Raymond — Poor customer service and bad quality product

I am writing to formally raise a serious grievance regarding my recent experience with Raymond — The Complete Man, at your Axis Mall, Kolkata outlet. I had purchased premium fabric for four shirts, all of which were tailored at the store. However, three out of the four shirts have significantly shrunk by approximately 1.5 inches after just a single wash and wear — rendering them unfit for use and indicative of either substandard fabric quality or improper tailoring.
Upon noticing this defect, I promptly raised the issue with Mr. Arun, the store manager. Unfortunately, he persistently avoided the matter under the pretext that the tailor was on leave and assured me of follow-up, which never occurred. After repeated follow-ups and no action, I escalated the issue to Mr. Debayan, the Operations Manager.
Following considerable delay, Mr. Debayan and the tailoring head physically examined the garments at the store and confirmed in my presence that the shirts had indeed shrunk by 1.5 inches. Based on this confirmation, Mr. Debayan gave a verbal assurance that replacements would be arranged and a final response would be provided within 24 hours. However, I received no response for over a week.
When I personally followed up after one week, Mr. Debayan abruptly declined the replacement, citing an undefined "company policy." I would like to highlight that no such policy was communicated to me at the time of purchase, nor was any formal agreement or disclaimer shared or signed.
Further escalation to Mr. Varkey, the senior manager supervising Mr. Debayan, was equally disappointing. Mr. Varkey absurdly requested written documentation of Mr. Debayan’s commitment — despite the fact that he had been included in all related email exchanges over the past year. Such behaviour not only reflects evasion of accountability but also suggests that the organization is knowingly avoiding rightful replacements for defective products.
Given the prolonged delay, absence of transparency, and total failure to honor verbal and written assurances, I am compelled to conclude that Raymond is willfully avoiding responsibility and attempting to deflect a valid consumer complaint. I firmly believe that the team at Raymond is fully aware of the quality issues involved and has chosen to engage in delaying tactics instead of providing a fair resolution.