Pepperfry - Faulty Furniture

Below are the case details:

On **th Jan **** I placed an order for Nebia Fabric * Seater Convertible Sofa cum Bed in Charcoal Grey Color from Pepperfry [Order Id - ********* ] (https://www.pepperfry.com/product/nebia-fabric-convertible-sofa-cum-bed-in-charcoal-grey-colour-*******.html)
Paid Amount: INR **,***
Order Placed by: Salini
Delivery Pin Code ******

As shown in the listing, the sofa was supposed to have “Medium” cushion firmness. However, the sofa that was delivered was completely devoid of any foam and was unusably hard.

The order was delivered on *st Feb **** at *:** pm. The return request was placed on *st Feb itself at *:** pm. (attached mail that was sent by Pepperfry confirming the return request)

Post the return request, a carpenter visited and inspected the sofa after more than ** days delay on **th Feb ****. The carpenter confirmed that the sofa is not up to the advertised quality and should be returned. He also made a video that was submitted to Pepperfry,
Attached is another video and image of the product. Also attached is the mail trail of follow-up between the customer and Pepperfry from **th Feb to **th Feb, with absolutely no response from the Pepperfry customer support at all for a week.

Finally, they refused the return on **th Feb with no clear reason at all. (Attached the rejection email). I have also attached a call recording with the carpenter confirming his recommendation for the return after Pepperfry had refused the return.

This entire incident has been immensely traumatic, not to mention the prospect of severe financial loss that I am faced with now. I have been forced to repeatedly follow-up with their team with no responses for days at times. They have shown no intention of owning up to the delivery of a faulty product, and there has been an utter lack of accountability and transparency in their communication throughout.