Pepperfry — Delayed delivery of order, damaged and incorrect product delivered

Address:	Mumbai City, Maharashtra, 400054
Website:	www.pepperfry.com

This is the first time I am ordering through pepperfry. I had placed 2
orders for Floor Lamps both on 14-Apr-16 (for both paid immediately through debit card),
order id's:


[protected] – Amount – Rs 7649, supposed delivery date 21-apr
[protected] – Amount –Rs 7038, supposed delivery date 25-apr

For the order[protected], Lightique Concept Brown Jute
Floor Lamp. This was supposed to be delivered by 21-Apr
(thursday).
When order was not delivered, I had called customer service on 22-Apr (Friday) and
placed a complaint request (no:[protected]. When still not delivered on
23-Apr (Saturday) I again called customer service to inquire on the order
and was informed that they had contacted the vendor but had not got any
response. Hence I had requested to cancel my order.
But the customer service person had called me back assured me that the
order had reached the warehouse and should be delivered to me by sunday or
latest monday and thus to hold my order cancellation request till monday.

Till 25-apr(monday) afternoon the order was till not delivered and again
had to call up customer service and was told they still did not have any
information on the order and if I wanted to cancel I can proceed if the
order is not delivered by Monday EOD. Also I was told that monday pune
warehouse is closed so no order will be delivered, which I was not informed
the previous times I had placed my calls.
So monday by around 8.30pm I again placed a call to customer service
and cancelled
this order. But I had received no sms or mail confirmation for the
cancellation request.
Again...(Note here how many times I had to chase pepperfry for just 1
order) on 26-Apr (tuesday) I called customer service to re-confirm my
cancellation request.

On 27-apr (wednesday i.e today, almost 1 week after actual delivery date)
the order got delivered even after placing cancellation request twice,
without any notification that delivery is being done (when I was informed
that when delivery is made I would get a sms with the details for the
delivery date, delivery boy contact details etc).
So under the assumption that order has been cancelled and there will be no
deliver I had not made anybody at my home aware that not to accept any
package from pepperfry.
After being delayed by a week when finally delivered, the product is found to be damaged.

On inquiring with customer service, I was told that I have to raise a return request in the company site, then will get a confirmation call from them within 48 hrs and refund of my money will only be initiated once the product is collected back by pepperfy.
Further on mailing at pepperfry email id: [protected]@pepperfry.com I was informed by pepperfry team (Abhisek Sagale):
1. that they take cancellation request within 24 hours only from the time of order placed-
The four previous occasions I had called customer service with my cancellation request I was never informed of this. Are the customer service not aware of the policies or are they trained to lie to customers and fraud them?


2. their money back policy is for damaged, incorrect or on missing product only which is applicable for seven days from the date of delivery-
Then what is a customer to do, if product is delayed by almost 6-7 days, just wait for the company to deliver whenever they can?
I had replied back to the above mail stating the same. On reply to that I was informed that by 1st may the product will be collected and refund initiated. On 1st may nobody from pepperfry that come to collect the product. On 2-may I again called and was told since 1st may was labor day today they’ll come for the collection and before coming the details of the person would be sent. Neither did I get any sms nor anybody that come to collect the damaged product. At around 6.30 pm today I received an sms and mail the refund process for this order is initiated.

Coming to my 2nd order *[protected] **The Decor Mart Brown Wooden Floor Lamp,
*product was not delivered by 25-apr. I had been following up with this
order along with the above one. On 23-apr I was told that this order will
reached mumbai on 24th and should be delivered to me by 25th. When called on
25th I was informed that pune warehouse is closed on 25th hence no delivery
to be made. 25th when I had called to cancel this order along with the
above one, I was requested to hold cancellation till the end of week as
this order was placed through your logistics ( don't know what difference
does that make to me). On 26-apr i got the sms confirmation that this
product has reached pune final hub and should be delivered on or before
29-Apr. since weeks it is doubtful anybody will be home I had to postpone
the delivery to saturday 30-apr.
For this order I was sent sms with the details – name and contact no. of the delivery boy which was not the case in my previous order. On 30th apr the order got delivered, and I opened the package infront of the delivery guys and found that the correct product had not been delivered. I again had to call customer service, they raised the order return request and I was informed that within 48 hrs again I’ll get confirmation call and then refund will be initiated.Since I had not received any confirmation via sms or mail for this cancellation I call the customer service to re-confirm (ref no.: 01216782
Not sure how many more days I have to wait for both the refunds. These were not a small amount.
This was a total waste of my money, and my time, placing call after call
to pepperfry without any constructive action taken. My office work had to hamper due to the followup calls to the customer service.
Moreover, I had ordered these as gifts for people for certain occassions, which are long past.