Swiggy — -order #[protected]

Hello Swiggy Management,

I am writing to express my immense disappointment with the delivery of my recent order in subject . I am a regular swiggy customer and facing this kind of issue has really lost my trust in swiggy and its services. The order was placed today for grocery items. The poor standard of delivery and the delivery persons attitude disgusted us in every way.

Incident:

Delivery person name Ganesh rings the doorbell in rush repeatedly 2 times, within seconds my father opens the door being puzzled and hear the delivery guys screaming "ae jaldi open karo door mera haath dukh raha hai saman bohot bhaari hai" while he had already dropped the items before reaching our door, proof being his clothes were messed up with atta falling all over him. He then threw the whole package in front of the door causing the whole package to tear up and all the food items were on the floor. My father asked him " what are you doing? Is this the way you should deliver the food items?" hearing this the guys started yelling saying " haan lena hai toh lo nahi lena hai toh jo karna hai karlo" . I the (Daughter) came out hearing this guy shouting at my father who is an old senior citizen and tried to ask him what the problem was? at this point he started yelling even more and says "saman bhari toh mein kya karu" i was shocked with his reaction. i told him this is not the way you should behave; it is not a customer problem that the items are heavy for him and that he should deliver us damaged items or throw it at our door. I told him pls take the items back as we will not accept this item or his behavior. He constantly kept raising his voice and said I will not take this. My father told him to wait as I will call swiggy customer care to complaint. On hearing this he got even more agitated and came near to my father's face abusing and said " agar mujhe penalty milana toh dekh mein tere saath kya karta hoon. My father said if you are trying to threaten me then I will call the police. He said " ja bula kisiko bhi bula and ran away with the stuff lying at our door.

Complaint to swiggy- I immediately contacted Swiggy customer care hoping for a better reply and help from their end but to my Suprise i was even let down by them as the customer care only concentrated on the one order that was damaged and dint care about the whole situation we faced just because we trusted swiggy and placed order for our grocery. He just told me i am allowed to take legal action and that they cannot take back the item or provide a refund, they would only replace the damaged item. In my opinion, there was no sympathy, empathy towards the situation. Moreover, they expected us to pick up the thrown items from the door and keep it. I spoke to 1st representative named Feroz and his supervisor Zafar who even refused to give a call back to such a sensitive situation even when I requested. He just told me I will replace only one item that is damaged and disconnected the chat without me even acknowledging.

I have dealt with many customer care representatives and have been one myself in the past but my experience with swiggy customer care was the worst.

I dont think anyone including swiggy staff and management would accept thrown food items at their door and this kind of behavior. In my place anyone would immediately have expected to get full refund and strict action towards the delivery person and an inquiry to the vendor, but the action taken by your customer care staff is not even close to what normally someone could have expected from a reputed company like yours.

Resolution I expect:

To take strict action towards this delivery boy and complain to the vendor. (to update me on the action taken)
Refund us in full at the earliest.
I would appreciate it if your team could undertake a review of the customer service training program and ensure that representatives are equipped to handle customer queries and complaints effectively. I believe this would result in a better experience for customers and a positive reflection of your company.

This whole situation has left me feeling upset and highly disappointed, especially considering I paid upfront for a hygienic and safe delivery of my food items and hope that in the future this kind of situation can be handled differently, so that others do not have to experience the same disappointment.

Thank you,

Riva Mishra on behalf of Krishan Mohan Mishra

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