[Resolved]  Snapdeal.com — Damaged Washing machine- refund issue

Address:

Bangalore, Karnataka

SNAP DEAL ORDER NUMBER :[protected] I have order a fully automatic washing machine on 3rd Nov and promised to delivered on 15th. The item was delivered 4 days earlier on 11th Nov. When we opened the package, we noticed that the product is damaged ( big bump on one side ) and indication that the product is not new. Immediately I called up customer care and gave them 2 options - 1) Replace the item within next 1 week OR refund. Snap deal was not confident on delivering a new piece in next 7 days and they opted for refund! I dont know why... After repetitive follow ups - Snapdeal customer care promised that since the product is damaged one, Snapdeal will initiate the refund the moment the reverse pickup is done. They arranged the reverse pickup with a courier service called NUVO. They sat on this for 7 days - daily follow up with these folks with frequency of 2 hours. I had lost hopes during that time. Snapdeal was not ready to give this to some other courier service. Whenever I call them, I used to get a reply that this has been sent with highest priority!!! Finally I had to get hold of one of the senior manager in NUVO to get this picked up and it happened on 19th Nov midnight 11:45 PM!!! I called up Snapdeal in 21st and I was told that the payment is in queue and I will receive the money in 4-7 working days. Today morning ( 24th Nov) - I called Sanapdeal and I was told that they did not receive the product back and hence they will be able to initiate the refund only after receiving it ( which will be another 10 - 20 days ). They confirmed me that whatever I was conveyed is not right! I remeber I had even talked their first level supervisor 18th and got confirmation that the money will be refunded once it is picked up! The entire money of 17 K is blocked and I do not have washing machine yet! Terrible experience with Snapdeal! Can someone assist me ? Regards Rafeek