I bought a white Fossil watch on your website about two weeks ago (Order no 1335471084) and it was delivered to me on Friday, Oct 18, 2013. As soon as I opened the packet I was unhappy with the product that I received. It is supposed to be a white watch but turns out looking like that dirty bluish white colour, the kind of white you get when you wash your white clothes with ’Neel’.
So keeping in mind your Trust Pay policy, that so superbly advertises 100% guarantee of money back, no question asked etc etc, I lodged a complaint saying I would like to return the watch (request #3594137).
When I called on Friday itself, your call center was down for maintenance. So I called on Saturday. I was told it will be done and that someone would contact me within 24-48 hours to arrange for the return pick-up. So far so good.
I get an email on Monday saying since the watch is not broken or damaged and since it is the product I ordered, nothing can be done. Errr, what happened to "not satisfied with the quality of the product" that is advertised on your website?
Then I call the customer care again...this time they say ok, send us photos and we’ll get back to you.
So I email them the photos on Wednesday, Oct 23, 2013 at around 12 pm noon. Then I call them again to check whether or not they have got the photos. I am told that yes we have the photos and you will hear from us in 24 hours so please wait out the full 24 hours. I wait.
By the way, I also say that I do not need a full cash refund (which according to your website, I can get) but I’ll be happy with SD credit or I can even exchange my watch for another more expensive one of your website, that too from the same brand. I am told no, please wait. so I wait...again...
Thursday morning I get an email saying please send us the photos. I resend the original mail sent on Wednesday. Then to be sure I send a fresh mail with the attachments again. Then I call Thursday evening to see what the status is.
The person says yes we got your original email on Wednesday with images, and we have the email you sent today, please wait another 24 hours...your company’s favorite go-to line apparently. I tell the guy why? I was told 24 hours, now its been more than that. He says, no it 24-48 hours so please wait till Friday afternoon.
Fine, waited till Friday, but SURPRISE! SURPRISE! No email from
Snapdeal! What a shocker that is! So I call again (since I am expected no life of my own except to sit around and call Snapdeal all day long!). Guess what they tell me again? 24 hours! Wow! Never have I experienced such pathetic customer service in my entire life!
By this time I am furious and I ask to speak to the supervisor, who, no surprises, asks for 24 hours too. And then I talk to the team leader Yatin Srinivasan who also says the same thing. What use is it to escalate a complaint if all your employees are completely incapable of authority and service and repeat the same scripted answers that the reps say? Why bother?
And why the hell have you created this TRUSTPAY policy, which is a complete hoax?
Please explain to me how this...
"No Question Asked Policy Easy Returns if not satisfied with product quality, size or delivery 100% Money Back if issue not resolved in maximum 30 days"
Translates to no communication, harassed and harangued customer, lack of clarity and complete refusal to do anything about the customer’s problem?????
As a CEO, Mr. Bahl, you should know better than to over-promise and under-deliver ...seriously. And especially in a B2C company like yours, where you deal with individual customers every day, your
customer service is well below par.
I don’t know whether you’ll bother about us lowly mortals or not, but I sure hope you’ll read this email.