UZ
Unati Z
1 reviews | Active since Aug 2021
09 Sept 2025, 10:17
S24 order placed 30 August 2025 still not received
I ordered a phone s24 through the nedbank Avo app on 30th August 2025. Only on the 3rd of September I was contacted by Snapcraze to let me know they are out of stock for the colour of the phone I wanted. On email we then agreed with Snapcraze that I would wait for restock which was to take place yesterday (Monday). I then sent a follow up email to get an update on the order, but there was no response to my email. Today (Tuesday) I sent another email and tried to call countless times no response at all. I do not know what is happening with the order and Snapcraze could care less about providing an update on my order.
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Replies (1)
Snapcraze's replyOfficial
10 Sept 2025, 18:09Dear Unathi,
I would like to clarify that you did not place an order with Snapcraze directly, you purchased on a third-party platform which we supply; our delivery lead time differs on third party platforms ie. 2-4/ 3-5 business days & our support team & fulfilment process is completely separate from that of our website. Regardless of this; we acknowledge & sincerely apologise for your recent experience with our delayed fulfilment on the third-party platform for an end-of-line model (now discontinued).
While we understand the frustration a stock issue can cause & we take responsibility for this, Please note going forward; that if you order from a marketplace platform, you must continue all contact via that platform & not via any other website / platform as each support team has limited access to the relevant account / database. Contacting Snapcraze via *** if you’ve ordered via Nedbank Avo does not guarantee you’ll get assistance with an order you’ve placed on Nedbank Avo as Snapcraze support deals with general support queries for orders they manage & are able to access on our website. They do not have access to or knowledge of your order / arrangements made via Nedbank Avo’s portal - hence you need to communicate via Nedbank Avo support.
We regret that your order for an EOL model was delayed by 2 business days due to the colour being sold out, you were contacted by Snapcraze management to notify you & express our sincere apologies for this stock issue & were offered various solutions / ways forward:
Your response:
We maintain however that both Nedbank Avo & the relevant Snapcraze personnel who manages our Nedbank Avo account have indeed done everything possible to remedy the delivery delay, even going above & beyond due course procedures to do so, including providing a free gift to apologise for the 2 business day delay & communicating outside of Nedbank channels initially (which is against our SLA), however we do understand your frustration regarding the delay on our side. However since you did not purchase on our website, we requested that you remove your review from our Hello Peter profile & retain the review you’ve now posted on the relevant platform which you declined.
We continue to receive emails from you directly via our website, containing your bank account details to process your refund, even though your funds are with Nedbank Avo, as a result of this I have personally forwarded your email to them to action this to avoid any further disgruntlement.
UPDATE: I am glad to advise that Nedbank Avo has already confirmed receipt of your details & they have successfully processed your refund. Your funds may reflect immediately or within 2 business days depending on your bank.
We kindly request, to avoid any further frustration; that you communicate with Nedbank Avo support - they are extremely helpful & will ensure they assist as quickly & amicably as they can.
We hope that we have the opportunity to restore your faith in our service & we encourage you to get in touch with Nedbank Avo for any future orders.
Have a great day further & take care.
Kind Regards,
Kerry
I would like to clarify that you did not place an order with Snapcraze directly, you purchased on a third-party platform which we supply; our delivery lead time differs on third party platforms ie. 2-4/ 3-5 business days & our support team & fulfilment process is completely separate from that of our website. Regardless of this; we acknowledge & sincerely apologise for your recent experience with our delayed fulfilment on the third-party platform for an end-of-line model (now discontinued).
While we understand the frustration a stock issue can cause & we take responsibility for this, Please note going forward; that if you order from a marketplace platform, you must continue all contact via that platform & not via any other website / platform as each support team has limited access to the relevant account / database. Contacting Snapcraze via *** if you’ve ordered via Nedbank Avo does not guarantee you’ll get assistance with an order you’ve placed on Nedbank Avo as Snapcraze support deals with general support queries for orders they manage & are able to access on our website. They do not have access to or knowledge of your order / arrangements made via Nedbank Avo’s portal - hence you need to communicate via Nedbank Avo support.
We regret that your order for an EOL model was delayed by 2 business days due to the colour being sold out, you were contacted by Snapcraze management to notify you & express our sincere apologies for this stock issue & were offered various solutions / ways forward:
- We could dispatch your order in your chosen colour once stock was replenished - (this would’ve resulted in your order being dispatched in the new week). Additionally we also extended a free gift as a courtesy for the 2 business day delay of your order to apologise for any inconvenience caused, OR
- A full refund if you’d like to order from elsewhere since you expressed the urgency of needing a device, OR
- We offered you alternative colours for your consideration once again due to urgent need of your device - this would’ve resulted in delivery within the specified lead time
Your response:
- You initially asked for a refund,
- After which; you then advised you’re happy to wait for delivery of the Marble Gray as per your original order - delivery of which would take place this week. This was confirmed to us via Nedbank Avo.
- Upon receiving the expected stock replenishment of the colour you ordered, we booked your delivery with our courier partner as promised, however you then emailed asking for a refund once more alleging we are not doing what we promised & that you still haven’t received your order, neither have you received information on your delivery. Bearing in mind we share tracking details after the courier collects your order - which was expected just a few hours later.
We maintain however that both Nedbank Avo & the relevant Snapcraze personnel who manages our Nedbank Avo account have indeed done everything possible to remedy the delivery delay, even going above & beyond due course procedures to do so, including providing a free gift to apologise for the 2 business day delay & communicating outside of Nedbank channels initially (which is against our SLA), however we do understand your frustration regarding the delay on our side. However since you did not purchase on our website, we requested that you remove your review from our Hello Peter profile & retain the review you’ve now posted on the relevant platform which you declined.
We continue to receive emails from you directly via our website, containing your bank account details to process your refund, even though your funds are with Nedbank Avo, as a result of this I have personally forwarded your email to them to action this to avoid any further disgruntlement.
UPDATE: I am glad to advise that Nedbank Avo has already confirmed receipt of your details & they have successfully processed your refund. Your funds may reflect immediately or within 2 business days depending on your bank.
We kindly request, to avoid any further frustration; that you communicate with Nedbank Avo support - they are extremely helpful & will ensure they assist as quickly & amicably as they can.
We hope that we have the opportunity to restore your faith in our service & we encourage you to get in touch with Nedbank Avo for any future orders.
Have a great day further & take care.
Kind Regards,
Kerry
Snapcraze's reply10 Sept 2025, 18:09
Official
Dear Unathi,
I would like to clarify that you did not place an order with Snapcraze directly, you purchased on a third-party platform which we supply; our delivery lead time differs on third party platforms ie. 2-4/ 3-5 business days & our support team & fulfilment process is completely separate from that of our website. Regardless of this; we acknowledge & sincerely apologise for your recent experience with our delayed fulfilment on the third-party platform for an end-of-line model (now discontinued).
While we understand the frustration a stock issue can cause & we take responsibility for this, Please note going forward; that if you order from a marketplace platform, you must continue all contact via that platform & not via any other website / platform as each support team has limited access to the relevant account / database. Contacting Snapcraze via *** if you’ve ordered via Nedbank Avo does not guarantee you’ll get assistance with an order you’ve placed on Nedbank Avo as Snapcraze support deals with general support queries for orders they manage & are able to access on our website. They do not have access to or knowledge of your order / arrangements made via Nedbank Avo’s portal - hence you need to communicate via Nedbank Avo support.
We regret that your order for an EOL model was delayed by 2 business days due to the colour being sold out, you were contacted by Snapcraze management to notify you & express our sincere apologies for this stock issue & were offered various solutions / ways forward:
Your response:
We maintain however that both Nedbank Avo & the relevant Snapcraze personnel who manages our Nedbank Avo account have indeed done everything possible to remedy the delivery delay, even going above & beyond due course procedures to do so, including providing a free gift to apologise for the 2 business day delay & communicating outside of Nedbank channels initially (which is against our SLA), however we do understand your frustration regarding the delay on our side. However since you did not purchase on our website, we requested that you remove your review from our Hello Peter profile & retain the review you’ve now posted on the relevant platform which you declined.
We continue to receive emails from you directly via our website, containing your bank account details to process your refund, even though your funds are with Nedbank Avo, as a result of this I have personally forwarded your email to them to action this to avoid any further disgruntlement.
UPDATE: I am glad to advise that Nedbank Avo has already confirmed receipt of your details & they have successfully processed your refund. Your funds may reflect immediately or within 2 business days depending on your bank.
We kindly request, to avoid any further frustration; that you communicate with Nedbank Avo support - they are extremely helpful & will ensure they assist as quickly & amicably as they can.
We hope that we have the opportunity to restore your faith in our service & we encourage you to get in touch with Nedbank Avo for any future orders.
Have a great day further & take care.
Kind Regards,
Kerry
I would like to clarify that you did not place an order with Snapcraze directly, you purchased on a third-party platform which we supply; our delivery lead time differs on third party platforms ie. 2-4/ 3-5 business days & our support team & fulfilment process is completely separate from that of our website. Regardless of this; we acknowledge & sincerely apologise for your recent experience with our delayed fulfilment on the third-party platform for an end-of-line model (now discontinued).
While we understand the frustration a stock issue can cause & we take responsibility for this, Please note going forward; that if you order from a marketplace platform, you must continue all contact via that platform & not via any other website / platform as each support team has limited access to the relevant account / database. Contacting Snapcraze via *** if you’ve ordered via Nedbank Avo does not guarantee you’ll get assistance with an order you’ve placed on Nedbank Avo as Snapcraze support deals with general support queries for orders they manage & are able to access on our website. They do not have access to or knowledge of your order / arrangements made via Nedbank Avo’s portal - hence you need to communicate via Nedbank Avo support.
We regret that your order for an EOL model was delayed by 2 business days due to the colour being sold out, you were contacted by Snapcraze management to notify you & express our sincere apologies for this stock issue & were offered various solutions / ways forward:
- We could dispatch your order in your chosen colour once stock was replenished - (this would’ve resulted in your order being dispatched in the new week). Additionally we also extended a free gift as a courtesy for the 2 business day delay of your order to apologise for any inconvenience caused, OR
- A full refund if you’d like to order from elsewhere since you expressed the urgency of needing a device, OR
- We offered you alternative colours for your consideration once again due to urgent need of your device - this would’ve resulted in delivery within the specified lead time
Your response:
- You initially asked for a refund,
- After which; you then advised you’re happy to wait for delivery of the Marble Gray as per your original order - delivery of which would take place this week. This was confirmed to us via Nedbank Avo.
- Upon receiving the expected stock replenishment of the colour you ordered, we booked your delivery with our courier partner as promised, however you then emailed asking for a refund once more alleging we are not doing what we promised & that you still haven’t received your order, neither have you received information on your delivery. Bearing in mind we share tracking details after the courier collects your order - which was expected just a few hours later.
We maintain however that both Nedbank Avo & the relevant Snapcraze personnel who manages our Nedbank Avo account have indeed done everything possible to remedy the delivery delay, even going above & beyond due course procedures to do so, including providing a free gift to apologise for the 2 business day delay & communicating outside of Nedbank channels initially (which is against our SLA), however we do understand your frustration regarding the delay on our side. However since you did not purchase on our website, we requested that you remove your review from our Hello Peter profile & retain the review you’ve now posted on the relevant platform which you declined.
We continue to receive emails from you directly via our website, containing your bank account details to process your refund, even though your funds are with Nedbank Avo, as a result of this I have personally forwarded your email to them to action this to avoid any further disgruntlement.
UPDATE: I am glad to advise that Nedbank Avo has already confirmed receipt of your details & they have successfully processed your refund. Your funds may reflect immediately or within 2 business days depending on your bank.
We kindly request, to avoid any further frustration; that you communicate with Nedbank Avo support - they are extremely helpful & will ensure they assist as quickly & amicably as they can.
We hope that we have the opportunity to restore your faith in our service & we encourage you to get in touch with Nedbank Avo for any future orders.
Have a great day further & take care.
Kind Regards,
Kerry