Pepperfry.com — product not delivered

Address:

West Bengal

I bought 7 items from pepperfry on 11 december. On 14 december, they updated me that they shipped the items. amongst them there were 4 deodorants for which they provided me the same AWB no. , which means those are shipped together in a package. I received that package on 20 december, but it contained only 3 deodorants. so, i called the customer care which is not toll free.after 4 minutes they picked the phone and told me they can’t hear me clearly and asked me to call again. Then again I had to wait for 4-5 minutes before they received the call.After hearing my problem they told me ,they will refund the value of the item ( Fogg marco deodorant ) through 180 pepper points. but those points are redeemable only on shopping of more than 1000.so, i told them to’reship’ the item.they told me they are forwarding my complaint to the concerned team and will contact me within 24-48 hrs.but I got a call only on 27th and he told me that the amount will be refunded to my bank account.i was on road then,so i asked him to call me later, but he didn’t. and now, today i received a mail that they initiated a refund of Rs.24.though the item costs Rs.180. I contacted them through ‘chat’. the conversation was:


Welcome to Pepperfry ! Please wait for your chat to get connected. Please do not click on the “x” button at the end of the chat. Click on “End Chat & Leave Feedback” and fill the survey up! Help us do better
You are now chatting with ‘Diana’
Arnab Pyne: my order no. is[protected]
Diana: Hi Arnab.
Diana: You would like to know about the refund
Arnab Pyne: i recvd an email wich says i will be refunded Rs.24 , though i item i ordered costs Rs.180. So, i[censored] want to refund, u should refund 180 otherwise u send that item.
Diana: The paid amount for the Fogg- Marko Deodorant Spray For Men 120 ml is 24
Arnab Pyne: i had 1300 pepper points which i used. so, that 24 is not a discounted price. i[censored] cant refund 180, which to me seems impossible for u, then ship the ordered item to me.
Arnab Pyne: so, when will u ship the item?
Diana: I am sorry as the refund has been initiated we wont be able to ship the item.
Arnab Pyne: whatevr u hav done that’s ur prblm.
Diana: The refund amount will be Rs.24/-
Arnab Pyne: i told clearly many before that i want the item, not refund.
Diana: As the item is not available/
Diana: The paid amount for Fogg- Marko Deodorant Spray For Men 120 ml is Rs.24/- so that has been refunded/
Arnab Pyne: so, now u r saying that the item is not available!
Arnab Pyne: first u gave me a ‘false’ AWB no.
Arnab Pyne: then after 17 days , u r saying u dnt hav that item!
Diana: We had shipped but as per you that specific was not available deo was not there in the package.
Diana: We initiated a refund.
Diana: Is there anything else that I may help you with?
Arnab Pyne: seems this is ur policy.
Diana: Arnab, We won’t be able to refund you 180/
Arnab Pyne: but the item is showing ‘available’.
Diana: The paid amount for the same is 24 which has been refunded.
Arnab Pyne: i understand it that u cant refund 180.
Diana: You can go ahead and place a new fresh order for the same if it is available.
Arnab Pyne: thats why i told u to ship the item
Diana: Yes right as the paid amount is 24.
Arnab Pyne: that 24 is ur calculation. i have nothing to do with it. i just want the item which i ordered.
Arnab Pyne: and i dont know why u r saying that u had shipped that item. the package was not at all tampered. its completely ur ‘fault’, if not your ‘policy’.
Diana: The item was shipped from our end but as you claimed the item was missing we initiated refund.
Arnab Pyne: that’s from your perspective. from my point, i ordered an item on 12th decmbr, which is still not delivered.
Diana: So from your perspective as the item is not delivered we have initiated a refund of the paid amount that is Rs.24
Arnab Pyne: i used peperpoints. have refunded that?
Arnab Pyne: and can u tell me whether i can buy the the same deodorant with that same amount?
Diana: As you opted for cash refund it was only the paid amount which was credited.
Arnab Pyne: i have nevr opted for partial refund.
Diana: It was a cash refund request from your end so that is the reason a cash refund was initiated.
Arnab Pyne: i have never requested for a refund.when i lodged the complaint, i was told i will be given 180 pepperpoints, but i knew i can redeem those only on shopping above 1000. so, i told will not take that. then i told him to ship that item. he said , it can be done bt will take some time. still i gone for that option.
Arnab Pyne: so, i have never requested for any kind of refund.
Diana: Arnab as per the complaint status there was a cash refund request which was forwarded so the same was initiated.
Diana: As the cash refund is initiated you can go ahead and place a new order.
Arnab Pyne: can i get it in 24?
Diana: The MRP of the item is Rs.180/-
Arnab Pyne: exactly. you have not all refunded me the value. and i will not spend a single rupee on the same item again.
Arnab Pyne: and how could u tell me to place order again on your site!
Diana: Is there anything else that I may help you with?
Arnab Pyne: you people are so careless, or may be a bunch of organized frauds. i will definitely tell this to all your potential customers.
Diana: Arnab as epr the us the item was shipped and not delivered to you.
Diana: After your request for cash refund we initiated a refund in your bank account for the paid amount.
Arnab Pyne: i have never requested for refund..
Arnab Pyne: whatever your system is showing has been entered by your colleague and not me.
Diana: Yes as the refund from our end is always done in form of pepper points.
Diana: As per customers request we process for a refund.
Arnab Pyne: i dont know why are u telling about refunding.i just complained that i have not received the product.
Diana: Yes but then reshipping becomes a very long process so to avoid delay we initiated refund.
Arnab Pyne: yes. this refund is completely your decision. and now u accepted it.
Arnab Pyne: how long will you take to ‘re’ship the item?
Diana: Initiation of refund in your bank account was as per your request.
Diana: We wont be reshipping the item.
Arnab Pyne: is that the last word?
Diana: Yes..


I bought those items with 1300 pepper points which i received as a refund of my previous buy which they told me was not available to them, though it said ‘available’ while i bought it.And the remaining amount 201 ,i paid through netbanking.I requested them to ship the remaining deo but they are not doing that.I would like to request others not to buy anything from them, they are extremely careless and there’s even a risk of not getting your item at all.