Apr 27, 2013 01:29 AM
2822 Views
I had bought a cooler from Snap deal. First of all they delivered the cooler late, then it was a damaged piece. After sending them the pics and even sending a mail to their CEO there has been no response.
Can you believe it, there has not been even an acknowledgement from their CEO - Kunal Bahl that they have received the mail. And its been 9 days.
Please find the mail trail :
First Mail
I ordered the cooler on 2nd April 2013. I got the cooler yesterday evening.
The whole unit was delivered upside down and the box was torn from the
bottom. The people of blue dart said nothing has happened and everything is
ok. When I put the wheels and switched on the cooler, it did switched on
and the blades of the fan hit the plastic which is used for swing and broke
off. When I opened the side panel I found that the plastic attachment for
swing was not fitted where it was supposed to be . Two of the fan blades
are broken . This is the first time I have ordered something from Snap
Deal. The Lock and Lock tiffin box was delivered promptly in the best
packing. But I am highly disappointed with the cooler. First the delivery
was delayed and then it a a faulty piece. Please replace the same ASAP, as
this is for summer time and we cannot be without a cooler on which we have
already spent the money. I am attaching the PICS of the cooler for your
reference.
--
Regards,
Praveen K
Second Mail :
I have not got any call or any other kind of communication from the so called concerned department. Its been 48 hours now since I sent the mail. Please remember that this is the first time I have shopped something from Snap Deal and experience is not going in the right direction. Tomorrow is Saturday and weekend will start, you people will say the so called concerned department does not work on the weekend. This process is taking too long. First of all the delivery was delayed, now all this. I have ordered the cooler to be used in summer and not in the rainy season. Please resolve this issue ASAP or I
am going to escalate the matter on Mouth Shut.com.
Mail to their CEO :
Hi Kunal,
I am writing to you after receiving no help or customer service from your people at snap deal. Please find the sequence of events that occurred with me while shopping with Snap Deal.
I ordered a Bajaj DC 2016 Glacier Air Cooler and Lock & Lock Airtight Lunch Box With Dotted Black Bag on 2nd April 2013. I received the lunch box in time and everything was fine.
The cooler was expected to be delivered on 07th, I checked the blue dart website on 08th and it was showing delay to accident or traffic jam. I called blue dart and they gave me information that the cooler would be delivered on 9th.
It was delivered on 09th but the cooler was upside down and the box seemed like it had torn due to the ordeal it was put through. The person from blue dart did not wait for me check and just left in a hurry.
I was afraid whether the cooler would start or not, so I removed the cooler and try to switch it ON. When I put the wheels and switched on the cooler, it did switched on and the blades of the fan hit the plastic which is used for swing and broke off. When I opened the side panel I found that the plastic attachment for swing was not fitted where it was supposed to be . Two of the fan blades are broken.
I am immediately upload the pic on the snap deal website, by the way it allows you to upload only one pic.
Then I called Snap Deal and they gave me the address to send the pic and a complaint number. I immediately did the same.
The ordeal with Snap Deal starts from here :
When I called the customer service first, they told me they cannot do anything and I have to send the PICS. Which I did. I received a confirmation mail within a couple of hours stating that your people have received the pics and forwarded them to the concerned department and will get back to me within 24 to 48 hours.
I have highlighted the 24-48 hours because no one called me for 48 hours as promised in the mail. I called back at the end of 48 hours and I was told to wait for a call back from the CONCERNED TEAM.
I sent a mail again as a reminder that I have not received any call and please call me back or I will escalate.There was no response - No Call No Email from the CONCERNED TEAM.
I called back on Saturday and I was assured I would get a call on Monday for sure. I updated that the best time to call me was between 3 pm - 5 pm.
As I knew the high profile team might not work on Saturday and Sunday I waited till Monday.There was still No Email or Call from them,
On Monday I asked for a supervisor , one person came online and then he connected the call to another person. The second person checked with the details and called me back and said that the CONCERNED TEAM could not call me back to high work load and he could not do anything as they had left already. I told them this was unacceptable and they had to give me a resolution. They asked me to wait for one day.
On Tuesday I called again at 3 pm and spoke to escalations team who assured me of a call back with 5 Pm.
This was a shocker :
The person from the CONCERNED TEAM called me back and says that they have received my request and are still investigating the matter . It was 7 days since I sent the mail. I asked him what are they investigating, he says that they have to check with the Vendor and the Courier company about the product. ( In short they are just checking whom to blame and take the money from ). I told them this was not my concern and I had bought the product from the Snap Deal and they can check and blame anyone they like. I have already paid for the product and sill cannot use it - 15 days after ordering it.
The CONCERNED TEAM guy says that they normally give 7 days to the courier company to investigate or they will raise their hands. His name was Ashwini whom I spoke to.
I told him categorically that he should understand that neither Blue dart nor Bajaj's name is at stake here. I had brought the cooler from snap deal and they are answerable to me, for which he says that the sales terms and conditions state that it will take 7 to 21 working days to resolve a complaint. He said that he will give me an exception and call me back on Wednesday with an update. He was sure to mention that he might not call back with a resolution. I told him that I will be giving him only one day before I write to you.
Then I received a call from the customer service again and I told him the same thing I told Ashwini. I also informed that I will wait only for one day before writing to the CEO
I have not received any call or email about the same from anyone after Tuesday..
This is just ridiculous.How can you take 7 -21 working days to resolve a complaint of a customer who has brought a cooler to be used in Summer. And your customer service should understand and have the courtesy to reply to the customer within the promised time which you have given in written. The biggest pain is that you have to understand that snap deal's name has got spoiled in all this not of bajaj or bluedart.
This was the first time I bought the product from snap deal and the experience has not been good at all.
I will wait for your response for one day before uploading the pics and email on Facebook and Mouthshut.com. I am forwarding the mail trail and pics for your reference.
Awaiting your reply and action
Praveen Karchalkar
9888540004
