Defective Product and Horrible Customer Service. Review on Pepperfry

I recently had an incredibly frustrating experience with Pepperfry after purchasing a 'Claire Sheesham Wood Writing Table in Scratch Resistant Honey Oak Finish'. My experience with both the product quality and customer service has been nothing short of appalling. The product was delivered on 17th August 2024, and from the start, I noticed several issues:

1. Absence of Acrylic Scratch-Resistant Coating: The product description clearly mentioned an acrylic scratch-resistant finish, but this was entirely absent. The surface is rough, and this was the first defect I reported.

2. Uneven Tabletop: There are visible depressions on the tabletop, making it uneven and poorly finished.

3. Mismatched Drawer Finishes: One of the drawers has a completely different finish from the rest of the table, giving it a mismatched and inconsistent look.

4. White Patches on the Surface: The table has several white patches and an overall substandard finish.

After raising a complaint, a carpenter was sent to inspect the table, and he confirmed the defects, even recording a video that showed the absence of the acrylic coating and the other problems. I was initially told that a replacement would be processed, but what followed was a complete breakdown of customer service.

Over the next two weeks, I received numerous calls about delays due to issues with the merchant, only to later be informed that my replacement request had been canceled without any explanation. When I asked for a reason, the customer support representative was dismissive and stated that my request had been rejected with no further recourse.

The situation escalated when a customer service agent accused me of fabricating the issue about the missing acrylic coating—something I had raised from my very first complaint! This accusation was not only false but also highly offensive. The agent was rude, condescending, and unprofessional, ending the call without resolving any of the issues I faced.

I expected a reputable brand like Pepperfry to take responsibility for the defective product and to provide a prompt solution. Instead, I’ve encountered poor product quality, delays, dismissiveness, and an utterly unhelpful customer service experience. I strongly advise against purchasing from Pepperfry. If you value quality and expect even a basic level of customer service, it would be wise to look elsewhere.

My experience has been extremely disappointing, and I am still waiting for a satisfactory resolution to this issue.