Bigbasket.com — Mental torture

Hello. My name is Simran. I am a regular customer of bbdaily. From few months I am facing very serious issue which seems to harrassing me mentally and physically. I was harrassed by delivery agent of bbdaily every morning at 6am for few days in March, as the person use the knock door every morning at 6 am and kept asking my mother ( who use to stay alone) either for the item he mentioned is not of good quality or for any his personal reasons. At last, when he used to continue the same, I have raised complaint to Twitter and they promised the same will not happen. Just after 1 month again, on 9th May, the agent again at 5:50 am knocked the door again( luckily I was present) and I understood it was him so I didn't opened the door at first but he kept banging the door 7 times to be exact. I opened the door, I asked him why did he knocked when I specifically opted for the option not the ring the bell in the morning. He have provided a different house number and different lady's number and showed me his WhatsApp messages where he was asking for money from that lady because she returned some item and the lady mentioned not to call her as he kept calling her at night on WhatsApp. The number was starting with 801.I told him that it's not the correct house number and the contact number is of different person as well. Immediately he put the phone inside his pocket and asked money for the item i returned. I then asked him to leave immediately because it's not the first time and the customer service agent never asked me to return the item or return the amount to delivery agent. I then closed the door. He didn't left, he kept banging the door with all his power created a scene and left. Same day I raised complaint against him again to the customer service agent and asked to speak to someone who is senior upon doing so I asked them to arrange a callback from Area manager so that I can escalate it to them. The escalation agent confirmed that callback from him has been arranged. 24 hours crossed, no help. I then raised the request to Twitter, the lady called me and tried calling area manager, he didn't picked up the call. Follow up was again arranged. Next day, I again asked for update, again a different agent called and I had to explain everything from the starting as no one leaves note of the previous contact. The person called the area manager of west bengal Rajarhat and asked why he didn't called me when his previous colleague sent him an email, the area manager immediately responded stating he tried contacting me several times but I was not responding (he didn't know I was on the same call) then customer service agent responsed that I am on line, he within a second changed the statement to his phone network was not working. I then asked him how many times have you received complaint regarding the delivery agent and what action has been taken Without understanding the situation, he replied that "Maine bola hain, nahi Manta hain toh kya kare" " main area manager hu, mere niche 6 log kaam karte hain, ab main wehsab dekhunga kya" customer service agent was just sitting instead of helping me to resolve the issue. I told him, that he behaviour is harrassing us and I am raising complaint to police if you will not help. The area manager then confirmed that he will make sure he never knocks the door. I agreed stating I am keeping this call recorded.What happens next is, I placed order for the next day and they keep cancelling orders. I again called customer service and the agent mentioned that it was cancelled due to operational issues, I again asked for escalation and the lady told me that the item was not available and promised this will not happen from the next day as she have escalated the issue and created a follow up. Again the next day, all my orders are cancelled because of the operational issues. I waited for the callback which I never received. Again I had to register a complaint to Twitter team, again an agent called who didn't even know the issue and I had to explain everything from the starting, this time I have asked him to arrange a conference with City manager (Kolkata) and he did, City manager instead of knowing the full issue, he just keep supporting his area managers and delivery agents fault. Now, City manager told me that because I complaint for the items due to quality, they will not deliver to my address. They will only deliver if I confirm that I will not raise any complaint in regards to the item which are delivered or if I raise I will have to give the money to the delivery agent or to the area manager. I want you to answer me, isn't the main motive of the bbdaily is to provide Customer good quality items? And if we find any item which is not of good quality, why won't I raise the complaint? And if I need to give the amount back to the delivery agent why aren't your customer service agent is asking the same to me? Why on every contact they asked me to disposed the item and they have added the amount to the wallet. If the amount is added to the wallet why do I need to pay it to the area manager and how can the City manager is supporting? Also, how come without customers consent, the area and City manager is sharing customers personal phone number with the delivery agent and asking to harrass the customer?How can customer service agents even the social media team cannot raise any escalation on this and the last decision is made by the city manager who is harrassing the customer? Where will customer go if they are getting harrassed continuously? Why without giving any proper reason my orders were getting cancelled?I hereby request you to help me with the ridiculous service I am getting?