Swiggy — service/delivery

Address:

Pune, Maharashtra

This incidence took place on sunday evening 30/09/18 when i wanted to place an order for dinner. I wanted to order from 'Taste of Hyderabad' restaurant located on Dhole patil road, Pune which was roughly 9kms from my residence (Satara road). I placed the order at 7:10 pm and paid through netbanking, for which the order got confirmed. Now here i was aware of the fact that delivery would be far so initially i checked foodpanda app who promptly displayed that they cannot deliver at selected location. So i chose swiggy knowing that Swiggy promotes and delivers anywhere in the city or also they never mention that they cannot deliver at specific areas, for which i proceeded with my order.

I got a call from service center at around 7:30 pm asking whether parcel is delivered or not for which i mentioned that i didn't, neither was i expecting it so quickly, the restaurant being far.

Now here starts the problem;
At 8:00 pm i get another call from service center, a lady spoke saying that maybe you must have entered wrong address for which i told her that i haven't and its perfectly correct. (How can i enter my postal address wrong when I'm living here for last 28 years)
She said the delivery boy is seeing your location 130mtrs from the restaurant whereas it actually is 9kms. What the delivery boy sees or how your app is linked to them shouldn't be my concern when i have entered my address which actually is 9kms away! Still i told her to take him on conference call which she did, now the boy said its far and he cannot deliver or he asked for 50-100rs extra payment. The swiggy lady asked ME if i can pay the extra amount to which I got annoyed and asked her why cant your company handle it on their level at such situation when its a about just 100rs versus a question of customer service AND the company's fault. She confirmed that she will speak with her manager and revert back.

Now i get 2nd call 15 mins later from a guy saying we are sorry we cannot deliver it now.(its was around 8:20 already) i got pissed and told him that firstly, Swiggy says you can deliver anywhere and that's why i trusted and ordered and PAYED online. Secondly, you took more than one hour to tell me this problem when people are waiting to dine and now you just say sorry instead of coping with situation ? He repeated the lady's words of getting back in 10 mins... which he never did, and here's the fun part, i get a message after 15 more minutes that my order has been cancelled and i was charged 75 rupees, rest amount will be refunded in 2-4 working days.

So it isn't a question about paying100rs to the delivery guy or the deduction of 75rs but the way employees are trained to deal a situation or how a company delegates its responsibility. Shouldn't the purpose or vision clear enough till the roots ? Clearly swiggy avoided the situation by cancelling the order and not handling it !

Anyway please look into the matter as i wouldn't like it to make it public or go on forums if handled carefully AND QUICKLY from here, just don't persuade me to do so. And i do need my entire money back without 1paisa deduction.
Also if you need to contact me, you have it in your database linked with the order number.

Regards,
Customer