Order #: [protected]
Dt: Dec 10, 2018
It all started with an incorrect delivery, and item missing. Swiggy acknowledges incorrect delivery, accepts an error with processing my order, but refunds amount only in part (not full).
Swiggy's customer support agents acknowledged that a mistake in order processing has caused only a refund in part to be processed, but they claim that they have no way to refund the right and full amount because the system does not allow them to do a correction once a refund is done (even if it is wrong!). So the wrong and incomplete refund will be the final refundable sum, and they can't do anything about it further because they have no processes to escalate as the issue is marked closed in their system.
I paid through PayTM, and as of today Swiggy says there is nothing they can do. (Meaning they will keep my money, even when acknowledging a wrong deliver, and incorrect refund on their part!).
The amount involved is just the cost of a meal, but it reflects Swiggy's values and ethics - looks like they are comfortable with keeping customer's money even when knowing that their systems and processes have come up short. Integrity is certainly not their core value.
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