Pathetic experience - App is absolutely horrible. Review on bbdaily

This is my email to the greivance team of Big Basket daily.

Hi,

I''''m writing in to let you know that this is has been a hopeless experience for me ever in my lifetime.

Big Basket cannot meet Tata''''s standards!

I was getting my subscriptions delivered to Avenue D, Laxmi Housing, Flat 202 regularly for the past 6-7 months (maybe more). Now we are moving to a different location and I wanted to check if you have services in that society or not - which you don''''t and it is absolutely fine.

My issue starts now. When I went back to update my existing address on the app, it tells me that the area is not serviceable.

That was a surprise!! But I''''m an analyst and I know that it could be a system glitch. So I waited for a whole and went back to update my address and still got the same message.

I then speak to your customer care department (who don''''t care anything about the customers). I had to phonetically spell the entire address which was a pain but since I was at the receiving end, i managed to give her the address. She did update the address which was not my society. I realized when I went back in the app to check the address.

So I call you guys back, ask for a supervisor. Supervisor wasn''''t available as the lines were busy - this shows how many unhappy customers you have. I.was asked to.wait for a call back. I agreed and informed that I work night shifts and will be sleeping, so if the call back could be made as quickly ad possible.

Supervisor calls me back after 3-4 hours when I am in deep sleep. I still answered the call. To my surprise, the Supervisor asks me to repeat the issue. I explained the issue. Then again the same process of giving him my current address had to be followed. I was already pissed off by now. But he asked for 48 hours so that he could get the operations team to work with me and get my address updated. I agreed.

48 hours go by and I don''''t get a call or a message or an email stating what happened to my complaint. What kind of service center is Big Basket running??? There is no complaint/ticket number, no call back....nothing!!

So I call back and speak to someone other customer service representative......a really really RUDE one.

I ask her the update on my complaint and she makes me go through the same process of which city are you calling from, what is your address, Pin code etc. Why aren''''t there notes on my account when I have spoken to 2 employees already??? I''''m calling from my registered phone number and you guys can see my name when you talk to me....then why no notes???

Anyway, I still managed to keep calm and give her the details. I asked her a simple question- Ma''''am why do you think this could have happened? And her response was - "Sir because you are lying and must have given a wrong address."

If your calls are getting recorded, listen to that conversation. This is when I lost it. I ask for my money back and she says it will take 4 working days to get my money back.

ARE YOU GUYS SENDING A CHEQUE TO ME???

In this super fast age of internet, you guys take 4 freaking days to transfer money back to my account and whn I have to add money to my wallet it happens instantly!!

What kind of slow and  pathetic service is this??? Then I ask for the Supervisor I spoke to and get a call back in 2 hours. He convinces me that he is working on fixing the issue and gave me some customer service ball talks that we wouldn''''t like a valuable customer to leave us etc. The same valuable customer who was called a LIAR few hours ago.

I wait because I have daughters in the house who need milk in the morning and I work nights so sometimes it becomes difficult to get milk from a local vendor. But here I am again.

I was sleeping and missed his call and guess what there is no call back!! WOW!!

What can I say now? I am EXTREMELY unhappy (I don''''t have an option to bold the word extremely) and want to get my money back.

I don''''t what is the grievance team going to do about this but I am done with Big Basket.

I''''m going to close my account, my Mom''''s account in a different city, my in laws who have been using your services and will surely spread the word that your services should t be taken!!

I hope you fix this so that you don''''t lose more customers.

BUT PLEASE STOP CALLING CUSTOMERS - A LIAR!!

Thanks for taking time and reading about thsi experience!!