Quilts Etc

Purchased an ensemble from Quilts Etc. Went to the local store in May 2017 to find answers as to the accumulated fuzz balls inside the duvet cover. The ensemble had been on my bed for approximately 6 months (up to May, 2017) when I decided to wash the cover which I had not taken out of the packaging in the summer of 2016. I was waiting to use it for the Xmas season when the temperature was colder. In may 2017, it was time to wash the cover, reserving the washing of the duvet at a later date 93 years recommended by the actual person selling me the ensemble. Manager *** at Quilts was to call me back once the area manager *** was contacted. No response. Called twice in June, the second call I spoke with an employee who assured me there would be a follow-up. No response. In August, I spoke with *** who just got off the phone with the area manager ***. *** did call back the area manager and contacted me with the following recommendation: "Bring back the ensemble but you have to wash it before the store accepts it". I pondered and thought over the suggestion which to me would cancel any proof of the problem. It took approximately 4 hours of work to detach the fuzz balls from the cover, outside on the patio, gently sliding a whisk broom over the clinging fuzz balls and detaching the lint from the whisk broom. The process could not have been undertaken in the house due to the amount of lint removed from the cover. At this point I also took a series of pictures to reveal the problem.
I never managed to get an answer of why this happened. I even asked if this was something to be expected. All I encountered were delays and incomplete answers and no answer.. While visiting the *** Quilts, I spoke of the problem and the employee encouraged me to pursue which I did.
Product_Or_Service: Bed ensemble