I had very bad experience with Snapdeal recently. This was my first transaction with them.
So far, I have been buying on Flipkart/amazon which also a market place and deals with different vendor and my experience is good and they are always responsive for any escalation/complaints.
But Snapdeal changed that experience into a nightmare.
I was making wish list for 3 products. First one is a Magic Car ride for my son, other two are electronics accessories.
1.>On the fateful day i.e April 18th 2014, I have ordered for a
Toyzone Ben 10 Magic Car Ride On from a vendor U online, which has delivered more than 1000 products.
It was mentioned that ‘Dispatched in 2 Business Day’.
a.>My assumption was that by 21st April it should be dispatched, assuming Saturday as business day.
b.>There was no information before ordering when it will be delivered. Once ordered, I saw timeline is between 4-7 days. Ok, I said, by 5 days I should have it i.e 26th April 2014. I will have the product right before a family occasion. I ordered, and that was a big mistake. Difference between same toy online in snap deal and Big Bazar was 300 Rs.
I thought of saving 300 and also checking their quality for my other two wish listed products.
2.>By 21st, when I didn’t see items dispatched, I logged a ticket on 22nd (Customer Support Request #6152110)
The Reply was amazing.
Thank you for contacting Snapdeal.com. Please accept our sincere apologies for the inconvenience that has been caused to you due to the late shipping of your product by a couple of days due to high demand from valuable customers such as you. You will receive an email and SMS notification with the courier details, once your product is shipped
We would like to inform you that it will take another 4 to 7 business days for the product to be delivered post shipment. Please bear with us in the interim. Amazing isn’t it? It was a delay due to high demand due to customers like me. Who is asking for trouble?
Every media, you have your advertisement, every page in google, based on browsing history, your product is advertise and you cannot deliver now. Stop advertising if you do not have capabilities to deliver.
3.>April 23rd the Product is finally shipped from seller(Blue Dart Courier).
Est Delivery date was 26 April 2014(as mentioned in mail alert).
4.>Till 26th April, Blue dart courier shows status as ‘Network Issue’.
I sent a mail to help@snapdeal.com, no reply.
5.>I received an automated call on 27th that Delivery is missed, to confirm delivery tomorrow, press 1.(Snapdeal says they do not call, then it must be Bluedart call(011 number) I was in home most of the time in last 2 days, how can I miss it.
I logged another ticket with phone call details(Customer Support Request #6251277).
I received reply as,
Note: Post shipment, the delivery of your item(s) will take anywhere between 1 to 4 days depending on the location being served.
Then I wrote 2 more mails, and every mail, it is said that Delivery will be done in 2-3 Days time. Like
(We apologize for your experience. We would like to inform you that we have already dispatched your product from our end and we have asked the concerned courier company to look into the matter and deliver your product within next(2 to 3 business days).) on 26th April.
&(We apologize for your experience. We would like to inform you that we have already dispatched your product from our end and we have asked the concerned courier company to look into the matter and deliver your product within next(2 to 3 business days).) on 27th April.
I realized, no one is reading my mail, they are picking one automated reply and sending and closing the ticket.
Also, the link for rating support is disabled. Hi We’d love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:
Good, I’m satisfied
Bad, I’m unsatisfied
Here’s the last response from our team.
6.>On April 28th, I finally receive the product. I was making several phone calls to make delivery faster for family occasion, but als, it was delivered when the family occasion is over.
However, I was happy that I have received the product and worked on assembling it.
Shock of my life, one key Part, the Front wheel is missing.
7.>Desperate, I tried to log a ticket, but server was down. So I sent a mail to help@snapdeal.com with pictures of the product delivered.
I had made my mind for cancellation of the product, get my money and then buy it from a store nearby. I had asked for cancellation of same and refund money can initiate a return process.
8.>April 29th, I received below mail.
Thank you for contacting Snapdeal.com. Please accept our apologies for the inconvenience you have experienced. Please note that your complaint against the order number 1972332946 has been raised and we are working on the same. We will surely update you with the resolution at the earliest.
Complaint Number: 6280944
We request you to bear with us in the interim.
Yours sincerely,
Customer Service Team – Snapdeal.com
I called the helpdesk, and they said, for cancellation also, it’s a different queue and someone from Returns process will review and then cancel. I have to wait.
Someone named ‘Shivam’ called me.
a.>He was as usual sorry for inconvenience and promised me to deliver it this time.
b.>He will cancel the product and I will have to reorder(with SD cash).
c.>By May 1st, he will make sure product is shipped and also follow-up with courier to deliver by 6th.
d.>I will get a new product.
e.>He will initiate a returns process now; someone will pick from my house the product by 1st May.
I believed him, thought it may be a mistake first time, but when someone making promises, this time it will be good experience.
My Mistake, very big mistake.
9.>After the Order was cancelled, and I logged a new ordered, I sent below mail, so this being tracked as promised.
This is related to my communication with ’Shivam’ of replacement team.
•He had suggested me that the earlier order ’1972332946’ will be cancelled (as parts are missing) and SD cash will be debited to my Snapdeal account.
•I can place a new order with that SD cash and assured me that he will check the order and parts before dispatch and will try to deliver it As soon as possible (ETA being May 6th).
•The old item what I have will be returned in 2 days’ time.
Based on that, I have placed a new order "2024069523" today.
Please note that I have already frustrated over last order Delays and non-response and finally product delivered with missing parts (key parts).
Please ask Vendor to check parts and its functionality(last one delivered had rusted pipes) and dispatch.
Also, if possible, prioritize with Bluedart for Delivery.
10.> New Order Est Dispatch date was May 01, 2014 as assured.
11.> I called twice for returns process and Nuvo Bangalore; someone came to pick up 2nd May.
12.> Immediately I received a mail, that Dispatch is delayed by 3 days? Wow, so much for promises and nhassurances.
Shipment of one or more items(s) of your order 2024069523 has been delayed Promised ship date:- 1 May 2014, Will be Shipped Within- 3 business Day.
13.> I logged a ticket again out of frustration. (Customer Support Request #6405574)
This was a replacement order. Actual order was on 18th April. Because Parts were missing, I was advised by SD to place an order and cancel previous one. I have ordered on 29th April. Dispatch day was on May 1st. Then it was changed to May 6th. Do you guys intend to ship it or just playing with it.
14.> Reply was, With reference to your complaint number 6280944, we would like to inform that for your order we are INITIATING the REFUND process. Since you’ve paid the amount using Cred824it card/debit card/bank account, you’ll receive your amount back to the same account.
Please note that your amount will reflect to your bank debit/Cred824it card within next 5-7 working days. We hope we’ve solved your issue to your satisfaction. We again apologize for the inconvenience caused.In case of any further assistance or clarification on this issue, please reply back to this email.
No, it was not cancelled.
15.> On 5th again, I followed up, reply was
We value your recent purchase. Your order has been processed and the estimated shipping date of your ordered product is 06-05-2014.
16.> 6th May, it was shipped with estimated delivery date on or before 8th May. I knew it’s a false promise.
17.> Till May 9th, as usual, Blue Dart shows ‘Network issue’ So I logged another ticket.
Reply was,
Parul, May 09 17:08:
Thank you for contacting Snapdeal.com Please accept our sincere apologies for the inconvenience caused, due to the late shipping of your product by a couple of days due to high demand of the product.We would like to inform you that it will take other 4 to 7 business days for the product to be delivered post shipment. Please bear with us in the interim.
18.> I stopped any follow-up. Finally, on 13th May, I received the product, 25 days from first Order.
19.> To my surprise, the Packaging was very bad, As I uncover the package, I realize that it’s a return product from some other customer. Entire packaging was torn(Original packaging is torn, and on top of that another packaging is done), looking at the product, very clear it’s not new. Scratches and stickers are torn etc.
20.> I assembled the toy and gave it to my son.
21.> I logged another ticket of dissatisfaction but no reply.
In this entire episode, I have not seen anybody taking ownership of issue, anyone bothered about the promises and nhassurances, any escalation systems to address concern.
Every mail, someone is deeply sorry. Why snap deal guys are so sorry, why not resolving the issue.
Every mail, automated reply(4-7 days’ time it will be delivered, same answer on today, tomorrow and 3 days later)
In 25 days, I received 3-4 mails asking me for rating and I provided poor rating, still the issue is not solved.
I went to Facebook, and their page is full of advertisement, still I made few post and they are also sorry. No resolution. This kind of Business will spoil the experience of online shopping.
This is a kirAnasultan store and nothing else (with apps and electronics), no attitude to be honest and earn rightfully. No expectation setting (correct one).
I am not buying anything (wish listed items will be procured from other online players) and I have also advised my family not to deal with Snapdeal.