Kurl-On — kurlon mattress / unethical closure of my complaint

Address:	Bangalore, Karnataka
Website:	www.kurlon.com

I raised complaint number - 2437196 with kurl-on regarding mattress sagging on april 25th 2017. Very next day jeeves representative visited my residence and took measurements and informed that sagging is almost 1.8mm and replacement will be processed within few days. For last 3.5 months on following up with kurl-on i was being times and again told that replacement is under approval process and concerned department will do it is some days. I was asked for invoice copies and after 2 months told that their system has an issue due to which replacement department cannot view the invoice so i should email the invoice copy again.in last week of july on asking to escalate this issue one floor supervisor ensured that replacement will be initiated in some days hearing which i was finally relieved. But after waiting for 10+days when i called kurl-on customer care today (I. E. 8th august 2017) they informed me that my complaint has been closed and replacement request rejected because sagging is less than 1.5 mm. I was totally shocked that for last 3 months i was repeatedly told that sagging is more than 1.5mm so mattress will be replaced and today they have closed my request with incorrect/false reason. I was told to have new request raised and site visit done once again to take my issue forward to which i raised objection and asked them to check why the request was closed on false pretext. This is totally unethical and harassment to customers. This needs to be reported/checked and corrected to avoid brand damage.