— Customer Service and Solutions

I don't expect this service from Big Basket as this has happened before as well.

I spoke to Kripali Hedau, Hemlata G and Pratik on my order to be delivered today at the 10.30 - 12.30 slot.

There was one issue with my address as the apartment name was missing and the rest details were there but there was also an additional address with all the details to refer to. I asked Big Basket to fix it last time when I ordered but it wasn't fixed and this time they literally rescheduled my order without my CONSENT.

I received ONE call at 11.52 am and I couldn't answer as I was on another call. I called them back at 11.55 am to speak to them about where KRIPALI/ KRUPALI was handling my call. So, in just 3 MINUTES she decided to cancel my order for today and moved it to tomorrow due to an address issue. And she said the driver waited for 10- 15 mins for the confirmation from my END. I am sharing a call record screenshot as evidence.

All I requested her to call the driver and attempt the delivery till 12.30 as it was still the slot time while she dragged the call till 15 mins and 9 s putting me on hold for over 7 mins saying she is connecting with the DRIVER and then she HUNG UP THE CALL.

PRATIK said they could still try to make the delivery if it was close the time at 1.00 pm.

I again called and spoke to HEMLATA and she kept the call going for over 42 min and 54 s. She kept me on hold for over 15-16 mins and resolved NOTHING.
She said PRATIK will be calling me soon.

Pratik has the same thing to say and also adding one item refund was made as it is out of stock.
Do you guys think this is customer service on your end?

I am requesting to make an order today as it was my priority while I am sitting on call for over an hour requesting and these 2 ladies don't even know how to handle the customer. Please check their call records.

In the first place, the FAULT is of KRUPALI/ KRIPALI and the person called me at 11.52 am who cancelled my ORDER for today. Usually, the driver checks the exact address before leaving from the last location and there is a bit of time left to connect to the customer to get address details instead you just make a decision within 2 mins that means either you are still in the same location and it was still possible to make the delivery.

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