Is BigBasket losing its edge?

Is bigbasket.com Losing Its Edge in the Online #Grocery Game? 🤔

My recent experiences with #BigBasket (BB) have left me believe they are!
Ever since BB decided to go all-in on #QuickCommerce with #BBNow, their service quality has taken a hit.

Here's what I've noticed:
1️⃣ Multiple Deliveries & Missing Items
Not sure why, my orders are now broken into multiple shipments! The result? Multiple delivery agents show up at my door and often items are missing. In my last order with them, almost half the items were missing!
The worst part? #CustomerService feels robotic, offering generic responses instead of meaningful resolutions. (Knock knock, #AI?)
2️⃣ Stock-Outs on Key #SKUs
BigBasket was my go-to for its extensive SKU availability, even at a premium price point. This saved me the hassle of placing orders with multiple vendors or visiting physical stores.
But now, many of the items I regularly order are perpetually out of stock, forcing me to explore alternatives.

What’s Going Wrong?
It feels like the pivot to quick commerce was a rushed decision, likely driven by herd mentality, without proper planning. I believe this aggressive push has:
- Overburdened their #supplychains, resulting in inefficiencies.
- Created a scenario where they’re failing to deliver value on all fronts—convenience, availability, and customer support.

As a pioneer in the online grocery space, BigBasket’s decline due to poor strategies and subpar service would be unfortunate to witness. Remember every company has a USP, without that they won't be able to survive, with the latest push in Quick Commerce, BB is losing out on its USP!

Have You Faced Similar Issues while ordering from BB recently? Do share your experience