Name of Complainant	Srishti
Date of Complaint	May 26, 2019
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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I placed an order on Pepperfry for a Takeo Single Bed in Walnut Finish by Mintwud on 23rd April. The product was in QC and packaging for 10 days from 25th April – 5th May, when I asked why the product hasn’t been shipped yet. A wrong item was shipped on 5th May and delivered on 9th May. I didn’t immediately realize that the product was wrong as I didn’t check the item name written on the packaging. Three days later on 12th May the carpenter comes and tells me that I’ve received a wrong product.

I call the customer care and mention that I’d like to return the product in exchange for my correct product. The customer care operator tells me the procedure to follow to return the product and I do the same. I call them again a few days later, 16th May to discuss about the status of my product as I haven’t received any details regarding the status of the exchange.

The operator tells me that they’ve contacted the warehouse in Mumbai and put my request on priority and to expect that the correct product will be delivered in 10 days. I didn’t receive any other details confirming the same. I call them again on 19th May and I am told the same thing again.

The operator mentions that they currently do not have the capability to track a product in cases similar to mine but assures me that I’ll receive the product by 25th May, I mentioned the date multiple times while asking for confirmation and she agreed with it whenever mentioned.

On 25th May, I call them again in the morning around 10 asking about the status of the product’s shipment and expected delivery date/time. The operator tells me that the product hasn’t been shipped yet and he will be raising a request for the same. I ask about the ETA for the product and he mentions he doesn’t have that kind of information and that a supervisor, Gayatri will contact me with the information.

I receive a call from Gayatri within the next hour or so and she tells me that the product can’t be delivered and I told her that IDK what happened within as hour to change the status from about to be shipped to can’t be delivered. She says she can’t help it and that the wrong product will be picked up in the next 24hrs and I’ll receive my refund.

I was obviously upset and explained the entire scenario plus the issue I faced with an earlier order placed in March and she says she can’t talk to me since I’m not using professional language, so I guess it is completely okay for the customer care to be rude and dismissive with the customer’s queries but the moment I lost my cool she won’t talk to me.

I saw that the product is out of stock on their website I called the customer care again to ask when the product will be available or how can I order it again if it isn’t available on the site and ask for a call with a supervisor that isn’t Gayatri. The operator tells me that they’ve raised a request and someone will be in touch within the next 24hrs.

I’ve faced a similar issue with Pepperfry where someone was going to reach out to me within the next 24hrs and it didn’t happen. So I called again to get the meeting set up on priority basis, because I know that they can reach out to you within the hour as noticed with Gayatri they just don’t sometimes. I again explain the situation to the customer care operator and mention that I’d like the product to be exchanged ASAP when the operator tells me that they don’t have an exchange policy.

Why was I kept on hook for around 15 days if they didn’t have an exchange policy is beyond me. The operator mentions that someone will be in touch with me before 7:00 PM of 25th May and no one has called me since then.

My question is why was I deceived into believing that Pepperfry will deliver the correct product and then collect the incorrect one if they don’t have any such policies? And what can I do about it?

Since I wasted almost 2 weeks worth of time waiting for them to deliver a product that they aren’t capable of delivering? I believe that the product was still in stock when I raised the first complaint or for a short while afterwards and I could’ve ordered it then instead of waiting for so long and then going through the same process?

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