| Name of Complainant | |
| Date of Complaint | June 8, 2022 |
| Name(s) of companies complained against | Pepperfry |
| Category of complaint | Home & Garden |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I ordered a product from Pepperfry on 15th May 2022, by paying the full amount online. I got a delivery date and received messages that the product will reach me before 28th May 2022.
I checked the Pepperfry links and app for tracking my order status which didn’t change in the app. I intimated to the Pepperfry customer service team that status is not being tracked and they should check internally.
They told me to wait till 28th May 2022 and be rest assured the product will be delivered. After 28th May 2022, again I called and mailed but nobody knew the order status from the Pepperfry team. They again told me to wait for 48 hrs.
The same cycle continued, again no update from the team on dates, only that order is delayed. I called numerous times, and mailed to their mail addresses but all in vain. Please also consider that I had to reiterate my whole issue again to different agents again just to hear the response that they apologise and will update in 48 hrs.
Finally, I got a new delivery date (07-06-2022) for my order. I again waited and reminded the team again before 7th June that again no one has contacted me and there is no change in the order tracking on their website and app.
No one responded to my early enquiries again. Now today is 7th June 2022, when the order should have been delivered as per the revised date from Pepperfry.
I got a mail from Pepperfry that my complaint has been closed. I again sent several emails enquiring that no order has been delivered nor anyone has intimated me for the delay again.
Now again talking to the agents, the same rhetoric of 48 hrs has been given to me. Now some escalation team tells me that my product has reached Maharashtra, which was the initial status around 15 days back and told me that they will again give me a revised delivery date within 24-48 hrs.
So, the questions now are:
1. As a customer, I want a penalty from Pepperfry’s side for these mental harassments due to their process and delays.
2. The company is promising dates which turn out to be lies not once but twice and may be in future also.
3. No one from Pepperfry has the decency to tell the customer in advance, that your order is running late. I skipped work twice to receive the orders.
4. Why does Pepperfry shares a link for order tracking when they are not going to update it. How come checking the status with onboarded merchants takes 48 hrs or more?
5. Other companies provide advance info if the order is running late, correct order tracking and quick resolutions even for meagre order amounts (in hundreds INR) but Pepperfry after taking large order value (approx 40k+ INR) is treating its customers like nothing
6. Still, no concrete answer or resolution has been provided.
So kindly provide me with a resolution and impose a penalty on Pepperfry for keeping the hard-earned money of customers with them with delays and without product delivery. I am attaching the emails and also the current status of my order as per the Pepperfry order tracking for reference. I also hope that the grievance redressal team is better than their customer service team.
Details:
ITEM NAME Amanda Corner Sofa in Dark Grey Colour by Primrose
ORDER ID 308093611
Image Uploaded by Vikash Kumar: