ComplaintsforRoyal Oak Enterprises, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
02/03/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.