[Resolved]  Pepperfry — Return/Refund

I made an order from pepperfry on the 23rd of December 2021 for a 6 seater sofa set in the green colour. The sofa was delivered on January 12th 2022 and immediately i realised that it wasn’t the colour that was advertised.

The colour i ordered was a dark green (or so i thought) as it was the colour given in the product description. When the sofa was delivered, it turned out to be a very inferior and bright green colour which was nowhere close to what they had advertised.

So, within 2 minutes of the sofa being delivered, i put in a return request and was told that a team would get in touch with me.
So i waited for several days after which i got a call from one of their customer service executives who simply just said that the order could not be returned because it was the same colour and it looked different because they ‘use professional lighting and filters’ for the pictures that they upload for their products.
He continued to state that their return policy does not allow them to process the return based on it not being the same colour.

The return policy on Pepperfry clearly states in “What’s eligible for return” that “If the item delivered to you is different (in dimension, shape or colour) from the item image on our website” it would be eligible for return.

When i stated this clause to the CSE, he fumbled and said that he would have a manager give me a callback that evening. I received a call from their manager 2 days later who simply said that they cannot return the item because it was the same as was advertised in the picture.

When i was too frustrated to haggle with them i told him i was going to make a complaint in the consumer court for false advertising and cheating, he said he would have a carpenter from their warehouse come and verify if the product was different or not.

The carpenter visited 2 days later and confirmed that it was not the same colour as advertised and it would be returned and i would get a refund.
Shortly minutes after the carpenter left, I received a text message saying that the scheduled visit had failed and they would try again.
I also have a video of their carpenter saying that it was different and we would get a refund.

Since then, it has been 2 weeks and i have not received a call back or any communication from the Pepperfry team although i have tried reaching out to them on all social platforms, customer care numbers, emails, etc.

I am amazed at how deliberate and unprofessional a company like Pepperfry can be.

My order number is[protected].