Kurl-On — Improper Response to Complaint about Stitching Issue with Mattress

Address:

600106

I had purchased a Kurl On Single Basic Mattress from a Store in Chennai. After a few weeks the stitches along 2 sides of the mattress came out and the coir started showing up. I had raised a complain on July 30th 2016. A Technician Mr. Manikandan visited by place and took photos of the bed and assured that since the stitching damage was major, a replacement would be provided since the mattress was still in Warranty.

After the complain was raised, the Technician has logged into the complaint along with the photos in your system on August 1 2016 and he had also mentioned that a Replacement has been requested.

From then on i never got any update about the complaint after which i called up to enquire about the complaint. When i called up i was told that the complaint has been forwarded to the Replacement department and that a response was awaited. After that i called up several times and the response was the same that the Replacement department has not responded yet and that the issue has been escalated and that someone will get back to me soon.

When i called up the 9th or 10th time, i was told my the technician that Replacement for sticthing issues is only allowed for 1 month from purchase. On hearing this i asked to connect to the Floor Supervisor and i spoke to him and asked him to provide me the exact date when the response came back from the Department that this replacement cannot be processed. He said he will check his emails and call back but i did not receive any call from him.

The next time i called up i was told that the Replacement department had asked for a quotation and that the customer care folks have responded with the same and that the replacement is in progress.

Again when i called up today, i am being told that replacement not allowed since stitching issue is accepted only upto 1 month of purchase. The call got disconnected when speaking to the supervisor and when i tried calling the toll free it said Number does not exist.

The customer care person did not even have a courtesy to call back. Till now in the last 13 times i have called up, no one from your department has called me back.

So my question is

why is the response different each time i call up
Why was i not told that stitching issue replacement is only allowed if complaint received within 1 month of purhcase
Why am i sometimes being told it ihas been escalated to the replacement department and they will get back
why am i sometimes being told that the replacement will be provided soon
Why am i not getting any call back / response from your team.
Stitching also is a manufacturing defect and it is not something i need to repair having spend around 4k to purchase the mattress. Saying that only issues with the bed thickness etc is covered is not right.


So i am requesting again.

Either provide me a replacement as promised
Or please get the mattress properly serviced and handed to me properly.