Online grocery platform BigBasket recently found itself in the spotlight after an X (formerly Twitter) user, Amirtha Murugesan, praised the company for a creative combo deal offering sanitary napkins and ice cream together.
Murugesan took to the platform to compliment BigBasket for the thoughtful pairing, sharing a screenshot of the discount and writing, "Well played @bigbasket_com," to applaud the clever marketing.
The post quickly garnered attention, with many social media users praising the combo for its relevance and creativity. "What a mastermind marketing plan," commented one user, while another said, "This combo pack is the e-commerce version of 'I feel you, girl'." Others expressed admiration for the thoughtfulness behind the offer, calling it a "problem-solving combo" that showed an understanding of women's needs.
However, in a humorous twist, BigBasket misinterpreted Murugesan's praise as a complaint and issued an apology for a non-existent issue. "We regret the inconvenience caused. Could you please help us with your registered contact number via DM? We'll do our best to sort this issue out," the company responded.
This automated reply left many users amused, with some posting laughing emojis and others urging BigBasket to read the post carefully before responding. One user quipped, "When they're so used to handling complaints, the default template turns to 'Sorry'." Another added, "Bestie, they're praising youuu."
The mix-up also sparked a conversation about the challenges of automation in customer service, with some suggesting that companies should employ real people to handle queries. "Bot life is so awkward," one user remarked, while another referenced a similar incident involving Indigo Airlines.
Murugesan's original post, shared a few days ago, has since accumulated over 200,000 views and numerous comments, with many continuing to find humor in the situation and appreciating the creative combo from BigBasket.