[Resolved]  Pepperfry — damaged product sent, denying refund

I ordered a coffee table set on 9 august, 2019 on pepperfry.com (Order id:[protected] which i paid for via credit card. I received the package on 27 august, 2019 at my address. Upon unpacking the product, which was done by a carpenter sent by pepperfry.com at the time of the delivery, i noticed that almost all of the wooden assembly items of the product were damaged. They had cracks and scratches on them and also appeared to have re-polished. I denied the assembly of the product and the pepperfry delivery vehicle guy and the carpenter took it back with them in the vehicle they came in, at the same time. I asked them about the return and refund process of the product and they told me it shall be done through their website only. So, on the same day i sent a return request on pepperfry.com. Also, i got a sms on my registered mobile number that the product has been successfully delivered.

But on 28 august one of my family members passed away so i wasn’t able to attend the call (Single call) of the pepperfry employee from their resolutions team and they replied to my return request via email on 29 august, 2019. So i mentioned the problem with the product to them and also sent them the images of the damaged parts (Which i clicked on my phone when the product was unpacked when it first arrived). I also told them that i can’t take any phone calls as i’ve suffered a family loss and we’ll communicate via email. It was clearly mentioned in their email that i can contact them via phone or email regarding this issue.

But the employee from their resolutions team “chaitali” completely ignored the email i sent to them and kept on sending me the same message again and again, that they tried reaching my phone number but couldn’t connect. And this all happened in the same email conversation. I explained the issue properly to them and also had a 15 minute conversation with one of their employees on their customer care number on 30 august, 2019 as the call to the number provided in the email wasn’t connecting. The customer care executive said that the issue can only be resolved by their employee that was assigned this case (Who was wasn’t available at the time of the call.)
Me and my family are grief-struck at this time and pepperfry employees are taking advantage of this and trying to force me to buy their damaged product which has been in their chandigarh warehouse since. Please help me get my money back from these fraudulent company.