Big Bazaar / Futurebazaar / Future Retail / Hometown — Queen sized bed

I have purchased queen sized bed from hometown. Within 2 months, one side of bed gets damaged. We have sent mail on 7th may' 2022. The ticket gets created (R[protected] but resolution not yet provided. The customer care in not updating with status. The number is always unreachable and on mail they are saying next three days from past 1 month.
After several follow ups, they respond to replace the item with cost of 3500 rupees.
I don't understand how they can charge, they are saying it's because o[censored]sage. How the bed gets damaged within two months of purchase and that also one side. It's clearly manufacturing defect and they are simply making us fool. Their carpenter visited once and taken some pictures, not sure how they judged the situation only on outside pictures.
We also requested them to visit and open the bed and check the entire situation, but no one visited.