[Resolved]  Pepperfry — Product delivered in different colour, pepperfry refusing refund/return- Violation of policy

I ordered 2 products, both have come in a different colour. I had viewed their terms and conditions before buying the products and their terms state that incase the product colour is different from that in the image, I will be able to return the product within 7 days.

In the case of product 1- (SET OF 2 CHAIRS)
The backrest of the chairs has tile work on it, the tiles are of an absolutely different colour and pattern. I have been trying to contact them for the past 4 days but every time I call the helpline, an automated system says that I will receive a call back within 15 mins, I either don’t receive any call back or the call is disconnected as soon as I express my issue. The return policy is valid only for 7 days and I am unable to reach them despite of my best efforts, this gives a sense that they are trying to while away time so that the 7 day period is over and I cannot claim a refund/return.

In the case of Product 2- (TABLE)
When the pepper fry representatives came for delivery, an inspection person had also come to verify the condition of the product. He agreed that the colour was completely different and initiated the process for a return/refund. I received an email stating that I will be refunded the full amount for the product. Soon after (within 1 hour) the delivery boys/inspection person came back with the product and said that they cannot do nothing about it as the company that manufactures the product had denied any colour variation. Hence my refund has been cancelled even though I had received a confirmation mail for the refund. On calling the pepper fry helpline I was told that the product is not eligible for refund, the reasoning they gave was that firstly the manufacturer has the last say in it. Secondly, in their product description they have mentioned "Natural" colour which means it is this colour. I told them that firstly natural is subjective, what may be natural colour to one may not be natural colour to another person. And secondly as per their policy, their image on the website (dimension, shape, colour) should match the product otherwise it is eligible for return/refund. They conveniently said that, that is applicable only for items such as bedsheets, and not furniture. Where as this is not mentioned anywhere in their terms and conditions. I spoke to 3 different representatives of pepperfry and all 3 accepted that its the wrong product due to colour difference but they cannot do anything as the company does not allow them do make a decision on it (I have voice/video recording of them admitting to this). In fact the first time when the inspection person saw the table and compared it to the image I ordered, he said and I quote “yeh toh white hai, appne toh brown order kiya tha”. Pepperfry employees are extremely arrogant, while conversing with one of the employees, I told her that they cannot just get away with this and even though the wrong product us delivered I am being forced to settle with it. She actually had the audacity to respond saying, that I can raise this matter in any court, I am not going to get my money back. If I want to keep the product, I may or else I can throw the product but this is the final product they have for me and they will not cater to any refund/return requests.