| Name of Complainant | |
| Date of Complaint | July 10, 2019 |
| Name(s) of companies complained against | SWIGGY |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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This is regarding my order id 45833593394 with Swiggy today (10/07/19) I had placed an order with The Wadapav Cafe Elite, Pune. I received the order confirmation and also that it had been picked up by the delivery person Bijan Dhar.
After which I received series of 5-6 calls at an interval of 5 minutes from the Swiggy customer care executives asking me to confirm my address saying that it couldn’t be located. I confirmed my address with them each time and told them that I am a regular customer of Swiggy and no delivery guy has ever had any problem locating my house. In fact I had received order from them even two days back. They reassured me (each time some new person would call) that my order would soon be delivered. After waiting for more than an hour. I called the delivery guy Bijan Dhar who told me that he knows the location but is unable to come because there is traffic jam. I told him OK then u take ur time but deliver it to me on which he said no I cant do that, food has also now become cold so it will be better if u cancel the order. He tried to convince me that I cancel the order. I could very easily understand that he was just lying and wasn’t interested in delivering the order in the first place.
This is such irresponsible behavior on his part. He never called me even once during the one hour wait, to inform me about the delay, nor that he is unable to or rather doesn’t want to deliver it. When I call him he asks me (tries to convince me) to cancel the order. Isn’t it his responsibility to inform me and also Swiggy that he is unable to deliver the order??? When I questioned him he very shamelessly told me that u make a complaint or do whatever you want but I am not delivering. I told him it’s not my responsibility to cancel the order, it is his. To which he finally said yes but ultimately didn’t do anything.
After speaking to him I get yet another call from the customer care executive (again to confirm my location) I informed him that there is no problem with my location, the delivery guy has told me that he will not be delivering my order, if you want you cancel it but I need my complete refund and that I want to register a complaint regarding the same. He again reassured me mam your order will be delivered soon before disconnecting the call.
When the call was disconnected, I got a message stating that my order has been cancelled and they would be refunding only a part of my payment after deducting cancellation fee. I was shocked!! After all the torturing experience with numerous customer care executives and the delivery guy, swiggy decided to deduct cancellation charges!!
I am appalled by this lapse in the system and such poor handling.
I made a call to the contact that was available in the app to help with the order and they said they would reverse the cancellation charges.
But the issue is not just about me receiving my complete refund ultimately. It’s much bigger.
Why was I receiving ‘n’ number of calls to confirm my location when I receive deliveries from Swiggy on a regular basis?
On top of that the delivery guy Bikaner Dhar was rude and extremely reluctant. He did not bother to call me e en once regarding the delay and was just giving lame excuses and convincing me to cancel the appointment.
I wasted more than 2 hours of my precious time just talking with numerous customer care executives, resolving the issue and didn’t receive my order either. I gained nothing from this except for gruesome mental harassment for more than 2 hours. I hope Swiggy will take the matter seriously and try to take care of such issues with more care and respect for the customer’s time.
Most pathetic experience ever. Will never order from swiggy again.
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