New Delhi: A recent gesture by BigBasket, the popular online grocery platform, has stirred controversy after sending free marigold flowers to a Bengaluru customer during Onam, a festival celebrated predominantly in Kerala. The recipient, Sushma Iyengar, took to X (formerly Twitter) to voice her dissatisfaction with the unexpected gift.Backlash faced by usersIyengar questioned the appropriateness of receiving marigold flowers, a traditional Onam symbol, considering the festivals regional significance. In her post, she remarked, “So according to BigBasket, we should celebrate Onam! Whether we like it or not is not up to us. It is up to them.” She further criticized the companys decision, stating, “They come and forcefully dump this on us. Will you do the same for other festivals Varamahalakshmi Dasara Deepavali Why give it for free for Onam This is worse than conversion.”So according to @bigbasket_com , we SHOULD celebrate onam! We like it or not is not upto us. It is upto them!They come and forcefully dump this on us. Will you do the same for other festivals Varamahalakshmi Dasara DeepavaliWhy give it for free for ONAM This is worse… pic.twitter.com/bV0oiWr8UR— ಸುಷ್ಮಾ ಅಯ್ಯಂಗಾರ್ (@malnadkoos) September 15, 2024Iyengars post quickly gained traction, leading to a flood of responses from social media users. Some defended the gesture, suggesting that free flowers are a harmless gift and could be passed on to someone who celebrates Onam. “Theyre literally giving away free flowers, and you found a problem even with that,” one user commented. Others lamented the negativity towards a simple, festive offering. “It makes me so sad to think someones life is so rough that theyre complaining about getting free flowers,” another user said.Strategy to enhance customer experienceSupporters of BigBasket have defended the companys practice of distributing free gifts to its customers, arguing that this is part of a broader, inclusive approach to celebrating various festivals throughout the year. The gesture of sending complimentary items is not confined to Onam but extends to other significant occasions as well.BigBaskets approach to distributing free gifts is rooted in a strategy designed to enhance customer experience and celebrate diversity. For instance, during Diwali, a major festival in India characterized by lights and festivities, BigBasket has sent diyas (traditional oil lamps) to customers. These diyas are symbolic of the festivals theme of light overcoming darkness and are appreciated by customers as a thoughtful touch.These gestures are intended to reflect BigBaskets commitment to recognizing and celebrating a range of cultural and religious festivals observed across India. By including items related to these diverse celebrations, the company aims to foster a sense of inclusivity and community among its customers.
