Swiggy — incorrect food item delivered - order id [protected]

Address:

Hyderabad, Telangana, 500084

I had ordered mac and cheese signature wrap from fassos through swiggy app on 12th dec and paid 181rs for that. As per restaurant's product description, it is supposed to have paneer along with mac and cheese with lachha paratha base.

However what i received is regular wrap that costs only 1200sth. Upon receipt of the product i immediately contacted swiggy customer care through their app along with picture of the product received where it can be clearly seen wrong product was give but instead of resolving my concern they redirected me to their email support as usual al without resolving the issue.

Email support came back to me with their standard answer of "this rarely happens and we'll provide the feedback to restaurant".

This doesn't rarely happen. This is fourth incident in last one month wherein either wrong product was delivered or subpar quality product was given. Each time i had contacted swiggy customer support to get the refund and they issues just the standard answer that "this rarely happens and they'd inform restaurant" but they outrightly refused to issue refund either of the difference amount or entire product value.

When asked for reason of why they can't reimburse, they keep sending the standard answer without actually mentioning the reason for not issuing refund.

I went as far as to ask them to contact the restaurant to verify my claim but they didn't even do that. I asked for the escalation contact on their end but i was refused that as well.

The question here is not so much of money as much of the hassle one has to go through to report these issues and of basic business ethics and morale. If i didn't receive the product i paid for i had to be reimbursed however small or huge the amount is especially when i'm providing the proof.

Swiggy has better customer service earlier. They used to issue refund for wrong product or bad quality products. One of the reasons i used to order exclusively from swiggy inspite of better discounts on other apps was that if something goes wrong, i will at least get my money back. However, since dec this has gone down the drain. Many a times i've had to just throw the food away and waste entire money.

And these many incidents in less than a month isn't rarity. I really need to understand if and when this will stop occurring and why are they not compensating for not providing what i paid for. I'm for sure not going to order from swiggy again. Have already limited it, will stop doing it now altogether.

Note - i have attached pic of only today's issue and swiggy's response. However i have emails, pics for earlier issues and if needed can provide them as well along with chat history of numerous other times that i've contacted swiggy through their app customer support regarding this and other issues such as the late delivery, cancelling of product, availability of restaurant etc.