Story of an Ex-Snap deal customer !!

Hi Snapdeal

 

I hope your day was good.

How was mine you might ask. Not good. Really bad actually. Why so you may ask. Well read below.

This is regarding my Order ID:13764553916 & Ticket ID: 25168869

After a lot of convincing my parents to buy a birthday gift for a relative online I finally bought a bean bag for my brother. Alas, I received a completely different product from what I ordered. A Red color bean bag in XL size instead of a Black one in XXL. I was embarrassed to even tell my parents that and quietly placed a request for replacement. To my relief I was told this will be handled on urgent basis.

However, the real experience goes like this.

I call the customer care every day in the morning and afternoon/evening. I request them to arrange for a pick up as the concerned guy came to my home and refused to take the product. I am kept on hold for periods as long as 30 mins. The funny part is in my today's call, I got to know that my yesterday's last call at 5:28 P.M. has not been recorded in the system only. I am amazed by the fact as it lasted for 31 mins and I had to hang up because of the long hold. Funny isn't it. An executive answer's my call keeps me on hold but forgets to log it in the system.

Now let's come to the part of the courier company you have tie ups with.

Everyday I get a call from a courier guy in the morning that he will be there in half an hour. BY 4/5 P.M. his half hour is over and he finally pays a visit. BUT, he refuses to take the product back. Poor guy is on a bike and nicely tells me "Ma'am a truck will come tomorrow to pick this up".

This has been repeated twice till date. I have the product ready to go and they just refuse. A bean bag with thermocol balls is pretty heavy you see.

This brings me to my last part.

Is this the service a customer expects? Is this the way a consumer should be treated? Is this the way you plan to get more customers?? 

If your answer is yes.. then you are on the right track but if the answer is No, you are in a lot of thinking my friend.

Regards 

An EX-Snapdeal Customer