Pepperfry — Bad quality, possibly counterfeit product delivered, no resolution

Address:	Gurgaon, Haryana, 122018
Website:	www.pepperfry.com

Order no.[protected]

I ordered lock&lock Cereal dispenser from pepperfry. Upon receiving the product, I realized the product label didn't seem very original as it had multiple spelling mistakes and no information on batch number, head office etc. I find it hard to believe a brand like Lock&Lock would have such an unprofessional label but I gave them the benefit of doubt, there is another problem however.

The lock&lock official website advertises this product as "100% air tight" http://www.locknlock.in/product_details.aspx?id=816

I've been using lock&lock products for years and never had any problem. But this dispenser which already looked fake is not air tight either. I tried to put small amount of water inside it and check for leakages, and surprise! Water was leaking from all lids and joints. At this point, I was certain this product was counterfeit or had a manufacturing defect because it obviously wasn't air tight when it wasn't even holding water. I contacted pepperfry for a resolution and this is how it goes:

1) I submitted the online return form with all details and photograph. I got a call next day saying I submitted an empty form(which I didn't) so obviously their site has issues. I explained to this person who called me all the issues and she was very encouraging saying they'll resolve the issue and return product.

2). I submit the complaint AGAIN through email with all the photos and details of the issues. This time again I get a call saying they need more photos of exterior which frankly didn't even make sense to me but I agreed anyways. This person again reassured me that the problem will be resolved.

3) I send the extra photos requested to them via email, and suddenly they come back to me and say, we're sorry as you'd know this is 100% genuine product and we don't refund unless it's damaged. The email was like a slap because they basically copy pasted a set response with complete disregard for my complaint that a product which is claimed as 100% air tight by the brand should not have a leakage so IT IS a manufacturing fault(assuming the product is genuine in first place).

Pepperfry is not customer friendly and this is cheating the customer, just because you have merchants supplying products doesn't mean you can supply any bad quality product to them and claim it's original .I am very disappointed and I want my money back.