I am very sorry to say that the customer grievance redressal system is not good of your company.The issue was not that important, but by lingering from your end has made it so now.
I’ll like to bring to your knowledge a recent similar issue faced by me while dealing with AMAZON. Due to some reason, shipping charge of Rs. 40/- was realised from me while placing the order while the shipping was free for orders above 499. I simply wrote two lines and within 10 minutes, cashback was credit to my account. NO EVIDENCES REQUIRED.
It is therefore not the scale of issue but it is what you all make it. As in my case:
FIRSTLY, you did not know what items are being offered cashback.
SECONDLY, instead to believe the customer, you ask for evidences.
THIRDLY, after receiving the evidence, instead of resolving the issue, you refer it to concern team.
FOURTHLY, it is communicated that the back-end team has decided that the item purchased be me is NOT eligible for cash-back. HENCEFORTH, the cashback offered on the product page was just to allure the customer to buy BUT the intention behind is to misguide the customer and later-on deny any cashback. If this malpractice is applied on one product then must be prevalent on many other products offered on the site and many customers are fooled by alluring them to buy and later on deny any benefit. SUCH TYPE OF ACT COUNT TO FRAUD PUNISHABLE UNDER CRIMINAL PROCEDURE CODE(CRPC). IF THE ISSUE IS NOT RESOLVED, I MAY BE COMPELLED TO LODGE A CRIMINAL CASE OF FRAUD AGAINST SNAPDEAL FOR FOOLING AND COMMITTING FRAUD WITH THE CUSTOMERS as nowadays filing an FIR has been made very easy through email.
I am sorry to say that by lingering-on the issue and not resolving may result in customer dis-satisfaction. It is not the amount that matters but the policy and approach of a company, which is being followed by the staff.
PLEASE learn from your competitors or else you might loose customers.
You all don’t even care to revert back to your customer complaints. Posting of complaints in your Facebook page is also not allowed/deleted. I suggest that this way you are not saving yourselves but creating a problem for yourselves.
Submitted as a well-wisher of your company.
Rajeev Awasthi
order number 11428890271
Complaint Reference number:18674529 dated 29/01/2016