Pepperfry — Non delivery of 3 seater sofa for 2 months since we placed order and made payment

Address:

801-802, 8th Floor, Tower B, 247 Business Park,. LBS Marg, Vikroli (West) Mumbai- 400083.

My wife and I ordered for a 3 seater sofa from Pepperfry on 26th Sep for INR 17, 000 with a promised delivery date of 18th October. The sofa was not delivered and neither was there any update on the app. Since then we have been trying to get updates from Pepperfry, but we rarely get any response from the customer service team.

We were told there was an issue with the quality check, which as per the update on the app has been resolved long back. Post multiple follow ups, we received an update stating that the sofa would be delivered on October 27th. Again, no sofa was delivered. We subsequently received another update stating that we will receive the sofa on 1st November. Again, the sofa was not delivered. We have made multiple calls to the customer support number since then and no one has called back since.

We now received an email that the sofa will be delivered on 24th November, stating that it has been rescheduled as per our request, when we had not asked for it to be rescheduled. We do not understand the reason for this ridiculous delay - especially considering that the merchant, warehouse and we are all in Bangalore.

None of the people we have interacted with have been helpful and keep telling us that we will received an update in 24-48 hrs, but it never happens.

We had returned our rental sofa on 28th October thinking the new sofa will come by then. We have now been without a sofa for close to a month and are not able to see any resolution in sight.

We have already waited for a long time now and would prefer to have the sofa delivered to us in the next 7 days, as going for a refund would delay the receipt of a new sofa for us even further. However, if Pepperfry is still not able to address our issue, then we would like a full refund and a suitable compensation for the time we have been without a sofa at home.