| Name of Complainant | |
| Date of Complaint | September 8, 2020 |
| Name(s) of companies complained against | Pepperfry |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
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Hi,
This complaint is regarding order number 306184409.
I want to escalate this due to the recent response from the case manager.
Please find the history of the issue below:
- The 3 seater sofa was delivered to me in the month of June. It was in damaged condition when it was delivered. The delivery guys and the carpenter also had inspection and accepted the damage. I have immediately called the customer care while the delivery guys were present at home and customer care agreed to take up the return. The photos were also submitted.
- Later I received the call from the customer care/case manager and they said that the sofa will be repaired. I asked them for a new replacement, but they insisted on repairing the sofa and assured me that it will look like new and if in case I am not satisfied with the repair, I can return the sofa. I still insisted for the new sofa as I can see the availability of a new sofa, but still I was left out with the only option of repair only. I accepted with the point which they assured me as “If the repair is not satisfying or doesn’t match up the look of the new sofa, it can be returned.
- The repaired sofa was scheduled for delivery this week (delay was due to COVID situation). The repair work was not matching the actual product, it was evidently seen that it has been repaired. So I called up the customer care and said that the repair work was not matching the actual product. The customer care accepted the return of the product and said it will be inspected in the warehouse and the feedback will be provided.
- I received a call from a case manager on Saturday (5th september). He claimed that, from the warehouse they have inspected the sofa and it is as new. It was a rude conversion saying the product cannot be returned and I have to take back the sofa as it is reworked. I was totally shocked to hear the response.
I have ordered for a new sofa and in the first place I have received a damaged product. Instead of giving a replacement on the product, I have been provided with a repaired product. Even the repaired product was not done properly and not in par with the new product quality. Now I am being forced by the case manager to take back the sofa and he mentioned that no return/refund can also be initiated.
This is not a customer service I expect from pepper fry, being a reputed company. I have ordered multiple products in pepper fry, this is the worst experience.
I demand a replacement of a new product from pepper fry or refund of the money. I cannot compromise on quality and accept a poorly repaired product.
I want this case to be handled by the superior rather than going back again to the case manager who had spoken to me on Saturday morning.
If I am still being forced to take back the sofa. I demand a visit to the warehouse and I can prove the difference between the new and the repaired one. It can be evidently spotted.
I have paid for a new product and I demand a new product.
EM-060920-0119 is my case reference number raised on 6th September.
I again got the call from the same case manager, who again was rude in explaining. Not even willing to listen to the actual issue.
I was given with a damaged product and what you expect from the customer was the question raised to case manager. The response was I can claim warranty and it will be reworked and given. Being ordering a new sofa, how can a customer expect a reworked product, that too not matching the actual product.
Is this the way it works in pepper fry. Is it so easy to send a damaged product and then ask the customer to keep the same irrespective of the quality that is being provided?
The case manager was not ready to listen to the customer and respond patiently.
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