Pepperfry Complaints & Reviews

Hello,

I'm writing this in regards to my order of a queen-size bed (order ID[protected] from Pepperfry, dated 26th November, 2021.

I was initially promised delivery within a couple of days, and the bed did arrive. However, because of some missing parts, the bed had to be taken back to the warehouse.

I was then informed by Mr. Gautam (from the Resolutions Team) that I'd be receiving my bed in 3 days' time (i.e., 3rd November). However, I'm yet to receive my bed, and there has been no communication regarding the updated delivery after my last call with Pepperfry.

Kindly reach out to me and solve this issue as soon as possible. Otherwise, I'll have to escalate the matter further, as I've already paid the amount for the bed in full, and have been expecting it to be delivered and assembled at the earliest.

Reached out to the customer service agent as well twice but no response. This is the saddest experience I have had with pepperfry. I will be posting this issue all over social media to show how unorganized your company is.

Thank you,

Suraj Viswanathan

This is regarding the executive chair which I purchased from pepperfry few month back for work from home work. Sir, I would like to bring in following to your kind attention and expecting for a quicker resolution:

1. When chair was delivered and assembled for the first time, I could feel that Chair has some issues and when I pointed out to the technician, he told me to use it and see if problem persists.

2. After using for couple of month, I started feeling the pain on my back as chair was bending towards right side whenever I used to sit on it.

3. After multiple calls and reminder, technician/carpenter came and after looking at the chair he changed the screw and added padding on the right side. I immediately complained him that now chair is tilting on the left side but then he told me to test it and if problem exists then again talk to customer center. You need to note here - that because of adding padding (sort of washer!), technician has to use a long screw which was not even fitting in the screw grip and was left loose!

4. Immediately after this adjustment, I felt chair has become more problematic and hence called the pepperfy again and when I explained everything in details, another carpenter was sent after 4 weeks (after multiple follow-up) and this time when the carpenter saw the chair he told me this is manufacturing problem and cannot be repaired. He talked to his supervisor over the phone and has even taken the video/pics of chair.

5. Carpenter told me he is giving the feedback for replacement and I'll get a call within 24 hrs for the same. Today when I called after 3 days since this visit, I was told that feedback is that chair is defective because o[censored]sage and hence cannot be replaced. No details given and also this is opposite of what carpenter told me and also his supervisor in front of me.

6. Sir, would request you to please look into the case as I work from home and that's a reason I have purchased an costly executive chair. And how come such a costly branded chair will be defective because o[censored]sage in few months.

7. This is utter shamelessness from pepperfry that they intentionally delayed the service and after following up for few months they just called me to inform that they can't do anything even if I go to consumer forum. Right from their customer service to grievance officer - all have demonstrated a poor customer service and have shown very rigid behavior .

For sake of their products, this company can not hurt the sentiments of our beliefs, cultures, traditions and religion, Pls take appropriate actions against them.

I ordered a "Multicolor Cotton Shade Traditional Floor Lamp with Black Base by New Era" using pepper fry app on 12th October with order no.[protected]LL1885844-S-PM16556.

The item was scheduled to be delivered on 20th October but it is still undelivered till date.

No update regarding the delivery of the product has been provided to me yet as for last 14 days it is showing "Unexpected error occured" while tracking the item in Delhivery site.

I EXPECTED TO GET IT DELIVERED BEFORE DIWALI BUT AM VERY DISAPPOINTED.

I ordered a sofa with pefferfry and the same was confirmed on 4th Oct with delivery date of 29th Oct.

Now after waiting for all a month, today 28th Oct, a day before delivery date, I got the msg that your order is cancelled.. no apologies made by these fraudsters.

I want this sofa before Diwali but now I have no way to get the sofa with Diwali just a week away. I am now waiting for the refund so that I can purchase from somewhere else.

This is utter ###

I ordered a single bedsheet which turned out to be poor in quality and also had a logo printed on it which was very much visible when we put it on bed. I raised a return request but no body came to pick it up, after a week i called so the customer care, so they simply denied the return stating some stupid return policies under which my return is not qualified. I am highly disappointed in how they treated such well aware customers, as if we are returning just because of the refund, as i also asked them if it is possible to pls take this one back and i can order another bedsheet with the same amount or by adding additional over and above it. They refused to negotiate with that too! Never will trust these guys again for any of my home decor needs.

Two out of three products that I ordered were damaged and the third was damaging the wall because of the metal finish. Requested Pepperfry to take back all three items because of the poor quality. Also because I was conforming to the refund conditions outlined on their site.

I had requested for refund before the second item was delivered. Took them enough time to go through all deliveries and make that a reason to not accept a return. Apparently metal products are subject to variations. Variations that can totally defy the purpose they are meant for!!!

Need a full refund. Pepperfry, expected better support from your online support. Extremely bad customer experience.

[protected] and[protected]
The order ID is mentioned above. The item was supposed to be delivered before 26th October. But I didn't receive any call from delivery executive regarding the order.

My order is still pending from 4th October. Every time
I call they say wait for 24-48 hrs. Now I see that the product is already returned to the seller and no refund initiated. Where is my product that I ordered? Very bad service. Do not buy from this site. I cannot even cancel it as the product is already returned and no response from Pepperfry. Atleast issue my refund. Tracking id [protected] for e-commerce express. Order id[protected]

Myself Arun Ramesh from Trivandrum, Kerala. I have ordered one set up box stand through pepperfry.com on 13 of this month.. The status of the shipment showing that the item is at the delivery centre that means in Trivandrum from 21 st Oct till now.. Y so much delay to deliver the order.. it's been 3 days delay to deliver this..bi am sorry to say that such a poor service you have

I ordered a navy blue stool, but they delivered a grey stool. I raised return request. Which was never answered. I called customer care executive. She was very rude. She said this much change in colour should be accepted by customer and it doesn't fall under return policy. She refused to escalate the issue. She closed the conversation. Very rude attitude.
I feel cheated by this fraud.

A study table purchased in AUg 2021 had the drawer not moving. Complaint as referred above was raised on 15Oct as the item was under warranty. I was informed a technician will attend to it on Monday 18th Oct. But no one came or called. i contacted the technician S Sivirajan at the number provided in the SMS. But neither did he subsequently call or attend till today. I again called him and he was very rude and told me he would not attend to this and hung up.

Last two days I have attempted to reach the customer service number[protected] and get recorder messages that the representative will call back shortly but no one has called. I have also sent an email that has not been responded. I am thus left with a faulty product that Pepperfry refuses to attend to

Pepperfry people assured me at time of purchase that reassembly service during relocation shall be provided. Blatant lies. Now when I'm moving, they're refusing to provide any service. Local carpenters are not able to understand their weird carpentry and now our bed will be spoilt and not reassembled properly just because of pepperfry's pathetic customer support. Waste of money. Never buy any furniture from them. They don't help at all. Buy from local stores. At least you'll be able to move your furniture if needed. Pepperfry worst merchant ever.

I have been having tuff time after placing orders on Pepperfry website. They simply don’t care about customers and there seems to be no value or ethics being followed.Especially customer service they don’t answer calls neither reply over emails.Items ordered get delayed for ever, they don’t have a system to follow up and close with courier vendor partners, they don’t care if you items are damaged in transit.

I ordered a product from Pepperfry on 15.09.2021 through online mode of payment. It was supposed to be delivered on/before 29.09.2021. I did not receive the product in that time duration. Neither did I receive any email/communication from them regarding the delay.
When I contacted their customer service, it was told to me that the order would be delivered on/before 05.10.2021. I waited, and again did not receive neither any communication, nor my product.

Amidst my work schedule, I had to write them umpteen emails, made number of calls to enquire about my product. Each time they gave me a new delivery date, and also a new 'Ticket ID'. No one followed up with me to check if I have received the product.
Since I did not receive the product, I called for refund and cancellation.
It is 13.10.2021, I have still not received any confirmation for my refund, nor the product. No one from their team corroborates on the status, and keeps sending me new Delivery Dates, all the while when I have already mentioned for a Refund.

Disappointing Services by Pepperfry. Wasting time of Consumers. Very poor Customer Services by Resolution Team.

Require my Refund.

I ordered 2 products, both have come in a different colour. I had viewed their terms and conditions before buying the products and their terms state that incase the product colour is different from that in the image, I will be able to return the product within 7 days.

In the case of product 1- (SET OF 2 CHAIRS)
The backrest of the chairs has tile work on it, the tiles are of an absolutely different colour and pattern. I have been trying to contact them for the past 4 days but every time I call the helpline, an automated system says that I will receive a call back within 15 mins, I either don’t receive any call back or the call is disconnected as soon as I express my issue. The return policy is valid only for 7 days and I am unable to reach them despite of my best efforts, this gives a sense that they are trying to while away time so that the 7 day period is over and I cannot claim a refund/return.

In the case of Product 2- (TABLE)
When the pepper fry representatives came for delivery, an inspection person had also come to verify the condition of the product. He agreed that the colour was completely different and initiated the process for a return/refund. I received an email stating that I will be refunded the full amount for the product. Soon after (within 1 hour) the delivery boys/inspection person came back with the product and said that they cannot do nothing about it as the company that manufactures the product had denied any colour variation. Hence my refund has been cancelled even though I had received a confirmation mail for the refund. On calling the pepper fry helpline I was told that the product is not eligible for refund, the reasoning they gave was that firstly the manufacturer has the last say in it. Secondly, in their product description they have mentioned "Natural" colour which means it is this colour. I told them that firstly natural is subjective, what may be natural colour to one may not be natural colour to another person. And secondly as per their policy, their image on the website (dimension, shape, colour) should match the product otherwise it is eligible for return/refund. They conveniently said that, that is applicable only for items such as bedsheets, and not furniture. Where as this is not mentioned anywhere in their terms and conditions. I spoke to 3 different representatives of pepperfry and all 3 accepted that its the wrong product due to colour difference but they cannot do anything as the company does not allow them do make a decision on it (I have voice/video recording of them admitting to this). In fact the first time when the inspection person saw the table and compared it to the image I ordered, he said and I quote “yeh toh white hai, appne toh brown order kiya tha”. Pepperfry employees are extremely arrogant, while conversing with one of the employees, I told her that they cannot just get away with this and even though the wrong product us delivered I am being forced to settle with it. She actually had the audacity to respond saying, that I can raise this matter in any court, I am not going to get my money back. If I want to keep the product, I may or else I can throw the product but this is the final product they have for me and they will not cater to any refund/return requests.

I ordered two recliners from your site, , but later realised that it wont fit in my room, ... So decided to cancel the order, but the option was not available... Delivery date is way away( say 40 days)
And the status is only confirmed.
Please do the needful to cancel the order.
Iam willing to pay the cancellation fees.
Order no.[protected]

Hi Team,

I have place an prepaid order of 16, 826rs but got the invoice only for 1, 970 rs .
Could you please issue an invoice for the product .
Order id[protected].
Name - Punith
Ph No. - [protected]

For order id[protected]

My dining table and dressing table is delivered to us on 1st oct 2021 and today is 3rd oct 2021. Nobody came for assembling them.
Really disappointed by pepper fry

Order[protected]For 3 seater sofa brown @ approx Rs. 50, 000) smile offer cashback not yet credited. The pop up advertisement said all orders will receive this cash back. Hence In the order I did not mention about the offer code. Immediately i.e. the same day I sent email to their customer service asking them if I have to cancel the order to get the offered cash back. I received reply asking me not to cancel the order as it would involve penalty charges and refunds would be delayed.

While I attempted to cancel the order online I was unable to do or get message about heavy cancellation charges and was not confident if they would refund approx Rs. 50, 000- fully paid. Hence I did not cancelled.

To my surprise I see that the same product price got reduced by over 25% .
Meanwhile they processed the order quickly and delivered the product.

When I raise request with their customer service for the cash back received resolution that the order is not eligible for cashback.

I do not see option to reach out to the customer service to talk or escalation mechanism.

This chain seems to be very bad in customer service and their intension seems to be cheating the customer for their gains. I regret having placed order with this organization.

Request you to take this up with them and have them
- Refund the difference in current price(37000) and my purchase price (49000).
- Provide 25% cash back on the current price (37000) immediately.

############ MY EMAILS TO PEPPERFRY IS AS BELOW######
Hi

As advised I have not cancelled the order and today received the item.

Please confirm by when cashback of 25% be credited to my Pepperfry account.

Thanks.

Regards
Prabhu

On 21-Sep-2021, at 8:04 PM, Prabhu N D wrote:

Hi

I have not applied smile code for this order. Will I still get cashback or should I cancel and reorder.

Pls confirm ASAP. Thanks.

Regards
Prabhu
##########################################