What is WYSIWYG Guarantee?
As per the guarantee, Bigbasket promises 100% Order fulfillment. If they could not deliver all the products ordered, your bigbasket account would be credited with additional 50% of the order value for all the undelivered or partially delivered items. For example if you had ordered for Rs. 1000 worth of products and one product worth Rs. 100 was not delivered (or if an incorrect product was delivered) additional Rs. 50 will automatically get credited to your bigbasket account. That is a total of 100+50=150 will get credited to your account.
Now the fine print.
- WYSIWYG Guarantee does not apply to items that are procured from external vendors. How do you know which items are procured from external vendors? Items that are procured from external vendors are clubbed together and have a different Order Number than the main Bigbasket order. This separate order may have a different delivery time too.
- WYSIWYG Guarantee only applies if the items are not fulfilled by Bigbasket. It doesn’t apply if the customer cancels or returns items. Obviously.
For the Fine Print No 2. Bigbasket is applying the following tricks to evade WYSIWYG Guarantee.
If Bigbasket is not able to fulfill the items, they call you and that unfortunately xyz items are out of stock and the items would be canceled from your order. The only (obvious) answer to such a statement from the customer on the other side of the phone is “okay”. They then send you a notification/email stating that the items xyz was canceled and the money paid for would be refunded. So since said “okay” to the call for canceling, it is who canceled, not Bigbasket. How clever.
If Bigbasket is not able to fulfill the items, the delivery guy brings the item of different quantity. The delivery guy then tells you that the quantity you ordered is out of stock and this was sent instead, so either you pay the additional amount if it was of larger quantity or get refund of the balance if it was of smaller quantity or return it. For any of the three options, they have succeeded in evading WYSIWYG Guarantee