Pepperfry — Poster Bed, Mattress, Mattress Protector, Worst Customer Care and Grievance officer

Order No.[protected]FM1962274-S-PM18057 dated 14th Nov 2022.
I ordered Three Items - Poster Bed, Mattress, Mattress Protector. There was a delayed delivery and damaged bed was delivered. For taking a decision to pick up the damaged bed it took more than 20 days and was picked up on 22nd Dec. I asked for a replacement for which they told they cannot provide. Since they were not in a position to provide a replacement i informed them to pick up the mattress and mattress protector which i purchased as a set. Customer Care team informed that they can pick up mattress and mattress protector only if there is a damage. Inspite of my best efforts the unqualfied customer care team could not understand that they had given me a damaged bed, Unable to provide replacement and still they want me to use the mattress and mattress protector. I tried explaining to the teams that if the mattress is not taken back you are actually forcing me to limit my options when i am buying a new bed since the new bed has to be purchased as per the dimensions of mattress. There is a Grievance officer who does not understand what a grievance is. You write a mail to the Grievance officer and response will be again from the same Unqualified Customer care team. On a day to day basis we interact with several customer care centers for Services. This is the worst Customer Care team i have ever seen. They do not respond timely. Any decision will require a minimum 72 hours of time. My advise to Buyers is if you want to get your Brain fried you buy from Pepper Fry.