Bigbasket.com — non-delivery of my order and thereafter no-response to my complaint

Address:

Kolkata, West Bengal, 700099

This was my complaint which I made on 15th April at 2:21 p.m on the Big Basket's Customer Complaint e-mail given by their Customer Service Executive. Am yet to receive a feedback till now 16th April 7:30 p.m. Two reminders sent.

"I would like to complain about the extremely poor customer service/delivery service that Big Basket has exhibited today. I placed 2 Orders today at 9:56 a.m. and 10:01 a.m. My Orders were taken and I was assured that the same will be delivered 11:27 a.m. and 11:32 a.m. respectively. I am attaching the order confirmation. The items were for our lunch today. We waited for the orders to be delivered but there was no sign of the Big Basket delivery person. We called your Customer Service at 12:31 p.m. and one Arvind attended our call. He said he was unable to contact the delivery guy right then and will check and revert in 10 minutes. That 10 minutes never happened. We made the next call at 1:16 and one Mamta took my call. She said the same thing. Both were unable to reach the delivery guy and both were supposed to call us back - which they did not. Disgusted with the shoddy service, I cancelled the orders. Finally at 1:36 p.m. one Suvo Das called me asking me if I cancelled the order and why ? I would like to put on record the customer dissatisfaction that I have experienced today. More so since the items were ordered for lunch and it was a special lunch, occasion being Bengali New Year. From your records, you can see that I am regular customer of Big Basket. And today I am very very disappointed and disgusted. Can you explain why the delay and why was I not informed earlier that you are unable to execute my orders rather than me having to follow up with you guys ?

The order values were 393/- + 89/- = 482/- which should be credited in my wallet. Also as per the Cancellation Policy, 10% of the Order Value should be credited to my wallet. So the total amount to be credited = 393/-+89/-+ 48.20 = 530.20. On checking I find that the amount in my wallet is only Rs. 464.65. Can you please explain the difference in the value ?

I expect a clarification on both the concerns raised by me.

Regards,
Sugandha Dasgupta"