Pepperfry - Brand new Sofa s with a major defects

We bought a brand new sofa's and dinning table from Pepperfry on June **th, ****. And the Sofa's got delivered on June **th, ****. As soon as we saw there were lot of sagging in both the Sofa's we raised an complaint with Pepperfry for the Refund / Replacement. But, Pepperfry denied saying this cannot be refunded nor replaced and pushed us for rework after the technician visit and his confirmation regarding too much sagging.

P.S : Refund / Replacement policy was not mentioned in the Invoice nor they told us about it while purchasing.

Though we unwillingly agreed to the rework, Pepperfry promised a resolution and also a replacement if the issue persisted.

Now, after the rework complete Sofa's are disfigured and also there was another major defect got introduced after the rework, where in the backrests velcros have gone completely inside now we cannot attach backrest at all and also there is a bump on the seater too. And now they are asking us to use as it is. This was extremely disgusting experience I have ever had.

For all these process they took more than * months, customer care weren't supportive and bothered at all, we had to follow up every single time.

I have also spoken to a Pepperfry technician, who confirmed that the sofa's cannot be reworked further and has major defects.

After so much waiting, we get to hear this - all these while we have been undergoing too much trauma mentally.

And infact, Dinning table also has defects and this was again confirmed by Pepperfry Technicians, we are still OK with dinning as it is not majors ones for now.

We request the complete refund now. Not sure, how can they make a statement asking us to use as it is that too on a brand new sofa's. This is really unexceptable.

We kindly request for an legal action.