Pepperfry Complaints & Reviews

I ordered a set of pindia cream curtains from pepperfry's app.. Being a regular customer of the website i never expected to be cheated.. However i received an item which was very different to the websites image as well as my expectations.. I spoke to the customer care and despite that i have received absolutely no help or cooperation from the team, let alone anything else atleast there' should be some basic etiquette to revert to customers and hear out their problem. I am extremely unhappy with the product and just because the team does not agree with the difference i see in the product image on the website and the one i have received they refuse to take it back. I request you to look into this else i will be forced to take necessary action. Order #[protected]

I bought a furniture in pepperfry online 2 months ago. It broke in three weeks time in such a way it cannot be used forever. Mailed to the pepperfry twice. They promised to send a carpenter but no one turned up yet. Maybe it cannot be mended so they are deliberately postponing till the warranty expires. Please be honest n take away the piece n kindly refund

By mistake i placed order for a study table from pepperfry. As i wanted to change the product, i contacted your customer executive. Its just 5 minutes back i placed the order and your customer support refused to cancel it, and moreover the rude behavior of your executives, pathetic.

Order is not even picked, packed or shipped.

Order#[protected]

Bought a 3seater sofa from pepperfry and it is the worst sofa ever. The cushion is next to nothing and it's very uncomfortable. They foam density was not mentioned on the site, and we enquired specifically to check if the sofa is soft and they ensured that it was.

After delivery we realised that the sofa is hard as a bench. The customer care of pepperfry is horrible and irresponsible. The executive agreed that it was fault on their part that they did not inform us about the density but refused to do anything about it.

We went checked with the pepperfry showroom and they also ensured us about it. They are conning people by sending horrible quality furniture and they refuse to do anything about it. What kind of a company does this. We wasted our hard-earned money on trash from PEPPERFRY!!!

Despite repeated assurance in the website about the multiple stages of quality checks, the item delivered (Floral theme kids bunk bed sku: fn1381636-p-wh11930) was of dismal quality with paint swelling and rust in the metal parts. To top it off the item came without ladder making it practically useless.

Pepperfry return/cancellation policy is also horrible, an item once ordered cannot be cancelled or replaced at any cost except in case of a faulty product which is poor compared to other similar online sellers. I was trying to cancel the order the next day of placing it and the product was not even shipped at that point. Customer service was not of any help as they kept repeating the script about policy that prevents cancellation and return. The cancellation/return/refund policy is written at a not so obvious place, so customers be careful to read the return and replacement policy before taking the plunge.

Another grouse is the lack of quality information about the product in the website, almost all products in the same category has generic product description. You are left to guess the product details and features from the images provided. So if you want to know specific details about a particular product, there is no way but to contact customer support via phone or email, which again yields mixed response. I called twice, both agents provided conflicting information and then i wrote an email to which i got two followup calls stating they are gathering requested information from the seller and a final call about 5 days later with accurate information.

About the installation process, pepperfry allocated only a single person to assemble an item as big as a bunk bed! He was struggling and finally i had to assign my labourers to help hold the parts. He also made multiple calls to some backend team, but they were unyielding and he had to finish the installation all alone.

On the positive side, reaching the customer support is fairly quick and delivery timeliness is also upto mark. Carpenter came for installation the next day of delivery which is another positive. Eventually i returned the product (Which was possible only because i could prove the product was bad quality and ladder missing), the same carpenter came back for dismantling the product and another group came to pick the item back on the same day. Overall the return and refund process went smoothly without any hassles. Reliability can only be commented upon after extended period o[censored]sage.

I recently ordered a Multi-framed Wall Decor from pepperfry, after checking found the quality of the decor piece is highly poor, not worth the price at all. I decided to return given the poor quality and when tried to do so, could not find the option of return in case the quality is poor. The options given for the return are 1) incorrect/incomplete product, 2) damaged product 3) infected one and no option for poor quality which could always be the case than the other three. After contacting the customer care, the executive completely denied to return and refund as the policy doesn't do so for poor quality. While selling a product Online, return and refund are the basic options that a website has to have. This is totally insane, there is every chance that the product quality could be poor and for the same pepperfry doesn't have a policy, looks like violating the basic right of a consumer not to like a product.

Purchase : king size bed and king size mattress

Issue : mattress not fitting in the bed groove

Product description of bed clearly mentions the appropriate measurement of mattress and the suggested one was purchased from pepperfry itself.

The mattress is around 78 inches in length, while the bed groove where the mattress is supposed to fit is around 75-76 inches.

Please provide a resolution. I have also taken a video of which the link is as below. You can also speak to the carpenter who had assembled the bed.

https://drive.google.com/file/d/0BzfgnyZfXp_TNHQxZ1BlZi1VRVk/view?usp=sharing

Delivery on 9th april :
Issue raised on 10th april
Details sent and re sent on 12 april
Called up customer care again after a week - assured of a call back - no call back till date

I placed an order on 23rd april, and the delivery is scheduled between 18th and 22nd may.
Now, i called up customer care to cancle this purchase that i placed a few days back against a new purchase (Yet to order agianst cancellation of current order), but they bluntly replied that they cannot cancel the order.
Deliver is scheduled by the end of may.
And it is just a sofa for you guys.
I changed my mind to go for a change of order bz at the time of my current purchase, the stock was not available for
Florence fantasy lhs three seater sofa, and your team in bangalore studio said that this product wont be available for next 15 days.
Now as it is available, please allow me to buy the product i liked 1st.
Order no.[protected].
I need help immediately here. Pleae
Why u guys are so not customer-pro?

I purchased 6 items (3 nos of exhaust fan and 3 nos of lights) from pepper fry for a value of rs. 5244. One of the light is not matching with my interior and quality of the light also poor. I requested m/s pepper fry to return the product and refund the payment of light. I requesting every one to don't buy any product from pepper fry. They are not interested in customer satisfaction, they are interested only in there policy. They send a mail to me, same is posted below.

Hi sir/madam,

Thank you for contacting us!

With reference to your online return request of your pepperfry order #[protected]ll1455168-s-pm2461

We have a company policy where if the customer orders any product from pepperfry and receives the same product in an accurate condition then we do not take the return.

If customer does not like the product, does not like the quality of the product or if the product does not fit in your criteria unfortunately no return. The same is also mentioned on the website under policies.

Hence we are considering this case as closed.


Thanks and regards,

Karanveer singh
(Account manager)
Returns team

I ordered a wardrobe from pepperfry 3 months back and I recieved it without its lock. I registered the complaint to them many a times but yet no response from their side for the issue. The only response I get every time from them is 'your issue will be resolved within 48 hours'. I dont know when their 48 hours will complete. This is how they serve to their customers. Worst after sale service.

I placed two orders from pepperfry and those were prepaid orders, but pepperfry cancelled both orders saying the prices were revised and hence we will not be able to supply that product to you on paid price which means either pepperfry is misleading the people or some fraudulent activity is been taking place with pepperfry.

When i call customer care they say the same thing. When i asked them to write an email on the same they refused to do so.

Even they failed to respond to my email.

Waste of buying with pepperfry.

Hi, I just placed this order[protected] from Pepperfry about an hour ago.
I paid the amount by credit card.
The order hasnt even shipped yet.
I called them to cancel the order and initiate a refund.
They refused and are not helping me

Pepperfry customer care is not helping me.

The product is a Office chair .This is the link for it -

https://www.pepperfry.com/zingy-office-chair-in-white-leatherette-by-exclusive-f...⇄

Earlier also on the Indian customer care page the same complaint has been lodged by some customer. They need to change their policies.

https://www.pepperfry.com/zingy-office-chair-in-white-leatherette-by-exclusive-f...⇄

Stay away from Pepperfry!!!I got a product with a different color and fabric as compared to what was advertised on the website. When I complained the representative calls and tells me the vendor is saying the color is the same.I told them I have sent you the pictures, compare the color yourself.To which they responded saying it's supposed to be a multicolor product.now I can only laugh at myself for falling in this pepperfry trap as even their terms say the color may vary.Lesson learnt for sure, I have bought several products from other online furniture stores but never faced a quality issue.I will never buy from Pepperfry again and would highly recommend others to go patronize local furniture stores as you will get what you see or go for self manufacturing furniture stores like urban ladder because in that case they can guarantee the quality they deliver.

I wrongly placed the order with different payment method. So i like to cancel the order and then like to place through different payment option.

Pepperfry not providing any flexiblity to change the order. Once your payment in next minute you don't have any control on that. Even you report the customer service they don't hear and they are not ready to cancel.

It is kind of forcing the customer to force to receive the order because payment.

Pepperfry should change policy or someaction should be taken on their service.

Order No.[protected]

I bought an idol fountain for 12, 500. It was delivered after 15 days and there was a visible crack on the product. I gave return item on the product along with the picture of the broken product.
A customer service rep called me and said the original product on the site also has the same crack (this is lie since I zoomed as much as I can and could not find any damn thing on the product in their website after this call). I asked him whether they are selling product knowing that it is broken and he started to blabber that it is the finish of the product(well trained or too much of practical knowledge cheating other customers). Finally he said I can't do anything we wont take your order for return.

So their policy is NO RETURN AFTER PURCHASE EVEN IF THE ITEM WE SOLD IS BROKEN.

I also got an email from them. Copy pasting it below.

Thank you for contacting us!

With reference to your online return request of your Pepperfry Order #[protected] DE1556832-S-PM1573

We have a company policy where if the customer don’t like the product ordered from Pepperfry and also if it is not as expected case in such cases unfortunately we can’t take the return. Even in quality issue we do not take the return.

Hence we are considering this case as closed.

Very unfair and one sided policy. Not a win win situation. Its a win for them and loose for customer

While i was about to become a loyal customer of pepperfry i have been left with a very bad reponse from the team of pepperfry.

Just go give you a quick reference to what i am speaking about. I have first time purchased from pepperfry and wish to return two out of three products purchased reason being i am not happy with the comfort of the sofa. I am being forced to keep this product becasue pepperfry says its a policy that the product should be either damanged or incorrect. However when i visited your studio i was told about a certain comfort which is not meeting my expectation.
If your company dosnt make exceptions on policy they are only loosing potential customers

I have written to you and i hope for a positive revert. I was told by juri (mostly thats the name) on the call center that a senior person mr bilal khan will call me by the EOD today but i did not receive any call and so i write to you with some hope.

Order no[protected]

Look forward go revert.

Regards

Mahima Trivedi.

Sent from my iPhone

I bought 2-sofas from pepper fry and after a week got an SMS to say the order will be delivered on or before 25th March2017 as it has already reached the warehouse in hyderabad. But it was not delivered. When i called on 26th the customer support agent said it will be delivered on 28th March2017. I called again on 27th Mar to make sure it was planned for delivery on 28th MAr but the agent who took the call said the previous agent didnt know it was holiday on 28th so now it will be delivered on 29th Mar. When I called again on 29th Mar the new agent who took my call said the other 2-agents didnt know the process and at any cost she will make sure my order is delivered on the 30th Mar. Today when i called, another agent picks up and tells me it will be delivered on the 1st April. Each time I ask them to hand over the call to a manager but they say they are not allowed to do that and i just have to speak to them and take the BS they are talking.
This has been the worst experience and I have decided never ever again to but anything from pepperfry. Worst customer service ever. They are least bothered about the customers. When I asked for refund they said it is not possible. Cheap people. Not sure who is the CEO of such a useless and a Fraud site. I will make sure none of my family or friends ever buy anything from this useless org.

Ref:[protected]
Ordered and paid for dining set. Carpenter could not assemble it because screws and other hardware needed were not delivered with the wooden planks and metal frames. Intimated on call and mail. No response after 4 weeks and 7 to 8 customer care calls.
Each time, the call centre support (mostly a girl named Vandana) mentions some manager's name (Karanveer) who will look into this shortly. This happens on every call but no response from Pepperfry's side after the call.

How hard can it be to get spares from the vendor and deliver it to us. If the spares are not available then just let us know and take the product back a week or two is acceptable by some standards. But even after a month and more, the company does not have the decency to give a call or drop a message/mail to let us know the status of our complaint, is a shame.

The bulk o[censored]nassembled wood and frame lie at the house unattended. Hope somebody responsible at Pepperfry can 'look into this'.

I cant believe that a heavily advertised Pepperfry can stoop down to these levels. I ordered a product of Kings International from Pepperfry and the size of the product in reality was small compared to the picture which was misleading. I raised a return request on the same day and did not hear back about the pickup even after 10 days. When I contacted the helpdesk they told me that return would not be accepted unless there was a defect. This comes as a big surprise because one would least expect such a ridiculous condition in an online purchase. There was no such statement about return policy in the T&C either. When they say EASY RETURNS AND REFUNDS, the buyer would expect just that. This is daylight robbery and I do hope this complaint helps resolve the issue.

My order #[protected] was for a dining table. I have been waiting for it and I even called them on the day before the date of delivery to know about the status. They said, everything fine and we will get it next day.

On the day of delivery I got a call and they told me that, we are cancelling order as there is some problem. We will refund money.

I am very surprised. Normally anybody offers a replacement product or some other one. But here he spoke so rude and talk to me as if we are helping you and giving your money back.

I called again to see if somebody else offers a replacement product quickly, but they just say, we raised a request to refund your money. it will some in few days to your account. (not even immediate)

Pathetic people they wasted my ten days and now I caused so much in convenience. Now I need to search for it again.

I need penalty for the inconvenience they caused.