Swiggy — Swiggy cheating the customers

Address:

hyderabad

I ordered from agra sweets banjara order id[protected] food item rabdi malai waited for 45min after multiple calls to delivery executive i received the food but received wrong item, i ordered for rabdi malai but received rasmalai, i was very unhappy seeing that wrong item so called delivery executive to confirm that he has not delivered someone order to me, delivery executive is sure that order is mine then called the restaurant to check why they have sent the wrong item, reply from restaurant is they don't have rabdi malai which i ordered so instead of that they sent rasmalai, for this answer i was shocked & asked how can restaurant accept the order with out availability & even to change the item restaurant should take confirmation from customer, without all this how can restaurant send the food? For this restaurant has replied saying contact swiggy, hoooo i don't like rasmalai so i can't have that food so contact swiggy help in chat section they asked all details & explanation with photos, i had provided all the needed info & photo evidence, reply is i need to wait for 12-24 hr for verification, i was disappointed with swiggy reply, i felt that i have to wait for 12-24 hr to have the food what i ordered in swiggy, i immediately ordered same item from zomato with in 30 min i received what i ordered, really zomato is far better then swiggy in all the ways. Due to swiggy negligence & process i have to spend 3hr to have a desire food.

After few hours here comes the reply for my complaint in swiggy for wrong item delivered.

Swiggy say's we checked the image provided by you and we're afraid it did not pass the checks we ran before disputing,

Seeing this email i was very disappointed with swiggy service & though there would be problem with the picture i uploaded also so i had replied to email received stating that i upload more pictures & explained point to point issue detail conversation with restaurant & delivery executive which i had done, sent reply email to swiggy though at least now they could do the needful.

Lately few hours i received again reply from swiggy saying
They can't help & said alternatively report to fssai about the issue & sent me the process to report fssai. This was really very shocking for me, if we order food from swiggy & paid to swiggy also they won't take any responsibility & do justice, for justice we have to reach fssai?

I again replied to the email stating that i had paid to swiggy & swiggy will be responsible for mistakes happens by the delivery executive or by there vendors what ever it is, swiggy only taking the order & payment from customers so swiggy should do the justice for what happened. I sent email it's been 2days i haven't received any reply from swiggy, so i called to swiggy customer care & explained again all this issue to support executive after hearing all the issue simple said me to email again to same, which i have done, but after multiple emails also there is no reply from swiggy.

So swiggy suggest if wrong item received we have to complaint to fssai, swiggy will not be responsible? I been loading this complaint with all proper proof, please find the attached photos, order i received & email i received from swiggy.

In the photo it's clearly showing rasmalai & email from swiggy asking to report fssai.