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36%
2.20 

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Extremely dissatisfied. Very poor service
Mar 31, 2020 06:32 PM 4525 Views
(Updated Mar 31, 2020 06:25 PM)

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I am extremely dissatisfied with the way in which Big basket is creating hope in customers that they are trying their level best to help customers during COVID by delivering essential products to their doorstep but they have not been able to meet any of the requirements during the last 1.5 weeks.


I had placed my first order last Tuesday for key food items which we had run out of stock at home & BB had assured delivery on Saturday with a delay due to the lockdown. My slot was allocated only for 5 to 8 pm by them with no choice offered. I was ok with any slot but to my dismay, the delivery boys did not arrive till 10 pm. Post this when I checked with the call center they updated me that my order is being canceled due to lack of staff. If this was the case, they shouldn't have picked up my order in the first place & if they really did they should have intimated & canceled it within a day or 2 max & not made me wait for 5 days.


Basis the call had with the agent, I again trusted in BB & placed one more order for my mother who is old & needs support during the lockdown as she has completely run out of essentials. My order was placed on Mar 26th with delivering date as Mar 31st. Again the delivery slot given was only 5 pm to 8 pm but now when I called they are telling me that the order cannot be delivered. This is truly atrocious. I would request the BB team to stop playing games with customers. I understand that u guys are trying to help the public by trying to deliver requirements during such a crisis but either you should update customers that the delivery can be done & live up to it or say that you cannot & stop making false promises. Telling a customer that you would surely deliver, making them wait for 5 to 6 days, creating hope that they are safe by not going out & then telling that you are lacking staffs for delivery is not acceptable. Guess there needs to be a process strengthening here with a clear update to customers & no orders getting picked up from App till you are really ready for any delivery from your end.


I have been a BB customer for more than 2 years now but extremely dissatisfied with the carefree attitude of the call center agents in canceling the orders & no update given to customers in spite of writing complaints to Big basket. I hope this review would at least make situations better & ensure that they stop giving false assurance & hopes to customers.


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