bigbasket : Grocery App 12+

I realize that during this time of panic buying, a lot of items would be out of stock and that’s totally understandable. But what’s important here is proper and timely communication about that to customer. I had placed order for 16 essentials and after 3 days was my scheduled delivery in the morning. On the scheduled day and time delivery guy shows up with 8 items and tells others are unavailable and that I was informed about that. I check my phone to see a msg at 3am in the morning on the scheduled delivery day - 3 days after my placing order and 6 hours before delivery. This would mean either your inventory management system is extremely poor, which I am surprised as your entire business depends on that or your customer communication very poor. Had that been communicated in time, I would have made alternate arrangements. Anyways, not going to rely on you again on future.

This is very disappointing to hear, Can you please share the details at appsupport@bigbasket.com. Our team will have this checked and update.

Deliberately trying to fool customers. I placed order 2 days back and the delivery guy contacted me only once to confirm my address. He was just a society away from me and he said he couldn’t find my address and left for another location without even informing me. Then i contacted customer care and they told he cannot come now so rescheduled my order to next day morning slot and i received confirmation message that i would receive my grocery in morning slot. Next day i waited entire day but no call no word from them, infact i tried to contact them but they no response and then later last night somehow call matured to customer care and they said they misplaced order so would replace and order and get it delivered next day evening slot ! This is not enough now what they did was removed one of my item from the list without informing me ! I called them several times to get it included and they were saying its not available any more finally they added it i dont know how they managed or how they were fooling me before that! Finally today order was deliver on time and delivery guy reached my address without even calling me (dnt knw how he got my address which 2 days ago he was not able to get). Now they delivered wrong item and delivery boy was saying item is same as ordered i dont understand how these guys are running this app! So irresponsible and rude guys ! Bad experience!

We take pride in our customer satisfaction and these mistakes are not in line with our philosophy. Also as part of our continuous strive for perfection, we are implementing a number of checks and measures to ensure mistakes like these do not occur again. You deserve the best and we will make sure that you will get it with us. Thank you for sharing your feedback which we deeply appreciate. We value your opinion and see it as an opportunity for us to learn and improve.

Big Basket app works like a charm, well almost. There are issues with product search as certain products don’t show up in the search result, while I can see them in the previous order item lists and can view the product page from there. Also, the search engine and product information should be updated with regional names of the products/items, especially veggies, so that it will be easier for people to search using the regional or colloquial names.
Still, BB is one of the best in the industry with fast response and action taken time on customer complaints, at least for me.
One more improvement that can be done is providing a voluntary option for the customers where in they can opt-in for brand replacement if the selected brand of an item is not available at the time of packaging. Like, if I have ordered one particular brand of unsalted butter and at the packaging, if that brand is not available then instead of cancelling and refunding that item, you go for the next brand which is closest/exact to the price of the brand which I selected. This can help out customers to not go out of stock of an item, even when their preferred brand is not what they have got.

We are truly happy that you enjoyed our App. Thank you so much for your evaluation. Your praise will help us to create a better shopping experience. Also, we've forwarded your feedback to our relevant team. Thank you once again for taking out the time to send us your suggestions!