Pathetic Customer Service & *******!

I am so disappointed with the terrible lack of concern and customer service from Snatcher Online. On 24 June 2020 I bought a spray mop (cost R249 + R79 shipping) from Snatcher. I received the mop a few days later and I must have only used it 8-10 times in total and on 29 August while mopping my kitchen, the mop just broke!

On 2 September, I wrote to Snatcher explaining what had happened and they rep**** saying that a replacement had been scheduled, they will collect the mop, inspect and replace. I got to work on 3 September and saw an email from Snatcher, with waybills attached, telling me to pack the mop in its original packaging, stick on the waybills and The Courier Guy will fetch. I emailed back telling them that I did not have the original packaging as I didn't expect a mop, of all things, to break so soon. Andile from Snatcher then called to tell me to pack it into any box and send it back, I agreed.

Seeing as I was already at work and there was no way for me to go back home to pack the mop and stick on waybills, I phoned The Courier Guy, explained the situation to the lady I spoke to and scheduled the collection for the next day, so I would have time to pack the mop that night and have it ready, I even took a box home from work to pack it in. Only for me to get home after work and for my young son, who was unaware of the happenings of the day (but knew I was going to contact Snatcher regards the broken mop) to say to me that a courier co came and collected the mop?!?!

I immediately emailed Andile explaining what had happened, informing her that the courier co they use did not follow instructions and the mop was taken as is, from my son. I have no idea how the courier co packaged and sent it to Snatcher but I received an email from Snatcher on 8 September, telling me that their supplier is unable to credit the mop due to ‘the state the mop was received’.

I made the necessary arrangements to have the mop fetched the following day, the courier co appointed by Snatcher did not follow instructions and now I am being penalised for it and refused a refund/credit. If the mop was mishandled by the Courier Guy, how can I be held liable for this? Is this not negligence on the COURIER GUY’S part?

I requested photos to see 'the state of the mop' when received but they did not send it as they do not have an office cellphone to take photos. Also, when I reported the broken mop to Snatcher, I attached photos, so they were very aware of the 'condition' my mop was in before the courier collected, so how can I now be blamed for stickers being placed on the mop by the courier co and my refund denied?

Also, I am expected to now collect a BROKEN, useless mop from JHB to DBN. A mop that broke with 8 weeks of being purchased! I am so disappointed!

R328 is not a huge amount of money but with the situation right now and my reduced salary, R328 is a lot in my hands.