I have been a bigbasket customer since the inception of this online store in Bangalore. When Bigbasket first began their service and products were top-class and the service was prompt! I was so impressed I used to recommend them to all my friends.
Over time Bigbasket has become so lax in their product quality and customer service. Like any other call center based organization the standard answer I get when registering complaints is "I apologize for the inconvenience caused and feed back will be sent to the concerned dept"! The funny part of this statement is that they are not "sorry", there is no "feeback" as the errors recur again and again, and finally there is not "concerned dept" as no corrective measures are taken and there is no "concern" for the customer!
Here are the issues face when ordering with Bigbasket
1) Their fresh produce(fruit and veg) delivered is often rotten, old just or just inedible due to low quality. Only fit for the bin. This was not the case a few years ago when they first started their operation. Even when I order packed longlife milk(eg Goodlife) now, I have 2 throw out a couple of packs in the box because they are curdled or it is broken.
2) They are often unable get the order right - I have to call them and let them know I didn’t get what I ordered. It wastes my time and money as the calls are often put on hold and it takes about 5 mins on average to get a resolution. That is "my money" being spent on phone calls! Then they say - throw the product away. Wow. when there are so many poor people it is a shame to throw away food!
3) Their delivery time has become abhorent! Big basket used to deliver in the time frame that was stated in the order, but now its often an hour or two late. Obviously they think the customer has nothing better to do than wait for them to show up! To compound this problem, there is no information sent letting me know they are late and when they are likely to show up.
4) None of the their drivers now give me the opportunity to enter my delivery PIN or feedback. They always say they don’t have the phone. Hmmm. then why does Big Basket sent us the PIN? Obviously they are not interested in the customer feedback.
I will not be shopping at Big basket anymore. They do not refund money for bad products - they only provide a credit. That means that one has to order again in to be able to use the credit in the account. Money should be returned to the customer in the payment mode!
It is sad that Big Basket has gone the way of most startup companies in India who begin well but as they get bigger quality and service goes out the door.
I would suggest that whoever is looking to use Big Basket BEWARE. A lot of my precious time has been spent chasing up mistakes. There are lots of other online stores which may do a better job then them.