Monday, August 19, 2013

Snapdeal.com: Online shopping disaster

Many people are wary of purchasing items from an online store and at times their reasons are quite invalid. Coming from a strong digital background, I personally motivate a lot of people around me to try out online shopping and that it isn't all that bad. However, when a first-time shopper has a bad experience you suddenly get reminded as to why people are wary of purchasing items online.

Problem:
An office colleague of mine was looking at purchasing new shoes and was browsing through the selection online. She asked me if these transactions are safe and I assured her that they were. After searching through various websites, we narrowed down to a pair of Slazenger shoes from Snapdeal.com. A good bargain and the comfort that an established organisation such as Snapdeal would not mess up, the transaction proceeded with no fear. The package arrived, on the date promised but what was inside the package was the most surprising. Most of the times the goods are damaged, used or not packed properly. Let the following image speak for itself.




In case you havent been able to fathom what they are, what you see there is not a pair of Slazenger shoes but two old coconuts. Yes, coconuts. The stuff that grows on trees by the beach that you crack open and relish the water, coconuts. It is probably the most outlandish and the last thing on the planet that you would expect to arrive in your package, but it did arrive in this case.

Obviously, my friend was extremely upset with this and the first reaction to this is to call the Snapdeal helpline and register a complaint. Snapdeal responded by requesting for 24 - 48 hours to rectify this issue, which to my mind is too much for a severe issue. Being a part of an advertising agency and with my knowledge of social media, we decided to take this war on their Twitter and Facebook accounts and collected a lot of people to rally against the brand and re-tweet our messages. 2 days of aggressive social media campaigning fell to deaf ears, to the extent that Snapdeal banned my friend from their Facebook page and even deleted her post. Not listening to a customer complaint on social media and ignoring them can have catastrophic results and as a social media evangelist, I have seen that happen.

Finally, almost 3 days later, Snapdeal has decided to act on Facebook and have made a return call to my friend, asking for some further details. A decision is awaited.

Issue Summary:
1. Coconuts coming in the package instead of shoes
2. Snapdeal takes 3 days to respond
3. Ignores all messages on Facebook, to the extent of deleting posts and banning people

Verdict:
E-Commerce in India is still at a nascent stage and it is these very issues that are turning customers away from shopping online. It appears that the courier company has had serious lapses with an employee stealing the shoes and replacing them with coconuts. Snapdeal needs to be sure of the courier companies they partner with and take all responsibility of delivering the right products to the customer. Not responding on social media at the first instance and having to take all the pain and efforts to get this resolved has ensured that Snapdeal has lost a customer along with the hundreds who have read of this instance. It has cemented the fact that e-commerce in India still has a long way to go and if these issues do not get resolved on the first instance, customer confidence will fail.

Update: 26/08/2013
4 days after this issue first came to light, Snapdeal finally got in touch with my friend and agreed to resend a replacement pair of shoes. This was promised to be dispatched instantly and would reach her day after. A courier tracking number was also promised to her.

On the day when the shoes were supposed to arrive, my friend had neither received a tracking number nor any further communication from Snapdeal. Upon calling them they learnt that they have still not sent the shoes out since the company was shut due to a holiday. Snapdeal agreed to send out the shoes immediately along with a tracking number. As on 26th August, 2013, the shoes are still awaited and it has been 10 days now since this issue was first reported.

It is extremely shameful that inspite of all the efforts and the complaints that have been going to Snapdeal, they have been extremely lethargic in resolving them. From giving commitments that they don't stick to and taking days to investigate and come up with solutions is not what a premiere brand such as them should be doing. Our efforts to petition to Snapdeal via social media would continue until my friend receives her shoes, in the exact manner in which she placed her order and I would request all readers to continue spreading this message until a resolution is reached.

Update: 07/09/2013
Finally, after all the petitioning and the back and forth that took place, Snapdeal agreed to refund my friend her money and also give the shoes to her for free. The free shoes were dispatched soon after and reached her on the 30th of August with a hand-written apology letter. The money remitting took quite some time to take place and finally arrived in her bank account on the 6th of September.

Overall, Snapdeal seems to have handled the issue quite badly and has made a big mess of things. From second shipment not arriving, social media disaster and delays in fulfilling commitments, Snapdeal needs to tighten it;s belt and improve on its service quality and offerings if it wishes to retain customers. It took Snapdeal close to 3 weeks to put this problem to rest, something which could have been done much better and faster. Comparing this to Jabong, another friend of mine too had ordered shoes from them and their courier service seems to be far more organised and sorted over Snapdeal. In order to avoid courier companies from fumbling with orders, they have their own people taking care of deliveries and waits till the customer inspects the goods and OK's it. 

These issues need to stop surfacing if E-Commerce in India needs to take off. Every Tom, Dick and Harry thinks they can sell online but actually, cracking the E-Commerce wall in India is far bigger a task than most people think it is.

80 comments:

  1. The snapdeal saga was very horrible. There were STONES inside my package and also inside my product(hollow gym equipment). I had to spend round 300 Rs on the phone with them calling them every two days for more than a month. Also, they still have not returned my 200 Rs that I had to pay for octroi of which there was no disclaimer when I bought it and the courier guy just showed up asking us to pay for it or else he wouldnt give it to us. It has been horrible to say the least. I should also point out that this seems to be consistent only with snapdeal. I have used loads of other sites for shopping and my experience has been the exact opposite.
    Lesson: Do not expect companies based out of Delhi to be honest(very biased but this is pretty much gonna be my myntra while shopping online).

    ReplyDelete
    Replies
    1. when a first-time shopper has a bad experience you suddenly get reminded as to why people are wary of purchasing items online where can i sell my stuff online

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  2. Hi,
    We are working on this problem. We spoke to your friend yesterday and we asked for the images. She has agreed to send her the images. We'll close this on priority basis.

    Thanks,
    Team Snapdeal

    ReplyDelete
    Replies
    1. WONT YOU CHECK WHILE SENDING ??

      GTFO ..

      Delete
    2. Again an error... HEs not his friend.. a Colleague... :P

      Delete
    3. if it takes this much fuss to get your attention to customer issues, its not worth it. Also, its not just Snapdeal, I have had horrible experience with Infibeam as well. And I go with the verdict, customer experience with Indian e-commerce companies is horrible.

      Delete
    4. Hi,

      I do work in one of the leading e-commerce companies and am aware of this problem.

      This problem can happen due to the dishonesty from some channel partner (mostly courier partners). The items that are dispatched from warehouse are genuine. The problem happens when some dishonest guy replaces it with junk material.

      When such issues are reported by customer, a replacement should be shipped immediately. But usually they also do some followup on who was supposed to deliver the shipment to the customer and take appropriate action so that these events do not repeat in the same region.

      I agree that the issue should be communicated out better to the customer rather than just saying that they are looking into it. That can go a long way in allaying customer anxiety. Definitely blocking customers is not the best policy.

      Delete
    5. Thanks Snapdeal... A replacement package was promised by your team, awaiting delivery of the same.

      Delete
  3. I placed an order for a pair of philips headphones, but then soon realised that was not exactly what i looking for. I cancelled the order next day and even called the customer care to intimate them on it and asked them to refund my money i.e. Rs. 154. However, they told me that the cancellation request could not be taken at their end as they product was already shipped. They suggested that i should refuse to accept the product when delivered to me and that it would go back to their warehouse and then they will initiate the refund process. This was like in the second week of June 2013. I was assured on 26th June via email that the headphones have been received by them and the refund will soon be made. After endless emails and calls, the refund has not yet reached me. Every time im told they will arrange for a call back n refund on priority. Its really awkward to chase them for 154 bucks...Im shocked how they survive with this kind of service. Its more than 2 months now, and i yet have to receive an email from snapdeal or call back...and refund is far from hope. Pathetic customer service and an even pathetic website.

    ReplyDelete
    Replies
    1. It is sad that for such a meagre sum of money the company is not responding. Such issues need to be resolved ASAP.

      Delete
    2. I ran into a similar issue. Ordered a laptop internal hard disk on Snapdeal. The product listing was for a superior (spec-wise) albeit cheaper model of Seagate. But they shipped me an inferior (spec-wise) but higher priced model (i paid less). I had mixed feelings when i received the product. I thought let me use it, because in a way these specs don't make too much of a difference. But i was shocked when i checked for the warranty status. Seagate India site said the HD drive was a model meant to be sold by OEM's and that I should contact seller for warranty claims. THIS IS PLAIN UNACCEPTABLE. I got furious and called Snapdeal immediately. They patiently listened to the issue and immediately arranged for a pickup of the product for return. They promised a courier guy will pick it up at my location within 4 days and it happened. They then refunded the amount in the next 10 days. It was a painful wait, but they kept their promise. The lesson: Most issues will get resolved smoothly, but will take time.

      Delete
    3. Yes I agree with you. Most issues get resolved and some issues, due to some reason or the other, remain unsolved. It is tough for a large brand to manage so many occurances in a day. Yes, these instances are unacceptable but I am sure that if one talks properly and follows-up with the company then most of them do end up getting resolved.

      Delete
  4. Hi,

    I need support from you to fight with Travel Industries where generally people get cheated since payments are made in advance and since they be on outstations they can’t fight for their right as well

    I been cheated and due to wrong promises and miss management my holiday was spoiled, it not the only matter of money but it matter to get destroyed mentally as well, since we go on holiday to get refresh and recharge our energy to fight this mighty world and we come back with disgusted feeling and anger in mind since MONEY TIME ENEGERY all three are wasted due to these cheats.

    My experience goes as below I am giving details of services promised and not served. Detail discussion with Brand and their humiliating responses are mentioned below in trail mail

    My trip was planned by Travel Gravity (their corporate entity DI HOTEL PORT HOSPITALITY SERVICES PRIVATE LIMITED)

    address M/S TravelGravity Hospitality Services
    Address : Office No.123,2nd Floor, Raghuleela Mega Mall,
    Behind Poisur Depo,Kandivali (west), Mumbai-400 067,
    Maharashtra, INDIA.
    Tel : +91 22 65244120 / +91 22 65244121


    Trip was planned between July 27, 2013 to July 31, 2013, all detail were confirmed three to four times before making payments during talk and meet with them, but everything turned out wrong. That too when person travel on working days on leave without pay.

    Sr.No. Promises Services I Got

    1 Sleeper VOLVO Bus to Mahabaleshwar Got AC PUSH BACK seats
    2 Promised 2 Star Hotel Got Economy Hotel which was under renovations
    3 Roof Covered Swimming Pool Swimming Pool was not functioning\
    4 2N/3D Deluxe Room in Mahableshwar palace With All the facitlities Filthy rooms & no facilities were given as promised..Details are as per below
    5 Sightseeing to OLD Mahalabshwar and Panchgini on two different days Mr Mubarak visited me in OMNI and said he can’t go as he does not have additional couple for sightseeing he refused me and asked me to take refund from agent
    Had to hunt for transport myself & paid for Sightseeing additionally RS.1,000

    6 One day Free Stay at Lonawala for 15 – 16 people Voucher Says its for 10 people only, and after my mail many conditions added upon in that
    All other humiliations and very worst experience are been written in Trail mail, which are attached herewith for your reference

    Help me fight back & get teh REFUND...

    ReplyDelete
    Replies
    1. Hi Mihir,

      It is indeed disappointing to read about your experience. Being a social media evangelist I believe that brands who fail to respond to customers through the conventional form of communication should be reached out via social media so that they take attention of the problem and resolve it.

      Sadly, in your case, the individual who promised you the vacation may not have a presence on the social media space and hence all communication that we post here may never reach the company. Any talks on social media would fall to deaf ears and may never affect the travel agency. In such cases I believe you take the regular route of either taking this up with the company or file a court case against them. Social media would not help you here and if none of this works then I guess you would have to forget about it and move on in life.

      Delete
  5. Snapdeal is not Best but Better than other Indian online shopping portals. Ya, their response time really horrible who have no patience.
    I have deal with them for more than 10 orders (out of 10, one found partially damaged and 1 not found same quality as per said on product description page).
    I have got refund of damaged or not satisfactory product but which taken more than 2 weeks of time.
    Overall not satisfactory but encourage Snapdeal to upgrade their support (response time) & delivery system. Which may help us to make our habit to become e-commerce friendly.

    ReplyDelete
  6. This is very common with companies that run their own dispatch system. The packaging guys steal stuff and send garbage in the parcel. It is not the company's fault. That is why I keep saying you should listen to people from MNS.

    ReplyDelete
  7. I usually order through Flipkart and I have not had a bad experience yet. But such issues have to be taken seriously by majority of customers as these occurrences show breakages in their service management. I have decided to be wary of online purchase through Snapdeal. However I have to admit the problem with such big companies is that they have cumbersome processes to follow when it comes to customer issues basically due to a lot of dishonest customers trying take advantage. Obviously another reason is the robotic middle management do not have the spine to go ahead and take firm decisions.

    ReplyDelete
    Replies
    1. Yes i agree that companies usually have a very complex structure in place and that there are customers who try to fleece them but the least that such brands can do is acknowledge the customers communication and give them an instant reply that they are working on it. It is the lack or response that led us to take this campaign.

      Delete
  8. The service of Snapdeal is very nice. I bought a 6D worth 1.5 lacs and was delivered fast.
    Lamenting and criticizing a service is quite easy.
    But I feel Snapdeal is providing a very nice service at competitive pricing.
    Hats off to Indian e-commerce.
    A kinda social war to defame snapdeal is not the right thing.
    The only bad thing is people dont have patience.

    ReplyDelete
    Replies
    1. I agree with you that not every company is bad in what they do. There are some very satisfied customers and then there are some that are not.

      I disagree with you if we want to take something up on social media. If snapdeal is ignoring us for 3-4 days then there needs to be something done about it. It is about fulfilling what was promised and not the question of patience. If you have failed to live up to your promise and at the same time not acknowledged it, that is when a social media war is warranted. Even I handle many brands on social media and I understand everything that snapdeal is going through in the backdrop.

      Delete
  9. I had a similar experience with snap deal...I ordered for a shirt, got it delivered after 3 weeks.I ordered for a cotton shirt but a different one got delivered.When I asked for return, they were very polite, but no return was taken.I made at least 20 calls to them and finally I had to post the courier to them taking a risk...

    My advice is that "NEVER EVER SHOP FROM SNAPDEAL" THE SERVICE IS NOT JUST POOR, IT IS PATHETIC

    ReplyDelete
  10. krazy Sh*t ...
    Snapdeal service sucks ...dey deliver stuff afta ages ... Sometimes dey even forget...
    This thing sounds even more krazy ...
    Honest advice ... neva buy stuff usin cards..on such websites....always opt for COD...
    Hope this person gets da shoes soon ...!! n for free ... dey shud pay back da whole amount as well ...!!!

    ReplyDelete
  11. Snapdeal is good. I have bought quite a few things from there website.

    Devika
    Online shopping in India

    ReplyDelete
  12. A friend of mine ordered a particular color of a product & received another one without any intimation about this. Why would you want another color when you specifically chose one on their site? They too numerous days to resolve the matter after infinite phone calls & a waste of her precious time & money. The refund finally came almost 20days later. On the other hand, I ordered a pair of slippers supposedly branded "NUMERO UNO" however their rubber outsole which was stuck with some sort of local adhesive gave way & I am unable to use it as the slippers now are literally slippers on the road during the monsoons. I am disgusted with their service & do not wish to waste my time calling them. I am going to report this on every possible forum to warn innocent shoppers from their sham business.

    Thanks,
    Alvito

    ReplyDelete
  13. As a steady online shopper I want to say this is sad for people like me. You should really care while an online shopping store for doing shopping.

    ReplyDelete
  14. One of my experiences with Snapdeal. They gave fake waybill number. They claimed that order was not delivered because I was not available. Actually they never shipped it. - http://nitinkjain.blogspot.com/2013/09/not-delivered-due-to-my-non.html

    ReplyDelete
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    Snapdeal coupons provide a large number of daily use products online at very cost effective rates.

    ReplyDelete
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  18. Thanks for the helpful information..

    ReplyDelete
  19. Hi Aditya,

    I received a shipment against order number 1447676139 dated 23rd November vide shipment number 101317574 ECOM Express on 28th November 2013. To my shock I received a stone instead of LG G2 phone worth Rs 41963. I called up Snapdeal.com customer care and I received a very causal response, "we will get back with in the next 48 hrs". I have sent them pictures and gave them all the details but they haven't got back to me yet. I do understand that if the delivered item is damaged or not as advertised then they can take time. But this is a open and shut case which they should take it very seriously.

    Request you to help me out as well as I am not good with social media.

    Regards,
    Guru

    ReplyDelete
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  27. I was working for the return request of an item which i ordered on 11-march 2014. Till today I was not given a very clear answer. First of all , whenever I call to customer care, the answer was very rude and its like a recorded voice without listening to what is the customer problem and what can be the answer. Sorry to say that I am really exhausted with the procedure. I am not sure still how long I have work for the return. Let me publish this in am common forum so that everybody will understand what is the customer care can do for them.

    Please try to understand the problme of customer , when I spoke to the representative he was very that I cannnot do anything...... Then why such a big custmer care.....................

    ReplyDelete
  28. Totally unfit customer care. Pls avoid shopping. We will think on line shopping saves our time but Snapdeal kills our time by the follow up .It is ridiculous.

    Totally such a waste customer care team. Not to know how to talk ... Where should we say the problem . Please everybody try to say to your friends and relatives dont waste time in Snapdeal.com

    ReplyDelete
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    ReplyDelete
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