This is regarding my current experience with pepperfry. I had wasted 3 weeks of my time for a single product and at last I had to cancel the product in frustration due to false commitments by pepperfry team and unable to provide any solid update regarding the product.
I had booked a Bed SKU: FN1921173-S-PM35052 on 16th May.
The product was delivered on 23rd May and the Carpenter came on 24th May. While doing the assembly he told me that the headboard delivered is wrong and not fitted with other parts of the bed. I contacted the sales guy (Mr. Utkarsh ) who booked this item in Pepperfry Experience Studio located in MG Road Gurgaon. He told me he is on leave and he will not be able tell me what cause the wrong delivery, whether its from local warehouse or mumbai warehouse. He said tomorrow I’ll be in office and will be able to give you any update.
The next day, his phone was switched off. I called the pepperfry studio, they told me he is on leave and were unable to assist me with any information regarding the replacement of headboard.
On 26th May, I asked Utkarsh to cancel the project as i haven’t got any clarity regarding the replacement of the product. He committed that it will be delivered by Monday or Tuesday i.e 30th or 31st. I said ok I’ll give a chance.
On 27th May I got a call from Pepperfry Customer Service ( Mr. Sharik) saying that it will take atleast 15-20 days to deliver that headboard. They were not even sure where is the actual headboard. On asking who should I believe, him or Utkarsh, he told me Utkarsh is not the right person and he have received the complaint on 27th May whereas it was does by the carpenter on 24th May. After insisting him to check within the team whats going on, he said he needs another 48 hours to figure out where is the problem.
On 28th I received a call from Utkarsh saying that it will take another 15-20 days and they are not certain about this too and suggested me to either take the refund or wait for replacement.
I asked him to cancel all the products I have bought from Pepperfry in frustration.
By evening the received the email for the pickup of the bed.
On 29th May, 7:30 pm I received a call from the pickup guy Ompal saying their is something incorrect in the pick statement.
He talked to someone I don’t know who and cancelled the pickup of the bed. On asking why did he cancelled he said he will asked someone from warehouse to call me next morning. Same thing happened on 30th, 31st and 1st June.
They have no coordination between sales, delivery and customer service team.
Also, only one person is taking care of your case not the whole team. if for some reason he is not available other can’t give you any commitments and mostly they are on leave.
Now, my money is stuck. I cannot buy another bed and I have to wait a week to get my refund and go to market and do all the search again.
It was a very bed idea I went to their studio. Won’t happen again.
“You are responsible for yourself”
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Its in the complaint along with the name of the personals who handled this issue.