Name of Complainant	Rahul
Date of Complaint	September 13, 2022
Name(s) of companies complained against	SWIGGY
Category of complaint	Hotels & Restaurants
Permanent link of complaint	Right click to copy link
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Please refer to order numbers 145981896028 and 145985504806 placed on 11.09.2022 using Swiggy App.
Order number 145981896028 was placed at 8:01 pm on 11.09.2022. The delivery executive reached my location at around 8.45 pm and showed me that all contents of the order had spilled in his bag and mentioned that he had raised the issue with customer support. I called customer support and was informed that the order will be replaced. So instead of receiving  my order at the stipulated time I had to wait for another hour expecting delivery of the replacement order. 

The replacement order number 145985504806 was placed at around 8:55pm.
At 9:53, I received a call from customer support stating that the order was running late and would be dispatched from the restaurant in another 7 – 12 minutes. 
At 10:02 pm, I received a call again from customer support stating that the order was running late and would be dispatched from the restaurant in another 10 – 12 minutes.
At 10:12 pm, I received a call again from customer support stating that there had been a mistake and another delivery partner had taken my order and so the order could not be delivered. This absolutely drove me nuts. My family had been waiting for dinner and the support executive had the guts to inform me that my order had been picked up by some other delivery executive. It made me curse both the support partner and the delivery executive and I asked to be connected to a supervisor which was not done. 
At 10:15 pm the same support executive called again and stated that he was connecting me to the supervisor and disconnected the call.
At 10:18 pm, thoroughly frustrated and extremely irritated with the harassment from Swiggy, I called customer support and politely asked the support executive to connect me with a supervisor which she did after multiple attempts from her side. The supervisor who attended the call, Mr. Shubham, also said that some other delivery executive had gotten hold of my order and so he could only cancel my order and issue a refund. I was not having any of this, how can somebody else that too a Swiggy Partner can pick up my order and Swiggy cannot get in touch with him to deliver the order to me. The call was further escalated and I voiced my opinion with the escalation supervisor who told me that he was unable to assist me any further and could only issue a refund against the order and a complimentary coupon of Rs. 250/- for all the trouble I have had over the past 3 hours. The duration of this call was 40 minutes and 38 seconds.During the course of this call, I received 3 messages from Swiggy stating that “The Swiggy Delivery person is at your location to deliver your order X4806, however is unable to reach you. Please call him immediately, to avoid cancellation.” The messages were at 10:32 pm, 10:37 pm and 10:48 pm.
The call was finally over at 10:59 pm but the tribulation was not meant to end here. The Swiggy app reflected cancellation of my order and showed the refund was zero as I had initiated cancellation. I connected with Chat Support as I was not in the mood to speak any more. 
The chat was connected to Mr. Kaustubh at 11:00pm. I shared my concern and Mr. Kaustubh requested a few minutes to check my query at 11:03 pm and then sent a message thanking me for staying connected at 11:05 pm and disappeared until 11:15 pm saying sorry for the delayed response. In the meantime, I had already made the effort to call customer support and got my query resolved and I let this be known to Mr. Kaustubh with a lot of sarcasm. at 11:18 pm. And mother of all jokes – he took 9 minutes to send me a Thank you for choosing Swiggy at 11:27 pm.

Because of this ordeal my son had to drink a glass of milk with some Parle-G and my wife and I did not eat anything.

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