How to File a Complaint Against BigBasket in 2025: Complete Guide

Common BigBasket Complaints in 2025

Before diving into the complaint process, let's understand the most frequent issues customers face with BigBasket:

1. Expired or Near-Expiry Products

One of the most serious complaints involves receiving products that are already expired or nearing expiration without clear disclosure. This includes:

• •Dairy products (milk, yogurt, cheese) past their use-by date
• •Packaged foods with less than a week until expiration
• •Fresh produce that's already spoiled or rotting
• •Medicines and supplements past their expiry date

2. Missing Items and Short Delivery

Customers frequently report being charged for items that were never delivered:

• •Items marked as "delivered" but missing from the order
• •Partial deliveries without notification
• •High-value items missing from grocery hauls
• •Charges appearing for quantities not received

3. Wrong or Poor-Quality Substitutions

BigBasket's substitution policy often leads to disputes when:

• •Expensive branded items are replaced with cheaper alternatives
• •Substitutions made without customer consent
• •Replacement items of significantly lower quality
• •Allergenic substitutions (e.g., replacing almond milk with regular milk)

4. Quality Issues with Fresh Produce

Fresh fruits, vegetables, and meat are common sources of complaints:

• •Rotten or spoiled produce delivered
• •Underweight items compared to what was ordered
• •Poor quality meat or seafood products
• •Wilted or damaged vegetables

5. Delivery Problems

Delivery-related issues include:

• •Significantly delayed deliveries beyond the promised slot
• •Delivery personnel refusing to bring items inside
• •Orders cancelled after the delivery slot has passed
• •Improper handling leading to broken items or spilled liquids

6. Billing and Payment Disputes

Financial complaints encompass:

• •Incorrect charges on the final bill
• •Wallet money or cashback not credited
• •Refunds not processed for cancelled orders
• •Hidden charges or price discrepancies

7. Customer Service Failures

Many customers report frustration with BigBasket's support:

• •Inability to reach customer service during delivery
• •Delayed or no response to complaints
• •Refusal to provide refunds for genuine issues
• •Rude or unhelpful customer service representatives

Your Consumer Rights When Shopping with BigBasket

As a consumer in India, you are protected by the Consumer Protection Act, 2019. Here are your key rights when dealing with BigBasket:

Right to Safety

You have the right to receive products that are safe for consumption and free from health hazards. Expired food items, contaminated produce, or improperly stored perishables violate this fundamental right.

Right to Information

BigBasket must provide accurate information about:

• •Expiration dates on all products
• •Quality and grade of produce
• •Substitution policies and alternatives
• •Total pricing including delivery charges

Right to Choose

You cannot be forced to accept substitutions you didn't approve. BigBasket must either:

• •Obtain your consent before making substitutions
• •Offer refunds for unavailable items
• •Allow you to reject substitutes at the time of delivery

Right to Redressal

If you receive defective, expired, or incorrect products, you have the right to:

• •Full refund of the product value
• •Replacement with the correct product
• •Compensation for any health issues caused by expired products

Right to Consumer Education

BigBasket must clearly communicate their policies on returns, refunds, and substitutions so you can make informed decisions.

Step-by-Step Guide to Filing a BigBasket Complaint

Step 1: Document Everything Immediately

As soon as you discover an issue with your BigBasket order, document it thoroughly:

For Expired Products:

• •Take clear, dated photographs of the product label showing the expiry date
• •Photograph the product itself showing any spoilage
• •Keep the product packaging and receipt
• •Take photos of the product with the day's newspaper to timestamp

For Missing Items:

• •Screenshot your order confirmation showing all items
• •Photograph the delivered packages
• •Keep all delivery receipts and invoices
• •Note down the delivery person's details if possible

For Quality Issues:

• •Photograph the poor-quality items immediately upon delivery
• •If possible, take a video showing the condition
• •Weigh items if they appear underweight
• •Keep all packaging materials

For Delivery Issues:

• •Screenshot the promised delivery slot
• •Note the actual delivery time
• •Photograph any damaged packaging
• •Save all communication with the delivery personnel

This documentation will be crucial if you need to escalate your complaint beyond BigBasket's internal customer service.

Step 2: Contact BigBasket Customer Support Immediately

BigBasket offers multiple channels to report issues:

Through the App/Website (Recommended):

• 1
  Open your BigBasket app or log into the website
• 2
  Go to "My Orders" or "Order History"
• 3
  Find the problematic order
• 4
  Click "Need Help" or "Report Issue"
• 5
  Select the specific issue category (missing items, quality issue, etc.)
• 6
  Upload your documentation photos
• 7
  Describe the problem clearly and concisely
• 8
  Submit the complaint

Customer Service Phone Line:

• •Call BigBasket's customer care: 1860-123-1000 (8 AM to 10 PM)
• •Have your order number ready
• •Clearly explain the issue
• •Ask for a ticket number or reference ID
• •Request email confirmation of your complaint

Email Support:

• •Send a detailed email to: customercare@bigbasket.com
• •Subject line: "Complaint - Order #[Your Order Number]"
• •Include all relevant photos as attachments
• •Clearly state what resolution you're seeking
• •Keep a copy of this email for your records

Social Media:

• •Tweet to @bigbasket_com or DM them
• •Post on their Facebook page
• •Use hashtags like #BigBasketComplaint
• •Be professional but firm in your communication

Important: Always do this within 24-48 hours of delivery for the fastest resolution. BigBasket's return policy typically has short windows for raising quality issues.

Step 3: State Your Desired Resolution Clearly

When filing your complaint, be specific about what you want:

• •Full refund to your original payment method or BigBasket wallet
• •Replacement of the defective/missing items in your next delivery
• •Compensation beyond refund (for serious issues like food poisoning)
• •Cancellation of future subscription if applicable

Be reasonable but firm. For expired products that could have caused health issues, don't hesitate to ask for compensation beyond just a refund.

Step 4: Follow Up and Track Your Complaint

BigBasket should acknowledge your complaint within 24 hours and resolve it within 2-7 days. If this doesn't happen:

• •Call customer service and reference your ticket number
• •Ask to speak with a supervisor or escalation team
• •Send a follow-up email every 2-3 days
• •Keep records of all communication attempts

If BigBasket offers a resolution that's unsatisfactory (e.g., wallet credit when you want a cash refund), politely decline and state your preferred resolution again.

Step 5: Request Written Confirmation

Once BigBasket agrees to a resolution:

• •Request written confirmation via email
• •Get a timeline for when the refund/replacement will be processed
• •Save all confirmation emails and screenshots
• •Track the refund in your bank account or BigBasket wallet

Escalation: What to Do When BigBasket Doesn't Respond

If BigBasket fails to resolve your complaint within 7-10 days, or if their response is inadequate, it's time to escalate:

Option 1: File a Complaint with the National Consumer Helpline (NCH)

The NCH is a government initiative to assist consumers:

How to File:

• 1
  Visit: https://consumerhelpline.gov.in or call 1800-11-4000 (toll-free)
• 2
  Register and create an account
• 3
  Click "Lodge Complaint"
• 4
  Select category: "E-commerce/Online Shopping"
• 5
  Enter BigBasket's details:

- Company: Innovative Retail Concepts Private Limited (BigBasket)

- Address: Embassy Tech Village, Devarabisanahalli, Bengaluru - 560103

• 6
  Upload all your documentation
• 7
  Describe the issue and your attempts to resolve it with BigBasket
• 8
  Submit and note your complaint number

What Happens Next:

• •NCH will forward your complaint to BigBasket
• •BigBasket is required to respond within a set timeframe
• •NCH may facilitate mediation between you and BigBasket
• •This formal complaint often prompts faster resolution

Option 2: File a Consumer Court Case

For unresolved disputes or significant damages, you can approach the consumer court:

Which Court:

• •District Consumer Disputes Redressal Commission: For claims up to ₹1 crore
• •State Consumer Disputes Redressal Commission: For claims between ₹1 crore and ₹10 crore
• •National Consumer Disputes Redressal Commission: For claims above ₹10 crore

How to File:

• 1
  Download the complaint form from your district consumer forum's website or visit in person
• 2
  Fill in details about yourself and BigBasket (the "opposite party")
• 3
  Describe the deficiency in service or unfair trade practice
• 4
  Attach all supporting documents:

- Order invoices and receipts

- Photos of defective/expired products

- Email correspondence with BigBasket

- Screenshots of your complaint and their responses

• 5
  State the relief you're seeking (refund + compensation)
• 6
  Pay the nominal court fee (usually ₹100-500 depending on claim amount)
• 7
  Submit in person or via registered post

Timeline:

• •Consumer courts aim to resolve cases within 3-5 months
• •You may not need a lawyer for claims under ₹20 lakh
• •Bring all original documents to hearings

What You Can Claim:

• •Full refund of the product value
• •Compensation for mental agony and harassment (typically ₹5,000-50,000)
• •Medical expenses if you fell ill due to expired products
• •Litigation costs

Option 3: Report to Food Safety and Standards Authority of India (FSSAI)

If you received expired or contaminated food products, report to FSSAI:

How to Report:

• 1
  Visit: https://foscos.fssai.gov.in or download the Food Safety Connect app
• 2
  Click "Lodge Complaint"
• 3
  Select complaint type: "Online Food Delivery" or "Sale of Expired/Adulterated Food"
• 4
  Provide details about the product and your order
• 5
  Upload photos showing expiry dates and product condition
• 6
  Submit

What Happens:

• •FSSAI can inspect BigBasket's warehouses and suppliers
• •They can impose penalties on BigBasket for violating food safety standards
• •Your complaint contributes to broader regulatory action

Option 4: Social Media Escalation

Public complaints often get faster responses:

Effective Strategy:

• 1
  Post on Twitter tagging @bigbasket_com
• 2
  Use hashtags: #BigBasketComplaint #ConsumerRights
• 3
  Share photos (without personal information visible)
• 4
  Be factual and professional
• 5
  State your complaint number and how long it's been pending
• 6
  Tag consumer rights accounts for visibility

Example Tweet:

"@bigbasket_com Order #ABC12345 delivered expired milk (expiry: 10-Jan-2025, delivered: 12-Jan-2025). Complained on 12-Jan, no resolution after 7 days. Ticket #XYZ789. Need immediate refund. #BigBasketComplaint #ConsumerRights"

Option 5: Report to the Department of Consumer Affairs

For serious or repeated offenses:

• 1
  Visit: https://consumerdaddy.nic.in
• 2
  File a complaint under "E-commerce Grievances"
• 3
  The department can take suo moto action against BigBasket
• 4
  Useful for systemic issues affecting many consumers

Using Niptado to Simplify Your BigBasket Complaint

Filing consumer complaints can be time-consuming and confusing. Niptado streamlines the entire process:

Why Use Niptado for Your BigBasket Complaint:

AI-Powered Complaint Drafting:

• •Answer a few simple questions about your issue
• •Get a professionally drafted complaint letter in minutes
• •Legal language optimized for consumer forums

Smart Escalation Path:

• •Niptado identifies the right authority for your complaint
• •Tracks escalation deadlines automatically
• •Reminds you when to follow up

Evidence Management:

• •Upload all your photos and documents in one place
• •Organized evidence package ready for consumer court
• •Secure cloud storage of all complaint records

Multi-Channel Filing:

• •File with BigBasket, NCH, and consumer court simultaneously
• •Track all complaint statuses in one dashboard
• •Automatic follow-up reminders

Community Support:

• •See how others resolved similar BigBasket complaints
• •Join class action bundles for systemic issues
• •Learn from successful complaint strategies

How to Use Niptado:

• 1
  Sign up at Niptado.com
• 2
  Create a new complaint and select "BigBasket" as the company
• 3
  Choose your issue from common complaint categories
• 4
  Upload evidence (photos, invoices, screenshots)
• 5
  Answer guided questions about your order and issue
• 6
  Review the AI-generated complaint draft
• 7
  File directly with BigBasket and escalation authorities
• 8
  Track your complaint status and get resolution updates

Niptado's platform takes the guesswork out of consumer complaints and significantly increases your chances of getting a fair resolution quickly.

Tips for Successful BigBasket Complaint Resolution

Do's:

✅ Act quickly - Report issues within 24 hours of delivery

✅ Be specific - Provide order numbers, item names, and exact issues

✅ Stay professional - Even when frustrated, maintain polite communication

✅ Document everything - Photos, screenshots, and written records are crucial

✅ Know what you want - Have a clear resolution goal (refund, replacement, compensation)

✅ Follow up persistently - Don't let your complaint get ignored

✅ Escalate when needed - Don't wait too long before moving to NCH or consumer court

✅ Check products immediately - Inspect items during delivery when possible

Don'ts:

❌ Don't accept partial solutions - If you're entitled to a full refund, don't settle for wallet credit unless you want it

❌ Don't discard evidence - Keep expired products and packaging until your complaint is resolved

❌ Don't be aggressive - Threats or abusive language can harm your case

❌ Don't delay - Waiting too long weakens your complaint

❌ Don't accept unsuitable substitutions - You can refuse substitutes at delivery time

❌ Don't share personal information publicly - Blur out addresses and phone numbers in social media posts

❌ Don't give up - Persistence pays off in consumer disputes

BigBasket's Return and Refund Policy (2025)

Understanding BigBasket's official policies helps you know your rights:

Return Eligibility:

• •Perishables (fruits, vegetables, dairy): Complaints must be raised within 24 hours of delivery
• •Frozen and chilled items: Must be reported within 24 hours
• •Non-perishables (packaged goods): Can be returned within 48 hours if unopened
• •Expired products: Can be returned anytime if delivered expired

Refund Methods:

• •BigBasket wallet: Instant credit (usually within 24 hours)
• •Original payment method: 5-7 business days for credit/debit cards, 7-10 days for net banking
• •Cash on delivery orders: Refund to BigBasket wallet only

Non-Returnable Items:

• •Personalized or customized products
• •Products explicitly marked as non-returnable
• •Items damaged due to customer misuse

Replacement vs. Refund:

BigBasket typically offers replacements first, but you can insist on a refund if:

• •You no longer trust the quality
• •The item is repeatedly out of stock
• •You prefer cash refund over wallet credit (may require escalation)

Real Case Studies: BigBasket Complaints Successfully Resolved

Case 1: Expired Dairy Products Leading to Food Poisoning

Issue: A Mumbai customer received milk with an expiry date two days prior to delivery. The family consumed it and fell ill.

Action Taken:

• 1
  Photographed the packaging with expiry date clearly visible
• 2
  Obtained medical certificates documenting food poisoning
• 3
  Filed complaint with BigBasket customer care
• 4
  When initial response offered only product refund, escalated to NCH
• 5
  Also filed FSSAI complaint about food safety violation

Resolution: BigBasket refunded the product value, compensated ₹15,000 for medical expenses, and issued a formal apology. FSSAI conducted an inspection of the supplier's warehouse.

Case 2: Repeated Missing High-Value Items

Issue: A Bangalore customer reported that expensive items (imported chocolates, premium oils) were consistently missing from orders despite being charged.

Action Taken:

• 1
  Documented six instances over two months with order screenshots
• 2
  Filed systematic complaint highlighting the pattern
• 3
  When customer service only refunded individual items, filed consumer court case
• 4
  Claimed compensation for repeated deficiency in service

Resolution: Consumer court ordered BigBasket to refund all missing items (₹8,400), pay ₹10,000 compensation for mental harassment, and improve their delivery monitoring systems.

Case 3: Unauthorized Substitutions Causing Allergic Reaction

Issue: A customer with nut allergy ordered almond-free products, but BigBasket substituted with items containing nuts without notification, causing an allergic reaction.

Action Taken:

• 1
  Immediately documented the substitution with photos
• 2
  Obtained medical records of allergic reaction treatment
• 3
  Filed complaint emphasizing safety violation
• 4
  Escalated to consumer forum when BigBasket offered only standard refund

Resolution: BigBasket refunded the order, paid ₹25,000 compensation for medical expenses and trauma, and updated their substitution policy to flag allergen information.

Preventing Future BigBasket Issues

While you can't control BigBasket's service quality, you can minimize problems:

Before Ordering:

• •Read product descriptions carefully, especially expiry dates when visible
• •Check reviews for specific products and sellers
• •Set substitution preferences to "call me before substituting" or "don't substitute"
• •Choose delivery slots with adequate time for inspection

During Delivery:

• •Inspect items before accepting delivery when possible
• •Check for damaged packaging or leaking products
• •Verify item count against invoice
• •Report issues immediately to delivery personnel

After Delivery:

• •Check expiry dates on all products within 24 hours
• •Store perishables properly to maintain evidence if needed
• •Take photos of all items if you suspect quality issues
• •Raise complaints immediately, don't wait

Use BigBasket Features:

• •Enable notifications for substitutions
• •Set up preferred alternatives for frequently ordered items
• •Use the "Do not substitute" option for critical items
• •Leave feedback after every order to create a record

Frequently Asked Questions

Q: How long do I have to report a problem with my BigBasket order?

A: For perishables and quality issues, report within 24 hours. For wrong items or missing products, report within 48 hours for best results, though you can report anytime.

Q: Will I get a cash refund or only BigBasket wallet credit?

A: For orders paid via card/UPI, you can request refund to original payment method. For COD orders, refunds typically go to BigBasket wallet. If they refuse cash refund, you can escalate.

Q: Can I refuse substitutions at the time of delivery?

A: Yes, you can refuse substituted items at delivery and request a refund for those items.

Q: What if BigBasket refuses to refund for expired products they delivered?

A: This is a serious violation. Escalate immediately to NCH and FSSAI. You have strong grounds for a consumer court case.

Q: How long does BigBasket take to process refunds?

A: Wallet refunds: 24-48 hours. Original payment method: 5-7 business days for cards, up to 10 days for net banking.

Q: Can I claim compensation for food poisoning from expired BigBasket products?

A: Yes, in consumer court you can claim medical expenses, compensation for suffering, and litigation costs with proper medical documentation.

Q: What's the maximum compensation I can get in consumer court for a BigBasket dispute?

A: This depends on your actual losses (product value, medical expenses) plus compensation for mental agony (typically ₹5,000-50,000 depending on severity).

Q: Do I need a lawyer for a BigBasket consumer court case?

A: For claims under ₹20 lakh, you can represent yourself. The process is designed to be consumer-friendly.

Q: How do I prove items were missing from my delivery?

A: Compare your invoice/order confirmation with photos of received items. Delivery receipts and immediate complaint documentation strengthen your case.

Q: Can I join a class action against BigBasket?

A: Yes, if multiple consumers face the same systemic issue. Platforms like Niptado facilitate complaint bundles for collective action.

Conclusion: Know Your Rights and Take Action

BigBasket's service failures—whether expired products, missing items, or poor substitutions—are not just inconveniences; they're violations of your consumer rights. You don't have to accept substandard service or lose your hard-earned money to corporate indifference.

By following this comprehensive guide, you now know how to:

• •Document issues effectively
• •File complaints through the right channels
• •Escalate to government authorities when needed
• •Seek appropriate compensation for your troubles
• •Use tools like Niptado to simplify the complaint process

Remember: Every complaint you file not only helps you get justice but also pushes BigBasket to improve their service quality for all customers. Consumer complaints drive corporate accountability.

Don't accept deficiency in service. We fight for your rights today, escalate when needed, and claim the justice you deserve.

Whether you choose to handle the complaint yourself or let Niptado build your advocacy case, the most important step is to take action. Your voice as a consumer matters, and the law is on your side.

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*Disclaimer: This guide provides general information about filing complaints against BigBasket and is not legal advice. Consumer rights laws and company policies may change. For specific legal guidance, consult a consumer rights attorney. Niptado is a consumer advocacy platform and is not affiliated with BigBasket.*

Start Your BigBasket Complaint with Niptado Today: [File Complaint →](https://niptado.com/file-complaint)

Need Help? Contact our consumer advocacy team at support@niptado.com or join our community forum to connect with others who have resolved BigBasket disputes.