I ordered a single Snapmaker 2.0 in July 2019 that was supposed to be delivered by March of 2020. I still have not received it. Delivery was so late I had to change my shipping address. The last update I received promised my delivery in August. I have repeatedly tried to contact customer service and the experience has been a nightmare.
Contacted Snapmaker via service page on Sep 25, 2020, 8:31 GMT+8
My ORDER SM*********
Placed on July 27, 2019 02:31PM for a snapmaker 2.0 still has not been received. The last update I received promised my delivery in August.
I received this reply from Jannie Zhang (Snapmaker):
Hi Kimberly R–,
Thanks for contacting us.
Your order is high-risk on our website so we cannot ship your order.
Characteristics of this order are similar to fraudulent orders observed in the past
Card Verification Value (CVV) isn’t available
The billing address or credit card’s address wasn’t available
Billing address ZIP or postal code isn’t available to match with credit card’s registered address
Can you explain these to your order?
We will ship your order asap after you confirm them.
If you have any questions, please feel free to let me know.
Have a nice day.
- The payment for this order was processed so clearly the CVV was submitted correctly. You have the money. You have had my money for over a year and failed to fulfill my order.
- If there was a problem with this order why was I not notified in any way? The payment has already been made, placing both the legal and ethical onus on you to deliver as promised and resolve any issues.
- My billing address, which matches my registered credit card address, including zip code, is clearly listed on my order when logging in to your website, so what is your problem? I have attached a copy of the order information from YOUR website that clearly reflects the status as PAID and the CORRECT billing information and shipping information.
I emailed “Jannie” the information she demanded, including a copy of the order form from your website reflecting that you already had all the correct information.
I received a reply from “Jannie” on September 28, 2020 promising “We have confirmed your order and we will ship your order this week as soon as possible. Please be patient and do not worry.”
She then sent me another email requesting I verify, again, my shipping address, which I did.
I never received any reply
On October 3, 2020, over a week after she promised my order would be shipped, I emailed “Jannie” again because my order was still unfulfilled.
I have received no communication from her or anyone else at Snapmaker.
I have tried, repeatedly, to call the customer service number and there is no answer.
On October 6, 2020, I emailed firstname.lastname@example.org and email@example.com because I don’t know what else to do. I have not received any response from anyone.