Jun 26, 2024 04:59 PM
1296 Views
My wife purchased a three door wardrobe costing Rs. 13, 000/- from Pepperfry that was delivered on 19.04.2024. The delivery team assembled the item and left with instructions not to shift the item when loaded. Therefore, the item was not moved from the spot it was assembled on, and was used to store some of our children's clothes only.
While the item was described as having 1 year warranty, there was no branding on the item, and no warranty card was provided.
Six weeks after delivery, one of the doors spontaneously detached from its hinges. We also discovered that there was a gap between panels - this had developed over the two months because the panel was too flimsy.
My wife tried to contact customer support, but was surprised to discover there is NO customer support to deal with such issues! The only after-sales support provided is related to delivery of items.
On the Pepperfry website, my wife tried to leave a review but discovered that the window for submitting a review is one month from delivery. Since two months had lapsed, she could not post a review of the item. Standard practice is to allow for reviews to be posted any time after purchase. This way customers can leave long-term reviews and edit previously submitted reviews. Of course, this is standard practice only where companies are confident about their products and value their customers.
A quick web search revealed that we are not alone in this. There are lot of unhappy customers who are frustrated with the poor quality of items and lack of customer service.
As a first step, my wife sent an email on 13.06.2024 to the company complaining about the poor quality of the product as well as the nonexistent customer care. There was no response to her email.
After waiting a few days, my wife posted about this on social media hoping that there would be some response from Pepperfry. Two days later she was contacted by a representative of the company who had seen my wife's social media post. My wife categorically told the representative that she wanted a refund in view of the poor product quality. The representative requested my wife to send a fresh email and assured that a technician would come to inspect the item within 24 hours. My wife sent the second email on 17.06.2024. We are still awaiting a response to the email and the promised visit by a technician.
In the meantime, we have noticed that the under drawer runners have started to come off.
A quick inspection by a carpenter confirmed what we suspected - the item was of such poor quality that it cannot be repaired.
Pepperfry is a scam that sells overpriced poor quality furniture(that self-disintegrates) to unsuspecting customers. Their tagline(Happy furniture to you) should actually be 'Crappy furniture to you!'
