Snapdeal.com — Order#[protected] request for replacement and they cancelled the order without any reason

Address:	Hyderabad, Andhra Pradesh, 500049
Website:	www.snapdeal.com

I purchased "Only Navy Poly Cotton Jeans (size-31)" along with 3 other item on 27th Oct 2015 (Order # [protected]). I received all the items on 30th Oct 2015. After trial we realised that Jeans required a smaller size change, hence from SnapDeal portal I requested for replacement item with size-29. After few minutes of replacement request, I received an email saying that your order has been cancelled. Hence I raised a support case # 11135233 to get replacement item of size-29 online and same time I called up customer care where I had been promised that your query will be resolved in next 48 hours and we have raised a request to cancel the refund and initiate replacement with size-29. I did not receive any call-back or communication within or after 48 hour on this matter. On 2nd Nov 2015, item had been picked up from my home and still there was no call-back or acknowledgement on the case # 11135233. On 3rd Nov 2015 00:35, I reached customer care again to get the update on the case. No action was taken so far to replace the item, hence customer care executive had again escalated the matter along with drafting the entire story again and promised me to arrange a call-back regarding the actions taken for this case. However I did not receive any till 4th Nov 2015. On 4th Nov 2015, I again called up customer care executive and demanded the status about the case # 11135233 where they repeatedly saying we escalated this matter to concerned department and required action will be taken in 48 hours. Instead of giving any clear reason for cancellation, they simply tried to confuse the matter by saying that vendor might not have desired size or this will be other vendor than whom I've initially purchased the item. I'm constantly monitoring this item and starting from 30th Oct 2015 to today 4th Nov 2015 this item is available for size-29 from the same seller (Victorious Trades-Ggn-Bluedart-Voi) whom I've purchased the item. I demanded to speak with supervisor, then he admitted there yes this was a mistake from snapdeal side that no one has taken any action since 30th Oct 2015. However now we can't do anything as refund request has been initialized. Saying this he raised his hands saying that once refund is initiated so we can't do anything. He also suggested to forget everything and place a completely new order with updated price which is completely unacceptable as it will close this matter without any logical conclusion and why should customer need to pay extra than earlier purchased item price. I again ask to escalate this matter further and demanded to talk to next level manager who was not present hence not able to talk to him. I have completely lost trust in snapdeal that I'll receive any call-back ever to resolve this matter properly unless I accept my defeat and accept the refund for this item. There are no customer grievance department in SnapDeal where customer can contact & get their issue resolved. Customer care is not at all helpful & never listen to customers properly. They just start speaking their template style dialogs we are here to help you, we have escalated this matter to concerned dept., you will get call-back within 48 hours and necessary actions will be taken etc. etc. may i know the reason for that specially when you say that it will take maximum 48 hours of time to get the solution. and still i keep listening that you are working on it ? Lets even forget about the resolution but no one has even turned up with the updates on it as well, till date. No phone calls no communication for the delay has been done by snapdeal So I really want to understand the reason for this. Why do i have to call up Every time the customer care to know what happened to my complain? why has it not been taken care by anyone? I'm still waiting for that call back to resolve this issue.