Pepperfry — Mettaluka Istanbul. Folding bed

Order ID[protected]
am having the most horrible experience with Pepperfry. I had placed a return request for a folding bed due to safety / stability issues. They asked me to send videos of the same. I did so on 25th Feb. I was asked to wait for a callback from the "Merchant " since then. From that day there is absolutely no response. Why and how should I track Their merchant and how long will he take to respond to me?
Why is the onus on the merchant? And how long is their Tat of 72 hours going to extend?? It was 8th March already.

The product is unsafe for my senior citizen parents due to stability / safety issues. Pepperfry is not taking it back. I am unable to buy a safer bed for them also due to the space taken by your product.
They sent carpenter who said the bed was not assembled correctly. There was no manual given. The carpenter hammered the bed clamp and said use the bed for 24 hours and let me know. But even before time is over he filed a case closed report. We have called him well before 24r hours citing the same stability issue. But no response.

Case manager closed the complaint on 17th March. We sent video also.. He said he will open the complaint but failed to do so.

Now they call And say that we cannot return the product. A wall support is necessary while buying a bed and that's common unwritten pre requisite.

I. Am. Stuck. With an unsafe product

They have taken a loyal customer and her grievance for granted. The time lag, the sheer silence from pepperfryr team for a Resolution is horrible.