Home Centre — Invoice no [protected] - Quality Issue

I'm Suman here from Kerala, Kochi. This mail is w.r.t a furniture purchased on Feb2023 from HC Kochi and complaint raised thereafter.

We observed that the white fur/thread is coming out from Sofa and this issue came to our notice after 4 months of purchase. The complaint was raised and we got the replacement of the same by Jun/Jul.

After a month the same issue started and this time the fur was coming out more from all area and also the centre seating part of sofa. Again the issue was raised and inspected by the team. When we checked with the supervisor who came for inspection said that same issue is repeating with other client's as well. Hence I refused the same item as replacement if the issue exists for all the production. But he promised that it will not repeat and if so will replace with another model.

Again we got a replacement with same item and again the same issue observed in a month. This is the 3 rd sofa of same model which have the same issues.

Now this time surprisingly, HC CSD executive Mr.Antony closed the case saying no more solution as the issue is due to "our poor maintanance"..
I seriously don't understand how can Mr.Antony make a statement like that? Neither the supervisor who came mentioned it nor Mr.Antony directly inspected to make such statement. He just spoke to my husband with same feedback and later when i tried calling him for furthermore details, neither he attended our calls nor gave a call back even after several attempts.
This was purely an arrogant way of service his side. This is not at all acceptable from a coporate brand like HC. If the issue was due to our poor maintanance, then the issue should happen only on the seating area. But it is observed all over even in the gaps of back rest, lounge and back area of sofa.

This is the maximum of we could tolerate, and we need an immediate solution;
- Option1: need a full refund
- Option 2: need another model where we are even ready to pay additionally as we dont want this model anymore.

Even after several mails to corporate team, i still haven't got a final resolution in this.