Be at the mercy of agents not service portals. Review on Pepperfry

Wonder how these folks can be successful with such pathetic service and arrogant attitudes. On 12th of August I placed on order for a Bed which later we realised will be delivered much later than we needed and we had ordered the wrong item(Metal when we wanted wood). So called the call center to cancel the order. "No you cant cancel" "No you will not get a refund" "No I cant escallate" " No we cant resolve this" You have to wait for delivery to cancel. These were answers I got 2 days after I ordered. Upon much pleading I was told it is policy that one cannot cancel the order after 2 days even if the item is not even shipped! Fast forward on 2nd September Sunday morning, the delivery happens. Upon unpacking we find the item is substandard in quality. The metal sheet used will bend only with the weight of the mattress!.Now I immediately request for cancellation and return. The delivery person agrees to take it back. But then I get a call from the call center(022-61576157) Why do you want to return? I let the person know the reason - Sub standard quality being the main, doesn't match the quality expected for the money paid. "You cannot cancel" " we will not accept return" " No we cannot do anything" " No I cannot escalate" "No I will not initiate refund" - Except saying "go to hell" the person said everything else. Finally I did not take delivery and returned the item. Since then for the past 3 days I have been trying to get in touch with these folks on phone - not accessible.emails has only one response - "our standard policy and product is up to the mark - rest assured!" Rest assured with what loss of Rs. 20000/- and nothing to show. I even gave an option that I dont want a refund and willing to buy something else for the same amount. But there has been response to this offer. NOW I AM STUCK WITH NOTHING HAVING SPENT 20000/- MORE THAN 3 WEEKS AGO. ORDER NO. 304420513 WHICH IS SHOWING INVALID ON THE PHONE APPLICATION. Trying the numbers 022-61576157, 022-61417393, 022-61417379 & 022-65458595 for the past 3 days.  Avoid these guys at all costs