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 of use, 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. Suggestions for Improvement: Unfortunately, my experience with Royal Oak has not lived up to those expectations.