Swiggy — order completely different

Address:	Bangalore, 560076
Website:	swiggy.com

Hi. I ordered a meal for my family through swiggy app on 30th of December 2019. I received a completely different order. The items were completely different. The entire order was different. I have attached the order slip in images.

I went to the help section on the app to raise a complaint and I see there is only an email option. I was quite sure that the email will not be attended immediately. In this case i wanted an immediate help.

I somehow managed to reach the swiggy customer care and the executive repeated the same set of template lines taught to him like apologies for the inconvenience, i understand, im sure you are disappointed etc. I told him i need an immediate refund or a replacement order and he kept insisting me to drop the mail. Please note that my family is waiting for a response to understand whether we will get a meal to eat or not. Finally I raised my tone and asked the executive to forward the call to the senior management. He forwarded the call and it took precisely 11-12 minutes of wait time to get a senior executive on line. He explained why it was not possible to arrange a replacement without images and refund as well. He also told me that the mistake could be from the restaurant. Since I clearly understood that the conversation is going nowhere, I decided to agree and dropped a mail to “[protected]@swiggy.in” with all the relevant images. The images are also attached in this complaint.

Now during the waiting period, I simply selected the same restaurant where I ordered from, on swiggy and went through the menu. To my surprise, there was no option in the menu of the food items I received. I received a box of rice and an egg omelette and these items were not listed in the menu of the restaurant. I thought to myself how can this happen then. The process of swiggy is quite simple. I have seen their executives pick up orders from a restaurant. They get a reference number, they go to the restaurant and pick up the order using the number and deliver. But if the restaurant which is a shawarma shop is not cooking any rice or omelette, how can the delivery executive pick those up? I attached this concern in the email as well.

The response I get from swiggy now is this. Im attaching a screenshot of the same mail thread as well.
They are not ready to refund the amount and simply forwards an apology email.

My question is,
How can they deliver something that was not ordered?

How can they apologise and say thankyou for being a part of the swiggy family, if the value of the items received is not even half of the order value.

How can they say they will submit a feedback and this wont be repeated?

How can Swiggy deny a refund when the mistake is on their part?

I want a resolution on this and I’m seeking help. Swiggy right now have changed all their policies and please think twice before making a payment online for a food order. They might deliver anything but the ordered items and still apologise for the inconvenience caused. Absurd and weird customer support. Extremely pathetic service.