Verified: 16 June 2026 04:30 am IST
Industry: E-Commerce & Retail (Packaged Foods & QSR Restaurants)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs / FSSAI
Important Safety Warning: Beware of the “Fake Franchise & Customer Care Scam.” Scammers frequently buy ads on Google displaying fake Bikanervala/Bikano dealership offers and helplines. This is a scam. Bikanervala staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed online sweets delivery.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing online items, spoiled food, foreign objects in sealed packets, or restaurant service issues) directly to the correct helpdesk. You MUST have your product batch number, manufacturing date, and store location ready.
For Bikanervala (Restaurants & Sweets): Email customercare@bikanervala.com or call 9650075931.
For Bikano (Packaged Snacks & Namkeen): Email customercare@bikano.com or call 011-47006709.
Availability: The regional helpdesks and corporate phone lines generally operate Monday to Saturday, from 10:00 AM to 7:00 PM IST.
Timeline: Because of the perishable nature of their goods, Bikanervala aims to resolve most standard Level 1 missing/damaged item queries within 48 to 72 hours, while complex manufacturing/quality investigations for Bikano packets may take 7 to 10 days.
Level 2: Internal Escalation (Corporate Grievance Office)
Who to contact: If Level 1 support fails, your refund is unjustly denied, or you find a hazardous object in a sealed packet, you must formally escalate to the corporate entity. You must email your formal grievance utilizing the exact subject line “Attn: Grievance Officer - Escalation” to customercare@bikanervala.com (for restaurants) or customercare@bikano.com (for packaged goods). You must include your registered mobile number, batch number, and photos of the product/receipt. Written legal notices must be sent to the Corporate Headquarters (Grievance Officer, Bikanervala Foods Pvt. Ltd., A-28, Lawrence Road Industrial Area, Keshav Puram, Shakurpur, New Delhi, Delhi – 110035).
Timeline: By law, the company must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline & FSSAI)
Authority: If the corporate office rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation. (Note: If your complaint is strictly regarding food poisoning, contaminated packaged snacks, or unhygienic restaurant conditions, you must report it to the Food Safety and Standards Authority of India - FSSAI).
Portal/Contact: You must register your grievance on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure the company’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or the company refuses to comply with a demand for compensation regarding severe food adulteration, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission against Bikanervala Foods Pvt. Ltd. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the purchase of a defective product or the denial of a refund) occurred.
Community Action: Is Bikanervala refusing to refund a missing online order, or are you looking for the correct template to formally escalate a contaminated food complaint to the New Delhi Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!