Update Apr 15’ 2015
I used the service once again as I had a little money to burn:P. Ordered again. The product was delivered before time and in a very good packing. But the original issues still remain probably.
I have been an avid online shopper, but mostly sticking to well-known sites so far(Amazon/Flipkart). However looking at the ads and offers from pepperfry, it tried to venture outside my comfort zone.
Product: I had ordered Halonix 15W Super Saver 2U Shaped CFL
Offers: The offers which I saw on the site were generally good so I decided to use one, 100 off on 150 and above.
Site Navigation: Site Navigation was good. Categories were good and neatly stacked. Easy to drill down to item of interest.
Check-out: This was where I hit my first hurdle. Every time after adding my address and checking mode of option, it would return to cart, without actually processing the payment. Tried 4-5 with different payment modes(CC/DC/mobikwik) an same result. Left the cart as it is as retired after 30 minutes or so and it worked.
Shipping: Shipping was fast with gojavas. No issues there
Packaging: Packaging was decent with the CFL bog wrapped in bubblewrap and whole thing put in a cardboard box. However the box was just a little to big the wrapped bubblewrap and the it was free to move inside(prone to shock)
Product: Unfortunately for me and pepperfry, the product did not work, there was metallic sound of broken pieces coming from the base of the light.
Return Experience:
Saturday: I tried to contact customer care. The invoice mentioned that CC is 16*7, heck I was not able to reach them on Saturday at 7 P.M. I raised a return request soon after checking the state. First of all the the return request required a photo. Why? I my case the product was fine from outside. anyways. The mail mentioned that someone will get back to my in 24 hours.
Sunday: Didn’t even try on Sunday.
Monday: Didn’t get any revert by Monday morning, so tried contact customer care on chat. A message simply said - "Customer care is not available right now". Forgot about it on the day and continued with my work.
Tuesday: Was able to get the agent on chat thrice. However all three times the agent disappeared after asking for order number. I am not sure if it was intentional or some network issue at their end, but it was definitely not at my end. And that prompted me to write this review.
Hope it helps(saves) you.
Updated
Tuesday: Was contacted my Pepperfry team multiple times regarding the issue. They wanted the photograph again, on e-mail, despite it being attached in the refund request. Anyways mailed it.
Wednesday: Got information that return has been process and money was credited to account the next day. Was additionally mailed a 25% off code.
Suggestions for the pepperfry team.
Please mention honest timelines in all communication: Site/invoice/email mentioned 16*7 customer care and 24-hour deadline for revert on refund request. Both of these did not happen. I am also a working professional and would have understood if you mentioned 9-6 5 days a week or something like that.
Upgrade chat software: Preferably get a toll-free number. However in any case, like I mentioned that that customer care on chat got "lost" for a long time thrice. So do update your chat software/platform to show if the connectivity was lost, (either at your end or customer’s) or if the person is still there.