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2.54 

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Snapdeal - Recipe to E-Commerce Disaster
Oct 31, 2014 08:27 AM 3155 Views

Customer Service:

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I am a regular buyer on the net and have shopped from a lot of website from all over the world. But this is the first time I am forced to write a review about an experience that I am currently going through with Snapdeal.com.


I placed an order for two LED lights on 12 October 2014 with a delivery commitment that they would reach me before Diwali. Diwali has come and gone, but my products are still not delivered.


My Order number is 3144470781 and on 21st October, I was delivered one of the product and once I opened the package I realised that it was an absolute junk. I called the Snapdeal customer care and raised a complaint and also raised a complaint for non delivery of the other product. I promptly got a canned message, 'We will get back to you in 48 hours time'.


After repeated calls, I received a mail from customer care that they would give Rs. 100 SD Cash for the junk they delivered. Please note that I paid Rs. 670/- for the product, they delivered junk, which is unusable and they were magnanimous enough to give me Rs.100/- as refund. \Please note that it is SD Cash, so I can use it only on their website. After few repeated calls, they agreed to take the product back and give me a new one. Meanwhile no news about the other product.


They took this product back and as the product was out of stock, they themselves changed the product to a different one and gave me a SD cash refund of Rs.30/- as that was the difference between what I ordered and what they chose for me. I was not even consulted or informed. They have already dispatched the product that they chose me and I have not received the same so far.


On the other product, because I was asking them continuously on the status, on 25th October 2014, they updated the status saying delivered, while I did not receive the product. Now, I have to raise a new complaint asking where is my product.


I am writing this on 31st October and I still don't have the status of the product and repeated calls to the customer care will get you the same response that we are trying to reach the courier company and we will get back to you and we do not have any timeline for resolution.


I am so experienced that I can run a Snapdeal customer care centre, without knowing what the customer needs and what the resolution is. Incase you find it difficult to go through their queue, which every time would take atleast 10 minutes, you could call me. I can precisely give the same response and same experience as Snapdeal.


I have had good experience with E-Commerce, so I would ignore them and not buy form them again and if Snapdeal is the first website that I place my order with, I am sure I will lose my trust over E-Commerce. So I wish websites like this go out of business soon and do a great service to the E-Commerce industry.


I completely agree that sometimes we have problem, but as a customer we request decent responses and status, not stupid canned messages and apologies, even that basic need is not met by Snapdeal. I wish that customer care training team reads this blog and educates the people who talk to the customers.


I am sharing my experience just to let you know that incase you have a problem with any of the product purchased, please don't sleep over it and approaching the customer care is absolute waste of time. Instead raise a complaint and start praying to god, they may resolve it in a week, month or an year. But they certainly would do something. May be its just part of their business plan to retain our money and refund it back after a month without really having the product.


Thanks.


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