I had placed an order for a "Paul Sideboard in Espresso Walnut Finish by Woodsworth" from Pepperfry.
Boy, what a bad experience I’m going through.
1. The order was to be shipped on 21st November 2014(i, e a month after I placed the order). This was told up-front and so I was fine.
2. I get a email on 21st that the product is delayed by 4-5 days. So, a month after I placed the order, they still needed more time - I was even ok with this.
3. No news on when order will be delivered - I kept calling them. They dont even have a tracking number as the shipment was through their "internal transport" - *==It beats my logic as to why they dont even have a toll-free number. Every time I had to call up the mumbai number costing me money!==*
4. I then get an SMS saying that order will be delivered on 2nd December. No one turns up to deliver the product! and no more communication from pepperfry
5. I call them again - They promise to call back after checking with their "backend team". but no one calls up!
6. The CS chat person now says that the order will be delivered max by 6th December! Why can’t they even give a clear date?
My obervations:
1. Very poor internal systems - CS cannot track where the package is. Their website even today(i.e 3rd Dec) says that the product will be shipped on 22nd Nov!
2. No toll-free numbers - so you pay from your pocket every time you call
3. The CS agents work only till 7PM - In this day and age, they seem be still running like a govt. company
4. No time-lines - No one knows when your package will be delivered.
Pepperfry is an excellent example of how poor systems can wreck havoc to a otherwise good website.
Hope they read this review and take some actions