Apathy towards customer needs

Location/place: Bangalore

Name of company/service: Snapdeal.com

Delighted , at seeing a Philips food processor( Model No.HL1659 ) at a discounted rate in the online shopping site Snapdeal.com we decided to purchase the same. We placed an order and received the same on the evening of 22-Mar-2013. Having a small family gathering, that evening, we waited until the next morning to check on the product.
On checking the pieces, we found the centre unit with a crack and a torn washer for one of the jars. When this was reported to Snapdeal.com , they asked us if a particular wrapper that covers the box was preserved by us. Unfortunately, the same had been disposed by our domestic help. Snapdeal.com customer-support insist they cannot do anything without the said wrapper as they need to ensure that the box was not tampered upon. Hence, they closed the issue, saying that there is no further room for dispute.
Meanwhile, we went ahead and decided to call the technician at Philips for a demo on the usage. On seeing this damaged centre unit the technician strongly recommended raising a complaint against Snapdeal.com for a replacement.
After paying more than Rs7,000/- we end up having a food processor with wear and tear. When purchasing a product, the customer has every right to question and get a replacement for an unsatisfactory product. This incident has left us with very little or no confidence in online shopping especially with Snapdeal.com.