Pepperfry — Delivered used coffee machine

Online purchase date: Mon, 30th May'22
ORDER ID:[protected]
ITEM NAME: DeLonghi 1350W EC685.M Espresso Coffee Machine
Delivered on : 04th Jun

Seller sent me used product when I have ordered brand new. On opening the box milk smell was coming. You can see Coffee stain on frother in photo. Coffe was also stuck in machine as if it was used very much before. Spoon has coffee powder on it.

I instantly started replacement request on pepperfry on 5th June 2022. Pepperfry calls me on 13th June 2022 and say seller has already sent replacement but is not sharing shipment tracking details. Then again pepperfry calls me on 18th June 2022 and said that seller(Kida Retail Pvt.ltd.) says they had sent you new product and we cannot do anything about it. Definitely One o[censored]s is lying and I know I am not lying.

“ Dear Hareshkumar Damor,
This communication is regarding your Service Interaction Number WR[protected] on your concern with the following purchase on Pepperfry:
ORDER ID:[protected]
ITEM NAME: DeLonghi 1350W EC685.M Espresso Coffee Machine
SKU: AP1971139-S-PM38338
We have received the details about the above order, and our escalations/ resolutions team has reviewed your complaint in detail. We regret that we will not be able to accept your return request for this purchase.
We wish to inform you that the resolution provided to you is the final basis of our evaluation of the case, and therefore we are closing this case at our end.
Regards,
Nikita Shetty
Resolutions Team, Pepperfry “

how can i resolve my complaint now. Pepperfry return policy is they don’t take product with scratches but they do sell you used product with scratches. I know its my mistake that i ordered from pepperfry instead of Amazon to save Rs 2000. now i have lost my RS 22000.