Complaint Details

Status	:	Closed
Complaint No	:	0015163/2014
Category	:	Service Provider
Date	:	02-03-2014
Subject Line	:	Online Fraud by SnapDeal.com - Committed Twice
Complainant	:	Shahjahan Shaikh
Address	:	Bldg no. 47, Flat no. 6, LIG Colony, Vinoba Bhave Nagar
Complainee	:	Snapdeal.com
Address	:	Snapdeal.com, 246, First Floor, Okhal Phase III

Complaint Details
On 9th feb i placed an order with snapdeal for 2 fastrack sunglasses in order to gift my wife and daughter on valentine day and birthday respectively.My order id is 1689373139 and the product code - P150BK3F whereas i received completely different product bearing product code - P090BK2 on 11th Feb. Finally on 14th Feb they arranged a reverse pick up wherein i was asked to repack the sunglasses, write the complete postal address of the vendor, order id and the reason for replacement. For no fault of mine we had to undergo these hassles. Thereafter I made numerous phone calls inquiring the status of my replacement and wrote several mails. During this course once I received a call from a CSR – Shubham Kakkad stating that my actual order will be dispatched soon and soon after that I received an email stating that out of the 02 sunglasses ordered 01 is out of stock which was is in complete contrast with the version of their CSR. Resultantly I had to go thru a lot of mental trauma. Subsequently I tried to reach the CSR – Shubham Kakkad but to no avail, immediately I wrote to them saying that being out of stock is none of my concern as the product was very much available dated 09th Feb while I had placed the order and insisted vehemently upon the correct replacement. Eventually they delivered 02 sunglasses on 19th Feb but to my dismay and despair again out of the 02 sunglasses 01 was the same sunglass that was reversed picked up from my residence dated 14th Feb. once again I went thru the same turmoil of phoning up and subsequently wrote to them about this blunder which has happened twice. However as usual when I didn’t receive any call back from the concerned dept as promised by them I phoned up on the same day around 6.45 pm and insisted to speak some senior person but to no avail till date. I was put on hold for about 05 mins only to be told that their seniors are quite busy and moreover they don’t interact with any customer beyond working hours (6 pm) and was falsely promised for a call the next day morning. However till date they haven’t bothered to do so.

Finally I lodged an online complaint with Akosha (online consumer forum) on 20th Feb but to no avail as they are tied up with SnapDeal.com. Further, To rub salt to my wounds, on 24th Feb SnapDeal writes to me stating that they are unable to contact me, they had arranged a reverse pick up but their courier guy reported that the customer has already started using the sunglass, hence they will be closing this complaint. Ever since 09th Feb the day I had placed an order, I’ve been going thru lot of mental and physical stress. I’ve spent lot of time, money and energy by making phone calls, writing emails and waiting at my residence throughout the day awaiting the delivery of orders and reverse pick ups. This clearly goes to show that SnapDeal is least bothered about the consumer’s woes and taking us for granted.

PLEASE RENDER JUSTICE.

PS - My complaint nos with Snapdeal are 5059845 & 5058847 respectively.

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