Royaloak - Defective and poor quality sofa delivered

This email is to formally escalate my unresolved complaint regarding the defective *-seater sofa purchased on **.**.**** for ₹**,*** (Invoice attached).

Within one week of purchase, the sofa started sinking and losing its firmness, clearly indicating a manufacturing defect. I raised a complaint on **.**.**** with your store manager, Mr. Sain. A technician visited and assured that the matter would be escalated for replacement.

Despite repeated follow-ups over the last four months, no replacement or proper repair has been provided. In February, another technician visited and vaguely mentioned that foam replacement “may” be done if exchange is not approved. However, no concrete action has been taken till date.

What is even more disturbing is the completely unacceptable behaviour of your Senior Service Manager, Mr. Sonu Sharma. During a recent call, he spoke to my wife in a rude, disrespectful, and intimidating manner. Instead of resolving the complaint, he attempted to dismiss our concerns and spoke in a tone that was both humiliating and unprofessional. Such conduct from a senior representative of your company reflects extremely poor customer service standards and amounts to harassment.

This is not merely a product issue anymore — it is a serious matter of deficiency of service and misconduct by your senior staff.

I hereby demand:

Immediate replacement of the defective sofa within * daysOR

Full refund of ₹**,***

Additionally, I expect a written explanation and apology regarding the misconduct of Mr. Sonu Sharma.

Failing to resolve this matter within * days, I will proceed with filing a formal complaint before the District Consumer Disputes Redressal Commission and the National Consumer Helpline, seeking refund, compensation for mental harassment, and legal costs — entirely at your responsibility.

This is my final escalation before initiating legal proceedings.