Worse Customer Service - Products did not Even Deliver

Please read the following mail that i wrote to Snapdeal CEO Mr Kunal Bahl, and yes, he chose not to respond. When the top person is not bothered, u can think of how the company would be. Anyways, you can see my experience in the mail below :

Hello Kunal,
Thanks for accepting my request. There was some serious trouble that i am facing with snapdeal, and being a company owner myself, i thought it would be best to let you know whats happening on the ground since as owners its tough to micro manage and we rely on standards and methods to get us the results. But in my case, the whole process has gone incredibly wrong, here are the details :

Order No : 1265207506
My Phone: xxxxxxxxxxxxxxx

1. There were 2 things i ordered and was promised a shipping date of 1 week and 2 weeks from the order respectively.

2. The first order was a Mattress Protector to be shipped in 1 Week, it did ship in the said time but i got a wrong product and the invoice in it was with some other name.

3. I registered the complain online and reverse pickup was done. The problem is, i did not get any communication regarding my New ship date nor an email confirming reverse pickup, nothing.

4. After another week, i called the snapdeal care, and they told me that i have not given any reverse pickup NUMBER, so they cannot do anything.

5. Why on earth, i will think that snapdeal will not know anything about the reverse pickup unless i call these guys and tell the number. And moreover if i have not given it, snapdeal could followup with the support ticket to see if the issue was resolved. Nothing happened, and the gentleman on the phone blamed me for not giving the number.

6. Another week has passed, no communication from Snapdeal about my order, i called up again, the gentleman said, they did not receive the item back, kindly wait 24-48 hours, again called after 48 hours and this is a new guy and says wait for 24-48 hours.

7. the guys on the floor dont even allow you to vent out, they will interrupt and say wait for the said time and if there is anything else they can assist you with. CRAZY!!!

8. I am still not sure of the order (the first item) , mattress protector, still waiting for an email from snapdeal everyday, since calling demeans me and i hate the way the guys talk when u tell them something negative.

9. The second thing was Royale Mattress of about 32k approx, it was suppose to ship in about 2 – 2.5 weeks from the date of order.

10. I got the mail about it being shipped so that the delivery can happen on the promised date of 30th sept.

11. Casually when i checked the tracking info of the product, it use to take me to BlueDart and show me an error message. I thought of waiting and waited for a few days and called the snapdeal care to let them know that it was one day before delivery date and i see no tracking info on the site, is everything alright ?

12. The gentleman told, all is well, dont worry about tracking you will get your order on the said date and it did not come!!!

13. I called them and the guys had no clue. Please note i am calling again and again, no email from snapdeal, no reply on the customer complain ticket i raised. They said they’re raising a complain with logistics.

14. Again the no communication continues, and i called again and they keep saying 24-48 hours not matter what day u call. No clear idea of what happened to the order.

15. Feeling frustrated i sent an email to support mentioning i will file a dispute with my bank if i dont get a reply, and you know what, there was nothing. Hell!

16. Again i called, started venting out, and the gentleman interrupts as usual., makes his usual statement of 24-48 hours, and i angrily said, if i dont get my order, i will cancel it. I was threatening and shouting and the gentleman replies, “I have placed a cancel order request, it will be canceled” . Couldn’t imagine!!

17. Now the order status in snapdeal shows “Returned” , what a traumatic experience. I have nothing with me, the money was paid by card (27880.00), feeling hapless. Not sure whether the money is going to come back or how long will i have to struggle.

Which is precisely why i decided to get connected with you and let you know. I am sure you would want all your customers to be happy and snapdeal delivering more value all the time.

I hope you take a serious note of this and bother to reply.

Thanks Kunal.