‘Sorry default model’: BigBasket confusion sparks amusement after compliment misinterpreted as complaint

During a light-hearted chat on X, online grocery retailer BigBasket found itself at the center of a fun misunderstanding following a customer’s positive review.

The incident came to light when Amirtha Murugesan, a user of platform bag. combo pack available at reduced price. “Well done, BigBasket,” she wrote, sharing a screenshot of the cleverly marketed pack and tagging the company.

However, the praise was misinterpreted by BigBasket’s customer service team, who reacted as if it was a complaint. “We regret the inconvenience caused. Could you please help us with your registered contact number via DM? We will do our best to resolve this issue,” the company responded in an attempt to resolve an issue that did not exist.

This humorous exchange quickly gained attention, leading to widespread amusement among X users. Many users reacted with laughter, commenting on the confusion, and urging BigBasket to read the original post carefully. “Brother, she is praising you. Why are you sorry? » wrote one user, summarizing the widespread confusion.

Industry observers have noted that such misunderstandings could indicate the growing reliance on automated responses in customer service. Ganesh Sonawane, founder and CEO of Frido, said: “Praise is so rare that most brands automatically assume that marking means complaint. »

Another user joked: “Robot life is so tricky,” while others called for more personal interaction in customer service. “Automation ends up feeling weird sometimes,” user Nikhil added, arguing for the benefits of having real people respond to customer requests.

As the comedic exchange continued, it highlighted that brands sometimes need to monitor social media, where a single negative review could potentially damage their image while inadvertently leading to humorous misinterpretations, even in the face of praise.