JC
John C
1 reviews | Active since Jun 2010
11 Mar 2022, 16:31
No refund provided
I bought a cellphone from Snapcraze on the 13th January 2022 and paid by EFT but forgot to add the "craze100" discount code on checkout. I wrote to *** asking if I could still get the R100 discount and got a reply from Kerry Rodricques saying I was welcome to send my bank details to them to receive a refund of the R100. I sent the details to her on the 13th January but after receiving no refund by the 27th January I asked again. I again enquired about the discount on the 14th February, but to date have received no replies or refund. I can see that the emails have been read, so I'm assuming that this is an attitude of once the sale has been made, who cares after that. There are plenty of places to buy cellphones, so I'm surprised at the attitude.
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Replies (3)
Snapcraze's replyOfficial
11 Mar 2022, 17:54Dear John,
R100 COUPON REFUND
We would like to clarify that account queries are always taken up with our accounts department directly as they have access to payments and can action coupon refunds. I’d like to be clear that you are not asking for a refund for your order which we have not processed but you are asking for us to refund you an amount for a R100 coupon which you did not apply at checkout - which Kerry would have graciously agreed to and instructed accounts to action - despite this not being our policy.
I have followed up with accounts and they’ve advised that they had erroneously closed the ticket Kerry opened for you for your coupon refund of R100. It is disappointing that if an email failed, you have not called to let Kerry or any of our team members know of your frustrations concerning this before posting such a review stating we don’t care after we’ve taken your money - if this was the case we would not have agreed to refund you for a coupon you hadn’t used - it is not within any stores policy to do this as it is a complicated and sometimes difficult issue to communicate & resolve with accounts - as you can see.
IMMEDIATE REFUND ON RECEIPT OF ORDER NUMBER
However, we would like to sincerely apologise for not following up with you on the coupon refund and ensuring it was done in a timeous manner - had this been brought to management’s attention they would have had it sorted immediately. All the above aside we understand that we could have and will do a better job communicating in-house and ensuring coupon refunds are processed efficiently as possible where necessary. Please send us your order number and bank details to *** or *** directly and we will ensure your R100 is refunded IMMEDIATELY.
Thank you for reaching out & we look forward to resolving your issue and restoring your trust and satisfaction in our services.
Have a wonderful weekend.
Kind Regards,
The Snapcraze team
R100 COUPON REFUND
We would like to clarify that account queries are always taken up with our accounts department directly as they have access to payments and can action coupon refunds. I’d like to be clear that you are not asking for a refund for your order which we have not processed but you are asking for us to refund you an amount for a R100 coupon which you did not apply at checkout - which Kerry would have graciously agreed to and instructed accounts to action - despite this not being our policy.
I have followed up with accounts and they’ve advised that they had erroneously closed the ticket Kerry opened for you for your coupon refund of R100. It is disappointing that if an email failed, you have not called to let Kerry or any of our team members know of your frustrations concerning this before posting such a review stating we don’t care after we’ve taken your money - if this was the case we would not have agreed to refund you for a coupon you hadn’t used - it is not within any stores policy to do this as it is a complicated and sometimes difficult issue to communicate & resolve with accounts - as you can see.
IMMEDIATE REFUND ON RECEIPT OF ORDER NUMBER
However, we would like to sincerely apologise for not following up with you on the coupon refund and ensuring it was done in a timeous manner - had this been brought to management’s attention they would have had it sorted immediately. All the above aside we understand that we could have and will do a better job communicating in-house and ensuring coupon refunds are processed efficiently as possible where necessary. Please send us your order number and bank details to *** or *** directly and we will ensure your R100 is refunded IMMEDIATELY.
Thank you for reaching out & we look forward to resolving your issue and restoring your trust and satisfaction in our services.
Have a wonderful weekend.
Kind Regards,
The Snapcraze team
Snapcraze's reply11 Mar 2022, 17:54
Official
Dear John,
R100 COUPON REFUND
We would like to clarify that account queries are always taken up with our accounts department directly as they have access to payments and can action coupon refunds. I’d like to be clear that you are not asking for a refund for your order which we have not processed but you are asking for us to refund you an amount for a R100 coupon which you did not apply at checkout - which Kerry would have graciously agreed to and instructed accounts to action - despite this not being our policy.
I have followed up with accounts and they’ve advised that they had erroneously closed the ticket Kerry opened for you for your coupon refund of R100. It is disappointing that if an email failed, you have not called to let Kerry or any of our team members know of your frustrations concerning this before posting such a review stating we don’t care after we’ve taken your money - if this was the case we would not have agreed to refund you for a coupon you hadn’t used - it is not within any stores policy to do this as it is a complicated and sometimes difficult issue to communicate & resolve with accounts - as you can see.
IMMEDIATE REFUND ON RECEIPT OF ORDER NUMBER
However, we would like to sincerely apologise for not following up with you on the coupon refund and ensuring it was done in a timeous manner - had this been brought to management’s attention they would have had it sorted immediately. All the above aside we understand that we could have and will do a better job communicating in-house and ensuring coupon refunds are processed efficiently as possible where necessary. Please send us your order number and bank details to *** or *** directly and we will ensure your R100 is refunded IMMEDIATELY.
Thank you for reaching out & we look forward to resolving your issue and restoring your trust and satisfaction in our services.
Have a wonderful weekend.
Kind Regards,
The Snapcraze team
R100 COUPON REFUND
We would like to clarify that account queries are always taken up with our accounts department directly as they have access to payments and can action coupon refunds. I’d like to be clear that you are not asking for a refund for your order which we have not processed but you are asking for us to refund you an amount for a R100 coupon which you did not apply at checkout - which Kerry would have graciously agreed to and instructed accounts to action - despite this not being our policy.
I have followed up with accounts and they’ve advised that they had erroneously closed the ticket Kerry opened for you for your coupon refund of R100. It is disappointing that if an email failed, you have not called to let Kerry or any of our team members know of your frustrations concerning this before posting such a review stating we don’t care after we’ve taken your money - if this was the case we would not have agreed to refund you for a coupon you hadn’t used - it is not within any stores policy to do this as it is a complicated and sometimes difficult issue to communicate & resolve with accounts - as you can see.
IMMEDIATE REFUND ON RECEIPT OF ORDER NUMBER
However, we would like to sincerely apologise for not following up with you on the coupon refund and ensuring it was done in a timeous manner - had this been brought to management’s attention they would have had it sorted immediately. All the above aside we understand that we could have and will do a better job communicating in-house and ensuring coupon refunds are processed efficiently as possible where necessary. Please send us your order number and bank details to *** or *** directly and we will ensure your R100 is refunded IMMEDIATELY.
Thank you for reaching out & we look forward to resolving your issue and restoring your trust and satisfaction in our services.
Have a wonderful weekend.
Kind Regards,
The Snapcraze team
Snapcraze's replyOfficial
11 Mar 2022, 18:05Dear John,
Our head of accounts has processed your refund and actioned for immediate clearance of the amount of R100 at 17:59 PM today. The bank has also sent you proof of payment to *********** . Furthermore your emails have been removed from spam and you will now be able to communicate via email if you’d like *********** or call us on **********.
Once again we apologise for any inconvenience caused & we thank you sincerely for your patience. It is greatly appreciated.
Have a great weekend.
Our head of accounts has processed your refund and actioned for immediate clearance of the amount of R100 at 17:59 PM today. The bank has also sent you proof of payment to *********** . Furthermore your emails have been removed from spam and you will now be able to communicate via email if you’d like *********** or call us on **********.
Once again we apologise for any inconvenience caused & we thank you sincerely for your patience. It is greatly appreciated.
Have a great weekend.
Snapcraze's reply11 Mar 2022, 18:05
Official
Dear John,
Our head of accounts has processed your refund and actioned for immediate clearance of the amount of R100 at 17:59 PM today. The bank has also sent you proof of payment to *********** . Furthermore your emails have been removed from spam and you will now be able to communicate via email if you’d like *********** or call us on **********.
Once again we apologise for any inconvenience caused & we thank you sincerely for your patience. It is greatly appreciated.
Have a great weekend.
Our head of accounts has processed your refund and actioned for immediate clearance of the amount of R100 at 17:59 PM today. The bank has also sent you proof of payment to *********** . Furthermore your emails have been removed from spam and you will now be able to communicate via email if you’d like *********** or call us on **********.
Once again we apologise for any inconvenience caused & we thank you sincerely for your patience. It is greatly appreciated.
Have a great weekend.
JC
John C's updateReviewer Update
13 Mar 2022, 17:41Thank you, I have received the refund. I think my emails are abundantly clear when asking for the refund that I wasn't sure if I still qualified for it (a simple "no" would have sorted out the situation then and there) which was then followed by your initial reply indicating it was no problem to issue the refund followed by no replies to my ongoing queries. Spam folder? If you insist. Technically or otherwise, I don't think this was handled very well. Hey, that's what Hellopeter is for! It could have been worse actually. I was about to relate my little story to over 5000 Facebook followers (a mainly young middle-class demographic).
JC
John C's update13 Mar 2022, 17:41
Reviewer Update
Thank you, I have received the refund. I think my emails are abundantly clear when asking for the refund that I wasn't sure if I still qualified for it (a simple "no" would have sorted out the situation then and there) which was then followed by your initial reply indicating it was no problem to issue the refund followed by no replies to my ongoing queries. Spam folder? If you insist. Technically or otherwise, I don't think this was handled very well. Hey, that's what Hellopeter is for! It could have been worse actually. I was about to relate my little story to over 5000 Facebook followers (a mainly young middle-class demographic).