[Resolved]  Snapdeal / Ajanta Wall Clock — Received damaged product and reported but no action being taken

Address:

West Bengal

Snapdeal neither re-sending the product nor refunding after product damage reported

On 15th June, 2013, I ordered an Ajanta Pendulum Wall clock (Order No. : [protected]) from SNAPDEAL after making payment through credit card. On 22nd June, 2013, I received the product from First Courier service in damaged condition (wall clock glass broken into pieces) and also the color of the product was different from the one that I actually ordered.

Immediately, I contacted the SNAPDEAL 24x7 customer support[protected] and informed the same. The support person created a complain ticket (ticket # 2381757) and asked me to send a mail to [protected]@snapdeal.com with the picture of the damaged product. I send 4 pictures (inner ( Brand ) and Outer Packaging ( snap deal )) related to the damaged product that I received and sent them by referring the complain ticket # 2381757.
On 23rd June, 2013, SNAPDEAL asked me to send the product with all the accessories, Original Brand Packaging and invoice by a courier (not DTCC). In that mail, they promised that they will reimburse the courier charge once they receive the damaged product.

I returned the damaged product by First Flight Courier (consignment # ME0287012) as per the instruction given by SNAPDEAL and it costs me Rs 387/-. I mailed them and confirmed that I sent the damaged product with the courier slip (for courier charge reimbursement) as per their instruction.
On 27th June, 2013, the damaged product was delivered as I confirmed from First Flight Courier.

Since then SNAPDEAL stopped responding to me as I have sent several reminder for the status update of complain ticket # 2381757. I tried calling their 24x7 customer support[protected] several times but simply wasted call charges. Nobody has picked up the call.

On 3rd July, 2013, I received the following mail from SNAPDEAL with respect to complaint number # 2381757 which is very dissatisfying and embarrassing

“This is regarding your request number 2381757 for which we had contacted you 4 days ago. We have not heard from you in a while, and in our quest to help solve your issue as soon as possible, would request your immediate attention.
Here's the last response from our team.”

I replied in the mail that I returned the damaged product and also confirmed from First Courier about its successful delivery.
Again SNAPDEAL stopped responding to me and this time I decided to create another complain support ticket (ticket #2452298). On 4th July, 2013, they replied they will surely update me with the resolution within next 48 hours.

But Alas!!! Since then 90 hours passed but no body from SNAPDEAL has updated me with the status of complain.

Now I’m getting the feeling that I’ve been cheated by SNAPDEAL as they have neither delivered the right product with the courier charges that I incurred in returning the damaged product nor refunding the total money.

What should I do now? Please help me getting back my hard earned money from SNAPDEAL.