Pepper Fry — Order no.[protected]

Address:

Bangalore, Karnataka

The Cayenne Classic entertainment unit displayed on the website, only had the main dimensions of the piece - the length X Breadth X height displayed (no dimensions of shelf sizes for gadgets given). When we received the unit we realized that the shelves do not fit a standard size 16 inch DVD player (most DVD players in the market are of this size). We called Pepper Fry to exchange this item for another item that would suit the dimensions that we require, and they said that they could cancel the order, take back the item and we can place a fresh order for a separate item. 10 days later, after continously following up with them (they never call back, respond to emails etc), they finally say they cannot take back the item, and keep giving different reasons each time we speak to them - their range of reasons being - 'there are no 'standard size' DVD players in the market, the 'shelves' are not for gadgets specifically center, I have to keep screaming at them to escalate the call. I have finally managed to speak to a 'Manager' after again a further 1 week of screaming at them, and even he tries to argue that if the piece was 'damaged' they can send a carpenter to fix it, but if the shelf dimensions are not as we expected (obviously we expected 'standard ' dimensions since the dimensions were not given anywhere on the website) - they cannot take back the item.And all of this when I as a customer, do not even want a refund - just to return in exchange for another item, because of their website not giving specific information.This is extremely unprofessional especially in the area of online shopping as they have neither displayed relevant info on their website, nor made the goods to standard specifications, nor are willing to even exchange as per the customers requirements. To add to all of this, they are extremely unresponsive, either over email or phone, and have even mis-represented facts - their call center records, seem to carry the statement 'damage during transit which can be fixed by carpenter' and they have also stated this reason over email, through in all my communication - email and phone, I have mentioned that my issue is with the non-standard sizes of the shelves.(then why would they have holes in the back for cables??), etc etc, and each time I manage to get through their call center, I have to keep screaming at them to escalate the call. I have finally managed to speak to a 'Manager' after again a further 1 week of screaming at them, and even he tries to argue that if the piece was 'damaged' they can send a carpenter to fix it, but if the shelf dimensions are not as we expected (obviously we expected 'standard ' dimensions since the dimensions were not given anywhere on the website) - they cannot take back the item. And all of this when I as a customer, do not even want a refund - just to return in exchange for another item, because of their website not giving specific information. This is extremely unprofessional especially in the area of online shopping as they have neither displayed relevant info on their website, nor made the goods to standard specifications, nor are willing to even exchange as per the customers requirements. To add to all of this, they are extremely unresponsive, either over email or phone, and have even mis-represented facts - their call center records, seem to carry the statement 'damage during transit which can be fixed by carpenter' and they have also stated this reason over email, through in all my communication - email and phone, I have mentioned that my issue is with the non-standard sizes of the shelves.