Pepperfry.com - Poor quality product delivered

Apparently I made a grave mistake purchasing a mattres on Pepperfry which turned out to be the worst excuse for a mattress I have ever encountered. I spoke to the following people at Pepperfry customer support office.

Customer Support Agent Name: Amelia
Customer Support: Vikroli
Supervisor: Mr Rajinder Pal Singh
Customer Support Team Leader

I explained to them how the mattress I received was of poor quality and re-iterated that it is too hard for any human to sleep on - unlike any even locally made coir mattress I have encountered. They proceeded to tell me that a return or even replacement is not possible as the product is not defective and has passed Pepperfry's "quality checks". I wonder what sort of quality checking system would give such a product the green light.

There is no mention of this on the product listing as seen in the screenshots below. So Pepperfry right now is putting the blame on a customer for having purchased a mattress of substandard quality off their website where they have clearly stated otherwise. Anyway, long story short, I can't accept this mattress due to its abysmal quality and I would like to know if Pepperfry will take this product back or swindle me out of ₹**** through blatant misrepresentation.

Might I also add my app continues to show a 'return under process' and the only email I received on the *th of June as mentioned by your colleague is also attached in screenshot. There was no intimation of this from you for ** days until I finally called in myself.