Pepperfry — Poor quality and unfriendly return/cancellation policy

Address:	560068
Website:	www.pepperfry.com

Despite repeated assurance in the website about the multiple stages of quality checks, the item delivered (Floral theme kids bunk bed sku: fn1381636-p-wh11930) was of dismal quality with paint swelling and rust in the metal parts. To top it off the item came without ladder making it practically useless.

Pepperfry return/cancellation policy is also horrible, an item once ordered cannot be cancelled or replaced at any cost except in case of a faulty product which is poor compared to other similar online sellers. I was trying to cancel the order the next day of placing it and the product was not even shipped at that point. Customer service was not of any help as they kept repeating the script about policy that prevents cancellation and return. The cancellation/return/refund policy is written at a not so obvious place, so customers be careful to read the return and replacement policy before taking the plunge.

Another grouse is the lack of quality information about the product in the website, almost all products in the same category has generic product description. You are left to guess the product details and features from the images provided. So if you want to know specific details about a particular product, there is no way but to contact customer support via phone or email, which again yields mixed response. I called twice, both agents provided conflicting information and then i wrote an email to which i got two followup calls stating they are gathering requested information from the seller and a final call about 5 days later with accurate information.

About the installation process, pepperfry allocated only a single person to assemble an item as big as a bunk bed! He was struggling and finally i had to assign my labourers to help hold the parts. He also made multiple calls to some backend team, but they were unyielding and he had to finish the installation all alone.

On the positive side, reaching the customer support is fairly quick and delivery timeliness is also upto mark. Carpenter came for installation the next day of delivery which is another positive. Eventually i returned the product (Which was possible only because i could prove the product was bad quality and ladder missing), the same carpenter came back for dismantling the product and another group came to pick the item back on the same day. Overall the return and refund process went smoothly without any hassles. Reliability can only be commented upon after extended period o[censored]sage.