[Resolved]  Pepperfry — refund yet to be received for one item and two other items yet to be delivered despite payment

Address:

New Delhi, Delhi, 110060

1. We had visited the pepperfry store in kirti nagar, new delhi, in early september 2017, and selected two items, viz:-
— dvina sideboard in provincial teak finish by woodsworth priced at ~inr 17, 000/-; and
— elkhorn chest of six drawers in provincial teak finish by woodsworth proced at ~inr 21, 000/-.

2. Being ex-store, we were asked by the said store to place an order on the link that would be sent on our email id.

3. However, when we opened the link, we found that the price of one item (Dvina sideboard) had been abruptly hiked to double the original amount while the second piece (Elkhorn chest of drawers) was shown as out of stock.

4. We corresponded with m/s pepperfry on this anomaly but were given a standard reply about fluctuating prices.

5. Disappointed, we finally decided to order the mito entertainment unit by mintwud (Order placed at 11.2 am on 27 sept 2017).

6. A few hours after placing this order, we were informed that the original two items we had selected were now available at the original discounted price.

7. I immediately spoke to pepperfry's customercare, and was assured that as long as we place an order for the other two items (Worth ~ inr 39, 500/-, the order for the mito e/unit would be cancelled. Pepperfry sent two emails (27 sept; 04.27 pm and 06.45 pm) confirming cancellation of this mito e/unit order and accepting the order for the two other items.

8. The same day we visited the said pepperfry store, explained the situation to store manager shri rahul adlakha and one shri s bisht, placed an order for the said two items (Dvina and elkhorn), paid by cheque (As they said it would be ex-store b-to-b order), and importantly also asked them ensure the order for the mito e/unit was cancelled.in turn, both spoke to their concerned superiors, who affirmed to them what we had stated.

9. On 29 sept evening, i received an email from pepperfry stating that the mito e/unit has been shipped.

10. We reverted to m/s pepperfry and informed them of the interaction, calls and correspondence between me and pepperfry.

11. Then began our travail. Till date - 45 days after the first interaction and almost 25 days since the money was paid (Total inr 50, 000) (Inr 11, 000 for the mito e/unit and inr 39, 999 for the dwina and elkhorn items), neither have i got a refund nor have the other two items been delivered.

12. I have sent a number of emails detailing the situation along with all evidence to pepperfry.in return, in each case they sent a standard reply that our team will get back to you in 24-48 hrs, but to no avail.

13. I have escalated the emails to their grievance officer - again to no avail.

14. Thereafter, i have escalated it to their founder - but it is as if they just do not care. It is also as if they cannot read the emails - as on the two occasions that their rep called, he/she just did not know the details. Clearly, they had not read the emails or bothered to go into the details of the case.

15. Today, i got an email stating that they would be picking up the mito e/unit from my home. When informed that the item was cancelled and never delivered, the rep said that she would get back to us.

16.in my view, one of the following two things are happening:-
— pepperfry is so badly organised that neither the staff nor the founders really now what is happening in their company. This is a very sad state of affairs in a digitised age.
— or, the staff - and the founders - are deliberately holding on to the money, hoping to tire me out and have no intention of either refunding for one item and delivering the other two items.

Brigadier kuldip singh