[Resolved]  Snapdeal — Symphony 12 Ltr Diet 12T Air Cooler - Wrong Product Provided

Address:

Pune, Maharashtra

I ordered a Symphony Air Cooler through mobile app from (Snap deal www.snapdeal.com) on 29th Mar ‘14 which had “Wheels and a Remote in the Pic for the price of 5950 I get the order delivered at my door step on 7th April, ‘14. When checked it does not have wheels nor any remote I call up the customer care support ([protected]) and tell that I am not satisfied with the product purchased and need a full refund of my money. Customer care agent assures that I will get a full refund of my money and says that I will get an email with instructions on how to return the product within 2 min assuring me that I will get a full refund of my money 20 min I do not get the email and I call back the customer care support stating that I have not got any email. I am told that it takes approx. 4 hrs for the email to be received. Till next day (8th April) I do not get any email with instructions on how to return the product and I call up Customer care support where one lady tell me that she is escalating my case and will get a call in 24-48 hrs assuring me that I will get a full refund of my money I get a call from Swati asking me what is wrong with the product and I inform her the same thing that this is not what I ordered and she says that I will get the details on returning the product in some time assuring me that I will get a full refund of my money. I get an email from her stating We apologise for the inconvenience caused. We would like to inform you that we are offering you a refund of Rs.600 /- for the missing remote and wheels in the form of SD cash. We request you to kindly revert to us along with your confirmation for the same so that we can proceed further. I call up the customer care support and inform that I do not need any SD cash, I need a full refund of my money again I am told that I will be contacted in 24-48 hrs assuring me that I will get a full refund I get an email again on 8th April stating “ We apologise for the inconvenience caused. We request you to to kindly send the pictures of the product delivered to you within 24 - 48 hour I take the picture of the Air cooler and send it via email 9th April, I get a call from Saurabh stating that its because of their discrepancy the photo showed wheels and a remote with the product. I tell him clearly that I wanted a product with wheels and a remote and I do not need this product and ask for a full return. He replies by stating that he is escalating my case and I will get a full refund of my money 10th April, I have not received any response on this nor have I received any email from Snap Deal I don't get a response till 14th April, no call no email no sms no communication from Snap deal When I call up on 15th April to ask about an update they say it will again take 24-48 hrs, I ask to speak to the supervisor I am told that they will arrange a call back within 4 hrs. I don't get a call nor any email communication from Snap Deal I call back again on 16th April and again I am told the same story, I demand to speak to the supervisor and I am again told will arrange a call back within 4 hrs when I insist on speaking to a supervisor without disconnecting the line I am transferred to farah who is the floor supervisor who assures that I will get an update within 24-48 hrs Today 18th April I do not have an update from Snap Deal and when I am on call right now with them they have just put me on HOLD and not even transferring me to a supervisor