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I am attaching the content of the mail which I write it to them to resolve my grievance.
I am writing this mail to inform you and get your help on one of my purchases I did on pepperfry on **th January, ****. Order ID of that purchase is ********* and I placed that order from your pepperfry store in South Ex, Delhi with the help of your one of the sales representatives Mr Ajay.
Now coming to the narration of the complete incident step by step, as soon as I got my order delivered and your carpenter assembled it, I came to know that this product is not what we look for as the storage part of this bed was touching the ground. I was under the impression that it would not touch the ground and so did one of your sales executives also confirm it before I placed the order at your store. Even after knowing this I didn't make any hue and cry for that and just asked your carpenter to fix it for me and he did that by charging some nominal amount from me(added some support point in all six bottom blocks).
Now when the bed was assembled completely, I came to know that storage covers are designed in such an immature way that any normal human is not able to open them easily and for that your carpenter said sir it is like that only and we can't do anything about it. Although he accepted that this is not proper design to use for. Every time when we try to open the storage, the polish of the same or adjacent cover is getting chipped off because there is not a millimeter space in between them to move them swiftly. Two times the ply got chipped off by your carpenter as well when they came for inspection.
As per the bed specification on your website, the size suggested for mattresses was **X** and I was having the mattresses with me of the same size. But when i tried to make them fit on the bed i came to know that the bed is not having proper width(** inches) and length is also ** not **.
Coming forward, whenever someone was going to sit at any of all four corners of the bed, It started making weird sounds even after applying a very light weight on it.
After facing all these issues I raised a return request for this product. I think these are enough reasons to send it back if you agree with me.
So a return was placed for this faulty product. One of your carpenters came up to my house to check it and told me that on another day a separate carpenter will come to check it again. Then the next day I saw another carpenter from pepperfry.
Now the story of arrogance of one of the customer support began. Your carpenter agreed with me that this is not a proper design and it will make sound. For the uneasiness of storage cover, he himself accepted that why there is no space provided to move them swiftly. And on the same day (**th February, ****) I connected the carpenter with the sales representative(Ajay) at the store from where i purchased it and after listening to me and the carpenter he totally agreed with my concerns and accepted that product is incorrect and faulty. So did your carpenter as well.
Now on next day I got a call from one of the on call support executives and she was like that she will not accept the return and it's not their fault to select this product. All of my concerns were like a joke to her. She clearly told me that you can connect with the sales representative who helped you to place the order and she can't help me in that matter.
So on my request, Ajay placed a complaint with the respective team. Now Ajay followed up with your customer support for almost three days to resolve the issue and refund the money back to the customer. As per Ajay, Your support executive Ms./Mrs. Aafreen promised him that she would resolve it by talking to me directly in some time ASAP. It's been three days after that, even Ajay continuously pursues her to call me back to resolve the grievance ASAP. But so far I did not get any call from her or any offered solution so far through any other communication. I am not sure when she is going to make a call, waiting for the same from the past three days. I was not aware that pepperfry support will take a week or a month or a year to resolve the customer grievances.
I trusted pepperfry after listening and seeing the products at my friends house. But after this incident I think I made the biggest mistake of my life by connecting with pepperfry to get my furniture.
I hope you understand my pain of continuously waiting to get it resolved and also waiting for her call even now. I want to get my return request processed ASAP. It will be highly appreciated if you can get into this matter and make it resolve by accepting the return and refunding my amount back ASAP. I think this will be the only best way to keep the customer's faith in pepperfry.
Looking for a quick and respectful solution to my grievance from the pepperfry team.
Are you brand?
Are you Lawyer?
Refund / Credit for purchase
Damages for loss and agony
Hathway Broadband Internet
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