Royaloak Furniture — Damaged Product Delivered - Replacement not done after complaint

Address:

Near Ratnadeep Supermarket, PV Narasimha Rao Express Bridge Road Pillar #160, Attapur, Telangana 500048

This is in connection to our order made from Hyderabad Royal Oak Attapur branch. We received a damaged product on delivery date 12th November 2020, also inspected by Royal Oak installation person Mr. Rakesh on the same day i.e., 12th November 2020. A Damaged while delivery Complaint was placed by Mr. Rakesh and notified to us (Ref No: [protected]). Attaching Pictures in complaint noted by Rakesh, the installation guy.

This is a structurally damaged part that was delivered to us which has to be replaced. However there was no follow-up from Royal Oak or Service team about the part replacement whatsoever and we had to follow-up with everyone, and had to go through the following people over and over again over last few weeks.

The product is structurally faulty and all that the repair/complaint handling guys are doing is to put patches over it. I have refused to accept such shabby work when I paid for a premium product from Royal Oak. Also gave it in writing on 17/11/2020 to the repair guys, on his job card (attached image).

List of people spoken to
Azeem - Store manager attapur - Phone: [protected]
Joshi - Service and installation manager Hyderabad - Phone: [protected]
Rakesh - Installation person - Phone: [protected]
Nayeem - Complaints Point of contact Hyderabad - Phone: [protected]

We need a replacement part to be done for the headboard portion. I have received a damaged product and all that the complaint team apparently is doing is to adjust a damaged product.

It is always the customer who has to chase after the service/installation/sales executives for the product delivery/installation. Coordination for Complaint handling is the worst as it almost follows the register and then forget about it type approach.
I have placed my grievances in writing with Royal Oak Attapur branch in Hyderabad already for a past complaint regarding a coffee table. Yet again after that I still am facing problems with damaged parts being delivered, which they keep blaming on delivery partners.

It has been more than 2 weeks since we complained and we were always the one trying to find out what happened about our complaint, as no one from the complaints or service team tries to address/followup on issues.