Misleading, false advertising and disappointing customer service.

I started using Snatcher this year and have been a very satisfied customer. However, I recently placed an order and on delivery, 3 of the items did not fit size-wise. I emailed Snatcher and requested to return the items.

I received the following response: "As per snatcher policy customers are liable to return unwanted items. A handling fee of 15% will be deducted from the refund price . Ensure that the item is placed in its original packaging and then placed into another box so that the original packaging is not damaged . NB - Upon arrival at the Snatcher Warehouse, the item will go through an inspection process , should we find that the item is not in an acceptable condition. We regret to inform you that we will not refund or replace the item. The customer is then liable to arrange for the item to be collected from Snatcher Warehouse . Items will only be accepted if in original packaging , unused and not damaged // modified in anyway ."

In response, I sent the following email to Snatcher: "I am slightly confused and annoyed by your reply. On the Snatcher webpage, the panel on the left hand side clearly states "Free Returns". I have read your Returns Policy and it appears that "Free Returns" only applies if the item is faulty/broken. The words "Free Returns" in my opinion, is misleading and false advertising. In my instance, I am not wanting to return the items due to "Change of Heart (Not Wanting the Products Anymore)", but because the description of one of the items I purchased does not give a size and one of the other items gives a misleading description, e.g. • Snuggie Super Soft Fleece Blanket: No size indication. Sadly, if I had paid attention to the reviews from people who purchased this item, I would have been alerted to the fact that the sizing is small which is the reason I want to return it - NOT because I do not want the product anymore! • Stretchable Hanging Organizer Racks: I ordered 4 of these racks as the description clearly states "fits most standard refrigerator shelves". The racks do not fit the shelves in my fridge even though it is a standard fridge and therefore, I want to return the racks - NOT because I do not want the product anymore!"

I received the below response from the Snatcher Customer Support Agent: "Please be advised unfortunately according to our policy you are liable to send the items back to Snatcher. Items are not faulty or damaged, and we have sent you the correct items you ordered. Please be advised we have stated the description and sizes of the items on our website."

Sadly, I will no longer use Snatcher as I find their inflexible attitude unfavourable and not worthy of support. Their statement "Free Returns" on their website is definitely misleading and false advertising.