Jan 20, 2015 03:27 AM
9688 Views
I was a an avid shopper on Snapdeal.com and have purchased quite a few items from them over the last 2 years. I've never had to return an item so I was blissfully unaware of how bad the return policy at Snapdeal is. You would think with all the money they spend on advertising how "easy" it is to return items that there would actually be a structure in place to facilitate the same but it doesn't exist. PERIOD.
My troubles began when my wife ordered a bike jacket( Order No. 13745617 Asst Leather Look Biker Jacket(Size: 42) for me as a X'mas gift, you would think that a jacket that cost nearly Rs.5000 would be worth its cost but alas the quality was terrible, the inner lining of the sleeves was so excessive that you put your hand through it and it gets caught in the numerous folds and doesn't come out the other end.
Since the product was covered under Trustpay we immediately raised a request to have the same returned on 25/12/2014, we were told the item would be picked up in the next 48 hours and to inform them if it doesn't happen within said time frame, and guess what it didn't happen.
I get multiple calls to confirm I would like to return the item and every time I answer in the affirmative and the time frame keeps getting pushed further forward, I even get a call on the 29th from the courier guys saying they would come the next day to pick up the item and I once again get a call from Snapdeal confirming that I do want to return the item and to verify if the courier partner has called to make an appointment.
Come 30th though no one shows up, THE WHOLE DAY! Not one phone call, no message and no one in the courier company even picks up the phone.
Since I was travelling on 31st evening I make a desparate call to snapdeal in the middle of the night on 30th and the nonchalant response I get to the fact that their courier guys stood me up is raise a request once you are back and I shall cancel this pick up request, I tell him dont cancel it, hopefully they will come tomorrow.
Who am I kidding no one shows up, and while I am out of station apparently the courier partner to avoid the pickup altogether communicates with Snapdea and I get a mail with the following wordings
"We wish to inform you that reverse pick for Asst Leather Look Biker Jacket(Size: 42) of Snapdeal Order No. 13745617 was attempted on 2015-01-05 but was unsuccessful. Our courier partnerJV_EXPRESS confirmed CUSTOMER WANTS TO TALK WITH SNAPDEAL as reason. "
After making an appointment for the 30th they show up on the 5th, thank god I didn't delay my trip for this else I would have wasted my vacation.
Well we've filled the request form all over again with promises made that the item would be picked up on the 14th before 12 pm. Its been days since then, not once has the courier company called, not once has snapdeal called, everytime you call the customer service no. they say the backend team will coordinate and get back, apparently they still havent been able to coordinate since they havent called yet, snapdeal no longer even responds to the emails,
this was the last response on the 13th
Thank you for your response.
Please accept our apologies for the inconvenience you have experienced.
We assure you that we have already prioritized your complaint and we are working on it. We will get back to you at the earliest along with the best possible resolution of your complaint.
We request you to kindly bear with us in the interim.
In case of any further assistance or clarification on this issue, please reply back to this email.
we did reply but no ones answered guess high priority items at Snapdeal have real bad turn around times.
i'm just fed up now, so after 2 years of being a loyal customer I have decided to never again shop at snapdeal, who knows my luck might run out again and god forbid I might have to return something to snapdeal and I shudder at that thought
