Pepperfry — pepperfry denying to service/repair sofa product which comes under warranty

Hello,
I just had a call with Parbhat (Case Manager). According to him, SOFA is bent due to usage issues.

But, in attached Pictures it is seen that there is no damage issue, nothing is broken, but Parbhat is relying on Carpenter's report, totally neglecting what the customer has to say, even ignoring the pictures which we have provided.
I am not understanding in pictures how a carpenter is seeing the internal damage.

This is the attached picture which is provided in the website: in which it is clearly seen that the Middle support leg is provided.

but in the attached pictures which we have provided, Sofa is missing the middle leg support. but parbhat is not agreeing to this, and completely neglecting Customer words or pictures provided.

as the middle leg is missing, it should be covered under warranty. Please request your assistance.