Pepperfry — missing items and apathetic customer care

Address:

Mysore, Karnataka, 570026

I ordered a set of two anti-skid doormats on january 1st. (Order id:[protected]. Product was delivered on january 17th. However, only one mat of the set of two was delivered. I first sent an e-mail regarding this at the address given on their website, but received a reply saying that inbox was not being monitored and that i should submit an online form. Then i complained on their online customer complaint form, which requires submission of a photo of the product, which was done. But there was no option indicating incomplete delivery, so i chose the refund option as there was no 'other' option on their menu. I also called them subsequently to explain that i am not initiating a return or asking for refund. I only want the missing item to be sent. However, they are insisting that they cannot proceed with the complaint unless i upload photos again. There are no damages that can be captured in images. How can i upload photos of a missing product?

I want my delivery to be completed. That is, of the set of two mats, since i have received only one, i want the second mat to be sent.

Pepperfry's grievance redressal mechanism is extremely customer unfriendly. I want them to put in place better grievance redressal mechanisms.