Kurl-On — Product under warranty denied for replacement

Address:

Bangalore, Karnataka, 411014

My Name is Vipin Sharma. I live in Kharadi, Pune. I bought a Kurl-on (Kurlo-Coir) mattress from a furniture shop near my home in Kharadi, Pune on March 1, 2015. The mattress had 1 year replacement warranty with it. The mattress sagged badly after using it. I registered a complaint with the company by calling on its customer care centre in January 2016. The complaint number is TN 98035. Company sent their technician to check the mattress at my home. He checked the mattress, took measurements and told me that mattress will be replaced within 15-20 days. I kept on talking to company executives on their customer care number about the replacement and they replied every time that I should wait for that, it will be replaced definitely. After continuous follow-ups company sent the same technicians again in first week of March, 2016. He again followed the same procedure and told me that now the process has completed and your mattress will be replaced after 10-20 days. Again, I started to follow up the company executives on their customer care numbers. They told me that yes, the technician has submitted his report and your mattress has been approved for replacement, but told me that the process will take time as we need to send your mattress from our Bangalore facility to Pune, which will take some time. When i pushed them for telling me a deadline to replace mattress, they refused and said that it generally takes 5-10 days but in some cases it can take 20 -25 days also. Still, I kept chasing them over phone regularly and till 9-10 March, 2016, they kept saying that your mattress has been approved for mattress and will be replaced soon. But I was surprised when I called them on March 12, 2016 to know the status of replacement, the executives of company said that the complaint has been closed and mattress will not be replaced. I told them the whole story again and requested to check correctly. He again told me that No, your mattress will not be replaced, this is the current status and your complaint has been closed. They denied to connect me to any senior person of the company. I wrote an e-mail to their customer care e-mail address available on website, but no reply came. Therefore, I deciced to complain against the company and their irresponsible behaviour.