I had ordered some furniture from the website and the order was cancelled from their end, stating that the vendor was unable to manufacture the product. Cust care informed me about payment refund procedure and also offered to send me a free complimentary gift of my choice worth the amount of cancelled order. I chose an artifact which was delivered in broken condition. Might have broken down during shipment. when informed cust care abt the same they offered to send another gift worth same amount. This time an executive personally hand-delivered it within 2 working days with an apology note. This was completely unexpected.
Considering the fact that its a new website, recently launched in Jan and the kind of goods they deal into, its a bit complicated process than running an online book/electronic gadget store. Artifacts can be brittle and they can even turn out to be completely different from what you expect. and when one deals with so many different vendors and manufacturers these problems are bound to arise. but bottom-line is that they are ready to accept their mistakes and more than make up fore it, which is rare in today’s time.
I would strongly recommend Pepperfry.com to all furniture and home decor enthusiasts.