[Resolved] Pepperfry — refund processed against order without consent of customer

Nielkhawsiem Gangte

from Visakhapatnam, Andhra Pradesh

Address:	530018
Website:	www.pepperfry.com

I had ordered item id no. Fn1654817-s-pm4137 viz. Princess bunk bed in pink & white finish on 19.12.2017. The schedule date of delivery was given as before 12.01.2018. However, after much delay, contacted customer care on 17.01.2018 (Ref. No.[protected]) who assured to deliver as soon as possible. Subsequently when contacted again on 20.01.2018, they offered to refund due to damage of item, to which i dis-agreed and requested to arrange for replacement and delivery of item at the earliest. Informatively, i had made payment of rs.30, 840/- through credit card with emi for 3 months and the 1st installment has been billed on me. I do not accept the refund as i had already been billed with emi and had to pay interest component due to pepperfry arbitrarily processed to refund after a gap of more than a month from date of payment made by me. I request pepperfry to revoke for refund and arrange to deliver the item already paid. Otherwise, i request pepperfry for refund of rs.45, 000/- towards inconvenience caused to me due to non-delivery of item and cost incurred towards interest on emi to my credit card banker.

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Mar 9, 2018

Complaint marked as Resolved

The Company called up and offered to compensate me the additional cost of item if I ordered again and confirmed the same by email. As per the assurance given to me, I placed order for the same item again and informed personally by phone to the Company to ensure delivery of the item and to re-imburse the additional cost. However, my order was cancelled again and refund processed without any notice. I called up the Company again to find out the reason, to which I was informed that due to their internal issue, they have processed to remove their supplier and apologised. That's it...so I resolved my self not to get trap again and closed the issue within myself, not by the company!!

Pepperfry customer support has been notified about the posted complaint.

Verified Support

Feb 07, 2018

Pepperfry Customer Care's response Hi Mr. Nielkhawsiem Gangte,

Greetings of the day.

At Pepperfry, we do not intend to upset our customers at any given moment. This maybe a one off case, wherein the product being shipped with such enormities. Having said that, we would positively work on it, so that such instances are not repeated in near future. Also we would pass on the feedback to relevant departments, to safeguard on customer excellence parameters.

Thank you for taking the time to speak with me today and bringing this to our attention. As discussed, you have received the refund for this order and we would be closing on this now. With that being said, we currently have the product in stock and it has been priced at 32900. However, the difference amount culminates to 2060, which we would refund post the fresh order is delivered.

Once your fresh order is placed, you can directly connect with me on the number mentioned below or reply to this trail and update. I would personally keep a tab on it and ensure that the difference amount is refunded.

Thank you for your understanding. We look forward to seeing you soon.

Regards,
Team Pepperfry.com

Mar 09, 2018

Updated by Nielkhawsiem Gangte Sir,
As per above assurance, I have placed order once again on 07.02.2018 but the same had been cancelled again by Pepperfry and processed for refund. Copy of my second order is attached for ready reference. I strongly feel that Pepperfry should first got home work done before offering false promises to its customers.