On 26/2/16 I placed order for two sets of Manhattan sofa sets (3+1+1) and paid for them via my Visa crdit card.
The first set (let’s call it SET A) was delivered on 4th February 2016. We noticed that there was a small hole in the fabric of one settee chair. Immediately I contacted Snapdeal and asked for replacement or refund – thier reference no. 18967401.
The second set (let’s call it SET B) was delivered on 5th February 2016. We noticed that the fabric was fine, but one settee chair had a defective base, it is not even and is quite a bit out of alignment. Again I asked for replacement or refund at their option – their refetrence no. 19031893. It is extremely unfortunate that one chair of each of the sets is defective.
on 6/2/16, Snapdeal aske me for images of the defects, which I promptly supplied on the same day.
On 7/2/16, a Mr Sxxxxxv from snapdeal contacted me on the phone, in response to which I emailed to help@snapdeal that either you get an independent party to look at the item, if you so desire together with your investigation team, and decide, or please take the item back and refund me the money I paid for it , as per your ” 7day Easy Returns Policy” This applied to both sets of the Manhattan sofa sets.
I wrote to snapdeal again on 8th and then 10th February 2016 for an early response and requested them to provide me with contact details of their CEO to enable me to escalate the matter to him. On 11th February a lady from Snapdeal contacted me by phone and offerred compensation of Rs 5000/- which she followed by email. We after due cosideration, though not the best solution, accepted it, and thought that the matter can be laid to rest.
However, to stir up the matter again, a Mr Dxxxxxxr from Snapdeal contacted me on 12/2/16 by phone stating that there is a procedural issue at Snapdeal: that the Rs.5000/- is the compensation for both the faulty sets. That he is authorised to deal with only one of the sofa sets, and therefore would reduce the compensation by half to Rs2500/-, and that another executive will contact me within 48 hours to authorise the balance for the second defective sofa set. I reluctantly, perhaps being foolish, agreed. Instead of crediting my credit card he credited it to my freecharge account, despite my protests.
Also no executive contacted me within 48 hours. I had to write again to firstname.lastname@example.org on 17th February a lady from Snapdeal contacted me by phone stating that she will contact me again soon with the resolution.
No one has been in touch with me since then. Snapdeal have also got rid of the email@example.com facility, and emailed me twice “After closely reviewing your account, we have found some transactions that do not pass our internal checks. As a result we are cancelling your return request. Please note that all other open orders and claims linked to this account have also now been cancelled”.
In case Snapdeal do not relent and resolve this issue amicably, I shall have no option but to go to the consumer court.
126.96.36.199 / 02/03/2016 / 9:25 pm