[Resolved] Royaloak Furniture — damaged cracked, cut and spoilt headboard for perl model queen size bed not replaced

Smruti Pragyan Mishra

Address:

560043

Hi, this is with respect to replacement complaint registered with complaint number 7864 on 24th oct 2018 for perl model queen size bed worth rs34002/ which royaloak's customer care has closed after manipulating the report on 26th oct 2018. I have called their customer care more than 30 times till now, send more than 10 emails with more than 20 photos with damages and multiple times informed banswadi store manager to replace the crack, damaged headboard at the earliest. Their store manager maruthi has misbehaved over the call on 26th oct 2018 despite i have shared all the photos in his whatsapp number after he requested over the phone call. Till date he did not even check the photos shared and did not take any action to replace (You can refer photo number 6 attached from whatapp where the messages are not double ticked showing never seen by him till date). He has no rights to misbehave when a customer is requesting to replace the damaged cracked wooden product. Over the call even he bullied and talked like rowdy's saying me that "if you can not click a photo of that crack then there is no crack". Even i told him that their technician "c reddy" when he inspected the headboard told us that crack is there on 25th oct 2018. Even though he informed to his manager that there is a crack he told to us on 26th oct 2018 over a phone call when we asked why our complaint is closed? My complaint is forcefully closed with manipulated report by their staff. Their staff "c reddy"has taken forcefully remark and signature in the complaint report on that day (See photo 7 without his inspection detail only my remark for replacement is there when he went to office he filled wrong details). He told us within two day it will be replaced and left our house.

They told me before buying that if there is any crack in the furniture we will replace but when i have submitted all the proofs of crack with other cut and rotten part pictures they are blind to see.in social media facebook also unknown people have confirmed it's a crack.

We have verified the headboard with two other carpenter (Outside service provider) they have confirmed it's a crack with other damages marked in sticker for thirteen places (See picture 4).

I am patient with sever back pain undergoing treatment which i have informed them and requested to replace at the earliest so that i can use the bed but they are deaf to hear and blind to see all the damages, cracks, cuts and any problem i am facing.
Kindly please take action against this seller and help me getting the headboard replaced as soon as possible.

Note :

1. Picture 1 shows big crack in the headboard
2. Picture 2 shows wholes and damaged wood in the headboard due to termites
3. Picture 3 shows the detailed crack
4. Picture 4 shows all thirteen damages marked with sticker for reference
5. Picture 5 shows big two inches around cut in the headboard
6. Picture 6 shows whatsapp message never checked by store manger till today and no action taken by him. Even he told will discuss with his managing director and will give a call on 27th oct 2018 by 12 pm. He is not taking my call and after his misbehavior with me i stopped to contact him.

All the photos and proofs shared with following email id
[protected]@royaloakindia.com and [protected]@royaloakindia

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Oct 5, 2021

Complaint marked as Resolved

RoyalOak Furniture customer support has been notified about the posted complaint.

Nov 02, 2018

Updated by Smruti Pragyan Mishra This issue is not address by the seller Royaloak till now I am having same issue and they have not replaced the damaged cracked headboard

Nov 04, 2018

Updated by Smruti Pragyan Mishra Updating with some more images of the crack at the backside of the headboard which has been confirmed by Royaloak's techncian "Chick Reddy" but still it's not replaced

Nov 08, 2018

Updated by Smruti Pragyan Mishra Till now the headboard is not replaced, on 4th Nov 2018, the headboard has been inspected by Royaloak's technician "Chik Reddy", he told it will be replaced in two days and I will get call regarding the same.
I got call from customer Relationship Manager "Raphael" on 5th Nov 2018 about the inspection and informed him the same as told by his technician. He told he will call in half an hour and I did not get any call till now.
On 5th Nov 2018, driver has called saying will deliver the headboard for replacement on 6th Nov 2018, till now it's not even delivered. When I am calling the driver he is not taking my call even Royaloak's Corporate office number[protected] they are disconnecting my calls.
Really worst kind of behavior and they have been harassing me since past 20 days to replace the damaged headboard.
They dont have any commitment at all and no work ethic to be truthful, everything or anything they manipulate to any extent.

Nov 08, 2018

Updated by Smruti Pragyan Mishra It's really going in so worst experience. Today they have sent another big crack with multiple crack in leg of a headboard for replacement. I have showed it to their delivery guy he told nothing then I showed that to carpenter, he has clearly confirmed it's multiple crack. How can their warehouse manager is so irresponsible that he don't even check before sending it to customer. Look at this big crack more that 4-5 inches with multiple cracks in leg of the headboard received for replacement.

NOTE:
1. I don't need any crack and damaged headboard please send me a good piece what I have seen your show room. Please stop sending damaged and crack headboard.
2. It's more than 20 days now and they claim they are very big company who failed to provide proper furniture and so much incapable of handling replacement and they keep sending crack and damaged headboard only.
3. No response received from their Customer Relationship Manager Mr. Raphel, who is handling this complaint.
4. I am patient with severe back pain, I can not wait any more, kindly replace the headboard by tomorrow

Nov 10, 2018

Updated by Smruti Pragyan Mishra Yesterday around 1 pm got a call from their driver for delivery, he told he will deliver the replacement headboard by 2:30 pm but did not deliver.
Around 8 pm got call from Royaloak saying by 10th Nov 2018 first half delivery will be done and they will send technician for fitting in 2nd half.

As I did not get delivery today also so I called their customer care spoke with Maria today around 2:30 pm, she told driver will call in next 15 minutes, till now I did not get any call for delivery.

Note :
1. They don't even have commitment at all how many times do we need to call, why their warehouse manager don't even check the headboard and sent the damaged and crack headboard replacement ?
2. When it was supposed to deliver by yesterday why was it not delivered till now?
3. Worst third graded company only know to harass customer ? Is this way big brand what they claim they work ?

Nov 13, 2018

Updated by Smruti Pragyan Mishra On 10th Nov 2018 when I spoke with customer care in the morning when will it delivered he told I will get a call from driver on the same day but I did not get any call for delivery. They have responded to my emails saying need 48 hours and now 48 hours passed and no update.

Note : As per the discussion with customer care person Mohammed, this time they will check crack and damages and he has ensured over the phone call that there will not be any CRACK or DAMAGED headboard will be send for the replacement.