Pepperfry Complaints & Reviews

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...

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.

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...

-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

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...

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...

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.

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...

Hello,
I just had a call with Parbhat (Case Manager). According to him, SOFA is bent due to usage issues.

But, in attached Pictures it is seen that there is no damage issue, nothing is broken, but Parbhat is relying on Carpenter's report, totally neglecting what the customer has to say, even ignoring the pictures which we have provided.
I am not understanding in pictures how a carpenter is seeing the internal damage.

This is the attached picture which is provided in the website: in which it is clearly seen that the Middle support leg is provided.

but in the attached pictures which we have provided, Sofa is missing the middle leg support. but parbhat is not agreeing to this, and completely neglecting Customer words or pictures provided.

as the middle leg is missing, it should be covered under warranty. Please request your assistance.

I had booked 3+1+1 sofa on 10th March 2024 and the delivery was assured to be made before 27th March 2024. My order ID is[protected]. Your mobile app says delivery before 29th march 2024. When i tracked the shipment, initially got a message saying it is delayed and will be delivered by 31st march 2024 and then on raising a email complaint, it was informed that the product will be delivered before 04th April 2024.
till date i dont have a clue as to when the product will be delivered. Inspite of many calls to Customer Care, I am not getting any response. Try to resolve the issue if at all you respect your customer sentiments.

We purchased the product of order no,[protected] Marvin Board. We received the product. You person came for Assembling for some reason he was not able to do. Please arrange for the product to be assembled

We received the product of order no.[protected]. Your person came for assembling for some reason he was not able to to Please send your person for assembling the product. Your customer care number is always engaged

I had ordered a Kenny Hutch Desk in Wenge Finish on the PepperFry website on the 6th of February. The product was supposed to reach me on the 16th of February. Till date, neither has the product reached me, nor has the company informed me as to when I may get the same. Below are the details of the order.
ITEM NAME Kenny Hutch Desk in Wenge Finish

ORDER ID[protected]

SKU FN1946378-S-WH38101

My order was cancelled after 12 days, without giving any reason and the refund will also come in 2 weeks. The product's price has increased so I can't place another order too. Pepperfry policy says that we can cancel only upto 7 days and they'll charge 2.5% for that too. What is the policy when pepperfry keeps my amount for such a long time and then cancels the order from their side.

On 7th Feb 2024 I ordered one Mattress from Pepperfry with:
Dimension:
72 L x 72 W Inch
Thickness:
6 Inches
Brand Spring tek
Immediately after ordering I realized that I didn't selected right dimension which I was looking for (78*72) I tried to cancel the order and reorder with correct size.
While cancelling I saw that they are going to charge 2.5 percent transaction fee which was no where mentioned while ordering the product.
This is highly unethical to charge a customer on the same day of canceling.
I tried to connect with customer care and didn't get proper resolution. This kind of company need to stop cheating the customer on the name of policy.

On January 30th, 2024, I acquired a table through a store executive, expecting it to align with the specifications outlined on your website/catalog/communication, where it was mentioned that the table is adjustable in height. However, during assembly, we consulted the carpenter who indicated that only after full assembly could he provide information about what the table would look like.

Regrettably, upon receiving the product, I was dismayed to discover a significant discrepancy between the actual features of the item and the information provided. This has resulted in inconvenience and frustration as the product does not meet my original expectations.

Moreover, I wish to highlight an additional concern regarding accessibility. As a handicapped individual, I am facing difficulties in using the purchased table due to issues with its adjustment mechanism. This presents a substantial challenge, and it is imperative that such information is accurately communicated to customers for them to make informed decisions based on their unique needs.

I am not in good physical condition, and it was within the knowledge of your executive that he did not provide full information about the product. Also, during a face-to-face 30-minute conversation, he informed me that if another table would be more suitable, I could replace it, but an additional payment would be required.
Also, during that conversation only, he said i have sold to so many you tubers that they are able to use it. but after receiving that product i cam e to know you can't adjust the height of product

OrderId:[protected]
Date of Order: 27th Dec 2023
Date of Delivery: 7th Jan 2024
SKU Id: FN2035035-S-PM34572

The crockery unit parts were delivered on 7th January and while taking it out from the box it was found damaged by delivery personnel. I have the complete video o[censored]npacking and taking out parts by delivery person.

I did ask him why was he keeping it at my home if parts are already damaged. He said that their part is only to deliver it, the carpenter coming for assembly will assess snd raise a formal complaint.

The carpenter visited on 9th Jan and confirmed that the 2 main panels were damaged. He spoke with his supervisor and confirmed that this will be returned and I will be refunded ASAP.

Please find attached the email from pepperfry on 9th January 2024 that product is damaged and could not be repaired.

Then I started checking with customer services team to pick up the unit and process my refund.

There has been multiple conversations with customer support team and I have always been given false promises to pickup the product.

I was sent messages on 5 different occasions (different days) that it would be picked up with pick up person’s details, on every occasion on contacting the pickup personal i was told that he hasn’t been assigned any request to pick up.

Its a pure harassment case where i had to postpone all other work as i had been waiting for the pickup on all those days. Even after multiple follow ups there have been no progress.

My money is stuck.
Wasted time.
Damaged Un- assembled product lying in my living room creating a hassle.

I want full refund and compensation for my time and mental harassment.

Thanks,
Div

I purchased the product on 24th dec and it got delivered on Jan 2nd .as per the policy once product is delivered with in 24 hrs installation will be provided. But my point is till 8zh Jan I haven't recieved and call or any message or email from pepper fry that.installiation is delay due to some technical issues. I personally called customer care asking for installation they said they will assign and by 9th it will be installed..but again they failed. Just got irritated and told them I don't want this product and again till time no one as come to take it return as per Nagarbhavi studio person he said will pick the order and will refund on 14th . Today it's 18th and no action happening here

I placed orders for queen size beds and mattress of size 78L x 60W which is mentioned in the specification of bed but pepperfry app internally updated the mattress’ size to 70Lx 60W and 70Lx48W. And now (within 7 days of placing the orders) I am trying to contact customer service via chat, emails and calls but no answer or resolution. Chatbot is not human, and they are not letting me cancel/return these two items, which is Rs 17, 737, and...

1. Order date - 4th Nov - expected to be delivered in a week. Did not deliver till now.
2. Original Ship date - 11th Nov - canceled by Pepperfry due to quality issues in the product detected by their internal department. Notified by email as the reason for delay in delivery and a new promised date of delivery
3. First delivery date - 18th Nov - delivery agents tried to assemble at my house, top drawer would not open, after putting racks in, the cabinet doors would not close. They realized only one coat of painting was done. Clearly, they realized it was a defective piece. They took it back.
4. Second delivery date - 26th Nov with claim that issue has been resolved - the same piece was delivered and the delivery agents faced mostly similar issues assembling and took it back
5. Request for full refund