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Grievance Redressal
Smart Bignaam is committed to providing a transparent, responsible and customer-focused shopping experience. This page explains how customers can raise a grievance and how we handle customer concerns.
📢 Need to Raise a Grievance?
If you have a complaint, concern or unresolved issue relating to your order, product, payment, delivery, customer service or website experience, please contact our support team with the relevant details. We will review the matter and provide an appropriate response.
1. Purpose of Grievance Redressal
The grievance redressal process is intended to provide customers with a clear channel for raising concerns and seeking assistance regarding their experience with Smart Bignaam.
We aim to review complaints fairly and respond within a reasonable period, depending on the nature and complexity of the matter.
2. Matters You Can Raise With Us
Customers may contact us regarding matters including, but not limited to:
📦 Order Issues
Problems relating to order processing, order status, cancellation or fulfilment.
🚚 Delivery Issues
Concerns relating to delayed, failed, damaged or incorrectly delivered shipments.
💳 Payment Issues
Concerns involving payment processing, failed transactions or eligible refunds.
🛍️ Product Issues
Concerns relating to a product received or discrepancies that require review.
📩 Support Issues
Concerns relating to customer-support communication or unresolved service requests.
🌐 Website Issues
Problems relating to website functionality or information displayed on the website.
3. Grievance Redressal Process
For efficient handling of your grievance, please follow the process below:
Send your grievance to our official customer-support email.
Include your order number and a clear description of the issue.
Our team reviews the information and may request additional details where necessary.
We provide an appropriate response or resolution based on the circumstances.
4. Information to Include in Your Complaint
To help us investigate your grievance efficiently, please provide as much relevant information as possible:
- Customer name.
- Order number, if applicable.
- Registered mobile number.
- Registered email address.
- Product name, if applicable.
- Payment or transaction reference, where relevant.
- Tracking number, where relevant.
- A clear description of the grievance.
- Photographs, screenshots or other supporting information, where applicable.
5. Review & Response
After receiving a grievance, we may review the available order, payment, delivery or customer-support information to understand the matter.
Where additional information is required, we may contact the customer using the details provided with the complaint.
The time required to review and resolve a grievance may vary depending on the nature of the complaint and whether information from third parties such as delivery partners or payment providers is required.
6. Matters Involving Third-Party Service Providers
Certain matters may involve third-party service providers, including payment gateways, banks, courier companies, logistics providers or other service partners.
Where appropriate, Smart Bignaam may coordinate with the relevant service provider to investigate or resolve the matter.
7. Customer Responsibility
Customers are requested to provide accurate and complete information when submitting a grievance.
Providing incorrect information, incomplete order details or insufficient supporting information may make it difficult to investigate the matter.
8. Escalation
If a customer believes that a previously raised complaint has not been adequately addressed, the customer may contact our support team again and clearly mention that the matter is an escalation of an earlier grievance.
Please include the previous communication, order number and any relevant reference information so that the matter can be reviewed efficiently.
📩 Grievance Contact
For customer grievances and support-related complaints, please contact:
Customer Support
support@bignaam.com
Business Enquiries
business@bignaam.com
Support Hours
Monday – Saturday
10:00 AM – 7:00 PM IST
🛡 Legal & Business Information
BIGNAAM ENTERPRISES
Proprietorship
23BLRPL8356F1ZQ
Smart Bignaam
smart.bignaam.com
support@bignaam.com
business@bignaam.com
Monday – Saturday
10:00 AM – 7:00 PM IST
India
💙 Your Feedback Matters
Smart Bignaam values customer feedback and uses genuine complaints and suggestions to improve its services and customer experience.
Smart Choices. Better Living.
Smart Bignaam
Operated by BIGNAAM ENTERPRISES
GSTIN: 23BLRPL8356F1ZQ