Royaloak Furniture — royal oak recliner sofa 3 seater

Address: Karapakkam OMR

I have purchased a recliner sofa from the Royal Oak store in Karapakkam, Chennai ( September 2022), and my experience has been deeply disappointing due to multiple issues with the product and the service.I am writing this after 2 years of experience to ensure this is consider for the wider forum.

The sofa was delivered late in the evening, around 6:30 PM. The delivery personnel requested to unpack the product outside the lift to ease transportation, which I agreed to. However, they took all the packing materials with them. This raises a significant concern, Furthermore, the package did not include essential items like a manual, warranty card, adapter, or cables, leading me to suspect whether the sofa was new or refurbished. I also questioned whether a proper quality check had been carried out before dispatching the item.

I escalated the issue to first level esclation point, who assured me of his support. While I appreciate his responsiveness, the resolution process seemed unnecessarily prolonged. It was only after escalating the matter further to reginal level that some progress was made.it took 3 to 4 weeks time to resovle this issue after doing more follow up and esclation to senior level.

Quality Issues with the Sofa:
Within two years o[censored]se, the recliner sofa's leather began to tan and fade, and the cushioning started sagging. For the premium price I paid, these quality issues are unacceptable. I had chosen Royal Oak over competitors like Damro, Home Centre, and JFA because I believed their service would justify the higher cost. Unfortunately, that trust has been broken.

Customer Service Feedback:

The overall response from customer care—via WhatsApp, phone, and email—has been subpar. Despite being a reputed brand, the service does not meet the expectations associated with high-priced products.
Transparency in resolving issues is crucial, but I found no defined service level agreements (SLAs) or timelines for resolving complaints. This lack of accountability makes the escalation process frustrating for customers.

Unfortunately, my experience with Royal Oak has not lived up to those expectations.