I purchased Intex 4000 40fhd TV from Snapdeal on 10th Aug from seller Adith Electronics- Snapdeal fulfilled, for Rs.25000 by credit card payment. Order number- 7773735017. It reached me on 17th Aug. I left the box unopened & called Intex number immediately for installation request. My installation request was denied because the invoice did not have the product serial number. I got a 19 digit serial number from the box and tried three times more. Denied every time. I called Snapdeal to register complaint & request for product serial number/ proper invoice. Also called Snapdeal installation help number- they said someone will get in touch in next 2-3 days. No one did. Meanwhile I did some research on Adith Electronics & found two online complaints from a Snapdeal customer in March 2014.
https://hifivision.com/television/50589-one-more-victim-snapdeal-used-defective-tv.html
https://mouthshut.com/review/Snapdeal-com-review-lmutptnuur
This showed Snapdeal was aware of problems with this seller. I wrote to Snapdeal on 17th Aug asking for explanation why Intex was denying installation- to inform me if there was anything wrong with seller. Online complaint no. 05722733. No response to query after standard initial acknowledgement e-mail. Complete silence from Sd.
Next, I got my credit card bill and incidentally discovered that Sd had refunded my amount on 17th itself without any sale cancellation from my side or information from their side. The TV was still lying packed with me. I waited for them to respond to any of my queries or initiate return shipment. Nothing from their side. Finally, I had no choice but to initiate online return (initiated by me on 23rd Aug)- as reason I quoted my e-mail Complaint no.
On 26 Aug I got e-mail from Snapdeal confirming registration of my return-refund request 05689573 against order no. 7773735017. Also on 26 Aug I got a call from the Installation Help lady- asking if anyone had called to install my TV! I informed her that Snapdeal had refunded my money already, so I had initiated Sale cancellation and they should arrange return pick-up. In the next two days I got several phone calls to confirm sale cancellation & return pick up request. Each time I patiently explained the situation.
On 29 Aug, reverse pickup was done. I handed the packed, company-sealed box over.
On 31Aug I got sms & e-mail from Snapdeal assuring completion of return & refund process Tkt No. 05689573, assuring me money will be refunded ‘soon’. I thought this was only further evidence of inefficiency from Sd side. Later, while checking my credit card account I again found a debit of Rs.25000. I immediately called my bank and was told there was a debit to Snapdeal on the 25th Aug! This was completely beyond my knowledge and totally unauthorized by me. I did not even get the usual Citibank sms & e-mail alert on this transaction!
Accidentally reversing a payment to my account without my initiating sale cancel or return of product merely shows inefficiency & lack of internal coordination in Snapdeal, but debiting the amount again from my credit card account without my authorization, without any information to me, after sale cancel initiation is something else altogether! I initiated sale cancel on 23 Aug & informed Snapdeal about the refund, taking the money out again from my credit card account on 25 Aug without my knowledge or authorization, I consider tantamount to fraud.
It is 3rd September today- I am yet to receive the refund of 25000 that was taken out of my account on 25 Aug. If Sd has true intention of returning this money, why the delay this time?
Timeline of Events
10 Aug- Bought TV from Adith Electronic
17 Aug- TV was delivered and I tried to register installation request, failed. Called Snapdeal Installation Help & investigated Adith Electronics- found 2014 online complaint with Snapdeal. Wrote to Snapdeal.
17 Aug- Snapdeal refunded 25000.
18th Aug- came to know about refund
23 Aug- initiated sale cancel & return. Noticed- refund link was closed. Thought Snapdeal must have realized mistake
25 Aug- Got e-mail about return request
25 Aug- Snapdeal credited itself Rs25000 again from my credit card account without my knowledge
26 Aug- got call from Snapdeal installation about installation- I informed them about sale cancel & refund from Snapdeal’s side
26 Aug- Got sms & call about return pickup
29 Aug- TV was picked up from my home
31 Aug- got sms confirming return of product & that refund will be made ‘soon’. Also got e-mail saying refund request was successful.
31 Aug- Got to know about payment to Snapdeal made on 25 Aug again without my knowledge while checking credit card account.
How soon is this ‘soon’? Is there any reason why I should not charge Snapdeal with fraud for this incident? BTW Snapdeal does not respond to e-mail or telephonic complaints beyond the initial- complaint- has-been-registered-will-get-back-to-you-in-nxt-48hrs gesture.