I have been on a deal scouting spree for the past month or so; looking mainly for stuff that I need to replace or add but at a pre determined budget, so ended up surveying a number of ecommerce sites, also buying from them. The experience has been written here and here.
A couple of people recommended Pepperfry for the chest of drawers I was searching for. Looked it over, liked it. There was an offer for 15% off. Decided to book, began the process, but just before the payment could be made, wife decided to think it over one more time.
So left it there and was surprised to receive a call from Hardik of Pepperfry, asking about why did I not complete the transaction, would I be still interested because the coupon would expire and kindly sent another coupon code. Liked the approach and attitude.
The next evening, decided to complete the transaction, paid and made a request for bit of customization – change of handle, lock. This was on the 16th November, received a response on 19th November that the concerned department would get back to me in 48 hours. No response, sent a reminder on 22nd November, to which they responded on the 24th November, saying they have escalated it to the support team. No response so reminded again on 26th to which somebody called Carrie informs that you request has been forwarded to the concerned department and they will get in touch if need be. Duh! What is that supposed to mean? Will the customisation be completed? Not completed? Delivery happen?
Today, the 27th November, could not get thru the landline number and the chat module says they are busy with other customers. Whilst all this is happening, the promised delivery is 22-24 days and 11 days have already passed.
HomePage: Nice, clean, accessible
Registration & Log in: Smooth, with multiple options to log in.
Product Range: I have not evaluated this completely given the fact that my interest was in Furniture & Home decor, however on the surface of it looks good.
Offers: The one I availed of seemed to be pretty good, however do not know if it was a one time or permanent, since the perception Hardik gave was that of limited time, whilst the site still reflects the offer.
Communication: Leaves much to be desired.
Delivery: Still stuck at communication………
Update: 29th November 2012
Hardik Shroff who looks after the furniture category called up on 27th – was it after this blog post, tweets – can’t say. But managed to address the queries I had and now await further confirmation from them. BUT the points were unresolved by customer support
Update: 20th December 2012
“Congratulations! Your item has been shipped by Pepperfry via Gati (AWB xxxxxx) Please allow up till 24 hours for tracking to activate”
Update: 18th December 2012 – 25th December 2012
Gati website says, picked up on 18th Dec & delivery before 22nd Dec. On the 24th it has reached Bombay west for delivery. 25th December Nobody at home & hence not delivered.
My conversation with Customer Service goes something like a Charlie Chaplin cartoon – with they trying to tell me/assure me/portray helplessness as to why Gati is lying? And why they cannot pickup up the phone & blast Gati? But keep telling me that our team will investigate & get back in 48 hours.
At 7 Pm called Hardik Shroff, who had different views and assured delivery in a day or so.
Update 26th December
Gati calls up with questions – Pepperfry se parcel aaya hai; aap mangwaya tha; Aap paanch mala pe rehta hai? Samaan lift mein laane dega na? No shit sherlock? My address is clear on that, which building in Bombay allows large luggage in a lift. Anyway, they shall get back to me. As also will Hardik
After a bit of back and forth, Gati delivered the product and it took another 10 days before I unwrapped it and fitted the chest of drawers in the bedroom. And
Finish 8.5/10 Styling 7/10 Pricing 8/10
Will I go back and buy, Yes, but will coordinate with Hardik. I know, I know, it is not his job etc, but till Customer Service does not improve, I have no choice.