VD
VISHALA D
1 reviews | Active since May 2013
13 Dec 2024, 10:57
Snapcraze
I generally do not put out reviews. Needs to be a very bad service. In this case 2 issues and both not addressed professionally by the "co-owner" Keri. 1 - Delivery obligations not fulfilled as promised (within 2-3 days) and no apologies given for this. 2 - No returns on faulty items. Instead you must now contact the manufacturer directly to make good on the warranty.
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Replies (2)
Snapcraze's replyOfficial
13 Dec 2024, 11:35Dear Vishala,
We are extremely sorry for your dissatisfaction with our service for the purchase of your Samsung Galaxy Buds purchased during our End of year Sale period 🙏
Upon reading your review; we conducted an investigation into your claims & upon viewing your order we can confirm the following:
Order placed on our website: 29th November 2024 at 08:09 AM
(Black Friday)
ORDER DISPATCHED: 29th November 2024 at 16:24 PM (Same day - Black Friday)
Delivery RECEIVED: Wednesday, 4th December 2024, 15:25 (3rd business day as promised)
Courier Guy attempted to deliver on Monday (1st business day) & again on Tuesday (2nd business day) - finally you were available on Wednesday (3rd business day) & received delivery.
According to your recorded communication with Kerry via telephone after the Courier Guy’s multiple attempts to deliver to you, Kerry did in fact apologize for your dissatisfaction & failed delivery attempts despite your unavailability to receive the Courier Guy’s call on 2 occasions. You stated on your call before accepting delivery “I am not happy that my parcel is being transported up & down for 2 days in the heat & it’ll damage the product” - to which we assured you this was not possible. You then proceeded to state “remember this conversation & if I have any issue with the product I will call you”.
A week later of having your product in your possession & using the Earbuds, you then contacted us claiming you’d like a refund as you vaguely stated the “item is faulty” - you did not provide further details.
We advised as per any store; that If the item is indeed faulty; as per any reputable reseller, your product is covered by a manufacturer warranty (Samsung) & assisted you by providing various service centre addresses & contact details for them to assess the item & if found to be faulty, have it repaired or replaced under your manufacturer warranty. You did not wish to book it in with Samsung & we then offered to collect your item, book it in with Samsung personally & redeliver to you; the courier cost then would be invoiced to you - as this goes above our SLA (we do free collections/ redeliveries for warranty claims on items valued above R10000) - however we were happy to make a concession for you - which you rejected & instead you proceeded to tarnish our reputation with a negative review.
While we value our client’s feedback, we strongly disagree with the dishonest manner in which you’ve dealt with our team. If you did not want the item for any reason, a simple email indicating your intention to return the item before opening it would have been appreciated & we would’ve refunded you within 1-2 business days.
We sincerely apologize for your dissatisfaction & while we don’t agree with the content of your review - we still remain committed to assisting you as a valued client of Snapcraze. We humbly request that you get in touch with us to take us up on our offer to assist you if indeed your item if faulty, the normal process is to book your device in with a Samsung service centre - however we always avail ourselves for additional support should you encounter issues with the service centre for warranty claims. We will never & have never turned a client away for any reason/ issue whatsoever & we do not intend to as this is not in line with the ethos of our store.
We remain available for assistance & wish you a wonderful day further
Warm Regards,
Your Snapcraze-ee Fam
We are extremely sorry for your dissatisfaction with our service for the purchase of your Samsung Galaxy Buds purchased during our End of year Sale period 🙏
Upon reading your review; we conducted an investigation into your claims & upon viewing your order we can confirm the following:
Order placed on our website: 29th November 2024 at 08:09 AM
(Black Friday)
ORDER DISPATCHED: 29th November 2024 at 16:24 PM (Same day - Black Friday)
Delivery RECEIVED: Wednesday, 4th December 2024, 15:25 (3rd business day as promised)
Courier Guy attempted to deliver on Monday (1st business day) & again on Tuesday (2nd business day) - finally you were available on Wednesday (3rd business day) & received delivery.
According to your recorded communication with Kerry via telephone after the Courier Guy’s multiple attempts to deliver to you, Kerry did in fact apologize for your dissatisfaction & failed delivery attempts despite your unavailability to receive the Courier Guy’s call on 2 occasions. You stated on your call before accepting delivery “I am not happy that my parcel is being transported up & down for 2 days in the heat & it’ll damage the product” - to which we assured you this was not possible. You then proceeded to state “remember this conversation & if I have any issue with the product I will call you”.
A week later of having your product in your possession & using the Earbuds, you then contacted us claiming you’d like a refund as you vaguely stated the “item is faulty” - you did not provide further details.
We advised as per any store; that If the item is indeed faulty; as per any reputable reseller, your product is covered by a manufacturer warranty (Samsung) & assisted you by providing various service centre addresses & contact details for them to assess the item & if found to be faulty, have it repaired or replaced under your manufacturer warranty. You did not wish to book it in with Samsung & we then offered to collect your item, book it in with Samsung personally & redeliver to you; the courier cost then would be invoiced to you - as this goes above our SLA (we do free collections/ redeliveries for warranty claims on items valued above R10000) - however we were happy to make a concession for you - which you rejected & instead you proceeded to tarnish our reputation with a negative review.
While we value our client’s feedback, we strongly disagree with the dishonest manner in which you’ve dealt with our team. If you did not want the item for any reason, a simple email indicating your intention to return the item before opening it would have been appreciated & we would’ve refunded you within 1-2 business days.
We sincerely apologize for your dissatisfaction & while we don’t agree with the content of your review - we still remain committed to assisting you as a valued client of Snapcraze. We humbly request that you get in touch with us to take us up on our offer to assist you if indeed your item if faulty, the normal process is to book your device in with a Samsung service centre - however we always avail ourselves for additional support should you encounter issues with the service centre for warranty claims. We will never & have never turned a client away for any reason/ issue whatsoever & we do not intend to as this is not in line with the ethos of our store.
We remain available for assistance & wish you a wonderful day further
Warm Regards,
Your Snapcraze-ee Fam
Snapcraze's reply13 Dec 2024, 11:35
Official
Dear Vishala,
We are extremely sorry for your dissatisfaction with our service for the purchase of your Samsung Galaxy Buds purchased during our End of year Sale period 🙏
Upon reading your review; we conducted an investigation into your claims & upon viewing your order we can confirm the following:
Order placed on our website: 29th November 2024 at 08:09 AM
(Black Friday)
ORDER DISPATCHED: 29th November 2024 at 16:24 PM (Same day - Black Friday)
Delivery RECEIVED: Wednesday, 4th December 2024, 15:25 (3rd business day as promised)
Courier Guy attempted to deliver on Monday (1st business day) & again on Tuesday (2nd business day) - finally you were available on Wednesday (3rd business day) & received delivery.
According to your recorded communication with Kerry via telephone after the Courier Guy’s multiple attempts to deliver to you, Kerry did in fact apologize for your dissatisfaction & failed delivery attempts despite your unavailability to receive the Courier Guy’s call on 2 occasions. You stated on your call before accepting delivery “I am not happy that my parcel is being transported up & down for 2 days in the heat & it’ll damage the product” - to which we assured you this was not possible. You then proceeded to state “remember this conversation & if I have any issue with the product I will call you”.
A week later of having your product in your possession & using the Earbuds, you then contacted us claiming you’d like a refund as you vaguely stated the “item is faulty” - you did not provide further details.
We advised as per any store; that If the item is indeed faulty; as per any reputable reseller, your product is covered by a manufacturer warranty (Samsung) & assisted you by providing various service centre addresses & contact details for them to assess the item & if found to be faulty, have it repaired or replaced under your manufacturer warranty. You did not wish to book it in with Samsung & we then offered to collect your item, book it in with Samsung personally & redeliver to you; the courier cost then would be invoiced to you - as this goes above our SLA (we do free collections/ redeliveries for warranty claims on items valued above R10000) - however we were happy to make a concession for you - which you rejected & instead you proceeded to tarnish our reputation with a negative review.
While we value our client’s feedback, we strongly disagree with the dishonest manner in which you’ve dealt with our team. If you did not want the item for any reason, a simple email indicating your intention to return the item before opening it would have been appreciated & we would’ve refunded you within 1-2 business days.
We sincerely apologize for your dissatisfaction & while we don’t agree with the content of your review - we still remain committed to assisting you as a valued client of Snapcraze. We humbly request that you get in touch with us to take us up on our offer to assist you if indeed your item if faulty, the normal process is to book your device in with a Samsung service centre - however we always avail ourselves for additional support should you encounter issues with the service centre for warranty claims. We will never & have never turned a client away for any reason/ issue whatsoever & we do not intend to as this is not in line with the ethos of our store.
We remain available for assistance & wish you a wonderful day further
Warm Regards,
Your Snapcraze-ee Fam
We are extremely sorry for your dissatisfaction with our service for the purchase of your Samsung Galaxy Buds purchased during our End of year Sale period 🙏
Upon reading your review; we conducted an investigation into your claims & upon viewing your order we can confirm the following:
Order placed on our website: 29th November 2024 at 08:09 AM
(Black Friday)
ORDER DISPATCHED: 29th November 2024 at 16:24 PM (Same day - Black Friday)
Delivery RECEIVED: Wednesday, 4th December 2024, 15:25 (3rd business day as promised)
Courier Guy attempted to deliver on Monday (1st business day) & again on Tuesday (2nd business day) - finally you were available on Wednesday (3rd business day) & received delivery.
According to your recorded communication with Kerry via telephone after the Courier Guy’s multiple attempts to deliver to you, Kerry did in fact apologize for your dissatisfaction & failed delivery attempts despite your unavailability to receive the Courier Guy’s call on 2 occasions. You stated on your call before accepting delivery “I am not happy that my parcel is being transported up & down for 2 days in the heat & it’ll damage the product” - to which we assured you this was not possible. You then proceeded to state “remember this conversation & if I have any issue with the product I will call you”.
A week later of having your product in your possession & using the Earbuds, you then contacted us claiming you’d like a refund as you vaguely stated the “item is faulty” - you did not provide further details.
We advised as per any store; that If the item is indeed faulty; as per any reputable reseller, your product is covered by a manufacturer warranty (Samsung) & assisted you by providing various service centre addresses & contact details for them to assess the item & if found to be faulty, have it repaired or replaced under your manufacturer warranty. You did not wish to book it in with Samsung & we then offered to collect your item, book it in with Samsung personally & redeliver to you; the courier cost then would be invoiced to you - as this goes above our SLA (we do free collections/ redeliveries for warranty claims on items valued above R10000) - however we were happy to make a concession for you - which you rejected & instead you proceeded to tarnish our reputation with a negative review.
While we value our client’s feedback, we strongly disagree with the dishonest manner in which you’ve dealt with our team. If you did not want the item for any reason, a simple email indicating your intention to return the item before opening it would have been appreciated & we would’ve refunded you within 1-2 business days.
We sincerely apologize for your dissatisfaction & while we don’t agree with the content of your review - we still remain committed to assisting you as a valued client of Snapcraze. We humbly request that you get in touch with us to take us up on our offer to assist you if indeed your item if faulty, the normal process is to book your device in with a Samsung service centre - however we always avail ourselves for additional support should you encounter issues with the service centre for warranty claims. We will never & have never turned a client away for any reason/ issue whatsoever & we do not intend to as this is not in line with the ethos of our store.
We remain available for assistance & wish you a wonderful day further
Warm Regards,
Your Snapcraze-ee Fam
VD
VISHALA D's updateReviewer Update
13 Dec 2024, 12:15Hi I will go to Samsung to make good on the warranty. This is the first Samsung item I have purchased that has started acting up within a week of use. So now I do wish I had just purchased directly from Samsung and paid the extra R1000 for piece of mind.
In terms of your account of the delivery, I am surprised at how comfortable you are to convey factually incorrect information publicly! Keri told me that the Courier Guy confirmed that the delivery was delayed and they acknowledged that they did not try to contact me for 3 days. It was I that made the call and then the delivery was fast tracked when I gave an ultimatum.
Will not be using you again but I sure hope you make good if there is an issue with the Samsung warranty which you say is in place!
In terms of your account of the delivery, I am surprised at how comfortable you are to convey factually incorrect information publicly! Keri told me that the Courier Guy confirmed that the delivery was delayed and they acknowledged that they did not try to contact me for 3 days. It was I that made the call and then the delivery was fast tracked when I gave an ultimatum.
Will not be using you again but I sure hope you make good if there is an issue with the Samsung warranty which you say is in place!
VD
VISHALA D's update13 Dec 2024, 12:15
Reviewer Update
Hi I will go to Samsung to make good on the warranty. This is the first Samsung item I have purchased that has started acting up within a week of use. So now I do wish I had just purchased directly from Samsung and paid the extra R1000 for piece of mind.
In terms of your account of the delivery, I am surprised at how comfortable you are to convey factually incorrect information publicly! Keri told me that the Courier Guy confirmed that the delivery was delayed and they acknowledged that they did not try to contact me for 3 days. It was I that made the call and then the delivery was fast tracked when I gave an ultimatum.
Will not be using you again but I sure hope you make good if there is an issue with the Samsung warranty which you say is in place!
In terms of your account of the delivery, I am surprised at how comfortable you are to convey factually incorrect information publicly! Keri told me that the Courier Guy confirmed that the delivery was delayed and they acknowledged that they did not try to contact me for 3 days. It was I that made the call and then the delivery was fast tracked when I gave an ultimatum.
Will not be using you again but I sure hope you make good if there is an issue with the Samsung warranty which you say is in place!