I am writing to formally raise a complaint regarding my recent order experience with Swiggy.
I placed an order through Swiggy and waited for approximately 1 hour. Despite the long waiting time, my order was not delivered. During this period, I contacted your support team for assistance.
Initially, the support agent offered me a ₹180 compensation coupon, but immediately after that, the same agent sent a message asking me to “ignore” the previous offer and reduced the compensation to only ₹25 without any valid explanation. The agent also called me personally to settle the matter instead of providing a proper resolution through official support channels.
Eventually, the agent cancelled my order and initiated a refund. However, this refund alone does not compensate for the loss I suffered. Due to this delay:
* I wasted more than an hour waiting for food.
* Other restaurants and delivery platforms were no longer available when the issue occurred.
* My planned meal with my family was disturbed, causing inconvenience and disappointment.
* My time, effort, and trust in Swiggy were negatively affected.
I have screenshots of the entire conversation, including the initial ₹180 compensation offer, the sudden change to ₹25, and other details of the interaction.
Considering the inconvenience caused, I request a fair resolution, including appropriate compensation (preferably 2x of the order value/compensation for the inconvenience) rather than only a refund of the cancelled order amount.
I request Swiggy to:
1. Investigate the behaviour and handling of this case by the concerned support agent.
2. Provide a proper explanation for changing the compensation offer.
3. Compensate me fairly for the time loss, inconvenience, and poor service experience.
4. Ensure such incidents are not repeated with other customers.
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