First Experience: Buying from Grofers
Yesterday I noticed that Grofers.com was offering a 20% sign up discount. That was a good enough reason for me to try it out. So I downloaded the app and signed up.
The interface was good and very quickly I filled up my card with an order worth Rs. 1000. Delivery was smooth and quick in NCR and full marks to Grofers for a hassle free buying experience.
Overall, quality of fruits and vegetables is better than PepperTap and BigBasket. That means Grofers delivery guys take good care while picking up stuff. Prices were at par. Neither too high, not low.
Interesting thing happened when I realized that one item has been wrongly ordered. To my surprise, I could not locate the returns tab in my orders for returning or replacing a particular item.
So, I ended up calling up on their customer care number.
Interestingly, they asked me to send the picture of the item that I want to return on a WhatsApp number. Wow, that's what you would call a HyperLocal customer support.
Subsequently, I send the details to a WhatsApp number and the next day a replacement was sent.
And to add to the surprise, they did not collect the product that I ordered wrongly.
No tracking of orders and no streamlined process for returns.
In the end, good for the customer but an endless survival struggle for the company. That's what you call burning cash in true sense.
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