Pepperfry Complaints & Reviews

Rcently purchased both a bed and a mattress from Pepperfry under the same order (Order ID: [insert order number]). The mattress was delivered first, and the bed arrived later today. Upon setup, I discovered that the mattress is smaller than the bed â€” it does not match the size specifications mentioned on your product page.

This is not a case of personal preference or incorrect selection, but rather a product mismatch...

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I place an order for a 2-seater Fuego sofa order number[protected] on October 10th, 2025. I got a call for delivery on or about October 17th, but I was moving and could not be available for the sofa delivery as I was tending to my mother. I told the men I could not accept the sofa and please return it to Pepperfry and the agreed. A representative had told me that if I could not accept the sofa to refuse it at delivery and they would return...

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I recently placed an order intending to send a gift to my mother in Nagpur. However, I mistakenly entered my current residential address during checkout. Upon realizing the error, I reached out to request a change in delivery location, but was informed that this wasn’t possible and that cancellation would incur a 2.5% charge.
While I understand policies are in place, I’m disappointed that a genuine mistake couldn’t be accommodated,...

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Wrong commitment done by pepperfry for the delivery of ordered item, Order Id.[protected]
Also there is no update on website for the material, traking detials mentioned wrong date .

Need refund due to their wrong commitment...

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I ordered a Queen Size mattress from Pepperfry (Order ID:[protected]PU1933643-S-PM49012-78x60), delivered on 21st August 2025. However, the item received was of a smaller size. I raised a return request immediately and followed up multiple times via chat and email. Despite repeated assurances, no pickup or refund was initiated.
Shockingly, Pepperfry closed my complaint without informing me or resolving the issue. I also noticed a billing...

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Address: Gate No 2, Plant 6, Godrej & Boyce Compound, Lal Bahadur Shastri Marg, Godrej & Boyce Industry Estate, Vikhroli (West), Mumbai - 400083, Maharashtra,

LEGAL NOTICE

Order No:[protected]FM1745535-S-WH32456
Order Date: 12 Oct 2022

Dear Sir,

I raised the Return request on 25.11.2022 which is still showing as pending. I am attaching the screen shot of your website as proof of return request.
This product has issue since delivery time, therefore return request was raised immediately. The foam quality is very poor....

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Summary - Cancelled an order immediately after clicking on Buy and a 2.5% got deducted with zero warning during the cancelation user journey. The only way I came to know was checking my bank statement.

Buying Experience - I ordered one Boswyn Sheesham Wood End Table worth Rs. 9193. As soon as I made the payment and the order was confirmed, I saw the "delivery on Thursday" referred to a Thursday more than a month in the future. Since I needed an earlier delivery, I immediately canceled the order.

The Problem - Nowhere in the product details, buying experience or cancelation experience was I ever informed about the 2.5% charge. When reaching out to customer care, they shared a policy link which mentions this charge. Such hidden policy links to trap customers are deceptive and exploitative, especially from a well known brand like Pepperfry.

The Solution - Before placing an order the user should be clearly informed that after placing the order they have to pay a 2.5% of cancellation charge if the user wants to cancel the order (even if it is in minutes) - It should not happen in the first place, and the user should get a timeframe in which they have enough room to re-think about their purchase especially if the promised delivery date is more than a one month away.

Pepperfry customer support has been notified about the posted complaint.

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Dear Pepperfry Customer Support,

I am writing to formally raise a complaint regarding my recent order (Order No.[protected] for a 3+2+1 seater sofa in Beige color, placed through your platform. Unfortunately, upon delivery, I was shocked and disappointed to receive the product in Grey color, which is completely different from what was advertised and selected at the time of purchase.

This discrepancy is not a...

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Address: Mumbai

Ref : EM[protected] for Pepperfry Purchase[protected]FN2089917-S-PM26478

ITEM NAME Consuel Velvet LHS Sectional Sofa (2 + Lounger) in Grey Colour

ORDER ID[protected]

SKU FN2089917-S-PM26478

The sofa was purchased on 13th April 2024 and has a 36 month warranty.

However in 13 months the foam has started sagging in many places and the pepper fry carpenter who visited checked the sofa and confirmed that repair is not possible as the belts inside are defective and broken.

Pepper fry has emailed me that the product is not covered under the warranty citing reasons as â€œusageâ€

They are cheating customers by using cheap quality material, attracting customers by giving warranty and then not honouring their warranty.

Pepperfry customer support has been notified about the posted complaint.

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I was delivered a product mentioned in the subject on 10th October 2024 and ordered quantity was two and one was defective i.e. on very next day of order received i.e. on 11th October 2024 its screw dislodged completely and table plank collapsed. Then on 13th October 2024 Ravindra Lohar came for repair but I refused for repair and said I want to return this order because I don't believe it can happen again in the near future the table was completely broken within a day, after which they left. Since then I have been following up for order return and refund of my hard earned money but not getting expected response from them.

Pepperfry customer support has been notified about the posted complaint.

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ORDER ID[protected]

this pepperfry bar chair is a safety issue as the person can easily topple over and fall because of 2 issues (video attached):

1. The base is considerably smaller than the chair seat
2. The base is of extremely light material making the chair light at the base and heavy at the top. When someone sits on the chair the chair becomes extremely top heavy and is unstable to seat.

Typically for bar chairs the base should be BIGGER than the chair seat. Attached is the video

Kindly process the refund for this base chair asap and facilitate the chair return asap; we are holding off on our future purchases from pepperfry until this refund is issued.

+2 videos

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Sep 30, 2024

Updated by priya2024 Pepperfry customer service seems to avoid the customer. The customer service manager (Mr Asif Khan) doesnot return calls for days and doesnot reply to any of the emails we sent to [protected]@pepperfry.com / [protected]@pepperfry.com or on the chat box. Almost 10 days back pepperfry customer service manager (Asif Khan) had committed to process the refund and pick up the faulty chair; however there has been no closure and we are unable to get him (or any one from pepperfry) to call us to resolve the issue

Oct 03, 2024

Updated by priya2024 I have had the worst experience with Pepperfry trying to return a UNSAFE & WOBBLY Bar chair (a person sitting on it can easily topple over & fall resulting in serious injuries. PLEASE PICK UP THE CHAIR AND REFUND MY MONEY ASAP. Any more delay, and I will cancel future planned orders on pepperfry immediately and will ensure adequate publicity of this pepperfry experience on my social channel & network :
On 21st September I lodged return request for bar chair since it is UNSAFE & WOBBLY DUE TO DEFECTIVE WEIGHT DISTRIBUTION & have shared video multiple times as requested by pepperfry. Since then I have tried to almost daily raise the issue with pepperfry chat/email/phone. However, PEPPERFRY CUSTOMER SERVICE (AFTER PRODUCT IS DELIVERED) IS JUST A NIGHTMARE. THERE'S ONLY ONE EMAIL ADDRESS WHICH SELDOM IS RESPONDED BY PEPPERFRY. Pepperfry customer service seems to be trained by their management to keep on postponing the issue. Pepperfry GRIEVANCE OFFICER DOESNOT REPOND EITHER & LISTED PHONE IS INVALID!!!
Customer service (Asif Khan) returned calls only after 2-3 days after constant reminders; & continually changes the course of action & refuses to email/document what he says on email; he has not replied to a single email. I want to talk to Asif's manager as Asif is only wasting my time.
On 23rd Sep Asif Khan requested for video which we shared. For 3 days there was no feedback from Asif, while I was daily requesting for revert from Asif.
On 26Sep Asif Khan called after watching the video (we had shared); and confirmed to me that he saw the video and that the chair is faulty since the base is smaller than the chair & the chair is not stable. Asif committed during this call that he will close the process steps on the backend and get the issue resolved by 29th Sept (Sunday).
Nothing happened on 29th Sept Sunday; chair was not picked up nor did Asif Khan (or anyone from Pepperfry) communicate with me about what is happening about the pickup. I had no option but to contact pepperfry daily and request asif to revert.
After 6 days (26 Sep - 1 Oct) of zero communication; on 1st Oct Asif called and confirmed that the chair will be picked up & amount will be refunded within 3 to 5 days
Today (3Oct) Asif called and starts telling a completely different story; he told me that chair inspection will have to be conducted in next 7 days by pepperfry. Following this, there will be a report generated in 2-3 weeks about the chair issue! Following this the decision will be done whether the chair will be picked up or not!!!

I hope Pepperfry management takes due note of this awful & ever changing story of customer service which only indulges in time buying tactics to tire and frustrate the customer. Also, provide customers a EMAIL for escalation to CUSTOMER HEAD. YOUR GRIEVANCE OFFICER IS A SHAM - NO RESPONSE TO EMAILS AND INVALID LISTED NUMBER

Oct 15, 2024

Updated by priya2024 I AM STILL AWAITING RESOLUTION ON RETURN OF ORDER ID[protected]MARLON HEIGHT ADJUSTABLE SWIVEL BAR STOOL) DUE TO FAULTY PRODUCT DELIVERED.

PEPPERFRY SERVICE IS AWFUL BEYOND DESCRIPTION AND SEEMS TO BE A SCAM TO FOOL CUSTOMERS WHO HAVE BEEN DELIVERED SUBSTANDARD PRODUCTS WHICH DONOT MATCH UP WITH THE DESCRIPTION ON PEPPERFRY SITE/APP

PEPPERFRY HAD CALLED LAST WEEK AND PROMISED THAT CARPENTER WOULD VISIT AND INSPECT CHAIR AND ARRANGE FOR RETURN. HOWEVER, CARPENTER HAS NOT BOTHERED TO VISIT US YET & HAS CLOSED THE CASE IN PEPPERFRY SYSTEM UNILATERALLY.. IS THIS JUST A SCAM TO PROLONG AND FRUSTRATE THE CUSTOMER???

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I had purchased a sofa from pepperfry.com by visiting the store in Whitefield Bangalore. The sofa what i received is wrong one compared to what i purchased. the same i had reported to store manager on same day(7th Aug.2024) itself when the sofa got delivered. But since that day it's been almost 27days. I didn't get any replacement or refund for the same. The case manager called almost 10times in this duration and always give false information to calm down me saying replacement item is dispatched will reach you the item in next 7 to 10days. But till today it's not been delivered. All these things they tell over call but no mail communication or update in their app for the same. So, last time when she told same thing item already got dispatched i demanded them to share same by mail. According to that mail it supposed to deliver today(4th Sept.2024) But it's not been delivered on top of that when i asked for at least do refund she called and telling there was some glitch and she giving again new dispatch date telling it's got dispatched yesterday(8th sep.2024) and asking me to wait another 7 to 10days. How to trust these guys in this kind of situation. So, i would request them to better to do refund rather than replacement on immediate basis. It's not a small amount which i spent. Also maintaining this new sofa without getting damaging also becoming very challenging for me as i have two kids with 3y and 6y. They're very careless and telling we can't do as per our policies we can only convey to backend.

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-Completely misleading policy and offers. That is why, I cancelled my product within 10 minutes of order.
- And payment done by credit card, and why they are taking 2 weeks to refund. Which they can do immediately.
- They are charging 2.5% on cancellation which is completely wrong
- The pepperfry site is not transparent.
- I dont recommend buying from it

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On 22 July 2024, Pepperfry (PF) delivered the Nicole 4 Door Wardrobe (Order Id[protected].

On 24 July 2024, assembly service by PF carpenters failed due to missing parts.

Complaint manager Ameya Jadhav was assigned to handle the case. Since an incomplete product had been delivered, I insisted on a refund based on PF's Easy Return Policy of 7-day return for incomplete products.

I submitted the...

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We purchased a three seater sofa from Durian with 5 year warranty but recently the stitches were broken and the cushion became flat due to which if anyone is sitting on the sofa, they are getting back pain. We raised a complaint on July 3rd and a month later the carpenter arrived and checked the product, took pictures and said that the product will be picked up for service within 2-3 days. 2 days later i received a call from customer service that the damage was due to usage and it doesnt cover under warranty as per carpenter's report.
Ive checked online and Pepperfry denied service for many customers stating the same reason. We spent Rs.55000 for buying the sofa trusting the company and its 5 year warranty.

Pepperfry customer support has been notified about the posted complaint.

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Incident Summary:

Delivery Delay:
My order was initially scheduled for delivery on 23rd July 2024. However, there was an unexpected delay without any prior notice or update from your team. After waiting for three additional days and multiple follow-ups, I was informed that there was no confirmed delivery date available.

Inadequate Response:
Upon contacting customer care, I was assigned a case manager who provided a new delivery date of 31st July 2024. This was unsatisfactory as I had placed the order on 17th July 2024, and the delay was already causing significant inconvenience.

Refund Request and Lack of Clarity:
Given the uncertainty and delays, I requested the cancellation of the order and a full refund. Your customer care team assured me that the refund process had been initiated and that it was awaiting hold confirmation from the merchant, which should take no more than 48 hours. However, after the said period, I followed up only to be informed that the hold confirmation was still pending.

Inconsistent Updates and Delivery Attempts:
Despite being told that my refund was being processed, there were attempts to deliver the mattress. This contradiction in communication has added to my frustration and confusion. I am now uncertain about the status of my refund and the delivery of the product.

Denial of Refund Process:
Today, when I followed up again, I was informed by Pepperfry customer care that no refund process had been initiated, contrary to what I was previously told. This is despite having received a mail from your team confirming that the refund process had started. This blatant denial and lack of transparency are unacceptable.

Current Status:
As of today, I am still waiting for the refund to be processed. The constant delays and lack of transparency have been extremely frustrating and inconvenient. I have lost trust in the ability of Pepperfry to manage orders and provide reliable customer service.

Request for Resolution:
I urgently request:

Confirmation and expedited processing of my full refund.
Clear communication regarding the status of my refund.
Assurance that no further delivery attempts will be made for the canceled order.
Attaching screenshots as proof of what all i'm saying
I hope for a swift and satisfactory resolution to this matter.

Pepperfry customer support has been notified about the posted complaint.

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Address: 29 DABC Dahlia Villas, DABC Arboretum, 30 Polachery village, Mambakkam 600127.

We had bought a Jasmine metal 4 seaterdining table in black finish with glass top and a glass below it. The lower glass was glued to the above glass. During installation I had pointed out that it seemed dangerous as it was just hanging on steel supports on 4 sides.
On 2 nd July when we all were at table, it suddenly gave way and fell on our laps injuring 1 person and fell down and broke into a 1000 pieces. We urge you to replace it/ repair it. Waiting for your immediate response.

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Address: Elante Mall, Chandigarh

I had ordered certain furniture items from their store at Elante Mall in Chandigarh vide Order ID[protected] on 26.06.2024 but had some queries. The gentleman at the store, Sh. Abhishek Vashist, did respond yesterday but did not resolve my queries. Today, he is not responding to call. I have made a payment of Rs. 98000/- but no response from them is making me nervous.

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Address: Bengaluru

It has been a month since the item was delivered in damaged condition (as identified by your carpenter on 25 May 2024.

It has been almost a month and the replacement has not been shipped. I am travelling now and unable to receive the delivery as informed to Pepperfry Support staff Akshay Girkar over 3 weeks ago.

It would be fair for me to be expected to be waiting any longer and I would like a refund. Pepperfry has not responded to the request.

ORDER ID:[protected]
Service Interaction Number: IR[protected]
Pepperfry Purchase[protected]FN1979693-S-PM39636

Pepperfry customer support has been notified about the posted complaint.

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