11 Factors in the BigBasket vs Amazon Fresh Battle

10. Customer service and returns

Customer service quality is a frequent tiebreaker when deliveries are similar in speed and price. Handling returns or refunds for perishables quickly builds trust. BigBasket’s operational history in India means it has built processes for refunds, replacements, and quality-resolution, though execution varies by city and partner. Amazon Fresh benefits, where it can plug into Amazon’s broader customer service platform, which often provides fast refunds and a standardized return policy in markets where Amazon is established. The availability of same-day support, clear refund timelines, and easy returns for produce are practical factors that influence repeat purchases. For industry watchers, strong customer service reduces churn and can offset higher acquisition costs. For shoppers, quick reimbursement and painless replacements often matter more than a small difference in delivery time.