I brought a High Back Revolving and reclining Office Chair from Pepperfry for my home office desk, spending almost Rs 8000 on it .This was delivered on 24th November 2022. A person was assigned from their side who came to deliver, as well as installed the product, which is basically fixing the rod of the top half into the bottom half of the chair. Pepperfry claim that they assign carpenters but he seemed like the delivery person and I do not know for sure if he was a carpenter or not. After installation he sat on the chair and told me it was fine. I asked him if it was stable and all he said was yes of course it was. Within a week the chair got a little tilted to the right back but I did not complaint because it was still fine to sit on and it didn't bother me.
On March 12th, the chair broke and toppled backwards while I was sitting on it. There was a chest of drawers behind it so it toppled as far as that and on realising that it was falling back I put my weight forward to save me from the fall. A family member who was present nearby came running to hold the chai and pull me up. Thankfully, I don't have the habit of sitting in a reclined position backwards, and that saved me from the fall and cracking my head wide open. It could have seriously lead to a head injury otherwise.
After this I went to the website to Raise a complaint. This product has warranty on it, mentioned on the site. I wrote down the complaint, attached pictures and tried to submit my complaint. But guess what the submit button does not work. On clicking it even multiple times nothing happened. I was not directed to any other page.
Then I raised a request for a call back. I got the call back and I was asked to send a mail with the complaint, mentioning the issue. I did that. They told me they will send a carpenter to check.
The carpenter came on March 14th and checked the chair in front o[censored]s. He told me specifically "maam the chair is broken and cannot be repaired, so I will have to report an unrepairable damage from my side." I asked him "then it will get replaced no? " he said he didn't know anything else. He talked to his senior on a call infront of me using only the word "unrepairable damage" but nothing other than that.
Today is 15 th march I get a call from the pepperfry customer service. The guy tells me that the carpenter has given a feedback saying its a "USAGE DAMAGE" so nothing can be done about it and the complaint will be closed here! But the carpenter did not mention this word. Pepperfry refuses to share the feedback they got from the carpenter transparently.
1) A chair, that too a heavy office chair like this is not something people throw around or play with, it is used for SITTING . You will use a chair and not keep it on display on a shelf top! They cannot just shrug off their responsibility by saying "USAGE DAMAGE " .
2) The carpenter never used this word "user damage", he said "irrepairable damage" . They have refused to share any proof of feedback from the carpenter saying its against their policy. Where is the proof that the carpenter has shared this feedback and pepperfry is not making this up to shrug of their responsibility.
3) How do they know this is an usage damage just by looking at it? Why has it broken within four monthhs of buying it!
4) why can I see 100's of other peppperfry consumers with the same complaints that Pepperfry is selling them faulty products and when it is breaking within a few months they refuse to help or take any responsibility for it!!
No refund, no replacement, no repair service, nothing is being given.They have closed the complaint. I checked social media and there are hundreds of more customers like me who are being sold bad quality products that is breaking within months and pepperfry is just blaming the customer for it and not doing anything about it! I have spent Rs8000 on this product .Please HELP
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