[Resolved]  Pepperfry — Herald Sofa cum Bed with Storage & Mattress in Cairo Walnut & White Finish by Crystal Furnitech

Address:

Pepperfry House, Next to UHDE House, Opp. Cipla R&D Centre, Surya Nagar, LBS Road, Vikhroli (West), Mumbai - 400083, Maharashtra, India.

I had purchased a Herald Sofa cum Bed with Storage & Mattress in Cairo Walnut & White Finish by Crystal Furnitech, ORDER ID:[protected]. When the order was delivered, the delivery boy opened all the parts and was thoroughly checking them, I asked if everything was in order and he informed all parts are throughly checked for accuracy and quality before being packed and they do the same during delivery.
So imagine my surprise when their carpenter finally arrived to assemble the item, told me one part was 7 inches shorter hence he cannot assemble the item. He stated it will take 2 days for the part to arrive. As a special event was planned in the evening, I urgently called Pepper fry for assistance and a gentleman named Saral assured me he will check with their warehouse for the part and call back in two hours. When after 5 hours Saral had not called I called them back. After calling multiple times and being informed by auto messages they will call back in 15 mins, Miss Sharmeen Khan, from Resolution team called and after hearing me out, informed me it will take them SEVEN days to get the part and another 48 to 72 hours to get a carpenter to come assemble the item. This truly infuriated me and I informed Sharmeen, her colleague informed me hours ago it will take them TWO days, so why SEVEN days now? She stated she was advising me as per company guidelines. I requested for a refund and Sharmeen assured me, she will arrange to have the item picked up by end of day tomorrow (15/11/2021). And the refund will be done by end of day on 16/11/2021. I requested her to send me an email that stated the above timeline as we'd discussed and she assured she would do it.

Imagine my surprise when I got an email from Sharmeen which stated "As the next step towards resolving your concern, the above-mentioned item shall be picked up by 2-3 days". It further stated "Once the pickup is complete, we will initiate refund to your ORIGINAL SOURCE.". ( copy of the email is duly attached at the bottom of this email).

Pepperfry team proved to be unprofessional and irresponsible, who have absolutely no respect for their customers time or the problems they cause them due to their unprofessionalism.

The manner in which Sharmeen assured me one thing on our call, and stated quite differently in her email, makes me feel saddened I got myself acquainted with such insensitive and unprofessional people who take their customers for granted.

The carpenter informed me, he jist came from another customer whose bed he could not assemble, as a part was bigger. Makes me wonder, WHAT QUALITY CHECK PEPPERFRY MANAGES OF ITEMS BEFORE DISPATCHING THEM.

The manner in which Pepperfry team didn't ONCE state they would EVEN TRY to expedite the resolution process, rather were giving contrasting timelines for the same was truly pathetic and sad.

Hope I get the item removed from my house and I get my refund immediately.

Thank you

______________________

(Letter from Pepperfry)

[protected] 10AM to 7PM

Dear John Dsouza,

This communication is regarding your Service Interaction Number IR[protected] for the following purchase on Pepperfry:

ORDER ID:[protected]

ITEM NAME: Herald Sofa cum Bed with Storage & Mattress in Cairo Walnut & White Finish by Crystal Furnitech

SKU: FN1657342-S-WH36446

As the next step towards resolving your concern, the above-mentioned item shall be picked up by 2-3 days. The contact details of the pick-up supervisor shall be shared with you once the pickup is scheduled.

Once the pickup is complete, we will initiate refund to your ORIGINAL SOURCE.

For any further queries related to this purchase, please contact me on[protected]I can be reached from 10 AM to 07 PM) or write to me @ sharmeen.[protected]@pepperfry.com.

Regards,

Sharmeen Khan

Resolutions Team, Pepperfry