I've been ordering regular products from Snapdeal for over a year and on & off I've had delivery issues which were acceptable. However, Snapdeal this year has changed and is more focused on commercial business instead of providing customer centric service.
I ordered a Mop on 24th Aug which was to be delivered within 4+ days. However when I tracked my order there was fake information updated by the courier partner that I was not available hence delivery unsuccessful. I placed a complaint twice at the call centre bcoz the WhatsApp chat service is useless. At the call centre, on 2 different dates, both agents assured me they will reattempt the delivery and further investigate, but till 6th Sept I did not receive the product nor a courtesy call from the service provider. To my surprise when I called the 3rd time to complain they conveniently stated like parrots that delivery was unsuccessful with out checking the history. It was a harrowing experience bcoz on the same day I spoke to 3 agents i.e. 1st agent Neha heard my complaint for 2+ mins and after me explaining my concerns kept on on hold for 6 mins and then dropped my call / 2nd agent Veerendra had no idea about my issue nor was he able to check previous complaints ( No history). I repeated my complaint all over again for which as usual, he had no answer apart from the parrot like verbiage. I asked him to escalate the call to his senior and 3rd time got connected to Meher (supervisor) who had zero potential to handle my concerns neither took the effort to suggest a mutual outcome.
Ownership & accountability: The vendors are validated and on-boarded by Snapdeal, post which regular customer like me place orders with a lot of trust. However, the agents clearly stated that the company will internally investigate and take appropriate action against the vendor or courier partner, but the customer who has been harassed and placed the complaint will have no exposure to the outcome, as Snapdeal does not have the policy for closure. In short No accountability, what a disappointment and shame. Why will a loyal customer want to stay with a service provider who avoids taking ownership?
Please note: I don't want any reimbursement or freebies from Snapdeal just justice in the form of real answers for the trouble I've been through for 20+ days.
