Bigbasket's WYSIWYG Guarantee Fine Print and their trick to evade it
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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.
Trick #1
If Bigbasket is not able to fulfill the items, they call you and inform 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 by the customer and the money paid for would be refunded. So since you said “okay” to the call for canceling, it is you who canceled, not Bigbasket. 
How clever. 
Trick #2
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
Cheaters 
BBB (Big Basket Balance) does have any validity ?
they credited 200 for the Product which i returned because it was not sealed pack
they didnt credit 50% extra should i call them now Its been over 2 months 
@ontherocks Being a loyal patron of BigBasket, it pains me to share that their warehouse people are using another trick — sending the wrong variant/size of the ordered product if that specific variant/size isn’t available. This happened with me recently. And although I first naturally returned the wrong product, the significance of my action (or inaction!) dawned on me a little later. As soon as I realized what had happened, I called BB customer care and explained the situation to the agent who answered. He put me on hold for about a minute (probably to discuss the incident with his supervisor) and then agreed to cover the product under WYSIWYG guarantee.
Conclusion: Although their warehouse people tried to cheat, probably because they get penalized for non-delivery, BigBasket’s customer support is still as good as ever. Faith restored. 
@blue wine wrote:
BBB (Big Basket Balance) does have any validity ?
they credited 200 for the Product which i returned because it was not sealed pack
they didnt credit 50% extra should i call them now Its been over 2 months
They have delivered but u refused, hence extra 50% will not be refunded. Earlier, they were liberal and accepts the claims, now they r being adamant on such cases and deliberately trying to save that pleasure.
However, they have to accept the 10% late delivery guarantee as the time is punched. The solution seems to be hold the delivery boy and ask him to call the customers right at the moment to mark non-delivery instead of returning. Even, while packaged is leaky or vegetables are not fresh , they Dont mark nondelivery. In there terminology non- delivery is marked at the time of packing the crate.
Arre MONOPOLY ho gai hai unki… Ab yeh sab to chalega jab tak koi naya PepperTap nahi aata… 
@DealSeeker wrote:
@ontherocks Being a BigBasket fan, it pains me to share that their warehouse people are using another trick — sending the wrong variant/size of the ordered product if that specific variant/size isn’t available. This happened with me recently. And although I first naturally returned the wrong product, the significance of my action (or inaction!) dawned on me a little later. As soon as I realized what had happened, I called BB customer care and explained the situation to the agent who answered. He put me on hold for about a minute (probably to discuss the incident with his supervisor) and then agreed to cover the product under WYSIWYG guarantee.
Conclusion: Although their warehouse people tried to cheat, probably because they get penalized for non-delivery, BigBasket’s customer support is still as good as ever. Faith restored.
Exactly happened with my friend today. He ordered a 150gms pack. The delivery guy brought 500gms pack and said it was sent from the warehouse as they did not have 150gms in stock. So either he pays the additional amount or returns it. He chose the latter as he didn’t need that much quantity. So it was him who canceled the item not Bigbasket I should add this point to OP
Yes, it is the warehouse guys who make these calls and are involved in this probably because of pressure. But Bigbasket is equally responsible. In this digital age with all the funding they have, how come they have such a system, when all these inventory management systems have been beaten to death?
@Alpha.Barood wrote:
@blue wine wrote:
BBB (Big Basket Balance) does have any validity ?
they credited 200 for the Product which i returned because it was not sealed pack
they didnt credit 50% extra should i call them now Its been over 2 months
They have delivered but u refused, hence extra 50% will not be refunded. Earlier, they were liberal and accepts the claims, now they r being adamant on such cases and deliberately trying to save that pleasure.
However, they have to accept the 10% late delivery guarantee as the time is punched. The solution seems to be hold the delivery boy and ask him to call the customers right at the moment to mark non-delivery instead of returning. Even, while packaged is leaky or vegetables are not fresh , they Dont mark nondelivery. In there terminology non- delivery is marked at the time of packing the crate.
I did get 20% extra though Because of the Coupon.
I paid discounted Price but they credited full for that product .
But Heart wants more kya kare ?
@blue wine wrote:
BBB (Big Basket Balance) does have any validity ?
they credited 200 for the Product which i returned because it was not sealed pack
they didnt credit 50% extra should i call them now Its been over 2 months
Your case falls under “Quality Guarantee”. For this there is 100% refund.
@Alpha.Barood wrote:
@blue wine wrote:
BBB (Big Basket Balance) does have any validity ?
they credited 200 for the Product which i returned because it was not sealed pack
they didnt credit 50% extra should i call them now Its been over 2 months
They have delivered but u refused, hence extra 50% will not be refunded. Earlier, they were liberal and accepts the claims, now they r being adamant on such cases and deliberately trying to save that pleasure.
However, they have to accept the 10% late delivery guarantee as the time is punched. The solution seems to be hold the delivery boy and ask him to call the customers right at the moment to mark non-delivery instead of returning. Even, while packaged is leaky or vegetables are not fresh , they Dont mark nondelivery. In there terminology non- delivery is marked at the time of packing the crate.
My 2 orders were delivered late some 5 days back. I wanted to check whether they credit 10% on their own…… but they didn’t 
I want to know whether the 10% comes from delivery guy’s pocket….. You have any idea ? 
P.S – From last 2-3 days i too have observed the usual offers on some products are gone, even the coupon codes for old users stopped working. I guess they have now realised we don’t have any other alternative.
I Dont think they can penalise logistics staff for 10% , I think its just keep em happy , anyway its better than losing the customer .
Keeping existing customers happy > burning money
Recently i too faced a similar issue with BB. I had ordered 10kg rice bag along with other items. I had gone outside when the delivery boy came & he called me saying that while taking out the rice bag from the van, bag got torn a little bit. He asked me if it is ok to deliver it or he said that he would deliver a new sealed bag the next day. But as rice was needed urgently at home & i thought he might be saying the truth, i said ok. But after reaching home, i saw that the thread was cleanly cut & removed. I was pissed off but had to let go of the incident as family members had already used some of the rice to cook. I have decided to be careful from now onwards. Though previously i have received money under WYSIWYG guarantee without any issues, This is the first time i encountered such an issue with BB. 
I got cheated by grofers delivery boy , I orderd 3 pack of dettol and pears soap , he came to my door step and said sir there are 2 soap missing one of free with the pack , and give reason I mistakely deliver it some one customer and I ask all but they are denying , I said its ok bht be carefull from next , but when I check after 2 hr I found 3 soap missing 2 soap worth rs 40 each after discount and one free sample , from that day I became strick I make promise to me I will refuse to take delivey if some product is missjng or diffrent
@vijkap201 wrote:
Arre MONOPOLY ho gai hai unki… Ab yeh sab to chalega jab tak koi naya PepperTap nahi aata…
ha ha , lol … khuli aankhon me sapney dekhna band karo .. lol
@MayankG101 wrote:
I got cheated by grofers delivery boy , I orderd 3 pack of dettol and pears soap , he came to my door step and said sir there are 2 soap missing one of free with the pack , and give reason I mistakely deliver it some one customer and I ask all but they are denying , I said its ok bht be carefull from next , but when I check after 2 hr I found 3 soap missing 2 soap worth rs 40 each after discount and one free sample , from that day I became strick I make promise to me I will refuse to take delivey if some product is missjng or diffrent
that happened 2 times with Grofers and not using them ever since
however BigBasket is interesting.
1. call for cancellation – This also already happened 2-3 times.
2. wrong delivery Time – This is new in list so sharing. I got SMS for order delivered with wrong time. SMS came when order is delivered but time mentioned in SMS was within the selected slot to avoid late charges.
3. Call for reschedule – This is also new in list so sharing. They call and ask for rescheduling. Order delivered next day but no 10% late.
4. Delivery Person – This is also new in list so sharing. Many times we dont check items due to trust and time issue (this happens rare but do happen). and even sometimes returned the items. Delivery person says at that time that refund will come in wallet. But no refund comes in account even after 1 day. When mailed or called them, they claimed whole order delivered. Be vigilant for these and ask the delivery person to cancel the returned item on his mobile in front of you.
Bigbasket plays more dirty tricks.
Last few orders of mine were delivered atleast 2 hours late from the scheduled time.
For example last month my order was scheduled to be delivered by 5:30 to 7:30pm but they delivered it around 9:30 and after delivery I immediately got delivery sms that thank you your order was delivered at 7:30pm lol now that’s really a cheap practice and this happened twice. I am not even claiming for late deliveries as I am ok with it but bigbasket playing these kind of cheap tactics really baffles me. They should instead remove that on time delivery guarantee crap.
@bk08 wrote:
@vijkap201 wrote:
Arre MONOPOLY ho gai hai unki… Ab yeh sab to chalega jab tak koi naya PepperTap nahi aata…
ha ha , lol … khuli aankhon me sapney dekhna band karo .. lol
Kya karen, Sher ke muh khoon lag gaya tha… Zaika abhi tak barkaraar hai…
@DealSeeker wrote:
@ontherocks Being a loyal patron of BigBasket, it pains me to share that their warehouse people are using another trick — sending the wrong variant/size of the ordered product if that specific variant/size isn’t available. This happened with me recently. And although I first naturally returned the wrong product, the significance of my action (or inaction!) dawned on me a little later. As soon as I realized what had happened, I called BB customer care and explained the situation to the agent who answered. He put me on hold for about a minute (probably to discuss the incident with his supervisor) and then agreed to cover the product under WYSIWYG guarantee.
Conclusion: Although their warehouse people tried to cheat, probably because they get penalized for non-delivery, BigBasket’s customer support is still as good as ever. Faith restored.
I bet u had atleast slight improper sleep coz of this incident!!!!
Yesterday night I got a mail stating i was credited with Rs. 40 as 10% credit for the late delivery and i didnt even realise in the morning it was late delivery, so bb is not so bad and they do stick with their rules and regulations.. They are 1000 times better than Snapdeal and Mobikwik, FLipkart , etc as far as my experience with these stores.
@rajrocks wrote:@DealSeeker wrote:
…And although I first naturally returned the wrong product, the significance of my action (or inaction!) dawned on me a little later. …
I bet u had atleast slight improper sleep coz of this incident!!!!
No re, all of this happened within a few hours of the same day.
So, no sleep lost = mistake forgiven, but lesson learned.
@DealSeeker wrote:
@rajrocks wrote:@DealSeeker wrote:
…And although I first naturally returned the wrong product, the significance of my action (or inaction!) dawned on me a little later. …
I bet u had atleast slight improper sleep coz of this incident!!!!
No re, all of this happened within a few hours of the same day.So, no sleep lost = mistake forgiven, but lesson learned.
thanks to almighty all the drama got over during daytime orelse my statement would have been so true
@viSH wrote:
Bigbasket plays more dirty tricks.
Last few orders of mine were delivered atleast 2 hours late from the scheduled time.
For example last month my order was scheduled to be delivered by 5:30 to 7:30pm but they delivered it around 9:30 and after delivery I immediately got delivery sms that thank you your order was delivered at 7:30pm lol now that’s really a cheap practice and this happened twice. I am not even claiming for late deliveries as I am ok with it but bigbasket playing these kind of cheap tactics really baffles me. They should instead remove that on time delivery guarantee crap.
It’s the delivery guys who are playing these tricks, bro. They claim no signal reception or some such BS like that to show a timely delivery. You should immediately complain to the BB customer care and they will take care of those scoundrels.
@DealSeeker wrote:
@viSH wrote:
Bigbasket plays more dirty tricks.
Last few orders of mine were delivered atleast 2 hours late from the scheduled time.
For example last month my order was scheduled to be delivered by 5:30 to 7:30pm but they delivered it around 9:30 and after delivery I immediately got delivery sms that thank you your order was delivered at 7:30pm lol now that’s really a cheap practice and this happened twice. I am not even claiming for late deliveries as I am ok with it but bigbasket playing these kind of cheap tactics really baffles me. They should instead remove that on time delivery guarantee crap.
It’s the delivery guys who are playing these tricks, bro. They claim no signal reception or some such BS like that to show a timely delivery. You should immediately complain to the BB customer care and they will take care of those scoundrels.
come on bro, i bet its coz of BB all this is going on. what will the warehouse/delivery guys loose over here as compensation is being paid from BB pocket?
@rajrocks wrote:
come on bro, i bet its coz of BB all this is going on. what will the warehouse/delivery guys loose over here as compensation is being paid from BB pocket?
I am pretty sure their bonuses, incentives, or performance reviews are tied to the delivery experiences they create. And, no, BB does not directly endorse such trickery. If they did, the customer support people would also find some way to deny our guarantee claims and complaints.
@DealSeeker wrote:
@rajrocks wrote:
come on bro, i bet its coz of BB all this is going on. what will the warehouse/delivery guys loose over here as compensation is being paid from BB pocket?
I am pretty sure their bonuses, incentives, or performance reviews are tied to the delivery experiences they create. And, no, BB does not directly endorse such trickery. If they did, the customer support people would also find some way to deny our guarantee claims and complaints.
= bola
@rajrocks wrote:
I bet u had atleast slight improper sleep coz of this incident!!!!
Oh, man! Pulling DS’ leg! How audacious! Bravo!
1 more trick they use. once they called me and informed my order cnt be delivered and its rescheduled after 2 days,i said fine..
on delivery they themself cancelled my original order and placed new order with same items- i had used 400 off coupon on 2k they cancelled original order – credited 1600 in wallet- placed new order and upon delivery asked me 400 balance ….though i didnt
Next time – I want my product anyhow