Pepperfry — Pepperfry Not accepting returns even though product delivered is defective and return window is open

This is regarding Queen size bed we had ordered from Pepperfry online portal (https://www.pepperfry.com/) and which got delivered on 14th July.

There was a defect in the bed delivered . Storage section of the bed was having clear gap and after a week we saw small cockroaches coming from those gaps hence we initiated a return on 29th July 2022.

A CS agent called and asked me to capture the bed defect in image and a small video and email it on [protected]@pepperfry.com after which a ticket will be created by us and and a technician visit will be assigned and then we can process the return and refund process. Technician visit happened and we explained him the issue . He agreed to the defect, captured it and told the same to his supervisor in front of me and informed that CS team will connect with you for further process.

CS agent called and said that there is no issue reported by our technician and therefore we will close the ticket . I disagreed and asked CS agents that there is a confusion and called the technician and put him in the conference call . Technician agreed but there was no response from CS agents and call was cut. I received the CS agent call today on 3rd August 2022 and was told to email my issue again so a new ticket will be created as previous ticket got closed because wrong technician feedback was submitted .He also told that we will do a follow up from the previous technician visits only . Few hours later today I received a call from CS agent from Pepperfry and told nothing can be done on this and you have to adjust with the defected product.

Attached are the pics and short video of the bed highlighting issue faced by us. I have a big problem with the installation of Storage boxes where its lower wooden plates are simply kept on the floor and not fitted to the bed due to which a clear gap is created from where we have experienced the issue. Kindly help us with this issue as there is no accountability being set and customer is being harassed.

CS ticket details : EM[protected], WR[protected]

Product details:
Marbito Queen Size Bed With Box & Headboard Storage in White Colour by @home By @home
SKU ID: FN1956410-S-WH37387
Qty: 1
Sold By: Nilkamal Limited.
Assembly: Offered By Pepperfry

Best Regards,
Prachi Dixit