[Resolved]  Bigbasket.com — cancellation of orders without informing customer and not providing compensation

Address:	560057
Website:	Big basket.com

I have placed 4 orders on bigbasket on 19th may. There was a callback from customer service team and they told me that there was some technical issue and due to which the correct price was not getting reflected and they will cancel the order. I had asked her to first arrange for a callback and after discussion with manager, will decide for next steps.

I never got a call back from bigbasket. Then the order was also out for delivery and it was 7:30 pm to 10:00 pm slot on 20th may.

After waiting till 10pm, I did not receive my order. Then when I checked my phone, I see that the order has been cancelled with reason as " duplicate order" and they have refunded me entire money to bigbasket wallet.

First, bigbasket team should check and arrange for a callback from manager. That did not happen.

Then order was out for delivery and that have cancelled after timeslots got over and I called customer service at 10:00 pm and it was closed and asking to call on next day.

I called on 21st may and the executive told me that she will arrange for a callback in 30mins, which did not happen again.

After waiting for 1 hr, I have called back again and had waited for 30 mins to get call transferred to manager.

Then after telling all issues, manager told that it was a technical glitch and we cannot do anything. We have called all customer and cancelled the order after having discussion.

In my case, there was not even a single callback which I received from manager, then how the executive confirms that they will get a callback. And they have cancelled the order from backend without informing me at night 10pm so that customer cannot even call them same day and they escape.

And Manager says he cannot do anything, there is no compensation policy, max what he can do is when I re-order next time, 10% of bill amount will be refunded to wallet. The price which I ordered and the current price has a huge difference.

After this all experience, do you even think a person will come and do shopping again on bigbasket that you refund the money to his wallet.

Atleast you should stick to the price commitment and deliver the product to customer at the price promised. If it was a technical glitch, how were you able to get payment successfully, you should have stopped order processing at least at last step.

And horrible part is to get money refunded to bank account, they ask for another 7-9 working days. And there is no compensation provided to customer.

Atleast check with the people at higher level and make better compensation.. and while comparing with Amazon with respect to customer Satisfaction, you are not even 0.0001% of Amazon. Atleast they guarantee price, not like bigbasket which directly cancels the order.

I have got calls 3 times from big basket team and max compensation they were ready is give is only 10% of the current order, which comes to 800. But when I try placing a new order, the cost is 4-5 times the current order value.

There was a executive who called me at 7:30 pm, having lot of attitude and not even listening to customer issue. if you cannot resolve a customer issue why you even need to call me. And I asked him to share next level details, for which he was not ready and said is there anything I can do for you and disconnected the call. First he should know how to handle customer.

Very pathetic service from big basket. They just keep on saying, it will not happen in future. First learn to resolve the current issue.

Expecting a call from a responsible person from big basket who can help me in getting the issue resolved.