I am an IT consultant in UK who has worked in similar e-commerce applications. I am regular online buyer be it travel, electronics, clothes or even baby diapers:). This time I wanted to buy a camera as a b’day present for my family member in India so I went to canon site and saw snapdeal as one of their product partners. I placed order number 731663775 on 19-09-2012. I also picked 3 other items( 16 GB pen drive, headset, 16GB memory card for camera) in the same order. I got a confirmation email that all my products will reach to me by Sep 24, 2012. It was acceptable time as the b’day was on 27th. Moreover, I trusted the snapdeal team and made instant online payment. Trust was the reason for online payment otherwise I would have chosen the’Cash On Delivery’ method.
Then it was a nightmare - never had such bad experience. I do not wish to exaggerate but here are the facts in chronological order.
Sep 23 - I got an email stating that’there may be a delay in fulfilling the order within the time specified on the website at the time you placed the order. Shipment of the above mentioned product may be delayed by some time. The new estimated shipping date for the order is 29-Sep-12.’ I called up customtakeouter care number and talked to Mr Devender who was clueless about email as his system was still showing Sep 24 as estimated delivery date. I told him that I was callng from UK will appreciate a quicker resolution. After long hold, my call was transferred to floor manager Mr Pradeep Tripathi. He assured me that he will look into matter and escalate the matter if required. He also assured me that product will be delivered by 26th even if they have to get it from open market. This was an assuring commitment and then I sent an email back to them summing up what was discussed on the call.
Sep 24 - It was funny to see how departments in snapdeal.com work. The order is not complete yet and I got an email asking for feedback on order. This really pissed me off and I replied with all the details again. As expected no response - like who cares about feedback.
Sep 26 - I called up as well well as emailed customtakeouter care team inquiring about the camera. All I heard is - we are working on the order and will update you soon.
Sep 27 - I got another gift from open market. I was not sure how to escalate the matter - tried filling up feedback form on website but that also ended up in an automated response. It was’Snapdeal customtakeouter Support Request #1108451’ So there is no point using feedback form.
Sep 28. - I got an email from customtakeouter care team staing that -’We would like to inform you that we would continue to make our best efforts to source for next 3-4 days. If we are still unsuccessful in being able to source this order at the end of this period, we would go ahead with the cancellation of your order as we would not want to keep you waiting any further. If you would like us to continue with the shipment of your order even beyond this period, please get back to us in within the next 2 days on our customtakeouter Care No.+91-011-45371100 or reply on help@snapdeal.com.’
This was unacceptable. I was being reasonable and waited beyond committed date and now they wanted to cancel the order without asking me. Till date - I have not a single call from snapdeal team. I had made calls from UK and had given a local India mobile in the order but never heard from them.
- Sep 29. - I replied stating that I am willing to wait but can you let me know when can you get me the product? I have not heard back from them yet.
I seriously doubt they want to deliver the product. Even if they do - I am not sure about the quality. They may send a refurbished product or product from open marker seller of nehru place.
Now to sum up snapdeal team
a. Failed to deliver on committed date - thrice.
b. Failed to act of feedback.
c. Failed to communicate.
d. Arbitrary ways - cancelling the order at will.
e. not willing to commit or deliver.
Overall - very bad experience and will not buy anything from them ever again.