[Resolved] Snapdeal.com — Claim to have delivered microsoft xbox though no delivery has been actually made

madangopal_k

from Mumbai, Maharashtra

Address:	400094
Website:	snapdeal.com

Ref: Order ID: [protected] Placed on 07 May, 2017 for Microsoft Xbox One Console with Kinect with 1 Extra Wireless Controller and 4 Games Downloadable Code (DLC) (Halo 5, Forza Motorsport 6, Fruit Ninja 2 & Kinect Rivals) cost Rs 35, 000

1. Status shows delivered on 11, May/ 2017. However, no parcel has been delivered.
2. I spoke to Snapdeal customer care executive on line around 10:30, as soon as I noticed the SMS on my phone claiming delivery. I am very unhappy that he was totally unperturbed and showed a lack o[censored]nderstanding of the situation. The only advice I got was that as the process of investigation will take more than six days it will be prudent for me to go and do a recce of the local post office (this is how I learnt that the parcel has been sent by India post: there is no mention of the mode of conveying the item on your site). The invoice shows that Rs 550 was paid for postage though the seller charge me 2500 for the same. For this money the item should have been send by professional couriers such as Bluedart, DHL, etc.

3. I have also registered several complaints to customer care and seller by email suggesting that the delivery manifest be obtained to establish the fact that I have not received the material. Even nine days later I have not received a call or a letter or any intimation or acknowledgement regarding the this matter. Snapdeal customer care just do not want to respond.

4. I have spoken to at least 5 execs at the customer care call center and have only received assurances. Every one of them have agreed that I have been wronged and promise to raise the level of the complaint but the matter remains the same even after 9 days.

5. Seller does not respond despite 3 mails to writing them via snapdeal portal

I sincerely request you to help in resolving the matter as a lot of money is at stake.

your sincerely

Madangopal Krishnan

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Jun 4, 2017

Complaint marked as Resolved

Snapdeal executives contacted me after the package was returned to the dealer by the courier company (India Post) and refunded the entire money (total paid for product and postage). They did not have any explanations for the entire episode except offering apologies. The execs at the customer care call center were polite and did their work except that they were not empowered to do anything other than notify the backend chaps who are the actual guys handling these matters. The backend chaps obviously goofed up and were trying to cover up episode. What must have helped me resolve this matter is the complaint at your site and subsequent letter send from here to their office. They took this seriously and it went several levels up the ladder of responsibility. I am grateful to your forum for helping me resolve this matter. I have explained everything to someone who called me later (he said that he is at a position dealing only with matters that are most serious) and suggested regular updates and communication to the customer, empowering the call center execs to a greater extent and tracking of complaint resolution. Its for them to find what's wrong and also an innovative fix.

Snapdeal.com customer support has been notified about the posted complaint.

Verified Support

May 22, 2017

Snapdeal.com Customer Care's response Dear madangopal_k,

Thanks for sharing your concern with us. Please be assured that we are working on your problem and our representative will get in touch with you regarding this.

Regards,
Team Snapdeal

May 25, 2017

Updated by madangopal_k 1. My young daughter received a call from the Snapdeal team. They did not inform or leave any message. As I was at office they were provided with the alternate numbers. I did not receive any call from them for the past three days.

2. So far I have spoken to at least seven customer care execs. All of them appear to be helpless. All they can do is inform the Snapdeal backend team. The team may choose to talk to you at not. They are unwilling to communicate by email, which is a sure way of communication even when phone calls, which may occasionally fail. There is no way of talking to the backend team directly.

3. Discussion with the last two execs have given me the impression that Snapdeal may not refund the 35000 I paid upfront despite that the product is with the seller and has been falsely claimed to be delivered to me (the delivery manifest will speak the truth: so they should provide it if they believe it has be delivered to me at my address). So far 14 days have passed since I lodged my first complaint via customer care and they did not attempt to contact me for 12 days. All this and they keep reassuring that the matter will be resolved in 24 hrs or 6 days.
5. I want them to refund me Rs 35000 that I paid for the item.
5. SNAPDEAL CUSTOMER CARE DOES NOT CARE!!. They have successfully pushed away a good customer and every member of his family forever. I wonder whether their CEO Kunal Behl is aware of such a lackadaisical team that is letting their organization down. Maybe I have to write to him also.

As Snapdeal does not appear to be inclined to settle this issue I request you to kindly inform ne the other options for resolution and obtaining refund.

Yours sincerely

Madangopal Krishnan

Verified Support

Jun 05, 2017

Snapdeal.com Customer Care's response Dear madangopal_k,

Thanks for sharing the acknowledgment. Please drop us an email at [protected]@snapdeal.com in case you need any further assistance.

Regards,
Team Snapdeal