I used to love purchasing on snapdeal, they used to deliver a bit late but I used to get nice deals and hence didnt mind their slow delivery times, but one experience changed my complete perspective on this ecommerce site and I would never recommend them to anyone ever again, actually I have started warning my friend and family against availing their services
I had placed an order for 5 Sets of Chairs ( total 15chairs, each set is 3 chairs) for a total of Rs. 27, 176 ( order id 14838599975) on 26/08/2016, I had received the order a week and half later on 5/09/2016, after receiving I had noticed that one of the chairs was missing a wheel base and hence I requested a replacement and they sent their courier partner to pick it up from my site and I received the replacement on 5/10/2016 notice how it took them a month to replace a set of chairs and after that I noticed that even the replacement set was damaged and this time I asked them to take back the product and issue a refund as I wasn’t ready to wait another month to receive another damaged set, they finally picked up the product on 3/09/2016, notice how it took them another month and the refunded me the amount the same day, they next day when I wasn’t available in site, they have picked up another set of chairs from my site from my colleague who wasn’t aware the pickup was already done the previous day , due to a confusion a set of undamaged chairs were handed over to the courier guy who had come on 4/11/2016, I immediately emailed the snapdeal team about the confusion and asked them to return the second set of chairs which was mistakenly picked up, but didn’t receive any proper response from their side, till today 27/01/2017 nearly 3 months since the issue, it hasn’t been resolved yet, I have spent hours on call with their support team every week explaining them the issue and I have shared the pickup slips for both the days with them too, they promise their ~ resolution team~ will call back within 24 hours and provide a resolution, but no one contacts after that, once they did call me and I explained them the whole thing and he too told me he will call back in 24 hours with a resolution and the next day I received another call and he made me explain the whole thing again promising an immediate resolution but at the end he also said will provide a resolution within 24 hours after that no one contacted back, I have sent them numerous mails asking them to refund for the second set or return the second set to me, each week I spend nearly an hour on call with their customer support explaining my issue from the beginning just to get the same response "we will provide a resolution within 24 hours" but nothing happens, yesterday 26/01/2017 I have called them again, spoke for 40 mins explaining my issue from the beginning, the created a new complaint id ( 38779341) each week on call they create a new one, this is the latest complaint id they have given. When I asked the customer support yesterday how do I escalate my issue as its been 3 months without a resolution , he said he doesnt know the escalation team , I was shocked , how can such a reputed ecommerce site not have a proper escalation matrix, and I then asked him if I can have the contact of a grievance officer and he said he doesnt have that information too