My online shopping experience was going so good that I forgot why people hesitate buying online. My latest endeavor to purchase a waste bin ended this winning streak.
I was looking for a small waste bin to put near my office desk. I found a nice small 10 liters waste bin from Rotho sold on Pepperfry for Rs. 795.
I ordered the Twist Swing Bin 10 Ltrs (Grey Lid) SKU HC1054575-P-OD1886 Order ID 300196810 on December 1. The product was dispatched on December 3 from Gati. I received the nicely packaged item on December 6.
The quality of the product was fine except the lid which is the most visible part of a bin. It had ugly looking press marks from the mould. It was nowhere near to what was shown on the website.
Here is what I saw on the website and what I got from them:
To me it looks like a case of over enthusiastic employee photoshopping the defects of an item. I am not sure if this was intentional because that would amount to fraud/cheating.
It seems that Pepperfry has removed the product or I was the lucky one to buy the last piece because now the product is showing “Out of Stock”.
They have a return policy where you need to put the item in its original packing and send back to them by courier. I was no mood to go through this hassle as it was not a document but voluminous item.
I gave them a chance in case they might go out of the way to rectify their mistake. I emailed the Pepperfry support with the images and explained the issue.
They replied in a day with standard response that they were sorry to hear that the item needs to be returned. They attached the declaration from and the procedure to return the item despite I had clearly mentioned in my email that I will not go through any hassle for their mistake.
In all the emails we exchanged they were prompt to reply, courteous and having no clue what I was talking about. The conversation ended with the following reply from Lord Pepperfry:
“We apologize for any inconvenience caused. We would like to avoid this instance to assist you efficiently in the future.” which literally means do whatever you want, we don’t care.
I would have pursued this case further as they are misrepresenting the products to sell but we all have priorities and I thought a review was fair enough action from my side.
I have only two issues with them
- They should not misrepresent the quality of a product. If the item was selling at cheaper price I would have lowered my expectation despite such a nice product image shown on the website but they are selling a 10 liter bin for Rs 795 which is a good amount.
- The way customer support handled the issue. We all make mistake but it is how we handle that matters. They behaved irresponsibly and indifferent to the situation.