Swiggy — Complaint Against Swiggy for Non-Delivery of Order and Unjust Cancellation Charges

Address: A-13/11 Sulabh Awas Transport Nagar Lucknow

Dear Sir/Madam,

I am writing to lodge a formal complaint against Swiggy for their failure to deliver my food order and their unjust practices regarding cancellation charges.

Details of the Issue:
Order Number: #[protected]
Order Amount: ₹239/-
Delivery Address: A13/11 Sulabh Awas, Transport Nagar, Near Parking No. 7, Sector-O Mansarovar, Transport Nagar, Lucknow
Contact Number: [protected]
I placed the order on 30-November-2024 from The Manish Eating Point through Swiggy. Despite providing my correct and permanent address, the delivery partner went to the wrong location. When I called to guide him to the correct address, he refused to come and deliver the order.

I immediately contacted Swiggy’s customer care to resolve the issue. However, their representatives were unhelpful and repeatedly disconnected the call without providing a solution. Over the course of one hour, I interacted with 7-8 different representatives, but none took responsibility or assisted me.

I requested a refund for the undelivered order, but instead, Swiggy charged me the full cancellation amount of ₹239. This was entirely unjustified as the failure to deliver the order was due to their delivery partner’s mistake, not mine.

My Complaint:
Non-delivery of the product despite correct address and timely guidance.
Unprofessional and dismissive behavior of Swiggy’s customer care team.
Unjust deduction of ₹239 for a service/product that was not provided.
Relief Sought:
I request the Consumer Forum to:

Direct Swiggy to issue a full refund of ₹239 immediately.
Take appropriate action to ensure better customer service and accountability in such cases.
Compensate for the inconvenience and harassment caused.
I have attached all relevant details, including screenshots of the order, chat logs (if available), and proof of communication with Swiggy.

Thank you for your attention to this matter. I trust that you will take swift action to address this issue.

Yours sincerely,
Rekha
(Phone: [protected])
(Address: A13/11 Sulabh Awas, Transport Nagar, Lucknow)