Faulty product sold and no support is given under warranty period

I bought a sofa from pepperfry, the order number is 304207085, I got the delivery on 8th July

We started noticing issues with sofa and registered first complaint on 4th August . The complain reference is PH-040818-0364.
Then I got an email for submit pictures of the issues on the same date.


I registered another complaint demanding repair/or return under the warranty of 18 months. The reference number is MA-040818-0048. I also submitted the images. I never knew that company will try to cheat on me so I didn't actively saved images and communications. I was very confident that eventually the company will support the customer. This comes from my experience with other online platforms where I shop on regular basis. I never had any trouble with other online shopping portals.

This is the reference number of my other complaint which I register when I didn’t receive satisfactory information, WR-040818-0270

In between I got a text on August 5, that a carpenter is assigned to me. He did come and declared that sofa has manufacturing defects and you should call for return requests. On August 7, I got my first reply where the company stated helplessness in support me on this matter.

Then I have called their customer executive to enquire about the use of Warranty period. They didn’t give me satisfactory answer so I registered another complaint.

On August 10th, I may have registered two complaints as I see their website at times fail to register complaint in first attempt. Anyways the ids are PH-100818-0417 & PH-100818-0427

"On August 11th, Again I receievd an standard reply where Pepperfry refused to support me and
I felt so agitated and betrayed that I replied to a no reply email thread the same day.
I was constantly asking for repair/return options possible under the warranty period. Since the product has 18 month warrantly, it should be supported.
No one has clearly explained the use of warranty from pepperfry"

I tried escalating the matter using their support section but I realised that to raise an unresolved complaint, I need to first register a complaint. Please note that I have already raised close to 4-5 complaints till now. Somehow the escalation option is not working.

"on August 15th, I raised another complaint , the references are PH-150818-0248
& PH-150818-0196. I have attached relevant pictures and again got a standard reply "

On august 15th, I was so disappointed that I wrote an email to their return section, In fact I spoke to customer care and the lady was very rude to me. Her name was Mona, I told her about my helplessness on even escalating the matter but she didn’t help me. That day I wrote two emails
On August 15th, The same day I also registered the case to http://www.grahaksuraksha.com

"On August 16th, Even then the issue never resolved, I registered another complaint. The reference is WC-150818-0056
& I got a standard reply that product came with just 7 days window of return. The problem is that I was simply asking for a resolution under warranty period which the company never took cognizance of.
I once again asked the use of warranty"

"On August 17th, Finally I got to see a section of Grievance redressal on their mobile app. Strangely they never put the person contact number while they must do it.
Any ways, I once again registered another complaint to their grievance redressal team, the reference number is GR-170818-0001."

On August 18th, I got a mail that I was not reachable on phone so I send them an email with all the details. I want a quick resolution to the issue.
As a customer, I am being misguided, mistreated and Pepperfry doesn't really have a workable process. Their escalation process is faulty.