Swiggy — orders missing and refund refused

I wrote the below email to [protected]@swiggy.in last night and it is disheartening to see an irresponsible reply from swiggy.

This is with with reference to the order# [protected], dated 08th may 2019.

The order included 9 items out of which we found 2 items were missing (Keema parotta and masala dosa).

The charge of keema parotta is rs. 62 and masala dosa is rs. 52, put together rs. 114.

However, you people have only initiated refund for rs. 51.49 against keema parotta. I'm already furious with you guys for making my family members starve in the night due to your negligence. On top of it, you people have deducted delivery charges and tax for the stuffs you haven't delivered. Further, you people have not refunded the amount i spent for masala dosa (Rs. 52).

I want the refund of rs. 114.in case you have already initiated a refund of rs. 51.49, the remaining amount of rs. 62.51 also have to be refunded without any delay.

If you don't refund the said amount, i will be forced to share my bitter experience on social media and further a formal complaint will be lodged with the consumer court. I know my rights as a consumer and the extent of compensation that i can claim in the court of law.

After all, we are all human beings and bound to make mistakes. As a business, when you don't accept your fault and refund the amount spent, you are definitely forcing me to go legally. However, i sincerely hope that you resolve my complaint at this level of escalation and don't force me to take legal action and also embarrass you on social media.

Reply from swiggy:
Thank you for writing in and explaining your concern.

We are really sorry to know that you had to go through such an unpleasant experience with regards to your order id:[protected].

We are sorry to infoorm you that your request for the remaining refund pf rs.62 acnnot be processed we apologize for the same,
However we have processed a refund of rs.51/- to your source account and it will be reflected in 5-7 business days initiate date:may 8, 2019 9:07:22 pm

While we regret that this has happened, your valuable feedback is taken.

Your feedback will be shared with our relevant team, who will look forward to this.

We assure you that going forward such instances will be avoided as we are working towards that.

Please feel free to get in touch with at https://www.swiggy.com/support for any further queries.

Thanks and regards
Sara
Swiggy support