BigBasket folks have obviously taken much more than they can chew on, the logistics are a total FAIL. I tried them with small orders earlier(where I had experience of being delivered Eggs that stick to the crate and break when trying to pull out or Cauliflower with two big bugs peeking from inside the polythene wrap, see the attached pics) but this time they totally screwed up.
I placed an order on Aug 1, 2015(Order no. MPVO-3477192-010815 of Rs 2322) with 41 items, next day I added 3 more items since the delivery slot was of evening 5:30 to 7:30 PM via their call center(order no. EPO-3484685-020815 of Rs 437). We waited for the delivery, but till 9:30 PM heard nothing; no call no SMS. I then called up their call center who very casually told me that there was a vehicle breakdown hence the delivery cannot be made today.
Next day we got an SMS saying that delivery will be made on Aug 4(that’s 2 days later) with no reason assigned. Incidentally I started late for office on Monday and the delivery boy casually walked in with the crates. The order was dated Aug 4th and the value was substantially low(a total of 1463+ 259), I asked the delivery boy but he showed total ignorance. He also confirmed that there was no “vehicle breakup episode”.
I later discovered that BigBasket folks only delivered 37 items instead of the originally ordered 44 items. On top of that, they had actually cancelled my original two orders(how can do that?) and generated fresh orders(EP0-3495934-020815 and A-EPO-3495957-020815) without my consent. There were no SMS/Email or Mobile App notifications regarding this "internal" cancellation and order re-generation(possibly to show that they are delivering on time). As a result of this mishap the coupon BIGAUG5(that gave me a Rs 100 discount) was also obviously not applied.
The delivery man behaved as if he has come from another planet and has nothing to do with what BigBasket does. I am just a delivery guy, he says. He didn’t hint at all that they didn’t deliver any of the originally ordered goods, when I checked their website the cancelled orders were not listed at all(I came to know only from the App).
So in all, a BigBasket of fraud and failed promises. First they don’t feel it necessary to inform the customer about items they couldn’t deliver, no sorry for the delay, or missed items. Then the guts to cancel an own order and creating fresh ones without buyer’s consent(without caring about any coupons applied or items that went out of stock due to the inordinate delay). I was lucky that I didn’t make an online pre-payment, otherwise the money for missing 7 items would have been credited to my wallet and I would have been forced to order again with them. So here is an advise folks, always go for Cash or Card on delivery option.
Its quite funny that their Website, App and Call center are heavily out of sync. On my order of Rs 2322 the App said no Meal coupons applicable, however the website said 2270 can be paid via Sodexo. The call center guy had given me some other number. When I raised this question through App, a reply received said Sodexo coupons cannot be applied as the payment mode is “card at delivery”. As many versions of truth as are the mouths. Apparently everyone feels to say whatever comes to mind, because there are no established business ethics. Make money, let the customer figure out on his own what to do about no delivered edible oil or butter.
Lesson learnt friends. Don’t get fooled by the gimmicks, walk to the nearest store and buy stuff that you can see and touch and compare prices for and walk out with all that you need with peace of mind. These fly by night operators won’t survive long. I won’t get bitten again for sure.