COMPLAINT AGAINST K-LINEN FOR MISLEADING PRODUCT ADVERTISEMENT, MISREPRESENTATION, FAILURE TO SUPPLY GOODS CONSISTENT WITH ADVERTISED SPECIFICATIONS,

[AAMNA JADOON]

Seller Name

K-LINEN PK

Company Name

K LINEN

Product Name

JACQUARD SOFA COVERS-GREY

Website Name

https://k-linen.com/

Customer Care Number

0340-2744098

Loss Amount

12000

Ratings

1.00 star(s)

Opposite Party Address

PLOT L2/5, FEDERAL B AREA, BLOCK 22, KARACHI

BEFORE THE HONOURABLE CONSUMER COURT​

SUBJECT: COMPLAINT AGAINST K-LINEN FOR MISLEADING PRODUCT ADVERTISEMENT, MISREPRESENTATION, FAILURE TO SUPPLY GOODS CONSISTENT WITH ADVERTISED SPECIFICATIONS, AND UNFAIR CONSUMER PRACTICES

CONSUMER COMPLAINT AGAINST K-LINEN​

Complainant: Aamna Jadoon
Respondent: K-Linen (Seller/Online Retailer)
Product: Stripe Jacquard Sofa Cover – Grey (7-Seater: 3+2+1)
Amount Paid: PKR 12,000

1. FACTS OF THE CASE​

I purchased a 7-seater (3+2+1) Stripe Jacquard Sofa Cover in Grey from K-Linen through its official online store for PKR 12,000.

At the time of purchase, I relied upon the product photographs, descriptions and demonstration video displayed on its official product page:

Grey Stripe Jacquard L-Shape Sofa Cover

The demonstration video clearly shows the covers extending over the sides of the sofas, creating the reasonable expectation that they would provide adequate coverage beyond the seating surface and front.

The company also advertises the product as offering "Full Protection", a "Sleek, Tailored Look", stretchable fabric and "Universal Fit". Its FAQ further claims that the covers fit sofas of all shapes and sizes.

These representations formed the basis of my purchasing decision.

2. DISCREPANCY BETWEEN THE ADVERTISED PRODUCT AND THE PRODUCT DELIVERED​

Upon receiving the order and attempting to fit the covers, I discovered that the 3-seater cover did not adequately cover the sofa from the sides or front as demonstrated in the company's promotional video.

I immediately contacted customer service. Initially, the representative advised me to try the 3-seater cover on a 2-seater sofa. I followed this instruction, but the cover still failed to provide the expected side coverage.

The representative subsequently informed me that the covers were not designed to cover the sides or back and were intended to cover only the front.

This explanation directly contradicts the impression created by the company's promotional video and advertised product features. Had this limitation been clearly disclosed before purchase, I would not have ordered the product.

I believe customers are entitled to receive products consistent with their advertised representations, and material limitations should be disclosed before a purchase rather than communicated only after delivery.

3. MISLEADING ADVERTISING AND INCONSISTENCIES IN COMPANY POLICY​

The product page advertises "Full Protection", "Universal Fit" and a "Sleek, Tailored Look". It also displays a "7-Day Easy Returns" assurance with the words "No Question Asked". Its FAQ invites customers to contact the company if the cover does not fit.

However, when I raised a complaint concerning the discrepancy between the advertised product and the product delivered, the company refused a refund, citing its policy of not accepting returns on sale items.

I acknowledge that the company's separate Return & Refund Policy contains a sale-item exclusion. However, my complaint is not based on a change of preference. It concerns the alleged misrepresentation of the product and its failure to correspond with the advertised features.

I respectfully submit that an internal return policy should not automatically exempt a seller from responsibility for misleading product representations.

4. FAILURE TO RESOLVE THE COMPLAINT AND EXCHANGE CONDITIONS​

Despite repeated attempts to resolve the matter, the company has provided delayed WhatsApp responses and repeatedly failed to answer telephone calls.

After refusing my refund request, the company offered an exchange. In good faith, I selected alternative products to resolve the dispute amicably:

• One King Size Fleece
• Two Single Size Fleeces
• One King Size Bed Sheet Set

The total value of these products was PKR 13,596.

However, the company refused to bear the additional delivery charges and insisted that I pay PKR 300 for the doorstep exchange.

Under Clause 1.3 of its published Return & Refund Policy, return shipping costs are borne by the customer unless the return results from a mistake on the company's part, such as an incorrect or defective product.

Although this clause does not expressly guarantee free replacement delivery in every situation, I contend that the present dispute arises from a discrepancy between the advertised product and the product supplied, not a change of personal preference. Therefore, the associated return and replacement costs should not be transferred to me.

Furthermore, Clause 2.1 states that direct exchanges are not offered and customers must follow the return process and place a separate order. Despite this, the company offered an exchange arrangement while continuing to impose additional costs upon me.

My willingness to consider alternative products demonstrates my genuine attempt to resolve the matter without legal proceedings. Nevertheless, the company has refused to accept responsibility for the underlying issue.

5. GROUNDS OF COMPLAINT​

I respectfully submit that the company's conduct raises concerns regarding:

1. Misleading product representation through promotional photographs, videos and descriptions.
2. Failure to disclose material limitations concerning the product's coverage and fit before purchase.
3. Failure to supply goods consistent with the advertised representations.
4. Inadequate handling of a legitimate consumer complaint and unreasonable delays in communication.
5. Reliance on internal sale-item policies without addressing the separate issue of alleged misrepresentation.
6. Refusal to accept responsibility for reasonable costs arising from the discrepancy.

6. RELIEF SOUGHT​

In view of the above, I respectfully request the Honourable Consumer Court to:

1. Examine the discrepancy between the company's advertised product representations and the actual product supplied.
2. Direct the company to provide a full refund of PKR 12,000, as the product did not correspond with the representations that formed the basis of my purchase.
3. Alternatively, direct the company to facilitate the return of the original product and provide the selected replacement products worth PKR 13,596 without additional return, delivery or exchange charges. I am willing to pay the difference of PKR 1,596 in product value.
4. Direct the company to bear reasonable return and replacement logistics costs arising from the alleged discrepancy.
5. Examine the company's promotional material, product descriptions, return policy and customer service communications to determine whether its conduct constitutes misleading or unfair trade practices under applicable consumer protection laws.
6. Award appropriate compensation for the inconvenience, time and effort spent pursuing this matter, to the extent permissible under applicable law.
7. Grant any other relief deemed just and appropriate by the Honourable Court.

7. CONCLUSION​

I purchased this product in good faith, relying on the representations displayed on the company's official website. Upon discovering the discrepancy, I promptly contacted customer service, followed its instructions and made several attempts to resolve the matter amicably.

I even agreed to consider alternative products to avoid unnecessary legal proceedings. However, the company has failed to acknowledge the discrepancy between its promotional representations and the product supplied, while expecting me to incur additional expenses to resolve an issue that I did not create.

I am not seeking to return a product merely because I have changed my mind. I am seeking an appropriate remedy because the product supplied did not correspond with the reasonable expectations created by the company's own advertisements and product demonstrations.

I therefore request the Honourable Court to examine this matter and grant appropriate relief under the applicable consumer protection laws.


Name: Aamna Jadoon

CNIC: 37405-8910444-6

Contact Number: 03425158707

Date: 10/31/2026