Review of Durian 3-Seater Recliner Ordered from Pepperfry

We ordered a Durian 3-Seater Recliner, costing around ₹85,000, on May 14th, 2024, and it was delivered on May 28th, 2024. The very next day, we noticed a clicking noise on one side of the recliner. We immediately raised a concern with Pepperfry's support team and submitted a return request before the closing window period on June 3rd, 2024.

An initial ticket (EM*******158) was raised, and a carpenter visited, took a video, and confirmed there was an issue. However, without any notice, Pepperfry closed the ticket, claiming the customer was unavailable. We then raised another ticket (EM*******123) on June 12th, 2024, for the same issue, but the request is still unresolved. During our initial conversation, we were told that they were waiting for confirmation from the vendor (Durian) for the replacement/return, which had already been confirmed by the carpenter who visited. Suddenly, we were told that the head of carpentry confirmed that a clicking noise is very common among recliners and that the noise in the video is very faint, so the return request cannot be accepted.

We requested them to share this in an email or update the comments in the ticket, after which we received no response from Pepperfry—they completely ghosted us.

We deeply regret buying this recliner from Pepperfry. It is incredibly frustrating to keep sending emails about this issue and receive no solution from Pepperfry. This has been one of the worst experiences we've ever had with a platform and its support team. The lack of response and resolution is completely unacceptable

I am writing this in utter disbelief regarding peppefry's customer Service support. Please go through the entire article.

I am one of the many unfortunate customers of Peppefry.I ordered a Dining table set from pepperfry (referring to order no *******).

Please read through the entire mail. You won't regret it

I ordered the product on 14th got delivered on 25th, 2 days after it was originally scheduled. Would just like to mention here that i had to make numerous calls and customer care connects from my end just to follow up on the order. Anyway that's not the worst part about the whole 'customer experience' that peppefry has provided me.

On 27th or 28th after the Dining table got installed we decided to sit on the chair (because that is what we are supposed to do with it) and guess what. One of the legs from the chair broke in half. Which is nothing like i have ever seen.A new chair getting damaged like that. I mean how pathetic can be the quality of the products and quality checks. Now, this is also not the worst part about the whole 'experience'.

Again, not to my surprise. I had to make 100's of calls and messages to peppefry. Sending them pictures. Pleading the executives to arrange a carpenter to get it repaired or replaced.

I would like to make a special mention of Miss Afreen, who is my supposedly my case manager.l, who is utterly over burdened and has zero time to update me about anything until and unless i try to reach out.Never calls back after her commitments of getting back within 48-72 hrs.Calls me after 6-7 hrs after i give miss calls on your 'amazing customer care no' 022-675. Or whatever. She was even 'gracious' enough to blame me for breaking the chair. 'sir it looks like a usage issue from the pics you shared'(call records can be checked). I mean that's the zenith of customer satisfaction. And again. This wasn't the worst part.

Miss Afreen, my case manager, was kind enough to arrange a technician visit to check and validate my claims of it being a 'genuinely damaged and pathetic product'. Finally the Carpenter came after 3-4 days and validated my claim. He uploaded the pictures of the damaged chair on the portal in front of me and reassured me that the broken 'leg' would be replaced and you'll hear from peppefry within 72hrs.

But then again. I never 'underestimated' pepperfry's admirable customer care. No one contacted me. And again the same process started of me contacting customer care and loosing my mind over it. After 3-4 days.My case manager thought of sparing time from her busy schedule and 'ask' for updates from me. She wasn't even aware about the technician visit and the update from the technician. She unsurprisingly gave me a timeline of 72 hrs to get back to me.

And guess what guys. Its been 2 weeks since the chair got damaged.1 week since the technician vist. And I don't even recall how many hours since i have heard from my case manager.

Well that was my whole story. Which still seems to be unending.

I have never experienced such pathetic and horrible Product quality and service from any vendor. I would never recommend anyone who gets on touch with me to deal with peppefry. And as peppefry doesn't have the option to review the product. I might well post this very same review over social media platforms to let people experience the horrors i have gone through dealing with peppefry.

PS latest update from customer manager, Miss Afreen, again called me a week back and guess what asked for 3-5 days. It has already been a week to that. Also, it has been 2 months since the chair has been damaged.

The latest update: another case manager has been assigned to me and after one week asked me to get the chair replaced on my own.

Well please DON'T DEAL WITH THIS ORGANISATION EVER.

I wanted a bed, so we visited PepperFry studio at TOPSIA, KOLKATA. I have seen Star King size bed from Home town alongwith their representative SUPARNA. I ordered the same and delivery date is 16th of nov 2022. When I was trying to track the product it was shown shipped and keep tracking several times but the status still same.
So, I went to pepperfry TOPSIA STUDIO, KOLKATA. And asked them for the order delivery date. They did not have a track of storage bed and told me to wait till the date of delivery. After that one more day is gone with clueless. They advised me to call on toll free and get status and ask more time to resolve the problem. When I called to customer care they told to wait till the date of delivery and product will be delivered soon. I'm almost following up on daily basis when the due date passed.
Now started my painful follow-ups. Their resolution team manager has given a number to me and said call her "SAYANTANI" tomorrow at 6pm.
Tomorrow at 6pm, I called her and she asked for 10mins to get the details. After 10-20 mins passed, I called her and she denied and ignoring as she left the studio but she was at studio till the closing. When I called her from the backdoor and she( very arrogant representative) of studio and told me I don't bother because they have already got the money so why will they bother if anyone is suffering.
They kept harassing with system generated messages and there is no specific time slot for answering. Customer care will keep sending mail or message that they need more time because in that meantime they will do the same with others(may be). They wrote in the mail as per your request we cancelled your order and initiated for refund without knowing to the fact and closing my complaint. My last complaint can no longer find on their page so it's very clear what their intentions.
Pepperfry gives false, wrong and misleading information on their site at the time of purchase and your hard earned money is gone. Their motive is to earn profit only let the customer gets harrassed A simple return is impossible and my suggestion is to avoid Pepperfry at all cost. I warn everyone to be very careful before buying the product from specially Pepperfry TOPSIA STUDIO, KOLKATA.
After spending your hard earned money i have to again go to consumer court for complaint.

I bought a mattress from pepperfry.com. In the description, it mentioned medium-soft but the mattress is very hard.

I raised a return request and one of the executive called me and took the details and he told me he will accept the return request so I asked him about how many days it will take to refund my money he told 7 to 10 days I said ok and I asked him about how they will refund?

He didn't answer my question so I insisted him on a refund he told me only the Pepperfry wallet, then I told him no I need only to my bank as I paid from bank. He told he will call back in 24 hours. He didnt call me he mailed that they wont process return request.

Then I called again to customer care she told she will talk to her manager and let me know in 24 Hours. Again no call.

I called again to the customer care another person told me item they delivered is correct so no return. I asked her that item is correct but the its not as they mentioned in the item description, it says meaium soft and I what I received is hard. And I asked her the person whome I taklked firest he told he will accept return request. She told she will come back in 24hours again no call back.

Then again I called customer care this time she told she will aggange a call with merchent.

I received call from merchant, I explained him about in the description its mentiond medium soft but its hard he told he will come back in 48hours. Again no call

After a week I got call from custmer care then she is tell we have no warrenty for mattress. Its so funny that I am not asked for warrenty and I never used it and I raised a return request. She didnt listened to me she told she is closing the ticket.

So people dont trust pepperfry they will come up with one or another reason to cancel your request. Not at all customer friendly.

Want to give negative stars. I am a victim of its fraud. I bought a bedroom set of king size bed with wardrobe from pepperfry online mintwud furniture in june 2021. Such a horrible first experience. Within 2 months by august it was full of molds and fungus. No bed box was given inside bed, as promised on their site.
The wooden material was thin enough to break within 1 year. You cant shift it as it seems so breakable. Thin type wood both inside bed and head side and cupboard back. We thought of putting up a pylwood at the wardrobe back. It moves with one finger itself... so weak and fragile it was.
I initiated a return and refund. Then started my ordeal of harrasement.
They denied taking back even in 2 months, though covered under warranty.
Bogus Company
Bogus company with no respect to customer. False promise. Impolite customer care. No proper response from customer care if you fortunately get to a chance then you will get to know the rudeness. Compressed wood used is very fragile and you cannot push the fragile furniture. Assembly takes a week. Have to follow up every other day.

Most importantly there is no return policy. Though the site says easy return, it is just a false promise.No matter what there is no way that you can return the product.

Pepperfry is a unethical fraud ecomm site. They charge some amount for assembly and there is no option to skip this step. Even if the customer dosent need it, it is a mandatory step to donate the amount to pepperfry for their living.

Due to the pandemic people prefer online shopping of furnitures and it seems like fraud companies are looting from people.

Highly recommended NEVER to buy anything from pepperfry, if you buy you will definitely feel the heat of pepper in your pocket.
We had to dismantle it on our own. My order id is *******.
Again i say, NEVER BUY FROM #PEPPERFRY, IF YOU DONT WANT TO LOSE YOUR HARDEARNED MONEY. DONT BE ANOTHER VICTIM OF THEIR GREED FOR MONEY

The Harleston Solid Wood Writing Table in Honey Oak Finish by Amberville from Pepperfry HSR layout showroom.

Pepperfry is the WORST online store I have ever purchased from. I bought an expensive TV unit from them and asked for installation a couple of weeks after the delivery since my house was under renovation.

When the Pepperfry carpenter came for assembly, he found that 3 panels were damaged. When I called up Pepperfry, they told me that it has been more than a week since delivery so they would not be able to accept the return. I WAS NOT TOLD ABOUT THIS AT THE TIME OF DELIVERY. They sold me a damaged product and refused to accept a return. Customer care also does NOT know how to talk politely. They must have been recruited from some village and paid low wages, because they do not understand the concept of customer service.

I had no choice but to go ahead and ask the carpenter to assemble the product even though 3 panels were damaged, because I had paid a large amount. The carpenter (Mukesh Thakur) was not able to complete the assembly on Saturday, because my apartment does not allow workers beyond 6 PM. He had promised me on the phone that he would reach my house at 3 PM, but finally showed up at 5:30 PM. Horrible!

He informed me that he would come on Monday morning and complete the installation. I asked him FOUR times for confirmation and told him that I would be applying leave from work on Monday just for this and he assured me that he would come on Monday. I again called him on Sunday evening to confirm and he assured me that he would come in the morning.

Monday morning he does not show up. When I called him, he told me that he is in some other place and I have to call customer care. He did not even bother calling me. He is cheap, unprofessional and rude. Then he gave me another number to call but that person never answered the call. Thereafter, Mukesh Thakur kept cancelling my calls. These guys should be fired from their job.

5. When I called up customer care, they were not even bothered. They just told that they would take another request and there was nothing else they could do. When I explained how I was harassed by this man Mukesh Thakur, they were not even bothered. The customer care representative then started raising his voice telling me not to complain and then started shouting at me, telling me that I should not complain and that I should just wait.

I really hope this company Pepperfry shuts down. They sold me a damaged product, refused to take it back, their carpenter was cheap and unprofessional and rude, their customer care is rude and horrible and not bothered. I wasted a day of leave because of these people. I really want to go to the consumer court and file a case against Pepperfry.

DO NOT BUY FROM PEPPERFRY. You will be harassed and tortured by their customer care and their carpenters. I'm praying to God that their company shuts down, because this kind of pathetic service is not acceptable.

I had a much better experience from UrbanLadder, they are professional and customer oriented. Pepperfry is like a local road side shop with cheap products, cheap people and have no idea how to talk to customers.

BEWARE OF PEPPERFRY.

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You are now chatting with 'Jamil'
Jamil: Hello, Welcome to Pepperfry. How are you doing today?
Jamil: How may I help you today?
Venkat: Hi
Venkat: Can you make option 'Return this Item'available for order: ******* (i have got product yesterday)
Venkat: though i got product, its not enabled still
Jamil: May i know the reason?
Venkat: its not adequate
Jamil: Is the same product which you order?
Venkat: i could see some mismatch
Venkat: If you open that
Venkat: you will see
Venkat: Weight: 1.5 Kg
Venkat: but its not
Venkat: very very less
Venkat: and compact...
Jamil: Please wait for 2 to 3 minutes while I check this for you.
Venkat: inadequate
Venkat: ok
Jamil: Am sorry the size is mention on the website that is exactly you get the same product.
Venkat: What do you mean?
Jamil: Product is standard we wont be able to take the return request in this case.
Venkat: How come
Venkat: Can you give me single reason
Venkat: The mentioned details are not exactly same
Jamil: It's the same size which is mention on the website.
Venkat: Wat abt the Weight
Venkat: Do you want me to keep some 1.5 Kg Stone inside
Venkat: Yesterday i spoke to one of your representattive
Venkat: they aggreed for that
Venkat: and Quality also not that great
Jamil: Am sorry nothing can be done in this case.
Venkat: Whats the hell Man
Venkat: Can you give some proper reason
Venkat: at least people should satisfy with your products right
Venkat: See here
Jamil: Am sorry they product is the same which you order so we wont be able to take the return request.
Venkat: am clearly showing you the proof
Venkat: Man
Venkat: give me proper reason
Venkat: You claimed 1.5 Kg
Venkat: but its not
Venkat: What else you want... for considering your product
Venkat: its not my fault right
Venkat: If you feel the fault is on my side
Venkat: then fine
Venkat: i accept
Venkat: but its not
Venkat: If still you dis-agree. Leave it. I know how to handle it
Venkat: Atlest you should have provided me, what mentioned on the Site
Jamil: Sir this product is standard product am really so sorry i wont be able to take the request.
Venkat: Hey Man
Venkat: Please dont mention Sorry
Venkat: Give me one Reason
Venkat: Why there is mismatch in the given details in site and product
Jamil: Sir i wont be able to take the request as money back policy only applicable on damage product.
Venkat: You haven't delivered me the right product Sir... if it has been of 1.5 Kg i would have considered rite
Venkat: i am looking for Weight here
Venkat: Take back the Product and give me Same product with mentioned
Venkat: Weight
Venkat: no offence here
Jamil: Am sorry sir there is no possibility.
Venkat: Do you think its my mistake
Jamil: No sir that's not your mistake.
Jamil: However am sorry i wont be bale to take that return request.
Venkat: Ok. Atleast Take back the order with Free of Cost and don't cheat other people Atleast...
Venkat: Anyways its great experience with Pepperfry... i do not want to continue anymore