Pepperfry Complaints & Reviews

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]

I have purchased a product in pepperfry and initiated return, as there is difference in colour shade between the display image available in app and the actual product. However, return request is denied twice with some lame explanation.

In the name of return policy, they rob customer's money in a professional way. I recommend people to refrain from shopping in pepperfry and shop in only standard shopping sites like amazon where the customer care service is good.

Order id[protected]kd1779656-s-pm20785.

I ordered a futon and a shoe cabinet (Order No.[protected].
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.

I purchased a kids study table worth rs 21, 000 on 3 nov and paid in advance.

It was written it will be delivered in 4 days and i did not receive the product till 18-dec. Till date i have called multiple times pepper fry call center, raised multiple complaints, called the call center many times but to no update whatsoever and today they asked me to give account details for refund. Complaint # e[protected] for pepperfry purchase order #:[protected]fn1710883-s-pm25323.

I want refund along with interest from pepperfry and also want to know what kind of action will be taken against the manufacturer bubblegum for such inappropriate way of dealing with customer. It makes me feel pepperfry business is to earn interest on money collected from customers in such a manner.

I am tired of calling the customer care and i keep getting assurance that i’ll get it today. I even spoke to the floor manager on 13 dec, who assured i will get it by today.

The delivery guy is not picking up my call and answers rudely as well. His name is vignesh and his mobile number is [protected]. I even reached out to his manager mahesh - +[protected].

It is frustrating that i have to be the one to follow up as it is not my job. I will ensure i never recommend pepperfry to anyone i know, and at this rate you are going to lose out on good customers.

This is highly insulting, please initiate my refund, as you are not able to ensure my order is delivered on time either.

So, please initiate my refund.
Even a person name sonu. G who was assigned my case, failed to ensure i got my order. Not sure why is she was assigned my case, if she couldn’t ensure i got my order on time. I hope she knows her jobs and at least initiates my refund

Pepperfry is the worst

I have mistakenly ordered a XXL bean bag instead of XXL bean bag. Immediately after placing the order i realised it and called the customer care and asked them to cancel the customer care person told me that it cannot be cancelled once the order is placed. He asked me to return the product after delivery.
Product was delivered and i initiated return request. Then they called me from customer care and that person said it cannot be returned as there is no fault with the product..
i accepted the product only just because the customer care person said it can be returned after delivery only.. What is this.. it is just waste of money for me now

I had ordered an Orion sofa cum bed ( order number:[protected] from pepperfry.com worth 26000 INR and received it in damaged condition. Product is broken and of extremely poor quality. I complained about the same for several times but it is not yet resolved. Everytime I call them and they send a carpet after 2 3 days to check the product. Carpenter reports pepperfry that after applying some wax and other stuff the crack won’t be visible. I conveyed same to pepperfry asking if I have paid for new and good quality product why are you fixing the product with wax and forcing me to keep it saying it does not come under their T&C. I have raised the complaint for 4 times and it is getting delayed every time. Also each time pepperfry resolves the complaint without even notifying the decision. Please help to resolve this issue.

I placed an order with pepperfry on oct 29 2019. I placed a return return request by calling their customer care as the product did not meet requirements. The refund amount was credited to the pepperfry wallet instead of the payment source. Post that i placed another order which partially used the pepperfry wallet. Now when i ask pepperfry to return the remaining amount to the payment source, they are saying it cannot be transferred. Now my money is stuck with pepperfry.

Here is the response i received from pepperfry when i reached out their customer care.

"we wish to inform you that as you have used part refund from wallet to place the order#[protected] we cannot transfer the refund credits from the pepperfry wallet to your bank account."

I am expecting the money to be transferred back to my account than keeping in the pepperfry wallet.

I purchased a bed from pepperfry and the bed broke while we were sitting on it. When we complained to pepperfry, they mentioned that the product will not be repaired nor is it returnable since it is broken. They said that breakage is not covered under warranty, where as the warranty details only states its not applicable to cuts or scratches, or damage caused by impacts or accidents (Screenshot attached). The pepperfry official refused to help us in any manner even to get it repaired. Its natural for any company to atleast send a carpenter to repair and fix the items in warranty. Pepperfry is bullying me this way. They are extremely rude too while talking. I spent really heard earned money on this. It is all wasted.

Ordered a bed which was received after 1 month, delivery guys refused to deliver product, even on weekend, after many efforts agreed to deliver at 10 am on monday but wasted whole day and came at 7:30 pm only to deliver a damaged product. They have no respect for the customers time, effort or money. Customer care is clueless and doesn’t care. No grievance redressal received on any issue. After making me wait for more than a month they have neither refunded my money, or agreed to replace the bed and are trying to defraud me, having wasted so much of time, effort & money i still dont have a bed to sleep on. What more their carpenter who came to assemble on realizing that product is damaged did not assemble, left the whole room in a mess and pepperfry is not doing anything about the harrasment and mental & physical problem i have to face because they just don’t care what is the customer experience once they get their money.