Apr 19, 2012

Review of bigbasket.com


I have been a regular customer of bigbasket.com for the past 3 months. Since frequency of my purchases are quite high, I want to share my experiences. With a little baby at home, it's very difficult for me or for my husband to go to the nearby supermarket for our weekly grocery purchase. Moreover, the fuel charges for commute and most importantly, the time required to step out and buy groceries, vegetables and fruits from the nearby shops (please note the plural word) made us look for an alternative. Thanks to twitter, I discovered BigBasket through one of my tweet acquaintances.

This is my unsolicited feedback.

First the pros.
  • Shopping for groceries is highly convenient. I just can't be more happier about the time it saves for us.
  • Cash on delivery - the payment method I prefer for products like vegetables/fruits where product quality cannot be guaranteed
  • Friendly return policy - no questions asked. I have returned vegetables and dairy products a couple of times when I wasn't happy about the quality. Such occasions were very few, though
  •  Delivery guarantee - when I fix a time slot, they deliver promptly. Once when it was delayed by 30 minutes, they returned 10% of the order amount
  • Vegetables are fruits are very fresh. Bread and Dairy products are always within the expiry date.
  • Coming to the product -
    • very easy-to-use, no clutter, no ads
    • organized catalog of products. Initially, navigation was a bit clumsier and one could get lost in the individual product description page and wouldn't be easy to get back to the category page. They seem to have fixed it now, with the breadcrumb display.
    • Time slot that I have blocked used to get released earlier. Now they have fixed this problem and I can hold onto a slot for 5 minutes.
    • Notifications are perfect. I get an email and an SMS as soon as I place an order. When the order is to be delivered on a particular day, I get a SMS notification again which is useful
  • Being an early customer, I get a 10% discount on the order value. That's a good savings for me.
Now, the cons.
  • When I place an order for a certain list of items, I expect all the items to be delivered. Many times, there were 2-3 items that were either unavailable or weren't delivered. If I need to visit a physical store to buy these items, then the whole purpose of ordering from an online store gets lost
  • The other irritating issue is the quantity. I'm not sure if the delivery guy (or the person who packs the items) even looks at the quantity of an item ordered. If I order 2 packs of a certain item, he delivers only one.
  • Because of these issues, I always go for cash-on-delivery so I don't have to pay for items that were not delivered
  • Search box - doesn't give me the items I search for, though the items are available when you navigate through the menu. For instance, search for Coconut.
  • Product names do not support multiple languages
  • As I mentioned earlier, I get an SMS on the day of delivery but the SMS doesn't contain the amount that I need to pay. It would be good to get this data so I can keep the cash ready
  • My Shopping List - I find this feature to be totally useless. It is a huge list of items that I have ordered since my first order with no categories or any form of organization. It can be categorized based on the same tab structure or based on my frequency of purchase
  • Good-to-have feature - An event can be added to my calendar if I have scheduled a delivery on a specific time slot.
  • Ability to edit my order placed - Would be good to add/modify a few items to an existing order. There can be a cut-off time before which an order can be edited
  • Order status - orders which have been delivered weeks ago still show as "Ready to ship". What's the purpose of this status then?
  • Last but not the least - the plastic trays they use for packing vegetables and fruits look trendy and neat but also a serious concern to our environment. I would be more than happy to return those trays if they can reuse them.

9 comments:

Praveen said...

Thanks a ton for the very detailed review. It's very useful.

Praveen

shubha said...

Hey, I read this yesterday and saw the BigBasket emailer from today. I guess they have taken the first step towards getting everything on the customers list with WYSIWYG.

silu das said...

This was my first shopping experience with big basket. I ordered items and set the delivery time as 7- 10 PM . At 9 PM i called them and asked about the delivery status they said it will be delivered in time. But at arround 10.40 PM some guy called and said that the delivery is not possible due to rain(Rain started at 10PM). As there was nothing at my home to cook i went out in search of a hotel in rain where i can i eat. Then i wrote a mail for which they have replied that this is a serious matter and they are really sorry about it and they gave me 10% discount for my order. So i ordered again and this time i gave the delivery time as 7 - 9.30 in the morning. But again the delivery guy didnt showed up and i went out! And at 10 am customer service called and again told that they are sorry and its a serious issue and that lousy and crap excuses (This time there veichile broke down!! )....

Supriya B.S said...

This in my 1st order and I have delivery issues. 23rd was the scheduled delivery, but the person came with just 3 items in place of 13. He then took it back saying he will bring the entire consignment by 25th. Today morning another person came with 11 items and 2 items are still pending. I called the customer service and the lady on the other was showing attitude that it was not a big thing. I had made the payment at the time of order and for obvious reasons I am concerned. I asked for a call back from the store manager asap and till now no clue of any call. I think they still need a lot of time to get organized. I prefer to go to the a super market and get the required items immediately instead of following it up with BIG BASKET so called customer non-friendly service.

Supriya B.S said...

This in my 1st order and I have delivery issues. 23rd was the scheduled delivery, but the person came with just 3 items in place of 13. He then took it back saying he will bring the entire consignment by 25th. Today morning another person came with 11 items and 2 items are still pending. I called the customer service and the lady on the other was showing attitude that it was not a big thing. I had made the payment at the time of order and for obvious reasons I am concerned. I asked for a call back from the store manager asap and till now no clue of any call. I think they still need a lot of time to get organized. I prefer to go to the a super market and get the required items immediately instead of following it up with BIG BASKET so called customer non-friendly service.

Supriya B.S said...

This in my 1st order and I have delivery issues. 23rd was the scheduled delivery, but the person came with just 3 items in place of 13. He then took it back saying he will bring the entire consignment by 25th. Today morning another person came with 11 items and 2 items are still pending. I called the customer service and the lady on the other was showing attitude that it was not a big thing. I had made the payment at the time of order and for obvious reasons I am concerned. I asked for a call back from the store manager asap and till now no clue of any call. I think they still need a lot of time to get organized. I prefer to go to the a super market and get the required items immediately instead of following it up with BIG BASKET so called customer non-friendly service.

Nabeela Narseen said...

I had to receive the order between 9:30 to 12:30, but I get a call at 12:30 saying the order will be delivered late as there was no response from my end for the phone call when their delivery team called. But the truth is I did not receive any call from Bigbasket delivery team. Finally when I asked them to cancel the order they agreed to deliver within half n hour and also the delivery boy agreed that he hadn’t called me. It clearly shows that big basket team just wanted to postpone the delivery because of their own reasons.
After receiving the order I found that almost half of my order was not delivered. Luckily I had opted for COD option. Thus I deducted the amount for undelivered items and made the payment.
On the whole I think it is better to shop in our nearby store, rather than bearing all the nonsense of the Big Basket team. It doesn’t ease our shopping but it’s an additional headache of all follow-ups and rechecking on the delivered item. This will be my first and last of Bigbasket.

Sai Keerthi said...

I was really impressed by their services provide with less delivery charges and on time delivery as well. I do prefer offers for best discounts when i purchase grocery's online for my home.

Sridivya K said...

I agree with you. because even I had a good experience with Bigbasket, I like the way they serve us, the packaging, reponse and also i like about the ordering options like time scheduling as well. Order Bigbsket Grocery products at cut down Prices using fab promocodes Coupons, I saved a lot in my recent purchases, Try it Out!

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