Name of Complainant	Tajinder Kaur
Date of Complaint	June 9, 2023
Name(s) of companies complained against	SWIGGY
Category of complaint	E-Com & Retail
Permanent link of complaint	Right click to copy link
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Text of Complaint by Tajinder Kaur:

Consumer Complaints Court
Mumbai
Maharashtra

Subject: Formal Complaint Against Swiggy Food Delivery Company and Its Delivery Partners

Dear Sir,

I hope this letter finds you in good health and high spirits. I am writing to bring to your attention a recurring issue I have been facing with Swiggy, a popular food delivery company, and its delivery partners. The purpose of this complaint is to seek your assistance in addressing the rude behavior and refusal of delivery by Swiggy’s delivery partners, despite the collection of a home delivery fee.

I have been a regular customer of Swiggy for over a year now, and unfortunately, I have repeatedly encountered instances where the delivery partners employed by Swiggy have displayed unprofessional conduct and have refused to deliver the food parcels to my address. This refusal to deliver the paid-for parcels is particularly distressing, considering that Swiggy charges a separate fee for home delivery.

Not only is this behavior disrespectful and inconvenient, but it also represents a breach of the agreement between Swiggy and its customers. The consistent refusal to deliver food parcels, despite the collection of a home delivery fee, is an unacceptable practice that warrants immediate attention and resolution.

Furthermore, it has come to my attention that the delivery partners employed by Swiggy have adopted a policy of canceling orders if they are not collected from the roadside. This approach not only compromises the convenience and safety of customers but also goes against the fundamental principles of a reliable food delivery service. What is even more disheartening is the fact that the customer care department of Swiggy supports and enables this culture of the delivery partners, rather than addressing the issue and ensuring quality service.

I believe it is imperative for the government to intervene in such matters to protect the rights and interests of consumers. I kindly request your intervention in investigating this matter and taking appropriate actions against Swiggy for its failure to provide the promised service and for the consistent misconduct of its delivery partners.

In light of the aforementioned issues, I request the following actions to be taken:

1. Conduct an inquiry into the repeated incidents of rude behavior and refusal of delivery by Swiggy’s delivery partners, despite the collection of a home delivery fee.
2. Establish stricter guidelines and regulations for food delivery companies to ensure that they fulfill their commitments to customers and provide quality services.
3. Enforce penalties or other appropriate measures against Swiggy for its failure to address these recurring issues promptly.
4. Implement mechanisms to hold Swiggy’s customer care department accountable for its support of the delivery partners’ culture and failure to resolve customer complaints satisfactorily.
5. Regularly monitor and audit food delivery companies to ensure compliance with established standards and to safeguard the rights and interests of consumers.

I am confident that your attention to this matter will lead to significant improvements in the quality and reliability of food delivery services in our region. I believe it is crucial to address these issues promptly to prevent further inconvenience to customers and to uphold the integrity of the food delivery industry.

Thank you for your time and consideration. I have enclosed relevant order ids below for your reference on which Swiggy never gave the complaint numbers in any form or email or sms. There are several such instance and order numbers which could be provided. I look forward to a positive resolution to this matter.

Order #169134931116 – Delivery partner was rude/Refused to delivery at Home/Cancelled the Order as well on his own. Even the Customer care representative was in support of the delivery partner and after talking for more than 30 mins hung up on us. Dated 6th June’23.

When spoke to their escalation team i was assured it wont happen again and was also promised a follow up from their managers regard this matter but never received their promised call moreover faced the same issue next day.

Order #145074120174186 – Delivery partner showed disrespect and was adamant for not delivering the parcel to home. Dated 7th June’23

Order #169223341667 – Delivery partner rudely said why do we order when we cant come and collect the order from roadside and refused to deliver to home. Also said Swiggy has given them orders not to deliver to home nor does Swiggy gives them money to deliver to door steps of the consumer/customer. Dated 7th June’23

Yours sincerely,
Tajinder Kaur

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