Contact Pepperfry Customer Service

I understand why some people post complaints here, but my own experience with Pepperfry showed me a different side. I ordered a dining table set, and while the delivery was delayed by 2- 3 days, I received regular updates through SMS and calls, which reassured me.

When it finally arrived, one of the chairs had a small crack. I immediately raised a complaint, and within a weeks time Pepperfry arranged for a replacement chair without any additional cost. The delivery team was polite, and the issue was resolved in under a week. I also noticed they credited a small wallet voucher as an apology for the inconvenience, which I thought was a nice gesture.

I was expecting a struggle based on what Id read here, but instead I found their customer service to be responsive and solution-oriented. Problems may happen, but Pepperfry really did take responsibility and fixed things quickly.

I wanted to share my recent experience with Pepperfry.com, which turned out to be deeply frustrating and disappointing.
I ordered a mattress (ProAdapt Dr. Certified 4D Sleep Tech ErgoMax 8 Inch Latex King Size) using my card to get the associated benefits.

Unfortunately, I realized the very next day that I had selected the incorrect mattress size. Since my order hadn't shipped, I immediately reached out to their customer care for correction.
Despite multiple discussions, the only solution Pepperfry provided was to cancel and rebook the order, with the catch that they would deduct a 2.5% cancellation feesimply for trying to fix a genuine mistake on a non-shipped order. As a customer who values transparency and fairness, this was disappointing, to say the least.
To make matters worse, after I followed their instructions and initiated the cancellation, I received an email from Pepperfry stating they would NOT be able to proceed with my order cancellation (despite their own advice to cancel and reorder!). The email went on with a generic explanation about their process, failing to offer any logical reason or support, and only directed me to contact them via website or chat for further help.

After much back-and-forth, my cancellation was finally acknowledged, but by then the experience had left a bitter taste.
The lack of flexibility, unclear policies, and the unnecessary penalty for a basic erroron top of the impersonal and unhelpful communicationwas extremely disappointing.

The overall attitude showed no real concern for customer satisfaction or retention.
Given this experience, my recommendation is to avoid shopping at Pepperfry if you have any other options. There are other platforms in the market that respect their customers' concerns and won't penalize you for making a simple, honest mistake.
Think twice before choosing Pepperfry it could end up costing you more than you bargained for, not just in money, but in time and peace of mind.

Pepperfry Bangalore: My Worst Experience
This has been my worst and most pathetic experience with Pepperfry. The service is terrible, and the companys overall approach is highly disappointing.
I had ordered a shoe rack that was supposed to be delivered on the promised date, but it wasnt.

There was no update or communication regarding the delay. I had to initiate contact myself, which was another challengethey mostly prefer chat over calls. On chat, I kept getting the same automated responses from different people, with no real resolution.
After 23 days, the product was finally deliveredbut it wasnt what I had ordered. I showed the delivery person a picture of the actual product I ordered, but he simply said, Weve been told to deliver this, please contact customer care.
To make things worse, Pepperfry had charged me for an assembly service, but the product came already assembledand damaged.

The plywood on the shoe rack was coming off. I raised a complaint with customer service, and they asked me to share pictures. Initially, they suggested a replacement, to which I agreed. But again, there were no updatesneither from the customer care team nor on the app (which is completely useless, by the way).
After two days, I told them I no longer wanted a replacementI wanted a return instead.

I had lost confidence in their delivery and was unsure about the product quality. They agreed, but again, I received no updates. I had to keep following up through chat and calls.
On calls, they would tell me the pickup would happen in 5 days. On chat, Id get the same automated responses with no real answers.

It was extremely difficult to connect with their customer support.
It took nearly 12 days for them to finally pick up the productafter endless calls, chats, and emails. They asked me to send emails, but never responded. Instead, I received automated replies stating that my query was resolved even though nothing had been done. At one point, they even sent emails claiming I had denied or canceled the pickup, which was completely false.
The entire process was frustrating.

Due to this delay, I couldn't even buy a replacement product. I suggested that if they couldnt pick up the product, they should at least refund me and collect the item whenever they wanted. Finally, after a long struggle, they took the product back, and I received my refund.
Even my family members have faced similar issues with Pepperfry regarding product quality, delayed delivery, and the return process. Despite that, I took the risk of orderingbut it turned out to be a big mistake.
My sincere advice: DO NOT buy anything from Pepperfry.
The service is poor, the product quality is bad, and customer support is completely unhelpful.
Instead, go for local stores or trusted online furniture platforms like Home Centre, Urban Ladder, or Maple.

I hope this review helps you make a better decision before purchasing from Pepperfry. @Pepperfry

Poor quality products, and the customer service team never understands the problem and repeatedly says the same story, just to drag the time. After delivering a poor quality product, they just drag time without accepting the return.

They have their own policies, which they don't publicly post. If we approach them, they just say that their policy is this and they cannot accept the returns.