Below is my letter to Snapdeal which hasn’t elicited a response. They are a poorly managed bunch and level of miscommunication is high. But what struck me as pathetic was their lack of empathy and the effort to understand the problem.
I even consider the cancellation and refund as a breach of trust. A person spends time at your site, places enormous amount of trust on you with personal and financial details, rejects other options, just to receive an ill meaning apology - "We apologise for the inconvenience. "
Well, you can shove the apology up your.you know where. If you really care about an apology, then show it in action. Mere lip service won’t do.
Refunding an amount in lieu of shoddy services and inability to deliver a product, is the easiest thing. It shows utter lack of responsibility and consideration towards a customer. By refunding an amount, you aren’t doing a favour; you are simply shrugging off the responsibility of taking care of your customer’s problem. You are taking the easy way out - "Here, take your money. We bit more than we could chew."