[Resolved] Snapdeal.com — snapdeal sent wrong product but falsely accuses customer of incorrect return

1 Review
 Abhishek.GHY on Dec 5, 2017
A highly unanticipated incident has occurred wherein i, the consumer, had ordered a micromax bharat 1 phone from snapdeal.com on the 9th of november 2017 vide order number [protected].

On the 17th of november, the package was delivered. Upon opening the same, the content did not match the description. A different model of micromax phone had been delivered instead of the bharat 1 phone. This unintended incident of incorrect product delivery was soon intimated to snapdeal in writing, to which they responded accordingly. A couple of days later, reverse pickup was arranged by vulcan logistics.

On the 22nd of november, the product was picked up by vulcan logistics against a receipt signed by the field executive. Snapdeal updated the pickup status as successful.

On the 29th of november, an email has been sent to snapdeal inquiring about the refund status to which they responded that the product was yet to reach them and also sent a text message intimating that the refund would be credited in 12-16 days.

Again on the 1st of december, the refund status was inquired which remained unanswered.

Since the 2nd of december, snapdeal has been sending emails mentioning that the returned product did not meet their quality guidelines. Reaching out to their helpline number [protected] did not yield any response from any human operator.

On the 5th of december, i received a call from snapdeal in which the operator blatantly accused me of sending incorrect product and rather claimed that they had delivered the correct product.
This raises a couple of questions. First, how can someone accuse a consumer of sending wrong product inspite of the verified inspection of the field executive during pickup? Second, had the correct product been delivered, why should i raise the return request at all?

None of these questions have been answered by the in-call operator from snapdeal. Rather, an impolite voice blasted claiming the "correct" product sent out was not received.

This raises suspicions against the portal snapdeal and their methods of doing ecommerce business. Also, this highlights the insensitive and callous attitude towards their customers as well as the products being delivered. To crown all, snapdeal initially apologised for sending incorrect product but later denied the return request entirely.

This is my message towards their entire team and management that they owe an apology for misbehaving with me over the phone and false accusation. Also, i would like to inform that till date i neither received a proper replacement nor refund against the aforementioned order.

Complaint marked as Resolved Dec 15, 2017

Complaint Status

[Dec 05, 2017] Snapdeal.com customer support has been notified about the posted complaint.
Verified Support
Snapdeal.com Customer Care's response, Dec 06, 2017
Dear Abhishek (Abhishek.GHY),

Sorry for the inconvenience. This is to inform you that your concern has been noted and our team is working on it. For any further clarifications, please write to us at help@snapdeal.com.

Team Snapdeal
Updated by Abhishek.GHY, Dec 06, 2017
You are required to update the resolution here along with the apology against inappropriate behaviour over telephone.
Verified Support
Snapdeal.com Customer Care's response, Dec 08, 2017
Dear Abhishek,

Hope you are doing well.

Our team is working on your concern and would get in touch with you on email at the earliest. We request your cooperation in the interim.

Team Snapdeal
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    Snapdeal.com - snapdeal sent wrong product but falsely accuses customer of incorrect return