Pathetic service... And highly dubious. Review on Pepperfry

So I bought this TV Unit from Pepperfry on 19th Oct(Order # 301668990) and they delivered it after 10 days. Due to some offer going on the website for Diwali, they were selling the same product for nearly 6000 less on the day I got my delivery. so I planned to return the product and place a fresh order(Order # 3017201655) to avail the Diwali offer.

The team called me up and very smartly offered 7000 cash back to retain the product and avoid return. I accepted and cancelled the new order within 24 hours of placing the order(which entails me to a 100% money refund). That made me so happy and I was nearly planning to buy the rest of the home furniture from them. Story seems very neat so far. and now it takes an ugly turn. After a few days, when I worry about nobody responding to my email(only automated emails), I called the customer care and inquired about the cash back and order cancellation. They sweet-talked and said that this will be taken up on priority and get the issue resolved the same day, which is before 12:00 AM that midnight. I was again willing to trust, thanks to all the sweet talk.

Then 3 days gone. no response/update again. I spoke to so many guys, and every time they promise me a call back from the guy who promised me the cash back. In the meanwhile, Mr. Sanal Nair(who spoke to me and offered the cash back to retain the first order) seems absconding. He doesn't respond to emails sent to his official email ID. It has been 3 weeks and there is still no update on my cash back. And the story doesn't end here. My second order, which they confirmed to be cancelled through an SMS, was not updated or not communicated to the delivery team. That second order was also promptly shipped and they said since it got shipped already, I will be charged Rs.1000 for order cancellation. Who is responsible? Their customer care agent told me that I can get 100% money back if I cancel within 4 days. And the story continues. in Hyd, one guy calls me saying that he would deliver the product while another carpenter calls to ask if I want him to come over for product installation.

All this while I cancelled the order. And even as on today, they have not confirmed the cancellation and they have placed it on hold. which means I am still liable to pay my credit card company for the purchase that I cancelled.

Dear Pepperfry, if you cannot deliver on your promises, please do not train your agents to sweet talk and make false promises. None of them communicate with each other. What's most frustrating is that I have to explain the issue every time. from the scratch. I might as well type it out here, so that next time I speak to someone from your team, I could as well read it out from here.

Very disappointing and distrustful. I am never going to buy anything from your portal ever again!