Grievance Redressal
Bignaam values customer feedback and takes complaints seriously. This page explains how customers can raise concerns and how we may review and address them.
Need Help With an Order?
For most order-related concerns, please contact our customer support team first. This gives us an opportunity to understand the issue and work toward an appropriate resolution.
1 Purpose of This Grievance Policy
This Grievance Redressal Policy provides customers with a clear channel for raising complaints, concerns or unresolved issues relating to their experience with Bignaam.com.
Our objective is to review complaints fairly, understand the circumstances and provide an appropriate response based on the applicable policies, order information and circumstances of the case.
This process is intended to complement our existing Customer Support, Return & Refund, Shipping, Payment and other applicable policies.
2 What You Can Report
Customers may contact us regarding concerns such as:
Order Issues
Concerns relating to an order, delivery or received product.
Payment Issues
Payment failures, duplicate charges or other transaction-related concerns.
Return & Refund
Concerns regarding an applicable return, replacement or refund request.
Product Concerns
Issues relating to damaged, defective, incorrect or materially different products.
You may also contact us regarding other genuine concerns connected with your experience on Bignaam.com.
3 Please Contact Customer Support First
We encourage customers to contact our support team before escalating a complaint.
๐ค Why Contact Us First?
Many issues can be resolved quickly when we have the Order ID, relevant details and a clear description of the problem.
Our support team can review the matter and, if necessary, refer it for further consideration.
๐ Bignaam Customer Support
Email:
Support Hours: Monday โ Saturday, 10:00 AM โ 7:00 PM IST
4 How to Raise a Complaint
You can raise a complaint by emailing our official customer support address.
Send an Email
Email your complaint to support@bignaam.com .
Mention Your Order ID
Include your Order ID whenever the complaint relates to a particular order.
Explain the Concern
Clearly explain what happened and what assistance you are requesting.
Attach Supporting Information
Where relevant, provide photographs, videos, payment references or other supporting information.
5 Information That Helps Us Review Your Complaint
Depending on the nature of your complaint, please provide:
- Order ID, where applicable.
- Name used for the order.
- Registered email address or other relevant contact information.
- Product name or relevant order details.
- Clear description of the issue.
- Photographs or videos where they help explain the problem.
- Payment or transaction reference, where relevant.
- Any previous communication relating to the same issue.
Please avoid sending unnecessary sensitive information such as passwords, OTPs, UPI PINs, CVVs or complete card details.
6 Complaint Review Process
Once a complaint is received, we may review the information provided and, where necessary, check relevant order, payment, delivery or product records.
Complaint Received
We review the information submitted by the customer.
Information Review
Relevant order or transaction details may be checked.
Clarification
We may contact the customer for additional information where reasonably required.
Response
We provide an appropriate response based on the circumstances and applicable policies.
7 Possible Resolution
Depending on the nature of the complaint and the applicable policy, a resolution may include:
- Clarification or information about an order.
- Delivery-related assistance.
- Replacement or return assistance where applicable.
- Refund processing where approved.
- Warranty assistance where applicable.
- Correction of an identified issue.
- Another appropriate resolution based on the circumstances.
The resolution available will depend on the facts of the individual case and the applicable Bignaam policy or legal requirements.
8 Escalation of an Unresolved Complaint
If you believe that your concern has not been adequately addressed, please reply to the existing support communication or send a follow-up email to:
๐ฉ Complaint Escalation
Email:
Please include your original Order ID and previous communication, if available, so that the matter can be reviewed efficiently.
โ ๏ธ Please Avoid Duplicate Requests
Sending multiple separate emails about the same issue may make it harder to track the conversation. Where possible, please continue the existing email thread.
9 Response Timeline
We aim to respond to customer inquiries and complaints within a reasonable period, taking into account the nature and complexity of the issue.
๐ Customer Support Hours
Monday โ Saturday: 10:00 AM โ 7:00 PM IST
Messages received outside support hours, Sundays or public holidays may be reviewed on the next available business day.
Certain matters may require additional time when verification, courier information, payment confirmation, seller information or other third party information is necessary.
10 Responsible Communication
We understand that customers may be frustrated when an issue occurs. We ask that all communication with Bignaam representatives remains respectful and factual.
Threatening, abusive, fraudulent or intentionally misleading communications may affect how a matter is handled, subject to applicable law.
Our goal is simple: understand the genuine concern, investigate it fairly and work toward an appropriate solution.
11 Official Grievance Contact
For customer complaints, unresolved order issues and grievance-related communication, please use our official support email.
๐ Bignaam Customer Support
Email:
Support Hours: Monday โ Saturday, 10:00 AM โ 7:00 PM IST
๐ฉ Submit a Complaint๐ Our Commitment to Customers
We Listen
Every genuine customer concern deserves to be heard and understood.
We Review
We aim to consider the relevant information before responding to a complaint.
We Communicate
We aim to keep customers informed about complaint-related matters.
We Care
Customer trust is an important part of the Bignaam journey.
๐ Legal Information
Legal Entity Name: BIGNAAM ENTERPRISES
Business Type: Proprietorship
GSTIN: 23BLRPL8356F1ZQ
๐ Grievance Contact
Customer Support:
Monday โ Saturday, 10:00 AM โ 7:00 PM IST
๐ Your Voice Matters to Bignaam
We are building Bignaam one customer, one order and one experience at a time. If something goes wrong, please give us the opportunity to understand it and work toward a fair resolution.
Thank you for trusting Bignaam.
๐ Contact Bignaam Support