[Resolved]  Snap Deal — Pathetic Customer Support

Address:

Gautam Buddh Nagar, Uttar Pradesh

I placed an order with Snap Deal on 3rd-Nov'13 (Order #[protected]) via HDFC Credit Card. On 11th-Nov'13, I requested to cancel my order because of false and unkept commitments of Snap Deal Customer Support representatives and floor supervisors. I have even put my concern to Snap Deal CEO (Mr.Kunal Bahl), and received a call today morning around 11 am. Mr. Amit over the call offering me some cash back as compensation. I asked him to call me back around 12 noon as I was in meeting at that point of time. Since then no communication have been received from Snap Deal. My hard earned Rs.3, 949/-, is lying with Snap Deal since 3rd-Nov’13. Please find below the email sent to Snap Deal CEO’s Office: Kind attention Mr. Kunal Bahl CEO Snap Deal Greetings!! Dear Sir, This is in regards to my experience with your customer service team which unfortunately have been very annoying and harassing. On 3rd-Nov’13, I decided to purchase a product (Kurta-Pajama set) online through Snap deal. I planned to opt EMI option through my HDFC Credit Card. I selected the product and found that no option for EMI was being flashed. I called up your customer care same day and inquired about the same. I clearly told Customer Care Representative that I am seeking for EMI option. He told me that same can be opted only by HDFC Credit Card holders. I told him that I have HDFC credit Card and gave him the details of the product. He informed me that the order cannot be place over call and same needs to be done through Snap Deal website as I wanted the product in EMIs. I was okay with the same and asked him where I will be getting the EMI option he told me once I order the product and make payment after that I will get option for opting EMI. Since I knew that always the EMI option is available before making the payment and even enquired the same with you representative but he told me that in Snap Deal you get the same after making payment. I as told by your representative made the payment and found that no option for EMIs was available. I instantly called up your customer support once again and this time to my extreme shock the representative told me that EMI option is available for purchase amount of =>Rs.4000/-. I felt like cheated by the previous representative as he did not give any information about the amount limit for opting EMI option. On my request my call was transferred to floor supervisor. I narrated the whole story and the floor supervisor also could not help me in the regards and gave me an option for cancelling the order. The occasion for which I need the product was on 12th-Nov’13, and as informed by him the refund would take 8-10 working days. Hence I continued with the order rather cancelling it. Before ending up the call I clearly asked that floor supervisor that will I be receiving call from Courier guy before delivery of the product. As the shipping address is of my office so it was not at all possible to accept the shipment until the courier guy intimate me before coming. The supervisor ensured me that 100% I will be getting a call. On 10th-Nov, I checked the online status on Blue Dart website, I was shocked to see the status “Consignee Not Available at Given Address”. It means that courier guy came to the shipping address and I was not available but I did not receive any call or information regarding the same. Same day I tried to contact Blue Dart customer care on both Noida Branch office & Customer Care No. but was unable to get through any of them. Finally on 11th-Nov’13, I called up Snap Deal customer care and had words with Mr.Sandeep. I told him that I am in real need of the product today anyhow as on next day 12-Nov’13 I need to attend an occasion. Mr.Sandeep told me that he has left my request for giving a call to befor coming to the courier company and he assured me that the product would be delivered to me by 7pm same day. At 6 pm when I did not received any call from Blue Dart OR Snap deal I contacted Blue Dart customer care and the their representative told me that they have not received any request for giving a call or leaving a message to me before coming by Snap Deal. I again called up Snap Deal customer care and had words with another floor supervisor (Mr.Rana), he told me that there is no such facility wherein courier company / executive calls customer before delivering the product. I told him if it is so than why same wrong information regarding it was given by the floor supervisor on the day I was ordering the product. Again the option by this floor supervisor was the same, that I should cancel the order. I have few questions for which I seek point to point answers: 1. Why wrong information regarding the EMI option was given on first occasion? 2. If Snap deal do not have any control over Courier Company in regards to fulfill customers request, why the floor supervisor on first occasion committed that courier guy will be calling me before coming? 3. Again on 11th-Nov’13, why Mr.Sandeep (CC executive) confirmed that the order would be delivered to me by 7 pm and courier guy would be calling me before coming? 4. Your floor supervisor (Mr.Rana) gave me an option to pick the product from Blue Dart regional office by my own. If customers are being asked to travel and pick the products from courier office than what is the mean of online shopping? 5. I finally on 11th –No’13, requested your Customer Care to cancel my order, still I have no status for my request for cancellation. 6. I finally on 12th-Nov’13 is without the product because of miss commitments and unhelpful attitude of your customer care department. What compensation do I owe from Snap Deal? 7. My hard earned Rs.4000/- is lying with Snap Deal since 3rd-Nov, what compensation will I be provided by Snap Deal. 8. Last but not the least I ordered this product to wear in an occasion today (12th-Nov), I am left with no choice to invest more money and buy product from any show room. What compensation will be provided by Snap Deal for mental, financial torture? I am accepting very clear and sensible to each of my questions. Kindly treat his issue as urgent else I will be forced to publish my experience in social networking sites and consumer complaint websites. Also, a copy of this email will be sent to Media and i will ensure this is published in news paper as an article against Snap deal. Warm regards, Anand Singh