Swiggy — Irresponsible behaviour of Swiggy representative

Address:

Pune

This is with reference to Swiggy order # [protected]. I had placed an order for Rs. 460 on 2nd Nov’20. I received a message at 4:20pm IST that since the delivery executive is unable to reach me, my order will be cancelled post 10 mins of me receiving this message. I went down my apartment as soon as I received the message (within 10 mins) and the representative was not available. Subsequently, I began chat with Swiggy, before the scheduled time given to me, and yet the Chat associates could do nothing to assist with me.

Basic question – How would be my phone be unreachable, if I am chatting with Swiggy representative before 4:30pm IST and the time given to me to respond to the order is by 4:30pm IST. Also, there are 4 watchman present at my apartment. Why wasn’t an attempt made to reach me via watchman? Basic customer satisfaction techniques.

What is more alarming is I had asked for a supervisor and one person by the name Sachin attended to me. He was copy pasting the same information without even trying to understand my concern. I was pleading with him to understand my plight and he just casually said he will refund Rs 230. When asked for a rational behind this decision, he got offended and said that he will now be not able to refund Rs 230 and to write into [protected]@swiggy.in. Basically, he was mis-using his power of supervisor and behaving in a way extremely unacceptable in current scenarios.

I even told Sachin that people are losing their jobs because of the pandemic situation (I am one of them) and this order is the only luxury I could have afforded for my family in a month’s time. Basic human consideration is that a supervisor should have understood such situation (moreover since this Pandemic had the maximum impact on food industry) and not just copy paste the same information and treat the customer as some robot. Isn’t customer centricity and satisfaction a core responsibility of someone working at Swiggy?

I know the rules and wouldn’t have chatted with a supervisor if he had to just copy paste the same information without having zero consideration for the customer.

I hope that the person reading this will understand my point of view and the situation that is being referenced in this email. Frankly speaking, I don’t have any hope on my refund. The damage is already done in terms of affecting my family time. At least I hope you look into such pitiable Leadership employed at Swiggy and take strict actions, else you are looking at some major complaints in future relating to customer dis-satisfaction.