[Resolved]  Royaloak Furniture — order no: roy0013945 - no delivery of product & no update - worst customer care

Address:

M/s Royaloak Furniture India LLP., 6th Floor, 15/1,Outer Ring Road, Dodda Banasawadi Bangalore North Bangalore District Karnataka, India - 560043, Bangalore, Karnataka, 560043

Date: 01-march-19,
Visakhapatnam.

1. The managing director & managing/designated partners,
(Mr. Subramaniam mathan, mr. Vijai subraminam, vijai maheswari & others)
M/s royaloak furniture india llp.,
6th floor, 15/1, outer ring road, dodda banasawadi
Bangalore north
Bangalore district
Karnataka, india - 560043

2. The head of department (On-line sales) as on 15-feb-18,
M/s royaloak furniture india llp.,
6th floor, 15/1, outer ring road, dodda banasawadi
Bangalore north
Bangalore district
Karnataka, india - 560043

3. The head of department (Customer care)
M/s royaloak furniture india llp.,
6th floor, 15/1, outer ring road, dodda banasawadi
Bangalore north
Bangalore district
Karnataka, india - 560043

4. Mr. Saravanan. R, ms. Nilasri, mr. Mohammed & others,
Customer care executives,
M/s royaloak furniture india llp.,
6th floor, 15/1, outer ring road, dodda banasawadi
Bangalore north
Bangalore district
Karnataka, india - 560043

• sub: notice before filing consumer complaint - reg: order number: roy0013945 ordered online on 15-feb-19

Dear sirs,

• i purchased online at your website www.royaloakindia.com, a “royaloak happy single seater manual recliner in fabric” on15-feb-19 vide order no: roy0013945 for rs.11990/- for which instant payment online has been made with reference number: 5c66ad6995ccb.

• above order was to be shipped by you on 20-feb-19, delivered on 23-feb-19 & installed at home address on 24-feb-19 as per the promises given by you in your ad promoting your product and also as per the order confirmation you had provided after payment vide email.

• once the order has been placed & payment has been made, there has been no response, or any kind o[censored]pdate from your end, not even a single call or email from your end regarding the product delivery until i decided to call your customer care on +91 [protected] which yielded very unsatisfactory responses and also i was told by mr. Saravanan. R, ms. Nilasri etc that i would receive an update from your online team, a call which i had never received until today (01-mar-19).

• on 27-feb-19, your customer care executive ms. Nilasri told me that the product i ordered is not available in stock, and it would take more than 30 days for the product to arrive in the ware house for which i had questioned how can the order be taken if the product is not available for which she replied that the money would be refunded. An e-mail sent by me with my grievance & with my bank details for the refund to be processed on the same day (27-feb-19) was not replied to/attended by your end until today.

• even after repeated queries, your customer-care team or your online team has not updated me that the product is not available in stock until 27-feb-19, (I. E., even after 12 days after receiving the payment and order confirmation).

• an 8th call to your customer care centre talking to mr. Mohammed on 28-feb-18, when he told me that the product has already been dispatched, and when asked about shipping details, he replied that by the end of the day, he will revert with docket number has been a bluff as nor he or any of your customer care executives or your online team did not provide any update on the product i had purchased.

• i have reported the above matter to you several times (Giving reference of earlier reporting as above) but despite all my pleadings you have not made good any effort to rectify deficiency in your promised services which is indeed regrettable and highly unbusiness like. On account of your aforesaid dereliction of duty and failure and neglect to rectify the same i have suffered losses/ incurred expenses/gone through severe mental agony not only to me but also to my family members.

• also your e-commerce portal www.royaloakindia.com from where the purchase has been made does not have a grievance officer posted or a grievance redressal system in place to address my issue which is required as per online market places mentioned in the indian information act.

• my above experience with your company made me to believe that www.Royaloakindia.com is indulging in fraudulent business practices in misguiding/misleading the consumers with false ads & promises and cheating them in to buying and receiving payments from the online consumers. Also there is no complaint escalation system available on your website which clearly indicates that your company royaloak furniture is involved in cheating / fraudulent practices, misleading/misguiding consumers in-order to make consumers pay online and then you do not deliver services / refund payments as promised.

• your customer care executives have misled / misguided me in to making me believe that the amount will be refunded (As told to me on 27-feb-19), product has been dispatched (As told to me on 28-feb-19) without providing me any details on the shipping and also misleading me that i will be updated by end of the day (28-feb-19) have all caused me to believe that i am cheated / misguided and mislead by your customer care and has caused lot of mental agony to me & my family.

• this is clearly unfair, restrictive & fraudulent trade practice by an online e-commerce portal / seller as per indian e-commerce consumer protection act and will be subjected to heavy compensation to the consumer.

• due all above, please take prompt & swift actions to settle my grievance within 10 days of receipt of this notice failing which i shall be constrained to initiate against you, your online team and all above mentioned your customer care executives, for redressal of my aforesaid grievances and recovery of the aforesaid amount with interest and also claim heavy compensation & such proceedings, both civil and criminal against all parties involved as are warranted by law, besides filing a complaint under the statutory provisions of the consumer protection act, 1986 exclusively at your own risk, cost, responsibility and consequences which please note.

Best regards
Sd/
Guddati chandra sekhar