[Resolved]  Bigbasket.com — false information provided to customers

Address:

600096

Hi All,

Hope you are doing well !!

I am writing this email with utter disappointment and frustration highlighting how big basket provides pathetic service to customers. The customer service associates are worthless and does not have any process knowledge. There is no common sense involved at the time of responding back to customers. Just copy and pasting scripts does not help. You should look into the matter on a serious note and understand the pain point of the customers which none of the executives do. Neither from call center team nor from chat team. Each associate needs training and I believe all are new hired. They know nothing. I would specially would like to escalate against few such associates such as Vinaya N, Mohammed Aejaz Ahmed, Salma Begum who are from the Chat Team. There were few members from call center team as well, where I am unable to recall their names. These people does not know what is BB star program is? They are unable to help me at any situation and just copy pasting scripts?

My issue was that being a BB star member, neither I am able to use the delivery tokens for free delivery above 600 nor I am able to get reserved slots which you people show in advertisement and presentation. Post being a BB star member and seeing such advantages I opted for it but till now I have done 2 orders which were above 600/-, from that neither I was able to use the tokens nor any preferred slots were given. The biggest disappointment was post my order, your application splits those into 2 types of delivery as you have procure those items from a different location. Due to that split, the value of those to slots gets down under 600/- and I am being asked to pay delivery charges. This is the second time I had to pay delivery charges and post calling the customer care they waives it off as an exception. Why it should be an exception and moreover why I will pay delivery charges? Your application is splitting the same into different slots which is not my problem. When raising the question to customer care they say that your value is under 600 as there are 2 slots hence I need to pay. My question here is why I need to go through such hassle? I am placing an order above 600/- and I am not asking anyone to give me in different slots. You people are splitting that and asking me to pay delivery charge? The customer associates does are so dumb that they dont understand the simple issue that a customer is ordering above 600/- so it should be free. Moreover they are telling me that its a one time exception that they are waiving off my delivery charge and in future it will not be possible.

What is this? Is this some kind of a joke? I am a very old member of bigbasket and have I made a mistake of opting for BB star program? I am getting this feel that it would be easy being a normal member rather than a BB star member. My headache have increased post the membership and I am getting no benefit out of it rather than tension and anger. What logic these associates have? What logic does BB have on this? Post enrolling in this membership for the 2 orders I had to call customer care to waive off my delivery charge despite of order being above 600 as a whole. Does this mean I have to call or come to chat every-time and speak to your team where I need to listen that delivery charges being waived off as exception? What exception are they talking about? I have paid for the membership to get benefits and the customer care team provides wrong information. Misleads customers and give fake assurance? This is your customer support team ? What training have you given them and what logic you people use? You are also misleading customers. I am being charged since your app splits my products. Its your app problem and not mine and I need to pay for that?

People like Vinaya N, Mohammed Aejaz Ahmed, Salma Begum who are from the Chat Team have mislead me and gave false information. I want a stern action to be taken against them for misleading a customer.

Moreover I need a resolution. This cant go on like this. Every-time I cant call customer care to waive off my delivery charges. I will be posting this in social media as well as how pathetic BB has been in terms serving customers. I will highlight everything and copy past the chat transcript and show to people so that they can understand how BB is handling customers and what pathetic service the customer care team is providing in terms o[censored]nderstanding customers and guiding them. Simply copy pasting scripts and sending to customers.Its disappointing. I need a solution or else I will be filing case in consumer forum as well against these names. I have proofs to show with all the chat scripts. I cant bear this any more. Pathetic.