Karan S.

Flipkart and Myntra spoiled me with their fast delivery, awesome support and quick returns. I assumed that every e-commerce website is same. Well, reality struck me hard in my face when I ordered a product from snapdeal. I was becoming quite carefree with online stuff and needed a bitter reminder that there are frauds on internet.

I ordered a product on 2nd October and paid online. The initial estimated time was 13th October which I believed was a tad bit late. I still had high hopes from them and assumed that they will deliver it on time. 13th came and went and I didn't received my product. I waited till 18th October and then I noticed that the courier service has delayed the delivery for indefinite time. The product was stuck in a place 250 km away from my hometown since 12th October and no movement was made between this period. There was no information on when they will reattempt the delivery. I thought cancelling the order would be right decision because when I spoke to snapdeal customer support they said that the courier service has misplaced your shipment. I received an email that you can expect your refund in the next 6 days.

It's been 27th October now and the delivery has not been made yet and it's still showing the same message. Shipment exception, delay beyond our control. No specified date and time for delivery. The thing is that Snapdeal support are saying that they will only refund my money when the courier company will send back the product to seller. The courier company is not doing any activity since 12th October, so I don't know when they will attempt delivery or return it to seller.

Snapdeal Customer Support
What's the worst part of all this is the pathetic customer support they provide. When you call their customer care number, you have to wait atleast 15 minutes before the call connects to the customer care executive. So far I've made 6 calls on their support, costing me more than 100 and I'm yet to find closure.

Call 1
The executive told me that my product was misplaced and that's why it was delayed. He assured me that they will send it abhi before 18th October.

Call 2
He asked me to wait for further 6 days after 18th October as they are still reattempting delivery. I disconnected the phone right at the moment and submitted a cancel request.

Call 3
I was expecting my refund on 24th so I called and their customer support executive sympathized with me. He assured me that I don't have to call him again and he will make sure that I will get my refund in the next 24 hours. He also said that the courier company has misplaced my shipment.

Call 4
When the refund was not initiated in the next 24 hours I called again. This time their customer care executive told me that the previous person misinformed me and it was not their policy to refund money before the seller receives the cancelled item back. I explained him my situation and he said that he will provide me the courier company's number so that I can call them and ask why they are not delivering my product. I told him that it's not my responsibility to ask the courier company and that I've ordered the product from snapdeal and not from that courier company. He told me that he will escalate the issue to a senior level and I call again tomorrow to know the reason why delivery was not made in the first place.

Call 5
I called again next day that is today to know the reason why my order is stuck in the same place for the past 14 days and why the courier company never attempted delivery. The guy quickly dodged all my questions and he kept cross questioning me about irrelevant details. I had to remind him that he is sounding arrogant and he should answer what I asked him in the first place. He replied that he doesn't have the required information and he is forwarding my call to a senior level. He disconnected the call right away.

Call 6
I called again and this time a lady answered the phone. I was talking in Hindi and she said that she will answer me only if I can talk in English. The $#*! thought I'm an illiterate fool. So I again asked the same question that why my product is not delivered yet and she couldn't provide me an answer. I asked what happen if the courier company has misplaced the item, then it will never be going to return to seller. How will you refund my money then? She said that she doesn't know that information and she is quite sure that the courier company will reattempt delivery by 29th October and I have to return it right away to get my refund.

Facebook Support
I thought giving a look at their Facebook page and I noticed that a lot of people have the exact same problem which I have. I posted my grievance there. Within a minute I got a reply that they will resolve my problem and I have to just message them my order id in the message inbox. The truth is they were just pretending to help there. I gave my order id and I'm yet to hear anything from them.

So this is my experience of snapdeal. It was the first and last time I've used it. Not going to order from snapdeal ever again and I hope whoever is reading this will do the same.

Seriously guys, My only advice for you is that you refrain from using this site as you can't imagine the mental torture you are getting into. I will suggest you to use reliable brands like Flipkart and Amazon even if a product is a tad costlier their.