Jehane Marais

Concerning issue regarding an order I recently placed with Snatcher Online, and the subsequent response from their customer support agent, Ismaeel Rahim.

Upon receiving my order, I discovered several discrepancies with the item received, which I believe warrant immediate attention and resolution. I initially contacted Snatcher Online regarding these concerns, and while I appreciate Mr. Rahim's prompt response, I am deeply dissatisfied with the outcome.

Here are the specific issues I encountered with the product:

Incorrect Brand and Misleading Representation: The item I received is not the same brand as advertised. The product listing showcased a raincoat of a particular brand, yet the item I received was of a different brand altogether. This misrepresentation is unacceptable. Poor Quality and Material Discrepancies: The quality of the received raincoat does not align with the image and description provided on the website. The raincoat's plastic is notably thinner than expected, and the inner lining is so thin that it is almost see-through. This stark deviation from the advertised quality is highly disappointing. Discrepancy in Value: The item's actual value is significantly lower than the price I paid. While I purchased the raincoat for R750, its actual worth is approximately R1400. This vast difference in value, coupled with the subpar quality of the product received, is wholly unacceptable. In my correspondence with Mr. Rahim, he indicated that the supplier confirmed the item received was as per the order placed. Furthermore, Snatcher Online's policy places the responsibility on customers for returning unwanted items, including a handling fee of 15% deducted from the refund price, as well as the requirement for customers to cover courier costs.

While I understand the need for return policies, I find it unjust that I am held accountable for returning an item that does not meet the specifications outlined in the product listing. Additionally, the stringent conditions imposed on returning items, including the risk of not receiving a refund or replacement if the item is deemed unacceptable upon inspection, are deeply concerning and unfair.