Bigbasket.com — muskmelon

Address:

400076

On 6th of April 10, 2018 I placed an order consisting of 13 items (vegetables and fruits both). The mobile app was absolutely smooth in operation and the order was placed within no time. It was exciting to know that they also gave good discount on everyday veggies and good fruits. On 7th of April 10, 2018 I received my order. Since I was expecting a few guests in coming days I had ordered a variety of fruits and regular vegetables.
On 8th April 10, 2018, I cut open a pomegranate (part of my order) and discovered that it was black from inside. I gave it a benefit of doubt, as it sometimes happens that the fruit looks good from inside but turns out bad from inside. The Washington apples that I had ordered generally come in big size, as seen in the market, but the apples I received through Big Basket were comparatively smaller. One of the sweet limes that I had ordered was stone hard. Today, for my guests, when I cut open the muskmelon (again part of my order), it turned out raw…….forget about being sweet.
That was it. I immediately called your customer care number of Mumbai and explained my disappointing experience. But the reply (and this is why I am writing to you) was very very disappointing. They said that nothing can be done in this issue and that I should have reported this problem within 24 hours of the order received. This was unacceptable……I asked the customer care to transfer my call to somebody senior so I can get some productive solution. This senior lady said that I should have reported the problem 48 hours from the day I received the order. And that she can neither replace not refund as this is what is mentioned in the POLICY….another disappointment. The only promise she could make was that the complaint would be raised to a senior level.
My point of contention is that how can I consume a green grocery order of Rs. 592 in 48 hours?? We are a family of 4 adults and 2 kids under 8. My very objective of getting market fresh and carefully chosen veggies and fruits was of course not achieved but I have also lost those rupees with which I bought from Big Basket. Is this really THE POLICY that they have for such issues???