[Resolved]  Royaloak Furniture — Melaka Malaysia 3 seater sofa

Hi,
I recently bought a Melaka Malayasian 3 seater sofa from Royaloak Attapur Hyderabad store. I visited the store, and there was a display set, which I inspected and bought it, as it suited my requirements of soft back comfort. It was delivered & installed for me on schedule. No complaints there.

Post installation, when I sat on the sofa, it was very stiff and after 15 mins of sitting on it, I had a backache. Immediately in the evening I went to the store and escalated the issue to the sales executive. Then, I had a chat with Mr. Keshav and he assured he would look into it. He assured me that he will arrange a reverse pickup to the store to look into the issue.

After a week, the pickup was done. Then I went to the store to talk to them. I clearly showed my concerns. But, according to the store executive there is no issue in the sofa and a brand new sofa will always be so. They were adamant that daily sitting on the sofa will resolve the issue. I argued that, to use it daily I have to sit on it continuously, which I am unable to do because it is causing a backache due to stiff back, which is not providing proper lower back support. Hence, I requested them to get me something softer or exchange the same for an upgraded sofa. Acc. to Keshav, they are not allowed to do so, and also they cannot allow an upgrade. He also gave a "very good rationale" to justify his stand - 'if we order food from a restaurant and after consuming, if you get food poisoning, you can't blame the restaurant for it. The only solution to it is to get admitted to hospital and stop complaining about the restaurant'. This opinion of him, really did not go well with me.

I asked to compare the one in the store (which I had looked at earlier before purchasing). Then the argument came from store guys that, I should not compare the one in store, because it is an old piece placed there for 6 months and it will obviously be softer. Later, it was blamed that it was the fault of the sales executive that she did not communicate to me properly that - "a new piece will be stiff". They were ready to exchange the old display piece with the new piece, but not ready to resolve the problem/concerns that I had with the new one. I was not ready because, after paying the price for a new one, why should I take an old display piece. I requested them that I will go for an upgrade instead and also ready to forfeit 10-15% of the price on the Melaka sofa. They did not even consider that too.

They said, they will keep the sofa in the store, and daily sit on it to make it softer as the old display one and then send it to me. It's been more than a week now, my new sofa is there in the store and I have been following up and begging them to address my concerns with a proper solution. But, they are in no mood to address it.

Hoping that you guys from the corporate have understood my concerns and surely help me out with it. Though I had options to book online, I chose royaloak as I can't trust an online store, and a physical store is much more reliable and I can get good after sales support. After a friend's recommendation, I went to your store and booked the sofa. I am really facing a genuine backache problem with the sofa I received. I am expecting some sort of a realistic solution for my concern that would make both the parties happy and we keep up the relationship to thrive in the future too.

On 21st Dec 2020, I received a call from the Attapur sales executive that my return request was accepted and there are raising return request (ARC), which will be approved by RoyalOak corporate Bangalore, which takes around 20-30 days max. And Mr. Azeem assured me that I will be able to make a new order for an upgraded replacement.

I have been in continuous follow up with the sales executive on the progress of ARC, and she kept on updating that everything is on track. Couple of mins back, I received a call from the sales executive telling me that ARC could not be raised as there is a change in management and the new manager is not allowing it.

For a change in management at royaloak, I am kept being a sufferer. Its almost 2 months now, there is no sofa in my house. I really appreciated RoyalOak for really understanding my pain and moving forward with ARC. After 15 days, I am bound to start this chain again.

Now, there is no answer from any of the services. Neither the store nor the customer care.

Thank You,
Shirish
Hyderabad, India