I had purchased a Kids Room Set (bed, wardrobe and study table) from M/s Mobel Furnitures, Kolkata on 5/4/2009 (Order No. 6461). At the time of purchase, I was told that the Study Table is not in stock but would arrive within 6 weeks. I agreed to buy the set on this condition and paid the full amount of INR 1,07,600 immediately. However, my experience with them have been a nightmare since then. It had been almost 3 months after the purchase but their stuff neither bothered to deliver the missing unit nor they showed the slightest courtesy to inform us about any delay. In these 3 months, myself and my wife have called the store several times and found that the staff are also not eager to return our calls.

Finally on June 29th, I managed to lodge a written complaint with their manager through a website. He immediately responded admitting mistake on their part and promised that the missing table would arrive in a week or so. After much waiting, the study table finally arrived. However, my frustration with this purchase still continues. I have been delivered a Study Table set which is discolored and damaged. The set does not look new. It seems it may have been kept in their warehouse for quite some time. The colors have faded away and do not match with the other two units delivered earlier; the glossy finish and shine is totally gone and it has a dull look now. To add to this, there are several scratches and bruises. After another complain, it was suggested by the store that a polisher/carpenter would be arranged who will try to repair the damaged set. The shop is refusing to take the set back and refund the money.

When I purchased the set from the shop, their commitment to me was to provide a brand new set with all the three units matching. As a matter of fact, during the purchase I had pointed out damages in the display set and the salesman convinced us that we will be delivered a brand new set in pristine quality. If the salesman had known that the units may not be available in the future and matching may be an issue, he should not have given me false promises and sold the set in the first place just to fulfill his targets. This is intended for my daughter's room. She means the world to me and I will NOT compromise on quality for something that I present to her. I do not want the shop to take me for a ride because their salesman made a mistake. If I had paid for a brand new set, they are committed to deliver me a brand new set and I will NOT accept a repaired set.

Given this situation, I seek you expert advice on how shall I proceed with this case.
Thank you in advance.