Pepperfry Complaints & Reviews

Order no[protected]
Order placed on 23/02/2020
My mother had placed an order for an small crockery unit and by mistake or the websites mistake she placed an order for the same item 6 times, she wanted to cancel the order so she had called their customer care and they have refused to cancel citing there is no cancellation on the orders placed, her brother had enquired the same to customer care to cancel but nothing to their avail and he also informed they if she wanted to do an bulk order then she would have gone to the other separate link for "bulk orders".

So i would like this order to be cancelled or change the order to 1 item and not 6 and the money refunded to her.

I purchased a set to two chairs from pepperfry. One of the chair was found damaged during transit. I requested them to replace the damaged one. They are denying to replace it, but only take it back as return. So i requested to take both chairs in return as single chair won't be fulfilling my purpose. They are not even accepting that. Issue is unresolved since a month.

I bough a sofa from pepperfry that was supposed to be made of cotton & polyester fabric. They delivered the item with wrong fabric that is suede fabric. The color also is not the one which is at thier app.
When i contacted to customer care they denied help saying it is the same fabric and there is nothing wrong.
I contacted the merchant dreemzz furniture also for return or replacement but he also denied to do so.

Both of them now has cheated by hard earned money for 50000

We wanted wooden TV unit, so we visited PepperFry showroom at Kandivali West. We have seen finish / colour of Siramika Honey Oak Bar Unit and we found it matching with rest of my wooden furniture. We ordered Siramika Honey Oak TV Unit on 23-Jan and received it on 6-Feb. To my surprise, we have received dark TV unit (below) which is not at all what we have seen in showroom or on website. We requested Pepperfry to do re-polish. They have sent their carpenter (Shabbir Shaikh) and he too agreed that it is too dark and cannot be made light without removing dark polish.

Now started my painful follow-ups. Their resolution team manager "Sarvesh S" denied that their carpenter has agreed that TV unit is dark and insisted that it is same as shown on website and showroom. He refused to do re-polish, or replace or give refund. I was also told that I cannot modify polish or else my warranty will lapse! I have again spoken to carpenter, he confirmed that he has told his team that TV unit is dark. So, where is the integrity of "Team Pepperfry"? Since then I'm almost following up on daily basis to get it re-polished or get replacement or refund.

After all these days, I have understood that Pepperfry model is completely different from Amazon or Flipkart, where you can easily return products. Your ratings and feedback do not appear on product page.

Do we as customer have to accept whatever they deliver to us, whether we like it or not?

Team pepperfry,

I ordered a double bed (As per subject) on 16th & it was delivered on 2nd-feb. When your delivery guys were unpacking & showing the items/parts, we got shocked to see the product quality. The thickness of the items was horrible (Refer enclosed pics for clarity & understanding of complaint). The same thing was complained to the guys & we denied to accept the product; but your guys said that refund can be requested later.

The detail of thickness is nowhere described in product detail on pepperfry website. This is the only issue & base of this complaint.

We've made multiple calls & mails to pepperfry customer care, but of no use as your guys do not bother to understand the issue and denying the process the refund request by repeating the same thing again & again.

Please take this mail seriously & refund my money back on priority (By 12-feb'2020); else i'll have to take it further to consumer court.

Also, any damage to the delivered product will be your responsibility as i've raised return request for more than a week now.

Waiting for my refund..

I have not yet received the refund from the merchant for one of my products. They told me that i should contact my bank as they have already refunded the amount.

I contacted the bank and they said that they require a confirmation email from the merchant stating the date and amount of the transaction. I asked for the same from the merchant. It has been nearly two days but have not received any reply from their end.

Please look into this urgently as it has been delayed long and the amount is big.

I had ordered Myra Wall Unit and Multipurpose Cabinet through Pepperfry. Both of these items were cancelled by the merchant after a long wait period. Pepperfry claims that they have refunded the amount to my account. However I have only received the refund of Rs. 3329 ( Cabinet) and not that of Rs. 7170 (Wall Unit). I had contacted their support many times but have not received any proper reply regarding the same. It has been a long time and as the amount is very big, it would be great if the amount is refunded soon else I will be forced to take legal actions against the company.

This was my first experience from Pepperfry and it is the worst. Never expected this from you. I will never ever order from your website and wont ever refer anyone about it.

Expected your urgent action on the same to avoid any legal steps.

On dated 21.01.2020 i have made a payment to pepperfry through mobikwik. The amount was 512 rs. However the amount has been debited form my wallet but it has not been received by pepperfry. This transaction was successful at the end of mobikwik.
This order has not been confirmed by pepperfry due to payment issue.
Also till date i have not received my amount back neither my order is successful.
So kindly refund my amount back to wallet.

The item was purchased on 29th july 2019 and has a warranty of (12th months). Warranty covers any defect as per terms and conditions laid out by manufacturer.

Issue with my product is the slabs in the center & below compartment got bend by its own weight due to design issue, because of which im not able to lock the drawer under it.. And also there was lot of fungus this rainy season which i can understand is due to humidity...

Initially when i raises this concern with pepperfry they assigned a carpenter to fix the issues, but the carpenter called me and informed that he cannot fix the fungus issue but he can fix the bend, i said ok at-least fix the bend. Than again they rescheduled the carpenter visit second time after 2 days but this time also carpenter called me to inform that he cannot fix the bend as well, he never visited my place. When i shouted at him he said the resolution team will update me the next step.. Someone from resolution team called and informed that the issues what i mentioned is not covered under warranty as per the manufacturer and said "the damage in your product is due to usage and also it is fungus infested which is not covered under warranty".
Also she gave me a silly reason that there was flood in chennai and i placed the wardrobe in a wooden stand because of which they cannot help me exchange or refund...? There was no flood this season and the stand we designed as per the carpenter instruction who came for installation..

These pepperfry people are such a fraud that before ordering this item itself i checked with them whether there will any fungus effect for which they replied that this is chemically treated wood and i wont get any fungus.

When i reported these issues they assigned the carpenter twice to my place, are they were not aware of the warranty conditions at that time?? After taking almost a week of time they have mailed me that its not covered under warranty and they cannot help regarding this.

Pepperfry is selling worst and inferior quality products mainly compressed wood products, don't became a victim to their fancy discount adds like republic day special 50% -70% discounts... They are frauds. They will give you cash back but again you can use only a limited amount of that money in their sites for a short span of time after which it will get expired..

I'm attaching the mail conversation with the pepperfry resolution team, please if anyone could help me with a better solution for the same.

I placed an order with pepperfry yesterday. And twice i called them to cancel the item as we have some foreseen circumstances. This call was placed within 2 hours of placing the order.

The items are scheduled for delivery on 31st jan. However, pepperfry flatly refused to cancel the order.

I am surprised that when the item is not shipped, they not ready to cancel.

I ordered a set of two anti-skid doormats on january 1st. (Order id:[protected]. Product was delivered on january 17th. However, only one mat of the set of two was delivered. I first sent an e-mail regarding this at the address given on their website, but received a reply saying that inbox was not being monitored and that i should submit an online form. Then i complained on their online customer complaint form, which requires submission of a photo of the product, which was done. But there was no option indicating incomplete delivery, so i chose the refund option as there was no 'other' option on their menu. I also called them subsequently to explain that i am not initiating a return or asking for refund. I only want the missing item to be sent. However, they are insisting that they cannot proceed with the complaint unless i upload photos again. There are no damages that can be captured in images. How can i upload photos of a missing product?

I want my delivery to be completed. That is, of the set of two mats, since i have received only one, i want the second mat to be sent.

Pepperfry's grievance redressal mechanism is extremely customer unfriendly. I want them to put in place better grievance redressal mechanisms.

Order Id:[protected], need refund on the order. Product delivered was not even similar to the color . Online displayed product is grey distress n sales executive in store also mentioned it's grey. What was sent is white. Your refund policy clearly states of its not the right product you shall refund. Have been following up for 10 days now. Need a refund. Don't buy distress finished products from here.

Hi,
I have placed an on order on pepperfry today 15/01/2020, however immediately after placing the order, i see that the order page is showing incorrect product. When spoken to customer care, they are refusing to cancel the order.
Customer care is of no use, as they keep repeating that they have no cancellation policy.
I would like to cancel the product as it s of no use to me now.

Regards,
Deepan

Mail sent pepperfry
Dear sir,
My wife dr namrata sood placed four orders on your platform.
Orders no[protected] of ariasa king sized bed with storage box with side tables and four door ward robe worth rs 24689/- (Including installation charges of rs 250/-), order no[protected] for ren king sized beds with storage box and bed sized tables for rs 16609/- (Including instalation charges of rs250/-), order no[protected]for 78x72 cm 5 " mattress for rs10959/-and order no[protected] for caspain dressing table for rs 10750 (Including 250 installation charges). The first two orders no[protected] and[protected] were delivered on 08/01/2020 at approx 1400 hours. While the service engineer started the installation of both items it was realised that the above two orders[protected] and[protected] were not matching the products she had ordered and also not matching the product specification given in your platform for the same. The specifications mentioned were box storage in the bed, where as the item supplied had no box storage and only had storage space.in fact the storage space had 8 mm ply placed on the floor, not attached to the bed denoting the storage space. The english language meaningof box storage is a container with a flat base and sides and container means an object for holding and transporting something and items supplied does in no way look like a box storage. It is just a storage space. Therefore my wife and me both initiated a return and refund of the above two items. The refund of order no[protected] was initiated after multiple calls to support centre and intervention of the senior staff, while the return memo of order no[protected] has not been initiated nor the refund, though my mails and discussion on phone calls included both the items for refund. I am surprised at your callous and unprofessional attitude towards your customer since refund for the smaller amount value only has been initiated and not the bigger amount value.in fact yesterday, after multiple discussion your senior customer manager agreed for refund for order no[protected] but to the pepperfry wallet. This is against the basic principle of justice where in refund does not come to my wife or me directly (For your information the transactions were made from my bank account) and she/me is forced to buy things at your platform to utilise the refund into pepperfry wallet. With such a bad experience, the refund into my account from where transaction occurred is the most justifiable way of refund. This is despite the fact that the problem of difference in the product supplied and the specifications shown of the items at your platform for both orders is same and pointed out simultaneously.
It is very sad that a company of your repute treats its customers in such a shabby way, highly unethical, and un professional.
The other two orders[protected] [protected] were subsequently received and installed and accepted.
I therefore final time am requesting to initiate a return memo of order no[protected] and inturn issue a refund into my account from which the order amount was debited to avoid any financial loss to me.
It would be in the principal of natural justice that when two items are not matching specifications, the refund of both items should be initiated, rather than one only, that also of smaller value.
This is the final mail towards your end and uf i do not get a refund, i will be forced to initiate more action which may not be in the interest of your company.
Yours sincerely
Brig ak sood
[protected]/[protected]

Mail sent today at 2200 hours

Dear sir, in reference to my mails dated 8th jan 10th jan, 11 th jan (Twice) and 13 th jan 2020, it is very surprising that the response mail comes with in two min of my mail which says the the complaint has been resolved and please send another mail. It is highly unfair that a mail is sent within two min which says complaint is resolved whereas the complaint stands as it is. It is very unfortunate that two orders id[protected] and[protected] with same complaint with incongruity between product specification s and items supplied by you are dealt differently where in return of item related to order no[protected] is issued and refund to my account promised while no action has been taken for the order id[protected].in fact i am being told that return will be intimated only if i agree to have refund into my pepperfry wallet. This is holding a person to ransom. This is highly unfair and unprofessional. This speaks volumes about the ethos and ethics of the company and then you expect the customer to continue a business / customer relationship.
I have been adequately harassed and now is leading to mental and financial loss to me. I will not bear this. I am being now forced to look for other avenues to solve my problem. I assure you that if my problem is not solved in the next 24 hours i will be forced to initiate a legal action
Warm regards
Yours sincerely
Brig ak sood
[protected]/[protected]

I have ordered a wall art from pepperfry but the product that i received does not match with the image shown in the website. The quality is very poor and the design is completely different. I lodged a complaint but they informed me that they won’t be able to return as the merchant validated the product! Ordr id[protected].
They are cheating customers by displaying something else and providing a different one and then informing that return cannot be processed as the merchant validated the product!!!

I ordered 3 items from pepperfry on 12th jan 2020 and once i ordered then i was able to track that it will be delivered by 30th jan 2020 which is unacceptable as i will be flying out of india on 25th jan 2020.

Hence, i would like to cancel the order but they say once ordered cannot be cancelled.
But why cannot an order be cancelled when i placed it 1 day back and when the item is not yet shipped

As per the order[protected]. Dated last week of december 2019, i had ordered a king size bed which mentioned storage in its description and on arrival it turned out to be mere open space partitioned by slabs with no storage.
So after dilly dallying for initiating a refund for 3-4 days and on repeated calls, support people finally agreed on a refund. But problems didnt end here, they said refund will only be given in the form of money...

Pepperfry sent the Damaged product which was delayed in delivery..and I am not able to connect with your Customer care, either by Phone or via App.
I finally receive call from their Feedback department. When I give her my feedback that I have received damaged product and am not able to connect with them she disconnects saying you need to call the customer care number.I won’t be able to help you

Hello

This is first time i ordered from www.pepperfry.com and i placed an order for mattress on 18th of dec and it is supposed to ship by 31st december.
I realised that i did not need the product within a day of ordering, before the order was even packed for shipping. Tried speaking to customer care to cancel but it was denied by the service agent and also by their superior, citing pepperfry policy reasons.

This is nothing but plain old extortion. It sickens me to see that such vendors are allowed to operate in the online shopping space. They claim to be fair to the merchants of the products, but they are more than willing to rob the customer. After many attempts to the merchant pepperfry team called me and said we are ready to cancel the order but on one condition stating that the whole 25000 amount will be added to pepperfry wallet with a limit of 3 years. I really dont understand how one website in india can hold the amount without having an option to refund the money back to payment source. I need help to get my money back to my payment source and not to pepperfry wallet. Is this a trick to have interest on the money holded by your wallet? Without customer wish how can one website lock the amount? Denying the request to give my money back? Making compulsory to buy something is not at all good to any company or website. One should buy anything with whole satisfaction, but pepperfry lost its customer love towards it.

I am a regular customer of pepperfry. Recently I brought a 3 seater sofa from pepperfry. The material used for the product mentioned as fabric on the description and photo also look like fabric. Unfortunately the product which is delivered to me is made up of leatherette. The quality of the product is not worth for 17000. I raised multiple return request on portal and all got closed without discussion with me. At last today I got change to talk to Gayathri and she confirmed that the product is delivered as per standard and she was not ready to help me to escalate to higher management. Fabric and leatherette are two different material and which is evident from The pictures I attached to it.

Today 7 days got over post delivery and I couldnt raised the return request again to escalate this to higher management. Hence I am writing directly to you to get a resolution for the same. Hope you can understand my concern and do the needful.

Order Id:No:[protected]