[Resolved]  Pepperfry — Incorrect product delivered and return not accepted

We had heard a lot about pepperfry and hence, we ordered our first product (A carpet). The detail page of the product mentioned easy returns policy with no further details. It was a costly product, however, when we received the product after a long wait (10-15 days), it was nothing like a carpet. The thickness was so less and quality is so poor that it looks like a chatai mat and while we had ordered it for our living room, it cannot even be placed in bedroom or any other place in the house. We placed a return request on the order and waited for 7 days for someone to pick it up. But the product was not picked and we had to reach out to customer care who kept us hanging for 10 days without a resolution. Finally, when we consistently followed up, they declined to accept the return and issue refund on the claim that thickness was mentioned on the website and quality is "subjective" for every customer. Hence, they cannot issue refunds at all.
I fail to understand what sort of processes is this company following. Why would they give such a bad experience to first time customers? I have shopped on multiple ecommerce platforms before but this has been the worst experience so far. And if this is the policy, they should not claim "easy returns" in bold on their product pages, misleading the customers.

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