- Pepperfry not accepting return of damaged product I have been cheated Open
I'd like to highlight that your team is harassing me by complicating things with respect to my order. I am in a fix at the moment as neither the customer care nor the studio is stepping forward to understand and help me out. I've been pushed to a corner where I am left with no option but to be vocal about my problem on social media. I did not know your "easy" return policy could be so stressful. I am listing down the series of events against my order number as below
*. I visited the Pepperfry studio at *** ft road, Indira Nagar, Bangalore on the *th of July. I was attended by Mr Abdul Rahim. The sofa that I ordered (* seaters Belem Sofa) was not available at the studio. So Mr Rahim showed me the fabric and when I asked how the cushion and comfort of the sofa would be he made me sit on some other sofa stating that the cushion and comfort of the Belem sofa will exactly be the same. I was convinced I went ahead and ordered the sofa.
*. The product got delivered on the**th of July (delivery was not accepted by me). When I came home in the evening and saw the sofa I saw huge crease marks on the backrest of the sofa, fabric bulging out of the backrest, huge crease lines, fabric bulge above the LHS armrest and also the sofa cushion was entirely different from what I was shown by Mr Rahim at the studio. The sofa comfort was nowhere near to what I was shown.
*. I went to the studio (since its * mins from my place) and met this guy and shared the problem with him. Now comes the interesting part when I asked his name he told me that he's Abdul Rahim (not the same guy who assisted me when I placed the order). When I asked him about the Abdul Rahim (the one who assisted me on *th July) I was told there is only * Abdul Rahim working in the Indiranagar studio and that is him. I was taken aback by a shock (I have Pepperfry message stating that I was assisted by Abdul Rahim on the *th of July while placing my order). I thought this guy could help me. So when I told him my story and asked for help I was asked to contact the customer care by him. I was told "I only handle sales and not returns. You should contact customer care. They will help you". With a huge disappointment, I had no option but to come back from the studio.
*. I placed my return request the next day on "return item" in the orders tab stating that the sofa has a huge crease line on the backrest and also above the LHS armrest. It makes the sofa look really shabby and bad (I attached pictures). I also raised a return request on the orders tab on your website and wrote an email as well.
*. By that time, I started to feel cheated and cornered as no one was ready to take responsibility for showing me an incorrect product at the studio. I gave a call to Pepperfry CS on the **th of July and was assisted by Mr Yousuf (Ref No. - PH-******-****) and I was assured of further action.
*. I received an email from Pepperfry on the evening of **th July stating that a Pepperfry carpenter/ auditor/ employee will come for inspecting the sofa defect on Sunday (that's today). So I called Pepperfry CS again on the evening of **th July. I was speaking to Mr Rohit so when I asked on how will Pepperfry take care of the fact that incorrect information was given to me at the studio. He told me "go to the studio for that, I will not be able to help you here. I will only send the Pepperfry carpenter to inspect the product". By this time I got to know that I was being played ping pong with between the customer care team and studio team where I one wants to take ownership.
*. When the Pepperfry representative came in today he inspected the product and declared on the app that the product is damaged/ has a manufacturing defect and is irreparable.
*. Post this I called the customer care back and checked with them on the further course of action. I was attended by Mr Yousuf again. When I asked about the proceedings he told me that I will get a call back from the senior managers. Since I wanted to close the matter on the same call. I insisted on holding on and getting it sorted with whom so ever. So he finally connected me to a Sr guy in the hierarchy. I was put through to a Sr manager Dinesh in the customer care team. When I asked him about the return, he bluntly told me that "since the sofa only has crease marks and fabric bulge the sofa cannot be returned it is easily repairable or can be replaced by the same product". Since I was not happy with the product and also the fact that I was given incorrect information about the product at the studio I tried to explain to him my situation again. He kept on pressing on the fact that I should accept the same sofa as it is repairable. Then I told him that the Pepperfry inspector has declared the sofa as non-repairable/ damaged/ manufacture issue to this he said that the representative who's declared this does not have the capability to judge if the product can be repaired. So I asked him what about the fact that I've been given wrong info about the product at the studio to which he replied "you should go to the studio and check with the studio manager about this. I am
not responsible about that" (the reconfirms my ping pong theory). Since your return policy clearly states that in case of damage/ manufacturer defect, customers can "easily" return the product I was pressing him on actioning a return on my product. He said that he will not be able to help me out and since he feels it is replaceable and the "damage is less" I should accept a repair on this product and then he cut my call.
I want to ask Mr @TweetShah and @Pepperfry is the customer not allowed genuine service once the product is billed? As I mentioned above I am being harassed for a mistake that I've not done. Is it ok with Pepperfry for providing this level of service? I am being cornered (since the payment has been made and the product is delivered). I am being played ping pong with (between customer care and store). Is there anyone who will understand my issue? Have spent money that's hard-earned will someone understand this? I am attaching pictures of the sofa defect. The fact that I was assisted by Abdul Rahim at your studio and the picture of your inspector declaring that the product is irreparable and is a manufacturing defect (which Mr Dinesh does not believe). I want my money back. Please help.
Are you brand?
Are you Lawyer?
Apology letter from company
Refund / Credit for purchase
"The amount has been refunded by OYO. Thanks for your service. I rate it excellent."
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