Pepperfry — non refund of money for cancelled order.

Varghese Yohannan

from Delhi, Delhi

Address:

Mumbai City, Maharashtra

I have placed an order for buying metallic queen size bed at a price of rs.4999/- with pepperfry on 7/12/18 (Order no.[protected]. I have pay the entire amount upfront since there was no option to pay for this item on delivery. Within 24 hours i have decided to cancel the order. Their cancellation policy is reproduced below:
What is your cancellation policy?

We accept cancellation of confirmed orders till the end of the next day, provided the products have not been shipped yet. If you are initiating the cancellation through "my account", the amount will reflect in your pepperfry wallet within 24 working hours.

For example:

If an order has been placed today and you want to cancel it either today or tomorrow before the product is shipped, then we'll accept the cancellation.
If an order has been placed today and you want to cancel it either today or tomorrow after the product is shipped, then we will not be able to accept the cancellation.
For customers who call us, once the cancellation is processed, the amount will reflect in the original source of payment. You'll also incur a small deduction (Service fee by the payment gateway) to the tune of 1.5% on the paid value of the transaction."
This was also confirmed by the executives at pepperfry studio in kochi.
However when i have tried to cancel the order online on the very next day, i found that no provision for cancelling the order is available on line.
When i have called their customer care for cancellation the executive told me that the amount will go to my pepperfry wallet instead of credit card account. But since this is against the stated policy of http://Pepperfy.com and what is informed to me by the executive at pepperfry studio, i thought that the executive is misinformed and i will be able to get my money back even partially. To my surprise, the my mails and calls to the customer service is eliciting cliched reply. “ however, we won't be able to refund the amount in the original mode of payment as the payment is already been initiated in pepperfry wallet”. I was even prepared to take a hit of more than 1.5% to get my money back, but unable to have a meaningful communication with their office.

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Pepperfry customer support has been notified about the posted complaint.

Feb 22, 2019

Updated by Varghese Yohannan Today[protected] I have received a telephone call from the Pepperfry Office.
The executive started questioning me as if she is unable to understand the substance of the complaint. Then goes on to state that the website clearly states that there is no refund policy and proceed to read from the policy which I myself had quoted in my complaint where it states that the amount will be reflected in my “Pepperfy wallet” only, and not refund as I had claimed. I informed her that I am travelling and do not have access to the document. When she had hinted that I might have cancelled the order on line, I had stated that I could not find any option to cancel the order online and the cancellation was done through Pepperfy customer service, through telephone only. At any rate, if she feels that my complaint is unfounded, the Company can give a reply in black and white so that the people viewing the forum will get a fair idea about the situation. To this, the executive stated that there is no option for this in the website. I have asked her to give a reply in my email address which I will be posting in the forum.
Now I have received a reply by evening which is reproduced below:
“Greetings of the day!

This is regarding the concern raised to Consumer forum. Sincere apologies for the inconvenience caused to you.

As confirmed on call, I will not be able to transfer the amount from the Pepperfry wallet to the original mode of payment. This is regarding the cancellation for Bari Metallic Queen Size Bed in Black Finish by FurnitureKraft which you had ordered for and then cancelled through 'my account'. When cancelled through 'my account' the amount is transferred only to the Pepperfry wallet.

Please let me know if there is any further information required.I shall take this case towards closure.

For any further correspondence, you can reach out/ write to me. I will be available from 10:00 A.M till 8:00 P.M. “
Please note that they have stated “when cancelled through my account”, where as I have clearly stated that I have cancelled the order through their call centre.
The executive has stated that the website clearly states that the amount will not be refunded but will be returned to “pepperfy wallet” only. But anybody can see their statement in the website “For customers who call us, once the cancellation is processed, the amount will reflect in the original source of payment. You'll also incur a small deduction (service fee by the Payment Gateway) to the tune of 1.5% on the paid value of the transaction.”
While the executive says so many things on telephone, nothing is reflected in their reply.