No effective customer service escalation process
The core issue here is not a single error, but the absence of a functioning customer service escalation process. A product I purchased was not installable or usable because essential installation information was not provided by Royal Designs. Despite repeated emails, the response remained circular and dependent on “waiting for the supplier,” with no ownership taken to resolve the issue. Months later the issue is unresolved. There appears to be no empowered customer service team able to escalate or assess issues outside a narrow script. As a result, problems are acknowledged but not resolved. While the company responds promptly to Trustpilot reviews, this responsiveness has not translated into timely or meaningful resolution through private channels. Customers should be aware that if an issue arises, there may be no effective internal escalation pathway to reach resolution.