I am writing this review after my recent terrible experience with BigBasket.
I have been a BigBasket customer since 2018 and not even once has the delivery guy contacted me on phone(even to ask for direction). They would directly come home on time and ring the bell, give me the items and leave. However, this time they decided to act funny with me.
Now during this lockdown it is understandable that there will be delivery delays and running out of stock. But BLAMING THE CUSTOMER FOR THEIR OPERATIONAL INEFFICIENCIES is totally UNACCEPTABLE!
Firstly, I ended up wasting 1-2 hours on their website adding items to my cart. Then at checkout, I was told that "Slots are not available, please try later"> this in itself is frustrating making the customer waste their time. Then after trying to place the order some other time, the same items you have already added in the cart will be unavailable. Making the whole experience further frustrating.
I finally managed to get a slot for 27 April, Monday morning at 9.30-11.30 am.
At 11:06 am on Monday morning I receive an email stating "Our delivery person was at your doorstep and we tried calling you on your registered mobile# for delivery of the order # BBO-118017255-250420. Since there was no response from your end we have cancelled your order." No intimation whether a refund will be made or delivery reattempted.
However, I was right at home! NO ONE CAME TO THE DOORSTEP, NO ONE RANG THE BELL! I even checked my CCTV footage and saw no delivery boy entering the premises! How can BigBasket blame me for their inefficiency to deliver?!
Next, when I logged into my account I saw that a refund was credited to BB WALLET instead of my source account! During times like these, they have promised that refunds will be made to source but instead without even checking with me they refunded the money to the wallet.
I was so frustrated having to go back 4 times on the emails with absolutely NO RESPONSE from BB Customer Service. Pathetic, lazy, frustrating, unprofessional.these are just a few words that come to mind when I think of their customer service.
Finally, on the 28th morning, I saw that a refund was initiated to my source account. And after this I received a TEXT message "Dear bigbasketeer, due to operational constraints and restrictions on the movement of goods, we had to cancel your order(s)."
Couldn’t they do this without me having to follow up like a mad person on emails? Their phone support is also no good. This is not the first time I have not received any response from BB Team. I had written a couple of times on previous orders complaining about their bad quality watermelon and missing items. Again no response. Instead of refunding me for the missing items they just added it to "wallet" - ThIS INFURIATES ME
I AM WRITING THIS IN EARNEST TO EVERYBODY - PLEASE DO NOT TRUST BIGBASKET WITH YOUR HARD EARNED MONEY. THEY ARE CHEATERS AND THEIR CUSTOMER SERVICE IS COMPLETELY UNPROFESSIONAL.
They just feel that refunding the money will be enough but what about the pathetic experience that they have given customers? There is no one to bring down these guys which is why they act all high and mighty.
Please STAY AWAY from BIG BASKET. There are several better grocery apps than they are professional and trustworthy - Amazon Pantry, Grofers to name a few.