Mazin Al Hakim´s profile

Reviews (1)

The Snugg

Worst online buying experience, worst customer support!

I was impressed with the design and quality of Snugg's iphone 5 covers. I just wish their website, customer support and shipping methods were half as good.

The website gives you options to ship regular or through expedited courier service, and I chose the courier as I wanted protection for my new iPhone 5 quickly. After going through the normal steps and placing the order, I got a confirmation saying that my order will arrive by regular mail!!!
I immediately contacted customer service hoping to correct this mistake, an indifferent person told me that they do not send by courier to my location (UAE) although all other sellers do, and even Amazon who directed me to Snugg. At Snugg's website, there was no information at all that courier service is not provided to my country.

I tried to change this unfortunate incident through customer service, informing them that the item will not reach me if sent through regular mail because I have to enter different details. I kept receiving what appears to be indifferent automated responses restating the same thing: no courier available to your country, without offering me any alternatives as cancelling the order or changing it to a new shipping address.

I kept asking for a tracking number at least, and I was told there is no tracking information!
I kept following up and no one from Snugg showed a genuine concern that a customer was unhappy or an order unfulfilled!!

Finally, and after more than a month of waiting for the shipment to arrive, I emailed them to cancel the order and refund, which they did within hours!

Worst customer service I've seen.

09 November 2012

Reply from Charon International Trading Limited

Hi, I am extremely sorry to hear this. I can confirm a tracking number was provided with Royal Mail RJ 144019734GB. Unfortunately we are unable to offer a faster shipping service from the UK to Abu Dhabi. Please accept my sincerest apologies for this. Regards Snugg Customer Service

Mazin Al Hakim´s profile

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Mazin Al Hakim
United States