Order # 350497 - Issues with purchase and refund!

I created an order on the 29th of December 2023 and paid via PayFlex. The funds were reserved in my bank account (so technically paid), but the Snatcher website did not update and issue me an order number, so no order was actively placed, and my cart remained full. I immediately tried calling the number on the Snatcher website but was referred to an email address, so I sent an email explaining the situation, and logged an issue on the website, and made contact on Facebook Messenger. I received a response 3 hours later stating that "we have not verified payment for your order as yet" with a request to attach a proof of payment, which I provided.

I continued getting automated reminders from Snatcher stating that my cart was full and prompting me to complete my order.

On the 30th of December 2024, I tried to complete the order again but got a popup stating "Technical error! We found this checkout already paid. Please contact with developer", which I forwarded to the *** email address.

I constantly refreshed my Snatcher account, but still no order was logged, so I escalated again via the help email address on the 2nd of January 2024, also noting that the sale was over so the prices displaying in my cart were higher than the prices I paid for the items in the order on the 29th of December 2023. I then followed up three more times on that day, but no responses.

Finally, 24 hours after my last email, on the 3rd of January 2024, I received assistance on Facebook Messenger, advising me to complete the order using the direct bank transfer option. This created an order (350497) and advised that the turnaround time was between 7 - 10 business days.

Great!

On the 16th of January, I responded on the email thread that nine business days had passed, and I still didn't get any updates on my order, nor had I received a tracking number to indicate that the order was complete or was being shipped.

On the 17th of January, I received feedback that they were awaiting the fulfilment of three of my items from the supplier. I queried how long this would take as it was now ten business days since my order was formally logged.

On the 18th of January, I received an apology for delays in communication regarding my order, and that they could no longer get the three items that they were waiting for, and suggested an alternative, which I accepted within 2 hours.

I then heard nothing until I followed up for ETA of delivery on the 22nd of January, and was promptly sent tracking details.

The order was delivered on the 23rd of January, but I emailed yet again on the 24th of January as two items were missing completely, and one item was the incorrect colour (which I said was not a big issue, so that was fine, technically). I received a response that "It has come to our attention that we are no longer able to get the" items, and that "We would like to offer you a store credit voucher or a refund for the out of stock item". I then noticed that one of the items was not marked as out of stock and queried if the item could not just be sent to me, and the remaining less than R10 for the other item just be written off, or if the full credit amount for both items could be used to purchase a different item, and was told, again, that "We would like to offer you a store credit voucher or a refund for the out of stock item", so I just opted for a full refund for both out of stock items and asked what was required of me. I received a response stating, "Please advise if you would like it in a form or store credit or a refund", and to attach my banking details, to which I responded that I wanted a full refund and provided my banking details. I then received a response that my banking details had been forwarded to the accounts department to process a refund, and that there is a 7-day turnaround time for refunds. I then queried what the refund amount owed not me is (because the price I had paid originally was different from the prices at the time that the order was confirmed due to the sale being over) and received confirmation of the amount.

The 24th of January was a good day, with all the responses I received!

Then on the 31st of January, I requested an update on where my refund was as I hadn't received it yet and followed up again that afternoon. I received a response on the 1st of February stating "We humbly apologize for this delay in the process of your refund. We can assure you that our accounts department is working timeously to process all refunds. Your refund will be processed.".

On the 2nd of February, I stated that I still had not received my refund and queried when I would be getting my money. No response was received.

On the 5th of February, I rep**** again on the email thread that the situation was getting ridiculous now and asked for a date of when my refund would be done, to which I got a response "We apologize for the delay of your refund. Please be advised the accounts department is working as fast as possible to resolve the matter.". I then responded that this was exactly what had been said 4 days prior and asked what the hold-up was. No response was received.

I emailed again on the 6th of February stating that still no refund was received, and confirmed that the 7-day turnaround time on refunds, as advised by Snatcher, was the 31st of January and that we are now on the 6th of February!

Today, the 7th of February I emailed again stating that no refund was received but have not yet received the refund or a response to my email.

This has been the worst and longest battle with any purchase that I have made, both in general online purchases and specifically with Snatcher, as I have placed orders with them before!!!! Terrible communication and withholding my money!