Messed up cake delivery by Bigbasket. Review on Bigbasket

Hi all, I've been using Bigbasket for my grocery needs in the past and they were satisfactory. Sometimes though, certain products were not available after ordering and they credited half the value of the product in my wallet.

So trusting in their delivery quality I ordered a cake from them for the first time. It was called Chocolate Passion from Calvins(a third party). This cake was much more expensive than other cakes listed there but I still ordered thinking the kids will enjoy such a chocolatey treat. It was midmorning time and it was a small celebration for a kids event. After paying for it we cut the cake immediately and noticed that the cake looked nothing like the picture displayed on Bigbasket! See the chocolate frosting and chocolatey sides in the picture on BB and see what we actually received. It had a very thin layer of chocolate on top, looks like it's put there just to deceive the customer into thinking its chocolate, but the inside is full of yucky white cream! No taste of chocolate at all, just sugar. It seems to me they delivered the wrong cake either deliberately or by mistake. So I complained to Bigbasket who assured me over phone that action would be taken. A couple of emails later, the customer service wrote to me

"We apologize for the inconvenience caused to you. We regret to inform you that we are unable to pick the product as you have already used. Please accept our sincere apologies for not accommodating your request in this regard.

We can certainly understand that this was not what you expected when you placed your order and we never intended to let this happen. We strive to provide you with the best possible service and when you feel that it fails to meet your expectations, itâ?s important for us to know."

.followed by some generic nonsense. So basically, I stay stuck with a cake which is nothing like was displayed on the website, and no one will refund me or take it back. Shame on you, Bigbasket! And shame on you too, Calvins, for conspiring to loot the customers like this! So disgusted with you.

FOLLOW-UP

After making a fuss I received a few very apologetic emails from them and they have now refunded to me 50% of the amount paid for the cake, in my bigbasket wallet. I am satisfied with the resolution but still unhappy that they don't have a mechanism to deal with wrong deliveries like this, and also that it took social media threats to make them do the right thing. I would not have received the refund otherwise.

The latest message received from them says

"We would like to inform you that we have a strict quality process in place to ensure the quality of the product, unfortunately due to a slip up this may have happened. We will escalate the same to the respective department and ensure that this is addressed at the earliest. We will make sure that incident will not happen with us in your future orders."

So, I will continue to use them unless there is another major goof-up!