[Resolved]  Pepperfry — Incomplete product and assembling

This Is Regarding The Subjected Order Delivered In Nov'20 and the very next Day after the carpenter assembled it i noticed that the plank supporting the storage is not attached/fixed to the cot it lies on the floor as mentioned in the pic below.

We Are Utterly Disappointed With This Product and the service quality provided by pepperfry. The product which is delivered is incomplete and will only be realised once it is assembled. After the cot was assembled by the carpenter I realised that the lower part of the cot which supports the storage is not fixed to the cot rather it is lying on the floor. When I lift the cot the plank supporting the storage lies on the floor. It also has gaps between the planks as they have used two planks to support the storage. The carpenter (Abhijeet Kheer) also agreed to it and suggested me to get it fixed from my end. I requested him to fix it however he said we did not have anything to support the plank after which he clicked pics of the cot and left.

I raised a complaint with the companies grievance redressal site expecting them to resolve my issue to the earliest. After raising a complaint with Pepperfry I was told that service manager would be visiting my place to check the product however no one turned up however got a call from the carpenter to know the issue which he already knew.

The case manager Kenish Maru called me on 23rd nov and informed me that the service manager (carpenter) was unable to reach us however I had to inform him that carpenter had already called us and after knowing the issue he told us that he will contact us soon. I had requested the company to either fix it from the carpenter or else would like to return the product however got a response from Kenish stating they can neither fix it as this would be modifying the product nor can it be returned as for returning the product it should have a manufacturing defect. I hope they understand what modification means. Also they told me that the product cannot be returned as the product is not damaged. Illogical statements were given by case manager to me. Kenish was unable to resolve the issue hence was giving vague answers. He sounded very adamant and was not ready to give any solution to the issue. He kept on saying as per the company norms he was unable to do anything though he understood what the issue is. When i asked him that I would like to speak to his supervisors he informed me that he is last point of contact and advised me to escalate it further on their website.

This is my first worst experience of buying a product from Pepperfry and will be the last one. Though the Product Is Still In Warranty don't expect any resolution from them. We are very disappointed. And It Is The Worst Product and customer service I’ve Ever experienced. After spending for 500 for the assembling i will have to hire a separate carpenter and spend more on this product. Unexpectedly worst customer service from Pepperfry.