Swiggy — Swiggy Issued Unauthorized Compensation Without Consent & Disconnected Support Formal Complaint

I am filing this complaint against Swiggy regarding Order ID [protected], placed on 9th July, 2025.

I ordered a coffee that was undrinkably, excessively sweet. I contacted Swiggy support to report the issue and request a refund. Instead of resolving the matter through a transparent and customer-informed process, Swiggy unilaterally issued a ₹29 coupon without informing me, asking for my consent, or giving me the option to accept or reject it. This complaint is not about the value of the product, it is about Swiggy’s unethical handling of customer redressal, violation of consent, and refusal to take accountability.

This action is a direct violation of my rights under the Consumer Protection Act, 2019, particularly Section 2(9), which guarantees a consumer the right to be informed, the right to be heard, and the right to seek redressal in a manner of their choosing. By assigning a coupon without my permission and using it to effectively close the complaint, Swiggy denied me the ability to choose the form of compensation, and worse, assumed consent that I never gave. This is not a goodwill gesture, it is an imposition.

When I communicated with Swiggy over chat support, they issued a coupon without me agreeing to the resolution and closed the chat, all WITHOUT MY CONSENT. I have attached the screenshots of the conversation.

When I called Swiggy customer care to address this, the representative dismissively, rudely, and falsely claimed that I must have accepted the coupon which I had not and disconnected the call without allowing me to respond or escalate.

Even after multiple follow-up emails to [protected]@swiggy.in, Swiggy has refused to address this core issue and continues to send generic responses blaming external factors. I have attached those screenshots as well.

This complaint is not about the restaurant or the coffee. It is about how Swiggy as a platform chose to settle the issue without my input, disregarded my right to a proper resolution, and allowed customer service behaviour that was dismissive and gaslighting in nature.

I am requesting:
• A full refund for the undrinkable product.
• A formal written explanation for how a coupon was issued without consent.
• A written apology for the way my concern was handled by customer support.
• A commitment that Swiggy will not assign compensation unilaterally in future customer complaints.

This is a clear case of mishandled grievance redressal, lack of transparency, and unauthorized action on behalf of the consumer. I am seeking the forum’s support in holding Swiggy accountable and protecting consumer rights from being dismissed by automated systems and unchecked service representatives.

Thank you.
Hritik Singh
Order ID: [protected]