Update: The money was refunded finally. Thanks to mouthshut, its only after I gave a review here they acted. I appreciate snapdeal closely working with MS to solve our problems. I will recommend snapdeal, I even placed another order after this incident and it was delivered in time.
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I had shopped multiple times on snapdeal.com for various vouchers/products and their service was good. As it has been true for all businesses, the best product/business is the one which provides with best customer service. But snapdeal totally fails in this respect. Earlier I never got a chance to contact their customer service so was happy but this experience has changed my view towards them.
I ordered for "Intex I buddy Tablet 7.0 (Silver) with Free MID Keyboard Case worth Rs.1490"(Order id: 808874849) on 4th Dec 2012 and it said shipping in 1 business days. It was a good deal so I took it, also the delivery was in 1 day so I wanted to grab this one. I placed this order through HDFC bank card EMI option. To my surprise I got an email on 6th Dec, 2012 that the product is out of stock and the new est. shipping date is 11th Dec, 2012. Firstly, this meant that there is no surety if the product would get shipped on new date + It was not as promised so I dropped the idea of buying this product now. Hence, I called them up to cancel the order, they said it would be done in 24-48 hrs(24-48 hrs for cancelling an order which is not shipped also). Anyways, I thought it is fine, still I didn’t trust them to take any action on phone so I dropped them an email and got the same reply. 24hrs passed, I send them another email and same response. Another 24hrs passed and again sent them an email, same response.
I want them to cancel the order asap so that the EMI would get cancelled and would not come to me in the statement of CC, else I would have to chase them for the money. But I think they want to delay the cancellation so that the product gets shipped and then they can say it is shipped and we can’t cancel it now.
If they can’t honor the commitment, atleast they can follow what customer wants instead of replying same message again and again. I have ordered many times from other websites (would not name them), but haven’t faced this kind of customer response. They can be clear on what are they doing.
Email chain:
From 1st email to last email:
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Naman, Dec 07 07:30 am (IST):
Please cancel the order and intiate the EMI cancellation. It was supposed to be shipped in 1 business days but now the time increased to 1 week. I am sorry but I don’t want the product so late.
Naman
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SnapDeal, Dec 07 10:31 am (IST):
Dear Naman,
Thank you for contacting Snapdeal.com.
This email is in regards to your request for the cancellation against the order number (808874849)
We express our sincere apologies for the inconvenience you may have experienced.
We would like to inform you that your complaint has been forwarded to the concerned department so that they can investigate the matter and provide you with the best possible resolution on priority. Kindly note that you will also receive an update on your query in next 24-48 working hours.
In case you do not get any response within the stipulated time, kindly get back to us so that we can check the matter at our end.
Kindly note the below mentioned complaint number for your future reference.
Complaint Number: 1391154
We would request you to please bear with us in the interim.
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Naman, Dec 08 02:27 pm (IST):
Hi,
When will this order be cancelled? I have called up numerous times to get it cancelled and initiate EMI cancellation ASAP. I don’t want my credit card to charge the first EMI and then I am chasing you people to get the refund. How much time it takes for an order to be cancelled? Or is it that you people are waiting for the product to be shipped and then you will tell me that it is shipped and cannot be cancelled.
Thanks and regards,
Naman Garg
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SnapDeal, Dec 08 03:00 pm (IST):
Dear Naman,
Thank you for contacting Snapdeal.com.
This email is in regards to your request for the cancellation against the order number (808874849)
We express our sincere apologies for the inconvenience you may have experienced.
This is to inform you that we have forwarded your issue to the concerned team and they are working on the same issue. So we request you to give us some time so that we can provide you with the resolution without any further disappointments.
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Naman, Dec 09 04:30 pm (IST):
Hi,
I placed a request for order cancellation on 6th Dec, and today is 9th but till now it has not been cancelled. I don’t understand which team is working on it and what are they doing. It takes 3 days to cancel an order?
Thanks and regards,
Naman Garg
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Snapdeal, Dec 09 05:30 pm (IST):
Dear Naman,
Thank you for your response. Sincere apologies for the inconvenience caused.
This is to bring into your notice that your issue against the order number (808874849) has already been forwarded to the team responsible and we will surely update you with the resolution within next 24-48 hours.
We would request you to bear with us in the interim.
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Naman, Dec 09 06:19 pm (IST):
You are telling 24-48 hrs since last 3 days. What should I understand from this? When would this 24-48hrs end?
Thanks and regards,
Naman Garg
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Snapdeal, Dec 09 06:23 pm (IST):
Dear Naman,
Thank you for contacting Snapdeal.com.
Please accept our sincere apologies for the inconvenience you may have experienced.
We would like to inform you that our concerned department is already working on your complaint and they will get back to you soon along with the resolution of your complaint. We would request you to kindly bear with us in the interim.