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Business Profile

Charcoal

Royal Oak Enterprises, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Royal Oak Enterprises, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Oak Enterprises, LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Diamond wooden Greenlight matches sold in this country but made in ***** are defective and dangerous. I have had the head of the match fly off 2 times now and land on furniture that caught on fire! Often the matches break when you try to strike them. It takes 4 or more strikes to get the match lit. These matches are dangerous, badly made and should not be sold in **********.

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Matches commonly break when striking, including after lighting. Today, I struck a match on the box, it lit, broke in half, and the lit end flee 5 ft through the air, onto my bed, starting the sheet on fire. Luckily, it missed my cat, but burned a hole in the sheet and mattress pad before I was able to put it out. Completely unsafe matches and poor quality, despite claim on box "The Diamond Brand Means Quality." Apparently it actually means more unwanted fire hazard than usual with matches.

    • Initial Complaint

      Date:02/03/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan 16 2023 we had an incident with one of their fire logs, which we believe was incorrectly manufactured and does not meet consumer expectations. Timeline below (as shared with them) . I elevated this to Royal Oak, who refused to take liability nor accountability for the issue. I believe their product was defective based on the smell and behavior. 730: Ignited (2 hour) log inside a clean fireplace. Log emitted a very strong and unusual chemical smell. Log did not appear to burn correctly (wispy bright yellow flame). The log was the only thing in the fireplace at the time.930: Extinguished log with no visible smoke. Log was only 2/3 burnt. ****: No smoke visible on log or glowing embers. Closed flue.130 AM: Woke up to smoke filling the house. Basement and ground floors were covered in smoke. Log was found smoldering and was doused for 5 minutes.As a result of this, we have significant smoke damage (carpet, drapes, clothes, walls, etc). I suspect there is something wrong with your log, as previous ones burned fully in 2 hours, did not have this level of smell. Additionally, a log should not self ignite after being doused and monitored as we did.

    Royal Oak Enterprises, LLC is NOT a BBB Accredited Business.

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