Complaint under the Consumer Protection Act, 2019 — Deficiency in Service and Sale of Defective Goods

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nishaks345

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Dealer Name
Manoj Kumar D
Company Name
Mayuri Furnitures
Product Name
FN12479-CAZARO SOFA AE 6 2+2
Customer Care Number
7902700600
Loss Amount
53900
Ratings
1.00 star(s)
Opposite Party Address
Mayuri Furnitures, Thirumoolapuram, Thiruvalla, Kerala 689115, Pathanamthitta District, Kerala — 689115 Contact: 8943915000
Complainant: Nisha W/o [Sumesh], residing at Kallottukuttiyil House, Neduvaramcodu P.), 689508, Contact: 8792153714, Email: nishaks345@gmail.com

Opposite Party: Mayuri Furnitures, Thirumoolapuram, Thiruvalla, Kerala 689115, Pathanamthitta District, Kerala — 689115 Contact: 8943915000

FACTS OF THE CASE:
  1. That the Complainant purchased a sofa set (including two 2-seater sofas) from the Opposite Party's showroom at Thiruvalla in October 2025 for a total consideration of approximately ₹53,900/- (Rupees Fifty-Three Thousand Nine Hundred Only). The relevant invoice/bill of purchase is annexed herewith as Annexure-A.
  2. That within a period of less than six (6) months from the date of purchase, and after barely one (1) month of actual usage, the leg of one of the sofas completely detached from the frame. Subsequently, both 2-seater sofas exhibited structural failure. The product has proven to be of grossly substandard quality, unfit for the purpose for which it was purchased.
  3. That the Complainant immediately raised a complaint with the Opposite Party on 21st April 2026 at 9:30 AM. Despite repeated attempts to follow up, the Complainant received no status update or acknowledgment till 4:00 PM on the same day — a delay of over six and a half hours with complete radio silence.
  4. That the Complainant made multiple attempts to reach the Opposite Party's customer care number, which was perpetually engaged/busy. The shop's direct contact number is not made publicly available, making it unreasonably difficult for a consumer to seek redressal.
  5. That when the Complainant enquired about invoking the product warranty, the Branch Manager of the Opposite Party expressly stated: "We will do service, no warranty for any of our products." This amounts to an unfair trade practice and a blatant denial of the consumer's statutory right to warranty and after-sales support under the Consumer Protection Act, 2019.
  6. That the demeanour and conduct of the Branch Manager and staff of the Opposite Party were markedly different during the time of sale versus after the sale. While courteous and attentive during the purchase, the staff displayed complete apathy and negligence towards the Complainant once the complaint was raised.
RELIEF SOUGHT:

The Complainant most respectfully prays that this Hon'ble Commission may be pleased to:

(i) Direct the Opposite Party to replace the defective sofa set with a new one of equivalent or superior quality, OR refund the entire purchase amount of ₹53,900/- with interest at 12% per annum from the date of purchase till the date of realisation;

(ii) Direct the Opposite Party to pay a sum of ₹25,000/- (or as this Hon'ble Commission deems fit) as compensation for mental agony, harassment, and inconvenience caused to the Complainant;

(iii) Direct the Opposite Party to pay a sum of ₹10,000/- towards litigation costs;

(iv) Pass any other order(s) as this Hon'ble Commission may deem fit and proper in the interest of justice.

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