On 22 July 2024, Pepperfry (PF) delivered the Nicole 4 Door Wardrobe (Order Id[protected].
On 24 July 2024, assembly service by PF carpenters failed due to missing parts.
Complaint manager Ameya Jadhav was assigned to handle the case. Since an incomplete product had been delivered, I insisted on a refund based on PF's Easy Return Policy of 7-day return for incomplete products.
I submitted the Return for the product on the website and I was well within the window of 7 days to do so, but the case manager refused to listen and proceeded to arrange for the supply of the missing parts.
On 5 August 2024, after delivery of the missing parts, assembly service by PF carpenters failed for second time, again, because some other part was identified as missing.
Frustrated by this development, I complained on Twitter and the matter got escalated to Escalation manager Saibaz Khan.
When he called, I insisted to him as well that I am entitled to a refund due to incomplete product but he too refused to listen. He assured me that he would expedite the process - the missing parts would arrive by the weekend of 10-11 August and assembly would happen in the next 24 hours.
The parts finally arrived on 13 August and assembly was attempted on 16 August 2024 by PF carpenters which failed - now for the third time - because some part that the first carpenter had identified as missing had not been ordered/delivered.
Of course, I don't have the internal details so not really sure who is at fault here:
- Did the carpenter not identify the missing parts correctly?
- Were the missing parts not ordered correctly?
- Did the merchant not send the missing parts correctly?
Whatever may be the case, I have now totally run out of patience with this colossal incompetence by Pepperfry and have lost any trust and confidence that they will be able to finish this job.
I would never have been subjected to the stress and frustration that I have suffered over this month since I made this purchase, had Pepperfry done the right thing and honoured its Easy Returns Policy by refunding me for delivering an incomplete product.
I now demand that Pepperfry do just that - take back your incomplete product, give me a full refund and put me out of the misery that you have subjected me over the last month.
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