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2.1

I didn’t know that Pepperfry doesn’t have a cancellation policy. Tried to cancel immediately after I placed the order since the delivery timeline was too long and the call center couldn’t give me a definite date for faster delivery.

I requested for the escalation team to call me back ASAP (yesterday itself) hoping that they’d give me the benefit of doubt - because honestly I am used to buying things online and cancellations/ returns are normally acceptable (some free/ some charged) A. They didn’t call back (because they have 24 hours callback policy) B. When I called them and managed to get through to the escalation team, they still gave the standard reply - that there is no cancellation policy. The only waiver that they could give me is if I place an order worth the cupboard that I was buying which is a problem because it’s not a small sum.

I completely understand if I had come back to them only after they’ve procured the product and tried to cancel it. But I have expressed my concern right after I placed the order... And my overall experience is that companies still give the benefit of doubt to customers and not always follow their policies in a robotic manner in case of exceptions. Pepperfry, you can continue to argue that you have a policy in place and it’s there in the terms and conditions.

But I can tell you this: You have just gained Rs. 18,000 + change, but you lost a customer. I will take the wardrobe because I have no choice. But you just lost a customer and a few potential ones.

(Not sure if it matters to you, but I just wanted you to know). PS: Delivery timelines are best placed on the PD page itself, because that’s the decision making filter for alot of customers.

Reason of review: Return, Exchange or Cancellation Policy.

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