Need help to Escalate for Compensation from Swiggy

[helloworld]

Swiggy order not delivered and got cancelled after 2 hours. Problem is during these 2 hours they provided timely updates and one of them being delivery partner at my location but not able to reach even after 1.30 hour after that update. Turns out all of them false updates and can see delivery partner moving completely for other delivery at the other side of the map.

Contacted swiggy support through call/chat and they're unable to reach delivery partner, me neither. Atlast after 2 hours, they marked it as delivered without delivering, contacted support again but took nearly 2 more hours to escalate this issue.

After wasting total of 4 hours (2 hours in delivery + 2 hours support), they're saying will provide full amount as refund.

Problem is, this is not the first time and I don't want to let it go this time, so asked for compensation as if same happened from my side they're eligible to charge me full amount for the cancellation just after 1 min, so applied same to them but they didn't agreed. After that they silently refunded my amount (original order value) to my source account, even after contact support through email saying "we refunded amount, will investigate and make sure never happen" usual template, nothing about compensation.

So, does anyone knows ways to escalate this issue further for wasting my time (more through this escalation), wrongful updates, incorrectly mark as delivery etc.

tried: support@ and grievance@ but so far grievance never responded, and support saying above statement only.

 

[avikrish]

Swiggy order not delivered and got cancelled after 2 hours. Problem is during these 2 hours they provided timely updates and one of them being delivery partner at my location but not able to reach even after 1.30 hour after that update. Turns out all of them false updates and can see delivery partner moving completely for other delivery at the other side of the map.

Contacted swiggy support through call/chat and they're unable to reach delivery partner, me neither. Atlast after 2 hours, they marked it as delivered without delivering, contacted support again but took nearly 2 hours (not able to reach delivery partner anyway) to escalate this issue.

After wasting total of 4 hours (2 hours in delivery + 2 hours support), they're saying will provide full amount as refund.

Problem is this is not the first time and I don't want to let it go this time, so asked for compensation as if same happened from my side they're eligible to charge me full amount for the cancellation just after 1 min, so applied same to them but they didn't agreed. After that they silently refunded my amount (original order value) to my source account, even after contact support through email saying "we refunded amount, will investigate and make sure never happen" usual template, nothing about compensation.

So, does anyone knows ways to escalate this issue further by wasting my time (more through this escalation), wrongful updates, incorrectly mark as delivery etc.

tried: support@ and grievance@ but so far grievance never responded, and support saying above statement only.

I guess, This needs to be taken to consumer court

 

[Credit_Cards]

I guess, This needs to be taken to consumer court

true, i receieved refund only after consumer court complaint

 

[imdjay]

Swiggy order not delivered and got cancelled after 2 hours. Problem is during these 2 hours they provided timely updates and one of them being delivery partner at my location but not able to reach even after 1.30 hour after that update. Turns out all of them false updates and can see delivery partner moving completely for other delivery at the other side of the map.

Contacted swiggy support through call/chat and they're unable to reach delivery partner, me neither. Atlast after 2 hours, they marked it as delivered without delivering, contacted support again but took nearly 2 hours (not able to reach delivery partner anyway) to escalate this issue.

After wasting total of 4 hours (2 hours in delivery + 2 hours support), they're saying will provide full amount as refund.

Problem is this is not the first time and I don't want to let it go this time, so asked for compensation as if same happened from my side they're eligible to charge me full amount for the cancellation just after 1 min, so applied same to them but they didn't agreed. After that they silently refunded my amount (original order value) to my source account, even after contact support through email saying "we refunded amount, will investigate and make sure never happen" usual template, nothing about compensation.

So, does anyone knows ways to escalate this issue further by wasting my time (more through this escalation), wrongful updates, incorrectly mark as delivery etc.

tried: support@ and grievance@ but so far grievance never responded, and support saying above statement only.

hv been there.
Swiggy and Zomato have both become quite unethical in their practices. It's good that you received a refund, though.
Unfortunately, unless you decide to file a serious complaint with the Consumer Court and pursue it diligently, there's not much you can do. For just a few hundred rupees, it doesn't seem worth the effort.

 

[helloworld]

hv been there.
Swiggy and Zomato have both become quite unethical in their practices. It's good that you received a refund, though.
Unfortunately, unless you decide to file a serious complaint with the Consumer Court and pursue it diligently, there's not much you can do. For just a few hundred rupees, it doesn't seem worth the effort.

as mentioned its not the first time, and yes, I do receive my amount // that is not provided as chartity but provided because I didn't get my order, so obviously has to refund that amount.

like bank related issue we have RBIO, checking if any such option for these online apps.

And yes, everytime I leave them because of few hundred rupees, but would like to show them accountability in their part. They would've charged full amount from me if I cancel just after 1 minute, same should be given to consumer too. Though TnCs didn't mention any such compensation but checking for valid options.

 

[6ix9ine]

Swiggy order not delivered and got cancelled after 2 hours. Problem is during these 2 hours they provided timely updates and one of them being delivery partner at my location but not able to reach even after 1.30 hour after that update. Turns out all of them false updates and can see delivery partner moving completely for other delivery at the other side of the map.

Contacted swiggy support through call/chat and they're unable to reach delivery partner, me neither. Atlast after 2 hours, they marked it as delivered without delivering, contacted support again but took nearly 2 hours (not able to reach delivery partner anyway) to escalate this issue.

After wasting total of 4 hours (2 hours in delivery + 2 hours support), they're saying will provide full amount as refund.

Problem is this is not the first time and I don't want to let it go this time, so asked for compensation as if same happened from my side they're eligible to charge me full amount for the cancellation just after 1 min, so applied same to them but they didn't agreed. After that they silently refunded my amount (original order value) to my source account, even after contact support through email saying "we refunded amount, will investigate and make sure never happen" usual template, nothing about compensation.

So, does anyone knows ways to escalate this issue further by wasting my time (more through this escalation), wrongful updates, incorrectly mark as delivery etc.

tried: support@ and grievance@ but so far grievance never responded, and support saying above statement only.

Post on X, that will have major impact and share your tweet here. We will retweet it. These companies put real work only when they get people attention.

 

[helloworld]

Post on X, that will have major impact and share your tweet here. We will retweet it. These companies put real work only when they get people attention.

true, sadly I'm not that active on X, will try that route. getting followers nowadays is one kind of benefit to deal these apps to resolve issues fairly.

 

[6ix9ine]

true, sadly I'm not that active on X, will try that route. getting followers nowadays is one kind of benefit to deal these apps to resolve issues fairly.

You can even send them direct message, usually companies put their highest level customer service on X. I have experienced with Amazon, Flipkart. Both have top tier agents.

Their dm option is open, send them your query and drop your phone number beforehand otherwise they will reply with asking your details.

x.com

x.com

 

[helloworld]

You can even send them direct message, usually companies put their highest level customer service on X. I have experienced with Amazon, Flipkart. Both have top tier agents.

Their dm option is open, send them your query and drop your phone number beforehand otherwise they will reply with asking your details.

x.com

x.com

tried that they mentioning, "we refunded ur order value back, will make sure it will never happen"

 

[avikrish]

Post on X, that will have major impact and share your tweet here. We will retweet it. These companies put real work only when they get people attention.

Tag Shark tank india as well , response will be swift 😉

 

[6ix9ine]

tried that they mentioning, "we refunded ur order value back, will make sure it will never happen"

Well consumer court it is then. Your case would've been solid if swiggy had delayed your refund.

 

[helloworld]

Response from Swiggy:

As per the cancellation policy, if an order is cancelled from the customer's end then the complete order value is charged as a cancellation fee. However, if the order is cancelled from the delivery partner's end or the restaurant partner's end, the complete order amount should be refunded to the customer.

In above order, the delivery partner marked the order as delivered incorrectly and the complete order value was refunded with RRN XXX. It take around 4 to 7 days for the amount to reflect in your source account.

As a token of apology, a coupon of Rs. 19.00/- was processed. You will be able to view the coupon in the "Apply Coupon" section while placing the next order. This is a `one-time use coupon applicable on item values with any restaurant except Domino's cash on delivery orders. No other coupons could be clubbed with this coupon and the validity of the coupon is 15 days from the date the coupon is processed. We regret to inform you that we do not have a provision for further compensation.

We would like to inform you that the pick up and delivery partners (PDPs) are individual entrepreneurs engaged with Swiggy on a voluntary, non-exclusive and principal to principal basis to provide aforementioned services for service fee. PDPs are independent contractors and are free to determine their timings of work. Swiggy does not exercise control on the PDPs and the relationship between the PDPs and Swiggy is not that of an agent and principal or employee and employer.

Please be informed that necessary action will be taken to avoid such lapses in the service. We will strive hard to provide you with a much better experience with your future orders.

 

[helloworld]

Based on my association with Swiggy:

They're not responsible for ...

- Quality and Quantify of Food that we ordered, but will pass feedback to restaurant if not fulfilled.
- Special instructions we provided with that order, but will pass as feedback to restaurant if not fulfilled.
- Distance to restaurant and home, it is based on Google maps (even if google maps shows less distance)
- GST and Other restaurant charges, its restaurant decision (As per swiggy).
- We can't cancel after 1 min but they can cancel after 2 hours also, but will pass feedback to restaurant.

With current mail response,
- They're not responsible for pick-up and delivery partners too.

I'm wondering, what left in swiggy to accountable for?

 

[theflash]

Based on my association with Swiggy:

They're not responsible for ...

- Quality and Quantify of Food that we ordered, but will pass feedback to restaurant if not fulfilled.
- Special instructions we provided with that order, but will pass as feedback to restaurant if not fulfilled.
- Distance to restaurant and home, it is based on Google maps (even if google maps shows less distance)
- GST and Other restaurant charges, its restaurant decision (As per swiggy).
- We can't cancel after 1 min but they can cancel after 2 hours also, but will pass feedback to restaurant.

With current mail response,
- They're not responsible for pick-up and delivery partners too.

I'm wondering, what left in swiggy to accountable for?

True, recent instances that happened with me some restaurants also are taking advantage because they know Swiggy won't refund or replace the items. Id ordered some snacks and received less quantity I tried escalating I was told put a bad review. Same day ordered something else for a cousin and they received totally different item luckily he asked before accepting delivery and the delivery agent visited the store. The store executive answered raise a request on Swiggy app you'll get refund I replied you come here and do that for me or else cancel the order. Even the customer care teams are now trying to scam last time when similar incident happened the customer care said kindly accept the order we will initiate refund of difference amount after accepting the item instantly call was disconnected and I was told to explain my query on mail, and the mail team has generic replies anyways "We are unable to validate your claim".

I'm thinking to stop ordering from Swiggy/Zomato it seems sometimes it's better to visit the restaurant and not having headaches later on.

 

[helloworld]

True, recent instances that happened with me some restaurants also are taking advantage because they know Swiggy won't refund or replace the items. Id ordered some snacks and received less quantity I tried escalating I was told put a bad review. Same day ordered something else for a cousin and they received totally different item luckily he asked before accepting delivery and the delivery agent visited the store. The store executive answered raise a request on Swiggy app you'll get refund I replied you come here and do that for me or else cancel the order. Even the customer care teams are now trying to scam last time when similar incident happened the customer care said kindly accept the order we will initiate refund of difference amount after accepting the item instantly call was disconnected and I was told to explain my query on mail, and the mail team has generic replies anyways "We are unable to validate your claim".

I'm thinking to stop ordering from Swiggy/Zomato it seems sometimes it's better to visit the restaurant and not having headaches later on.

I did stopped during 2018-2020 because of their bad practices and favoritism towards restaurant and themselves when compared to customers. Now, after this incident again have to stop using it.

This is not the first time, even between 2022-2024 multiple incidents I reported and none of them resolved. Looks like they only care if some influencer report in X otherwise for general people, they simply discard like this.

I already stopped Instamart with these practices, now have to stop using Swiggy too. Even better alternative doesn't exist, its better for me to stop than loosing money, time and peace.

---------------------------

At first for swiggyOne they increased same restaurant distances to >7KM to charge me delivery fee (have order screenshots that worked with free delivery earlier), yet they're blaming google maps that even after earlier order screenshots to same restaurant and same delivery place.

When I ordered groceries, they delivered 500gm potato instead of 1KG (which they charged 40rs. at that time), requested them for weight change.. which they checked and confirmed that by mistake they sent 500gm instead of 1KG (they accepted their mistake), so as a token of apology refunding 5rs. to my account.

I was shocked, when 1 KG is 40rs. then 500gms must be 20rs. how its equal to 5rs. for that they replied same even after multiple mail escalations, saying 'it is best we can provide, will pass as feedback to make sure it never happens'. Till today no instamart orders from them.

 

[avinash2711]

Same thing happened to me yesterday. Ordered at 820 PM . Food was delivered at 1020PM after changing 3 delivery agents and two 30 min calls with the support

 

[helloworld]

Same thing happened to me yesterday. Ordered at 820 PM . Food was delivered at 1020PM after changing 3 delivery agents and two 30 min calls with the support

yeah, chat easily last 1 hour and calls min. 20+ mins with them.

 

[aashishnb]

Swiggy order not delivered and got cancelled after 2 hours. Problem is during these 2 hours they provided timely updates and one of them being delivery partner at my location but not able to reach even after 1.30 hour after that update. Turns out all of them false updates and can see delivery partner moving completely for other delivery at the other side of the map.

You are lucky to have received the refund.

I had an incident, and they gave me some coupon for the amount, with a 30 day validity period, which expired. So, they stole my money.

On the other hand, similar incident happened with Zomato - the restaurant sent me a wrong order. Zomato offered a replacement or refund. I asked for refund, they credited it to the payment source.

The best part - no customer support executive at Swiggy knows anything....like you have to start from abc....They don't even bother to read the chat history.

I think Zomato has much better customer support. When they do something wrong, they try to sort the issues, rather than wasting everyone's time. I prefer ordering as much as possible and try to reduce Swiggy usage.

 

[imdjay]

as mentioned its not the first time, and yes, I do receive my amount // that is not provided as chartity but provided because I didn't get my order, so obviously has to refund that amount.

like bank related issue we have RBIO, checking if any such option for these online apps.

And yes, everytime I leave them because of few hundred rupees, but would like to show them accountability in their part. They would've charged full amount from me if I cancel just after 1 minute, same should be given to consumer too. Though TnCs didn't mention any such compensation but checking for valid options.

Don't get angry, bro.
Those of us who've been through this know how frustrating it is.
Sometimes, they don't even issue a refund. I once fought for months to get my money back instead of Swiggy credits for a non-delivered item, but they refused to help. The only option left was legal action, but I didn’t have the energy for it.
Just last month, Swiggy missed an item from my order. I spent two hours on chat insisting they deliver the missing item instead of refunding me. After multiple escalations, I finally reached someone who reordered it, and it arrived three hours after my initial order.