I had placed an order for Veg Paneer Roll x1 from Kolkata rolls. Here’s what happened
1. The delivery executive delivered Non-veg Chicken Dum Biryani
2. When the issue was raised, the Swiggy executive Mxxxz, simply denied refund as the first thing on the conversation without even looking into the matter.
3. When I escalated, Axxxxxi was able to place a replacement order. I had requested to take away the old incorrect order which has not happened yet.
4. The replacement order (#23xxxxxxxx6) was received, but the roll was cold and stale
5. When I reached out again, the executive Gxxxxxxr wanted to refund 339 the total amount I paid for the order. I denied as it does not solve the issue at all. It only hides it and the restaurant keeps delivering bad quality food.
6. On the escalation desk, Sxxxxxxu would first reduce the amount to 150 in the form of a coupon. When I tell him that Gxxxxxxxr was able to refund 339, then Sxxxxxxxxxu increases the amount to 230 in the form of a coupon. When I deny that and tell him that this is unacceptable, he then increases the amount to the 339 in the form of a coupon. He tells me it is usable across all restaurants but I deny the coupon assuming it will be usable only at the same restaurant. After a bit of to and fro, he tells me that it is usable only at the restaurant.
I go back to the original message to find that it was said that it is usable at all restaurants, then he accepts that the coupon will be usable at all restaurants only after attaching the screenshot of the previous conversation.
While I finally gave in and accepted the coupon, I requested a call with Kolkata rolls and swiggy executive with me on the call which was not addressed at all. Secondly, this behavior of Swiggy employees is a concern that Swiggy is not serious about the quality of the service or the food being delivered to the customer.
The issue remains open even after 5 days with no reply to me after a promised 24-48 hr reply
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