NEVER USING SNATCHER AGAIN!

In short I ordered a keyboard and mouse and returned 11th April, had to follow up regarding collection and only did this on the 17th April, 18th April I has to collect up if the warehouse had received it. Got confirmation that they will be replacing the item, I asked for a refund and was told by the customer Serve agent to supply my bank details and the refund will be done within 7 days. On the 2 May (way more the 7 days later) I enquired about my refund. Received this reply "We apologize for the delay in your refund .We have escalated your refund to our accounts department and will ensure that your refund is processed timeously"

On the 3rd May I got a message to say my replacement order was being delivered. I sent the messages to Kabelo the agent I had been dealing with.

On the 6th May Kabelo sent this. "We sincerely apologize for the delay in processing your refund. Your satisfaction is incredibly important to us, and we are committed to resolving this matter as swiftly as possible. I am pleased to inform you that we have escalated your refund request to our accounts department. They are now prioritizing your case and are dedicated to ensuring that your refund is processed without further delay.Thank you for your patience and understanding throughout this process. If you have any questions or require further assistance, please don't hesitate to reach out to us directly?

On the 7th April, the replacement- THAT I NEVER REQUESTED" was delivered and I sent it back immediately.

On the 9th of April after Being told, 3 DAYS AGO, being told "They are now prioritizing your case and are dedicated to ensuring that your refund is processed without further delay". To my complete disbelieve the WHOLE STORY now changes and I get this - "Kindly take note that upon testing and evaluating the items. The supplier everything is working perfectly the mouse just needs to push the tab so that it clicks. Kindly take note that if your don't want the item it will fall under our unwanted policy attached below 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. All electrical items have a six month warranty , unless specified otherwise."

My reply was as follows: This is an absolute joke and before I take this to social media and make a MASSIVE deal of this complete incompetence, I suggest you go back and read YOUR emails and the commitment YOU PERSONALLY have made to me, and ensure that my refund is done and POP sent with immediate effect.

TODAY they have the check to send me the same message telling me that they will be deducting the 15% of my refund .

My reply " Love how this is the first time in over a month you have mentioned this! I returned the item as I didnt like it and added the point of it being cheap etc not for being broken. Give me my refund so I can be done dealing with you and snatcher as a business take the 15% at this point I could not care. What pathetic customer service!!! I'll make a note of this on social media, and hello peter. REST ASSURED this will be the last time I order from Snatcher."

Not even 20 minutes later - I receive this generic reply - "We sincerely apologize for the delay in processing your refund. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter swiftly.I'm pleased to inform you that we have escalated your refund request to our accounts department. They are now prioritizing your case and are dedicated to ensuring that your refund is processed without further delay.Thank you for your patience and understanding throughout this process. Should you have any questions or require further assistance, please don't hesitate to reach out to us directly."

FFS its Not even R200 Ive spend 100 time more in time and energy with this back and forward.

I am sticking to my word and NEVER USING SNATCHER AGAIN!