the store regularly, often every alternate day, seeking an update. Every time, I received assurances and new delivery dates, but no resolution.
Today, 2 September 2026, I personally visited the Royal Oak Furniture store at GSM Mall to discuss the matter. Despite waiting for over 40 days after raising the complaint, the store could not provide a confirmed replacement date or any written communication regarding the commitment. When I requested an email confirmation, I was informed that the manager would first need to check with management before providing any response.
What is most disappointing is not just the delivery of a defective product, but the complete lack of accountability and professionalism in resolving the issue. As a customer who paid for a brand-new dining set, I should not have to spend weeks making repeated follow-up calls and visits for a replacement that was promised from day one.
I have waited patiently for nearly 50 days and am finally posting this review out of sheer frustration. Delivering a damaged product is one issue, but repeatedly breaking commitments and making a customer wait for months without resolution is unacceptable.
I strongly urge potential customers to consider the quality of after-sales service before making a purchase from this store.
Was this information helpful?
Post your Comment