[Resolved]  Pepperfry — refund credited to pepperfry wallet instead of my account

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201303

Order id:[protected] dated: 15/02/2019, amount: rs.19474 (Galaxy entertainment cum wall tv unit in fumed oak melamine finish by spacewood)
Delivered: 8th march'2019; assembled: 9th march'2019; returned on 11th march'2019

Dear concerned,

With reference to the above mentioned order id, i was delivered a damaged/broken product. Upon raising a return request (Wr[protected], i received a call from case manager on 11th [protected]@ 11:30 am who insisted on replacement of the broken panel of the unit. I in turn informed her that the unit is of inferior quality and is easily breakable and she agreed to take my return request. She further asked whether she can refund the amount to pepperfry wallet instead of my original payment account, to which i agreed at first.

After conferring with my family members and further going through the pepperfry gallery, we decided we did not wish to purchase any product from pepperfry at the moment and by 11:59 i called back to the customer care requesting them to refund the amount back to my credit card used. The customer care lady agreed to the same and took down my request with reference number: ph[protected]. Thinking everything is in order the disassembly and reverse pick up was completed by 13th march.

On 14th march to my utter surprise the refund was credited back to the pepperfry wallet instead of my payment account. I again called the customer care on 14th march itself to resolve this issue vide ref. No. Ph[protected]. I was told that the case manager will be calling me back for the same. I received call from the case manager who had originally taken my return request and was given a completely different story all together. She informed that the return was only processed since i had agreed to refund in pepperfry wallet and that returns are not entertained by pepperfry and only repairs & replacements are done. Upon confronting her that she had never informed this to me during our conversation on 11th march and asked her to play the call recording, she said that recording is an internal part and cannot be played and that i will have to escalate the issue from the website and that customer care cannot do anything about it. She completely disregarded the request i had made the very same day to the customer care for change in refund to my account. I had even tried escalating the matter through website only to receive no response.

I kindly request the higher management at pepperfry to look into this matter. This is purely unprofessional and amounts to harassment of a customer. Kindly play all the recordings of the conversations i've had with regards to this case and you will surely notice that the case manager is not being sincere.