I placed an order (no. TDVO-10155861-080516) on BigBasket on 8 May 2016 and paid the full amount online. It has been 5 full days since the order and it still has not been delivered! Here is how the company has deceived and misled me:

1. On 8 May, I receive a confirmation by sms and email that the order will be delivered on 10 May
2. On 10 May, at 7.36pm, I receive an sms that the order has been cancelled (on its own, without consulting me!) and that the amount had been credited to my BB Wallet
3. Half an hour later, at 8.05pm, I receive another sms that the order (this time bearing a different number BDVO-10253115-100516) will be delivered on 11 May between 5-7.30pm
4. At 10.45pm, a delivery boy arrives at home and as we are about to receive the items, we show him the messages, and he takes the delivery back!
5. On 11 May, I receive an sms at 5.58pm saying that it will be delivered between 5-7pm
6. On 12 May at 06.51am, I receive yet another sms saying that the order will be delivered on the 12th between 7.00-.9.30am
7. At 5.54pm, I receive another one to say that it will be delivered between 5-7.30pm
8. Today is 13 May and there is still no sign of the delivery!

In the meantime, I have written several emails to their customer service centre, there have been numerous telephone calls during work hours (and I have had to step out of several important meetings in my office for this), and platitudes are offered that the order will be delivered according to the text messages that have been sent. The latest email I received this morning says “we understand your concern and we regret to inform you that due to operational issue the order got delayed. However, kindly get back to us with the confirmation to cancel and reprocess the order so that we will have this order delivered to you without any hassles”.

This is the most frustrating experience I have ever had with an online purchase. One opts for online shopping to save time and energy and in this case, I have spent a HUGE amount of time, energy and effort in following up and trying to ensure a very basic service for a payment that has already been made. The company has deliberately misled and cheated me.