Swiggy — Food not received through food delivery app

Address:

Pune

Date of Incident - 12 Jan 2024
Client number - Swiggy help line number.

Description - (Recorded conversation available). Not able to upload

I ordered pizza and few other food items through Swiggy (Dominoes). As mentioned on the app, it was supposed to be delivered in 25 mins. After waiting for 30 mins, I decided to check my order status and it was still "getting prepared". Upon calling swiggy helpline, they clearly stated that they have no concern with my food delivery order.

According to them, I shall talk with the supplier (Dominoes) for my order detail. As, I have used SWIGGY for placing my food order, I requested them to look into it, but they clearly denied.

I asked them where this is mentioned somewhere or why I am not told this before ordering OR if they've mentioned and I have missed, to which they said we haven't mentioned anywhere but it's a rule.

(though I tried talking to Dominoes and they clearly said time lagega bahot orders hai plus they couldn't figure out my order too. They were unprofessional as well). I have filed another complaint for that issue.

It was late night, and my daughter was unwell. We thought of ordering so that I can take care of her and SWIGGY kept us hungry due to misinformation and later denied taking responsibility.

I could have directly ordered from DOMINOES in that case, why to use SWIGGY when they merely act as payment app when it comes to ordering food and delivering it to customers. I haven't received the refund till now. I request to pay my refund along with 11k compensation for misinformation, misguidance that led to physical and mental health issue. (It caused acidity and headache as we kept waiting for food and I couldn't eat on time, and it was disturbing to follow up on my order which they clearly said is not their responsibility.