| Name of Complainant | |
| Date of Complaint | March 10, 2023 |
| Name(s) of companies complained against | Big Basket |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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On March 6, 2023, I was supposed to get a delivery from Big Basket in the 6-8 pm slot. After waiting till 10 pm, I placed a call to Big Basket and asked them to reschedule it for March 7. They said that they would cancel the order and place a fresh order for March 7 2023, 6.30am-8.30am time slot. I went to sleep.
At 11.00pm the order was delivered, and placed in the box while I was asleep. The total order value was ₹2220.7. However one item for Rs. 224 (Fresho Chicken Curry Cut small pieces 1kg) was not delivered.
At 7.00AM on March 7, I got a duplicate delivery. I immediately told the delivery executive it was a duplicate delivery, despite cancellation the order was delivered the night before, minus one item. He said he would return the whole order then and took it back, and asked me to get a refund for the undelivered item from Big Basket customer service. I agreed to do so.
Without any intimation by SMS or email, Big Basket refunded the amount for the order to the Big Basket Wallet.
On March 7 at 8.30pm, I received a call from an unknown number (not affiliated with Big Basket). It was two men who accused me of stealing, who said I should pay money immediately, and threatened to send somebody to my home to take the delivery back.
I called Big Basket and asked them to handle the problem of their employees calling and threatening me. I also placed another order on Big Basket, for delivery on March 8. The same delivery executive who had called and threatened me was sent to my home to deliver that order.
Once Big Basket was told that the cancelled order had been delivered, they deducted the WHOLE VALUE of the order from the Big Basket Wallet. I called their customer care and asked them to refund the value of the undelivered item (Rs.224). They claimed that since the order has been cancelled, due to technical problems, they cannot refund it. However, even if the order was cancelled, they could debit the amount from me.
I have asked Big Basket customer service to refund the amount of the undelivered item to the mode of payment, and then delete my customer account as well as all contact details, as a safety and security issue since their delivery executives who harassed me were sent to my home.
They refused to delete my phone number. They insisted that I must email them to get my account “deactivated” and would give no assurance that my details would be deleted from their system.
They also have not refunded me for the undelivered item.
Big Basket’s systems and processes have left my contact details including my address with an employee/contractor who has called and harassed me, and they have refused to refund me for undelivered items. They have also refused to delete my personal details from their servers.
I would like to place a complaint against Big Basket for all of these reasons.
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