All is well until something goes wrong. Review on Snapdeal

I have been using Snapdeal for a couple of years and they have been fantastic. One can only judge when things go wrong. Under normal circumstances when the order fulfillment takes smoothly, its easy to rate 5 star but when things go wrong that is when the real rating is applicable.

I recently bought a product which was not functioning very well. I immediately raised a refund request. I was expecting everything to go smoothly but a week passed and Snapdeal have made no attempt to progress my refund request. Not only that all further support requests have been ignored.

Order ID: 12338795628

Ticket Ref: 21284253 Raised for cashback not received as promised in the deal.

Ticket Ref: 21302935 Raised for refund request for the product.

Neither a cashback was given nor was the product picked up for refund. No response from Snapdeal on all further support requests

Here are the severe problems with Snapdeal:

1. There is NO contact number for them. It is impossible for you as a customer to contact them. You have to wait and hope that they will contact you and as in my case they may not which means you are left high and dry. Compare this with Amazon and you can ALWAYS contact Amazon people and speak to them. This is a real deal breaker for me.

UPDATE

Whilst there is no contact number mentioned anywhere on Snapdeal.com, however, on mouthshut.com there is a contact number for Snapdeal+91-9212692126. This number does work and I am able to speak to customer services quickly who are courteous and promise to resolve the issue early.but these promises I have been listening to for 2 weeks now and nothing is happening.

1. You cannot see all the support requests that you have raised on snapdeal's website. So you cannot see the status. Once it is raised it becomes invisible to the customer. Add this to the problem that you cannot speak to Snapdeal customer services and you know that you have got yourself a seriously bad deal by transacting with Snapdeal

I have discontinued dealing with Snapdeal. Unfortunately since I used cash on delivery, I cannot fall back on the credit card company for help as they have clearly violated law of distance marketing. I am right now looking if there are any other steps that I can take to make Snapdeal fulfill their responsibilities.

UPDATE(11/04/2016)

Snapdeal have since refused to refund the product but agreed to give the cashback as declared on the deal. It is 3 weeks and there is no sign of the promised cashback.  I am still struggling to get the product manufacturer to make the necessary corrections to the product so I can start using the item.this will be another saga I guess.

UPDATE(12/04/2016)

I have finally received my cashback from Snapdeal. So a bit of a bitter experience this has been. In the last few months alone I had placed several orders with Snapdeal.to the point that I had gotten kind of addicted. Thanks to this incident/indiscretion on the part of Snapdeal, I have been released from the addiction.  As they say, every dark cloud has a silver lining!