A homeowner has come forward expressing deep frustration with Royal Mabati Factory over an unresolved complaint that has dragged on for years.
The customer, who purchased roofing sheets from the company in 2018, says the experience has turned into a long and painful struggle marked by empty promises, poor communication, and endless waiting.
According to the buyer, the mabati sheets started rusting and leaking just two years after installation.
The paint had also faded badly, leaving the once-beautiful roof looking worn out and neglected. When the issue was reported to Royal Mabati, the company allegedly admitted that the batch sold at the time had quality problems.
They assured the customer that they would repaint the mabati and fix the leaks as part of their after-sales service.
Hopeful that the matter would be resolved, the homeowner followed all instructions, including filling out a complaint form as directed by the company last year.
However, despite several follow-ups through phone calls and emails, the customer says no one responded for months.
Each time, the response was either delayed or inconsistent, leaving the customer uncertain about when the promised repairs would happen.
At the start of this year, Royal Mabati reportedly renewed their commitment, saying they would finally repaint the mabati.
The customer was then informed that the Romantile charcoal paint required for the job was out of stock and had to be shipped. This meant another waiting period of five months.
When the customer reached out again, the company suggested using a lower-quality shiny paint instead, explaining that the preferred one was still unavailable.
Out of frustration and desperation, the homeowner agreed to this option just to get the issue sorted.
Even then, things moved slowly. It took another three months before the company made any move, and in April, only half a bucket of paint was delivered to the site. The customer was told to wait for the painter who would be sent to complete the job, but two more months have passed without any progress. No painter has arrived, and no further communication has been made from the company.
The customer says the long silence and unfulfilled promises have caused great disappointment, especially after being patient for so long.
The experience, according to them, reflects a lack of accountability and care from a company that many Kenyans have trusted for years. What was supposed to be a proud investment in a home has instead become a source of stress and regret, as the homeowner continues to wait in vain for Royal Mabati to finally deliver on its word.
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