Pepperfry Complaints & Reviews

I had purchased a pair of bed mattresses from Pepperfry of company Comforto Siesta 5 Inches Memory Foam Single Mattress

product Delivered on: 27th August 2021
ITEM NAME: Comforto Siesta 5 Inches Memory Foam Single Mattress
SKU: FU1796745-S-PM29901-75X35
ORDER ID:[protected]

As the company provides -
Warranty: 10 Years' Warranty
Free Night Trial Days: 100 Nights

According to receive date of the product i.e. 27th August 2021
including today - total days of free night trial - 95 are used.

But I had raised return on 18th November ( 83 days of the free trial).
The next day their agent called on my number and I discussed my issue regarding the product with him (mattresses are not suited to us because of mattresses we get back pain too much and as the company provides 100-night trial, I want to return the product) and the agent said: "kindly allow me 48 hours to check this with the internal team and get back to you".

But after 2 days agent nor contacted again and neither replied to emails.
I mailed them 4 times but still no response.

I want to return the product and want a refund in my account.

Pepperfry not responding to emails.

Please help. My ORDER ID:[protected]

Ekta
[protected]

I placed an order for mattress on Nov-11-2021. The tracking info in their website indicated the estimated delivery on Nov-19. Its Nov-29 and the item not delivered yet. Their site shows bluedart tracking number but its invalid 5 digit number. I am calling customer care repeatedly but no update. They ask me to just wait for another 48 hours.
The chat option is very bad because most of the time no one takes the call.
I regret using Pepperfry.
Indian e-retail companies should give priority to honesty in doing business otherwise they will be eaten by foreign companies such as Amazons.

I have purchased a study table on May 28, 2021. This product was delivered on time and installed within a day itself. After five months the stand got damaged, and I cannot use the table as this stand is foldable, and top is a separate piece. This issue was highlighted to perpperfry immediately after the damage 23 rd November 2021.
Despite multiple reminders to pepperfry customer care, we have not received any replay from pepperfry in writing. As this product is totally a low quality damaged one and cannot be in a usable state, please get the product replaced (only the foldable stand) or refund the amount at the earliest.

I had ordered a set of 4 chairs from Pepperfry. At delivery, 2 of them were damaged so they were returned. I was promised that I'll get the replacement chairs in 7-10 days. It's been more than 10 days and I haven't received any communication regarding my order. I have been trying to contact them via phone and online but haven't been getting any response. I have paid for the full order upfront.

Ref: WR[protected] for Pepperfry Purchase[protected]FN1774516-P-WH5046

I have purchased Yuuna King Size bed with storage on July 22 2021. This product was delivered on time and installed within a day itself. After two weeks itself we have found bend on the platform and even inside the shelf provided in the head position . One side of the platform were broken and bend was there in all layers. As we were out of station due to pandemic, this issue was highlighted to perpperfry after three months on 14th November 2021. On 15th November, a furniture expert from Pepperfry has visited my place and inspected the damaged product and confirmed that, the damage is due to poor quality of the product.
Despite multiple reminders to pepperfry customer care and grievance officer, we have not received any replay from pepperfry. As this product is totally a low quality damaged one and cannot be in a usable state, please get the product replaced or refeund the amount Rs 24999/- at the earliest.

I ordered a bed through Pepperfry on 30th October. Their tracking showed delivered on 11th November 2021 but in reality the product was never delivered. Since then they are not able to tell where the bed is.

My Order no[protected]
Item Name: Claven Pull Out LHS Sofa Cum Bed with Storage in Teal Colour
Price: 55, 638rs.

I have ordered Sofa cum bed from Pepperfry and product got delivered by October 5th. Within 1 month I found that Am not able to convert Bed- Sofa. Upon checking I found that a wood inside sofa is broken, there was no damage outside. So I have raised complaint with Pepperfry for the same and they send a carpenter after my 2 days of follow ups. Carpenter has checked sofa and told me that I have got a damaged piece and it cannot be repaired as damage is inside. He told me that this is common for some sofa pieces and company will provide refund or replacement usually for the same. After that I have received mail from Pepperfry that I will be getting a call back in 3 hours. And in the mail it was mentioned clearly that product delivered is damaged(attaching mail and app screenshot for reference).
But even though I waited for 2 days we have not received any response from internal team. Whenever we contact customer care they keep on telling we will get response within 24 hrs from internal team, but no one contacted .Till 22nd November they were telling we will be getting replacement / refund.
But when I contacted today they told me " As per the current details from returns team, it cannot be accepted and the complaint needs be closed from our end as we have already informed the details".
Like that they closed the issue without providing any proper resolution to me either in call or mail.
I have paid my hard earned money for this and It last for 1 month. We are not able to use either as bed or sofa. They are saying this happened because o[censored]sage. But am not able to understand how Inside wood will break because o[censored]sage that also within few weeks of purchase. By showing 36 months of warranty they sold product and denying warranty terms even after 1 month of delivery.
In pepper fry mail and website I can see " Return Requests are addressed only when the request is raised within 7 days of delivery or if the product is under waranty". I hope company will keep up their words.

attaching relevant screenshots for reference

Order #[protected]

Bought multiple items from them valued at over 2 lacs. They delivered mostly to a satisfactory level except for the coffee table that poor quality and now the last item is a dressing table. They tried to deliver twice and I returned both times because it was either incomplete or damaged. Now they are trying to deliver the same again which I don't want. They are not reachable and sending it again. I want my money as I am no longer interested in taking damaged product.

I have ordered a 2 door wardrobe which they delivered late only after i raised a request. After delivery no one turned up for installation. I sent many mails where i get only same reply like it will be done in 3 days. The customer representative also says some reason and cuts the call. If there is issue with carpenters then the order shouldnt be taken. After raising return request also no one came up to pick the product. Highly dissapointing. The supervisor never picks the call too.

I have ordered two bar stools from pepper fry on 20th Oct.
Its been more than one month and the delivery is still not done.

There was a delivery on 12th Nov, but the products were defective.
So I returned it to the pepper fry representative right away, after discussion with the customer service executive.

Now, every week, I am getting a call from the delivery team that "you will get your product tomorrow", but their tomorrow never comes.
When I tried calling back on the number, some other person picks up and today he informed me that they get a calling list and that's what they follow, they have no update on this case.

I have been trying to get in touch with the customer service team of pepper fry, logged complains and call back requests as well. I have also sent them multiple calls, but till now, neither I have received any call back nor any response to my emails.

Pepperfry service is so bad that other than a call back request, there is no way to get in touch with them as they don't respond to emails/chats.

Now, they are taking the timelines of 1-1 week, and rescheduling the delivery on their own, and I get this message that "the delivery of material is rescheduled as per your request", and I have never requested that.

Hi, this is archana. On 20/10/2021 i bought a product in pepperfry, my order id is[protected] and the item got shipped on 23 oct but they have given wrong courier tracking details[protected] and the item should be delivered by 30/10/2021 whereas till now i. E 22/11/2021 its not been delivered, its been a month since i purchased the product n till now i dont know thr whereabout of my item. I called pepperfry cc multiple times seeking help...

Company studio manager Abused slap language and mis behavior after product purchase.charged for cancelation but before not inform when I was purchased products from company studio.

I ordered furniture under my company policy on 16th November. Till date invoice not ready. As per company policy need to claim before this month. If we call customer care they are rude in response and not ready to listen to customer. Further agent Amilia asked to complain if not happy with service. My order[protected]. Request responsible person who understand retail business to support his customer

I had ordered for one item on 30th October and the delivery date they had scheduled it for 23rd November. However I could see my item has already reached the final delivery station on 13th November at 9 am but yet I have not received it. Pepper fry does not have any option to reach out to their customer service agent. No contact information, no request for a call back and no proper chat system (there is just system robot to chat but not a human to talk to, there is no option at all to reach out to their customer agent). Seems like they care a least for their customers. An item which can be easily delivered by one person in a couple of hours time (since it has already arrived at the final delivery station) is taking more that 4-5 days!!

I had purchased a Herald Sofa cum Bed with Storage & Mattress in Cairo Walnut & White Finish by Crystal Furnitech, ORDER ID:[protected]. When the order was delivered, the delivery boy opened all the parts and was thoroughly checking them, I asked if everything was in order and he informed all parts are throughly checked for accuracy and quality before being packed and they do the same during delivery.
So imagine my surprise when their carpenter finally arrived to assemble the item, told me one part was 7 inches shorter hence he cannot assemble the item. He stated it will take 2 days for the part to arrive. As a special event was planned in the evening, I urgently called Pepper fry for assistance and a gentleman named Saral assured me he will check with their warehouse for the part and call back in two hours. When after 5 hours Saral had not called I called them back. After calling multiple times and being informed by auto messages they will call back in 15 mins, Miss Sharmeen Khan, from Resolution team called and after hearing me out, informed me it will take them SEVEN days to get the part and another 48 to 72 hours to get a carpenter to come assemble the item. This truly infuriated me and I informed Sharmeen, her colleague informed me hours ago it will take them TWO days, so why SEVEN days now? She stated she was advising me as per company guidelines. I requested for a refund and Sharmeen assured me, she will arrange to have the item picked up by end of day tomorrow (15/11/2021). And the refund will be done by end of day on 16/11/2021. I requested her to send me an email that stated the above timeline as we'd discussed and she assured she would do it.

Imagine my surprise when I got an email from Sharmeen which stated "As the next step towards resolving your concern, the above-mentioned item shall be picked up by 2-3 days". It further stated "Once the pickup is complete, we will initiate refund to your ORIGINAL SOURCE.". ( copy of the email is duly attached at the bottom of this email).

Pepperfry team proved to be unprofessional and irresponsible, who have absolutely no respect for their customers time or the problems they cause them due to their unprofessionalism.

The manner in which Sharmeen assured me one thing on our call, and stated quite differently in her email, makes me feel saddened I got myself acquainted with such insensitive and unprofessional people who take their customers for granted.

The carpenter informed me, he jist came from another customer whose bed he could not assemble, as a part was bigger. Makes me wonder, WHAT QUALITY CHECK PEPPERFRY MANAGES OF ITEMS BEFORE DISPATCHING THEM.

The manner in which Pepperfry team didn't ONCE state they would EVEN TRY to expedite the resolution process, rather were giving contrasting timelines for the same was truly pathetic and sad.

Hope I get the item removed from my house and I get my refund immediately.

Thank you

______________________

(Letter from Pepperfry)

[protected] 10AM to 7PM

Dear John Dsouza,

This communication is regarding your Service Interaction Number IR[protected] for the following purchase on Pepperfry:

ORDER ID:[protected]

ITEM NAME: Herald Sofa cum Bed with Storage & Mattress in Cairo Walnut & White Finish by Crystal Furnitech

SKU: FN1657342-S-WH36446

As the next step towards resolving your concern, the above-mentioned item shall be picked up by 2-3 days. The contact details of the pick-up supervisor shall be shared with you once the pickup is scheduled.

Once the pickup is complete, we will initiate refund to your ORIGINAL SOURCE.

For any further queries related to this purchase, please contact me on[protected]I can be reached from 10 AM to 07 PM) or write to me @ sharmeen.[protected]@pepperfry.com.

Regards,

Sharmeen Khan

Resolutions Team, Pepperfry

We have ordered queen size bed from pepperfry, the product was delivered with 2 boards of head rest were missing. We registered the complaint to customer care. Earlier they said the part will be delivered, but they failed to do so. Later they mailed us they will pickup the product and will refund the amount. But from last one month they haven't picked up the same. They are closing complaint citing false reason - they are unable to contact us or we are unavailable at address. They haven't called once for pick up nor they have visited at our address. We asked them to provide details for the same but they failed to do so. They are the fraudsters looting the public hard earned money.

My product was ordered on 19th October 2021. The status shows delivered but I haven't received any product so far. The customer care hasn't responded to any of my emails or my calls since 15 days. Very disappointed with pepperfry.

I bought Scarlett 3 Seater Velvet Sofa in Berry Red Colour - Casacraft By pepper fry delivered on[protected]

I now find the goods have the following fault:

Stitching of sofa have started coming off after three days and finishing is not as per standard

For same we had raise complain and technical person came with sewing things but we had refused as we have paid money as per standard product if at all product starts faulty within 2-3 days it's not prepared as per standard so we are not at all satisfied with the product

I am trying call them daily and have been sending mails but not one is bothered to revert

I thinks it’s fraud company where there is no supervisor nor team manager
It’s not at all trustworthy company

Ordered Sofa and Bed before one month Deepawli and was to be delivered before that. But delivery we got after deepawali that too daily reminding and making complaint almost daily. No body knows when delivery will take place. No advance intimation before delivery. Hopeless.

I received the delivery on 22nd Oct. after lot of followup. on 23rd Oct I requested for return & replacement as product was damaged. Called customer care on 23rd Oct was informed that replacement will be done in two days. Nothing happened. I called again on 27th, was asked to wait for two days more. After several calls and email to cs I informed them to lift the damaged bed and refund the amount. i was promised that it will be picked up in two days and the refund will be initiated one day later. However, despite several calls and email, all I receive are SMSs stating pickup is scheduled on so and so days. But no one turns up. They also provide phone numbers of the person coming to collect. Today also I got a message and when I called the number he informs me that he is in Pepperfry but in located in Lucknow where as my place is in Pali, Maharashtra. Now customer care has stopped responding the my calls. Thomas