A growing number of customers continue to raise serious complaints about Royal Mabati Factory’s poor customer service and product quality, and one customer’s experience paints a clear picture of how frustrating it can be to deal with the company. The customer, who reached out to Cyprian Is Nyakundi, shared how a simple purchase in 2018 has turned into a long battle for accountability and fairness.
After buying mabati sheets from Royal Mabati Factory to roof his house, everything seemed fine at first. However, within two years, he started noticing rust patches, paint fading, and leaks on several sheets. Concerned, he contacted the company and was surprised when they admitted that the batch he bought had quality issues.
They promised to fix the situation by repainting and sealing the leaks. To make the process official, he filled out a complaint form as they requested. That was the beginning of an exhausting journey of waiting and endless follow-ups.
Despite making numerous calls and sending several emails, he says the company never gave a clear response or action plan. Months went by without any update. Then, early this year, Royal Mabati again promised to repaint the affected sheets.
The problem, however, was that the company allegedly lacked the correct Romantile charcoal paint, which was supposed to match his roof. He was told to wait five months for the paint to arrive.
Out of patience but still hopeful, he waited. When he contacted them again, they offered to repaint the roof using a cheaper, shiny paint of lower quality. Out of desperation, he agreed.
What followed was another frustrating delay. Three more months passed before Royal Mabati finally sent someone to deliver only half a bucket of paint, saying the rest would come later along with the painter. That was in April, and to date, no painter has shown up.
It has now been several months, and the customer says he is tired and feels completely ignored. He says all his efforts to get a solution have been met with empty promises, unanswered calls, and excuses.
His experience highlights the growing concerns many Kenyans have voiced about Royal Mabati Factory’s alleged poor-quality products and customer neglect. Many customers have used social media to complain about similar issues from late deliveries and fading paint to unfulfilled warranties and poor after-sales service.
Despite claiming to offer top-quality roofing solutions, such repeated complaints raise questions about the company’s quality control and how seriously it treats its customers.
For this customer, the issue is no longer just about faded mabati but about trust and accountability. He feels that after seven years of patience, he has been taken for granted by a company that appears uninterested in resolving genuine complaints. His story serves as a warning to others to be cautious and demand better service from companies that promise quality but fail to deliver on their word.
