[Resolved]  Pepperfry — Envy 4 seater dining table of neelkamal

I have a few grievances with the customer service provided by pepperfry.

Background-

One leg of solid wood chair is ruptured only while sitting (normal expected use). It has been only 6 months from purchase.

1. Wood quality - I had asked multiple times while buying the product what is the wood quality. Pepperfry always had only one answer - Solid wood. Never it was mentioned that the legs pf chair were rubber wood. I would have never bought the product. I have no written proof of this, sorry but thats a fact.

2. Lying carpenter - The carpenter when visited clearly mentioned that it was an error while joining the parts. He said that this particular part would be replaced. Now he is updating pepperfry that it was a breakage due to usage.

3. Lets just say this was grossly because o[censored]sage (which it cannot be), the wood ruptured within 6 months. How can a wood rupture with normal use in just 6 months? Hint - Inferior quality.

4. Incompetent customer service - A normal carpenter/furniture dealer can fix a furniture. I have received 2 suggestions from pepperfey executives - get it fixed from Urban Company and it is not repairable.. Both of the solutions are neither expected nor acceptable from a PAN india furniture brand.

I got a comment that if it was a manufacturing defect, the chair would have broken in 2 months only. Why do we have 12 months warranty then? I think they are just trying to put blame on us. It is clearly mentioned 12 months warranty. I think it is a breach of contract if services are not provided to us.

5. Suppleir v/s Customer - I have a feeling that more reliance is put on supplier of the furniture than on customer. In my opinion, in longer run, this will only affect your brand. My humble suggestion to not follow this strategy as many successful brands over the world have done that.

We pay premium price to pepperfry because we expect better customer service otherwise local vendors can supply the same quality of goods or we can buy the same product directly from the manufacturer rather than buying from pepperfry. Right now it looks like pepperfry is just a seller. When it comes to defects in the product they just wish to wash their hands away from it.