i agree, i also face same situation, but as i purchased one Saree for my mother, that day it self we find damage in side the sarry, as we approach to Chennai silks, they given positive response, and they replaced another selected sarry, regarding iso and all, this only boost up sales not quality, human errors would be there even if you apply six sigma, but the only thing it has to be mutual, company has to be replace to keep there brand value, the separate counter has to be to control damage in products, this type of operations always there in popular brands.
always to keep customer faith, loose money, don't loose customer
for this every shopping mall has to be open Customer relation ship operations where brand image will go up surely,
for above problem, supposed to approach immediately, hope Chennai silks will replace immediately
for Chennai silks, there are lot of complaints on Chennai silks, the has to be clear for the customer, not only sales and billing section, CRM section has to be there for better services