Poor Customer Service

I recently ordered an item from the Snatcher website. On opening the email confirmation a few minutes later I saw I had selected the incorrect item. I emailed them immediately, 16 minutes after the order was placed and , to cancel the order. I ordered the correct item immediately after sending the cancellation email so it's quite clear that I didn't have a change of heart on the purchase. On processing the cancellation I was then charged a 15% cancellation fee as the order had appraently already shipped.

I find it completely unbelievable that the order had shipped within 16 minutes and in fact it simply sounds like any available excuse would be used to incure a cancellation fee.

Under these circumstances the decent course of action would have been to provide a full refund and not try squeeze a new customer for less than R40.

This is a disgusting punitive approach to customer service.