Poor customer service and their returns policy and turn-around is shockingly poor

Summary of my review: Snatcher will gladly take your money but when something goes wrong they will have you sent back the items and not replace it for weeks on end and then finally inform you that they no longer have stock. When you buy a matching set of chairs, it becomes a problem as you now have one chair left which they expect you to spend additional money to return it to you.

Snatchers deals looks great but Their customer service and returns you need to be very careful with. Rather spend money at on online retailer where you have hassle free returns.

Details around our Snatcher experience:

We bought two bar chairs from Snatcher on special for R2298 in total.

Delivered on the 7th of October

The one bar chair was incomplete and had a bolt missing which I substituted with another bolt to assemble it but this was stainless steel and the rest of the chair was black. With-in an hour of having the chair, the one scratch protector at the bottom of the chair (foot) broke off.

My wife logged a return on the 7th of October.

Various exchanges between my wife and the Snatcher representative - Khairunisa Sheik occured from the 9th of October when Snathcer started corresponding on the request logged on the 7th of October.

Snatcher informed us on the 14th of October: Please be advised that as per our processes we do require the damaged item back in our possession before we dispatch the correct one .

On the 15th of October we informed that we need to return it in the original packaging (one box for both chairs) which we threw away and were informed to replace the box which we did at a cost of around R105.

Snatcher accepted it and sent a courier to collect the chair which was done on the 18th of October.

**** Based upon their "process" the replacement chair should have been sent back to us about two days later when the courier delivered it to them

22 October my wife enquired about the replacement chair;

25th of October Snatcher responds: We are awaiting the item to be delivered from our supplier. Once received , we will assess and ship out to you

28th of October The courier collected the chair on 18th, today is 28th. Will you please follow up with the supplier? Snatcher: Please be advised that there is a slight delay on the item. However please give us till next week Monday to have the item to sent to you

2 Nov my wife follows up again: Please urgently confirm when the chair will be delivered. The chair was collected on Monday 18 October yet I still await a replacement.

3 Nov Snatcher: The item is no longer available and therefore we would like to refund you for the item returned Kindly submit your banking details so that I may assist you further

Our response: This is not acceptable. Now I have one chair and it's supposed to be a matching set??? I expect a full refund for my order for both chairs in that case. Refund my account for both chairs and arrange collection thereafter for the other chair. Your emails to me indicated that a replacement chair was indeed available. This is really not acceptable.

****** And this is where its going from bad customer service and outright **** poor service and I don't give a **** about my customer

Snatcher: Duly noted , Please advise on a day that we may collect the second unit , Once collected and in our possession we will then refund you

Us: I have waited long enough for this to be resolved. Also I am not spending money on packaging for the other chair to be collected as this is not our error. The courier is welcome to collect the chair assembled. Please refund me for the one chair immediately in the interim. * Banking details provided *

** the items came in one box which we replaced at a cost of R105; now because of Snatcher not have stock of the item, they expect us to spend another R105 on packaging for their collection **

Snatcher: Please be advised if the chair is returned to us unwrapped and damaged , we will not be able to refund you . Kindly wrap the chair up so that the courier does not stick waybill on the item nor damage the item Please advise on a day that we collect

Us 4th of November: You can collect tomorrow thanks. Does the supplier not have any stock of the other chair?

5th of November is when this review is logged and the issue still outstanding.