Swiggy — Order ID[protected] Refund not issued

I placed the order from Swiggy at 10.24 PM on 10 October'2022 and it was showing 35 min. for delivery which means 11.04 PM.

As there was no delivery agent assigned to the order, I raised the concern with Swiggy at 10.49 PM and requested them to cancel the order, as I checked with the restaurant and the food had already been prepared and packed for pickup. However, the agent was still not assigned.

I talked with Agent and requested them multiple times to cancel the order but she kept mentioning that an agent will be assigned soon. She ignored my multiple request to cancel the order specifically. I also mentioned I will reject the deliver but received no response from the agent.

I also told them that the food will be all cold and not suitable to eat and the agent misguided me by saying " As a token of apology if any issue you will face with the order then you can raise the chat freely and we will assist you in the right way"

She assured me if the food is not good, they will take care of it, and then the order was finally delivered at 11.19 PM and as expected it was cold and not eatable.

I raised this issue with the same agent requesting a refund and asked them to take the food back as well because it was spoilt due to being cold and packed left for 30 min on the restaurant counter.

The agent then mentioned that I would need to email - [protected]@swiggy.in who will get back to me with the resolution within 12 hours and mentioned she cannot help me any further, I got the chat transferred to the Senior and he had the same response.

I was forced to email because my Rs.277 was not being refunded to me and had to email them at last.
On email use same response to any questions I asked them and said they will not refund the money as the issue was with the Restaurant due to the food quality.

Although as mentioned throughout the conversation, the issue was with the Swiggy not having the delivery agent in the area for the delivery of food.

Swiggy, Kindly refund me my money back for the order as your internal complaints department is not ready to accept their mistake.