One of most lousy delivery network I've ever seen . Review on Bigflix

Before I share my pathetic experiences with BigFlix, I would like to highlight that I do not usually write reviews very often unless I am really concerned about the topic. I stopped myself number of times, in the hope of some improvement in their service after I filed more then 6 complaints in a period 3 week, but now I have no reason to stay calm.

I bought a one-month basic subscription to gave it a try and I must admit the first experience was really great. They called me immediately after the registration to make sure everything is set for the delivery of my first movie. I was told that the delivery boy would call me before the delivery of my first

movie within 7 hrs. I waited for next 2 day and had to finally call customer care and I got the response that "Sir you already have your first movie with you". Waooooo how confident she was in saying this.She had no way to know if the movie could possibility be lying with the delivery boy. As soon as movie checks out their library they assume the movie is with customer. They should learn these basic design principles from any tier 2 courier service on how to track on-road shipments.

After 3 days I finally found a slip on my door saying "Oops. we missed you. we came here at 2:30 pm”* . **Waoooo again … They assume a working couple to stay in the house on a working day to wait for them… They do not seem to understand the very fact that for a better delivery model you need to first have a better communication protocol with the customer. For what reason did they ask me my mobile number, I don’t understand?

Finally after 5 days I got to see a guy with my first DVD and as expected I simple asked him the reason for the delay and the response was…"What can we do if we don’t find you at home, we are not allowed to call the customer if we don’t find him at his door’ .What an honest(and irritating) response…

I finally figured out the following problems in their model .

This service might be good for those guys who stays with the family. In other words, someone should be there 24x7 to wait for them for the delivery

There is no way the delivery person is going call you before his arrival so that you could plan to be at home during that time.

The moment you send a pickup request, ideally the delivery boy should arrive in the next delivery cycle. If this could happen exactly this way, you could still choose your preferred delivery cycle. But if delivery

boys decide to choose their own preferences, then as per Murphy’s law, they’ll arrive your door only when you are not there. I have more then 7 *“Oops…we missed you…” *slips with me now.

Till now, I’ve logged more then 6 complaints, and I even took some time out and wrote a very gentle email to the senior management of BigFlix and never got any response either on phone or email. either this business is really running great or they don’t care about their customers

Now is been almost a month and my subscription going to over(Thankfully), I’ve only managed to get only 10 DVDs from them. Even for that I had to call up customer care every time to coordinate with the delivery boy on a special request and also running home from office to make sure I am there before 7.

I wish if DVD delivery could piggyback on Mumbai Dabba wala guys. They really value their customers time and satisfaction. Well, I am finally relieved after writing all this and with the fact that I am going to discontinue their service and get my refund.

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Now this is a recent addition to my review above

My troubles are not yet over. I am now facing another round of battle to get my deposit amount. Anyways after all this utter nonsense, I was kind of expecting this from them.

After I returned my last DVD to the delivery boy(who again came after many days), I successfully cancelled my account online. The online system was so ignorant that it did not even give me any message or an email for the next steps to claim my refund. As usual, I called up customer care and asked them for the refund. They asked me so many questions on why I want to cancel the subscription and I simply said that I just need my money. They finally said that you have to go to any BigFlix shop to collect my money.

Now I do not understand this. they have made the process of taking the money from people so easy(credit card and online transaction) but for returning, they do not have any online system. I stay very far away from the closest BigFlix shop but somehow I managed to visit them and asked them for the money. They gave me a form to fill up and said one person will come to my house to deliver the amount in cash. It has been 7 days and no traces of the delivery boy. The closest BigFlix shop is running in the premises of Reliance WebWorld and surprisingly, they are not supposed to connect me to the BigFlix person working in the same shop. Moreover, I must call customer care for any query.

I again had to call up customer care for the refund and they said you have to visit the same shop to get my refund. I went to the same shop again(Drove 12 Kms on my bike) and the person out there said the same thing. someone will come to my house to deliver the amount.

One thing is sure. this experience of mine has given me a lifetime opportunity to avoid all reliance services in future and go for more reliable ones