I got a discount coupon of 750/- from some website and I had a chance to buy a Philips trimmer of 2100/- for just 1350/-, from this website Pepperfry.com. It thought Pepperfry would’ve been an awesome name for a restaurant. But then what’s in a name. I really wanted to pounce on this offer and book it ASAP. This has happened to me before while booking stuffs from ebay. I enter the coupon code and it will throw up a message ‘doesn’t apply for this product’. I was anxious to find out what happens with this one, to my surprise it worked for this product. Yepiii!! I was getting a whooping 750/- discount. Then it hit the ’Pay Now’ button, was about to make the payment, then some sense prevailed. I wanted to googled-up about this company. I generally research on these companies and products for days and weeks before I actually buy it. I guess they really brain-freezed me with this impressive discount. I was actually praying that the feedback would be good.
The first link on google is their company’s website and the second one is the killer-ww.mouthshut.com. Way too many negative feed backs from users. I put my credit card back in the wallet. Then I saw a ’chat now’ in the Pepperfry website. Being someone who has worked for chat support myself, I always give some brownie points to companies that have chat support. I feel it is a great way to contact any support than holding on to the phone. I decided to have a chat with them about the feedback I read. I must say I am impressed with the way they guy handled the chat; I got the answers for my questions. They rep ducked under the questions about negative feedback, but he answered all the other question really well. If they provide this kind of support I am sure it should help their cause a great deal. But then there is only so much support can do. There comes a point support can do nothing more than give ’golies’ to the customer.
I give some positive marks for this company for having chat support and the way the chat was handled. If they do everything they said on chat, then it shouldn’t be such a bad company. I suppose they don’t that’s why they have managed to piss-off so many people. If the product was of a few hundred I would have bought it, just for the way my questions were answer. After reading all the wonderful feedback on Mouthshut, I won’t risk 1350/- I really don’t have the time to chase people for simple trimmer.
I wish they realize the importance of positive feedback and manage to get some good comments here, so that I can do business with them.
This write-up is not an experience about the product I bought from Pepperfry but about a little research I did about them. Letting people know that they have a chat support and they guy who I interacted was not a moron, like some of the other companies that I have contacted. May be they are changing and changing for the better.
Interestingly Mouthshut has Pepperfry’s add in their website. Mouthshut is a double edge sword, advertise a company and allow it’s users to bash up the same company.
Here is the chat transcript :
info: You are now chatting with ’Christopher’
Christopher: Hello ! Welcome to Pepperfry.
Rakesh: If I order a product, how many days will you guys take to deliver it to Bangalore?
Christopher: Each product has a unique time frame.
Christopher: Could you kindly provide me with the item id?
Rakesh: Okay
Christopher: Item Id is listed at the top right hand corner once you are inside the product.
Rakesh: Let me be sepecific
Christopher: Sure.
Rakesh: Item ID: HEM0106D076632
Christopher: Just give me a moment please.
Rakesh: Take your time.
Christopher: The product will be shipped to you in 7 working days from the date of order.
Rakesh: I read some negetive feedback about your website is some forum
Rakesh: So concerned about it
Rakesh: What happens if it is not delivered in the said time and what if the product is faulty out of the box?
Christopher: We do have a 30 day money back policy wherein we arrange for a reverse pickup for the product & issue you a refund on the same.
Rakesh: No replacement?
Christopher: We do not have replacement policy.
Rakesh: Alright
Rakesh: If I request for a refund today, how long would it take for me to get the money?
Christopher: Could you let me know your mode of payment?
Rakesh: Credit card.
Christopher: 7 working days.
Rakesh: Alright, thanks for your time.
Rakesh: You have answered my questions well.
Christopher: You are welcome.
Christopher: Is there anything else that I can help you with ?
Rakesh: That’s it for now.
Christopher: Please do not click on the "x" button at the end of the chat. Click on "End Chat & Leave Feedback" and fill the survey up! Help us do better :)
Rakesh: Have a good time
Christopher: Thank you for Contacting Pepperfry. Have a nice evening!
There is a twist in the tale, i actually went ahead and order this trimmer. Must say they did a very good job. Will write another review about it