I have been using BigBasket for the past two months and have had a fantastic experience.
I had never thought that one day I would be ordering groceries online and receiving it at my doorstep.
I don’t buy vegetables and fruits from BigBasket. Mostly I got very *good discounts, * like on wheat flour, edible oil, tea etc.
They do make mistakes like sending me only one item when there was offer of buy one get one free. I checked that mistake only after delivery boy had left. I had a word about it on phone, a ticket was raised. But nothing happened.
Yesterday, when I placed a new order, I asked them about previous complaint, they immediately refunded the full amount of that item, to my wallet. Same was immediately adjusted, as soon as I paid for the new order, online.
Today when the chap turned up, I noticed wrong Pears Handwash delivered, when I had asked for another one. This chap called up customer care, they refunded full amount to my wallet and the chap took the wrong handwash back, smilingly. I don’t think my local grocery shop owner would have been so cheerful after a return.
So they do make mistakes, but are quick to rectify it.
Once, I was even able to add one item, after I had paid for my order online. I received the new item, with the first order. And it is very convenient to make the list of items needed on their site. Sometimes, I take days to add and delete the items from the list and finalize it.
Sometimes, packing of some of their items is so very dirty, full of dust. Looks like they had to dig for those items and didn’t have time to clean it.
They have two gateways for online payment by credit card. One of them is’Citrus’ that never, never works in one attempt. Payment is always unsuccessful for the first few times, or the page just hangs, asking me not to refresh.
The gateway for payment appears on its own, I have no choice. Citrus is time consuming and doubtful. Other one is good & always successful in one go. I don’t remember its name as it appears rarely.
I wish they had a toll free number too. There was something wrong with the one that I tried yesterday. For a moment it started connecting to CT, US.
So far I am happy with their customer service, on time doorstep delivery, humble delivery boys, variety of products and good discounts.
I don’t know about future.