Sent this a month ago and got a meaningless response [as should be expected from any Indian grocery site I suppose]:
’I want to begin with complementing you on having an option to pay by card on delivery.
its really a cutting edge development for card users who only had cash on delivery as an option so far. now to keep up the great start, here are some basic hygiene factors that should also be addressed. I have been ordering from your site for less than a week and noticed the following issues immediately:
Its very annoying to keep logging in repeatedly!
1.My Facebook profile also did not work for log in or registration. [no explanation provided by your site]
2.There should be an option to remember our log in so we don’t need daily log ins just like most web mails / fb have
3.Search for TP has meaningless results - it should be fixed asap:
No products matching "Toilet Paper" found. Showing results for "Toilet" instead [!]
4.We should be able to update our profile/address even when there is an ’active order’ simply put it into a pending queue to be auto updated after the active order is completed.
No user actually cares about how your server software works! its completely irrelevant for us so don’t bother explain arbitrary constraints since most sites don’t have this problem. you can keep changing your address right up to the point when the label is printed and even after that it can be updated for future orders. never make your user re-enter data at a later time due to back end constraints since it feels like morons [with all due respect to the software developers] are designing your site. it also looks unprofessional / backward to those of us who have used better designed sites [just look at amazon or junglee site searching / filters as a good baseline guide and don’t try to reinvent the wheel] when you have developed mobile apps, try to make it as easy to use as possible and fast to order since that’s the primary purpose of the company [presumably]
5.When our net access is slow which happens often even on 3g, most of the time is wasted loading all other graphics instead of a ’buy now’ / add to cart button! that’s literally the most important part of ANY product page. it should be either redesigned as an actual button/link so it loads immediately with the text or somehow forced to load before any other images so we can click and move on instead of waiting for a long time for useless graphics.
6.There needs to be a way to remember options like ’exclude out of stock’ so we don’t have to keep clicking it repeatedly
7.More contact options should be provided in our profiles like:
Home phone, work phone, personal mobile, official mobile, etc.
Currently we have to insert them into the address fields hoping the delivery boys will notice the alternate numbers if we are not answering our primary mobile.
8.The following items should be stocked since diabetics can buy in bulk:
[i] https://healthkart.com/product/murray-sugarfree-cr%C3%A3%C2%A8me-cookies/SWT008
[ii] Any decaf coffee [e.g., Nescafe].
[iii] Diet coke bottles [not just cans].
[iv] Sugarfree biscuits / cookies [e.g., Murray not just Tiffany].
[v] Larger packs of toilet rolls like those found in retail chains [8-10 pac] and also better quality [Maruti brand rolls]
9.I put Rs.1 k into my ’wallet’ after placing an order [within 5-10 min] but still had to pay again on delivery the following day. only orders placed after top up use our balances which is not required and less flexible. Just check our balances before printing the bills for delivery and update accordingly. else its a disincentive to top up the wallets when you should be encouraging us to use them [its more profitable for you also to have us prepay since it improves cash flows]. think ’real time updates’ when designing your process flows since its a decades old concept.
10.Its very important to highlight your returns policy and not keep it buried only in FAQ had I known about it, I would have been more willing to risk buying fruits/vegetables also since we can return if they are spoiled/damaged without hassle’
PS:
MS asks if I LIKE the product which is different from would I RECOMMEND it. then it gets confused with my 2 star rating and asks each save if i’m sure so let me explain:
there is a lot of room for improvement in the big basket site but with no other competitors delivering to deonar, its certainly better than nothing...