I am writing to bring to your attention a concerning experience I had while placing an order on the Swiggy app, which resulted in an accidental order placement and subsequent cancellation issues.
As a long-standing and loyal customer of Swiggy, having placed over 100 orders for both personal and business purposes, I have always appreciated the convenience and quality of service your platform provides. However, my recent experience has left me deeply disappointed and concerned about certain practices.
On December 27, around 9:15 AM, I was browsing for cakes on the Swiggy app. Unfortunately, due to a poor user experience and lack of proper confirmation steps, the order was accidentally placed using the Swiggy money in my account. This was not my intention, and I immediately contacted the restaurant to cancel the order, as it was a packaged cake.
Upon attempting to cancel the order through the Swiggy app, I was surprised to find that there was no direct option to speak with an agent. Instead, I had to navigate through a bot’s prompts, which ultimately led to the deduction of ₹1,250 from my account, the order amount, despite my desire to cancel the order.
When I finally got the opportunity to speak with an agent and then a supervisor, I explained the situation in detail, expecting empathy and understanding. However, I was met with a lack of concern and, more alarmingly, multiple instances of what appeared to be blatant misinformation.
Firstly, the agent claimed that the cancellation cost would be paid to the bakery shop to cover their losses. However, upon contacting the bakery directly, they confirmed that they do not receive any cancellation fees, and I have a recording to support this.
Secondly, when I suggested that, if the amount had been paid to the bakery, I should at least be able to collect the cake to avoid complete loss, the agent claimed that the shop would not provide the order. When pressed further, they stated that the information regarding what happens to the cancellation amount was confidential and could not be disclosed. This lack of transparency and inconsistent responses are deeply concerning.
As a premium customer who values Swiggy’s services, I kindly request that you thoroughly investigate this matter and refund the ₹1,250 that was deducted from my account. The bakery shop was willing to cancel the order, and they did not incur any losses or prepare the food items. Losing this amount due to a poor user experience and lack of clear communication from your customer support team is highly disappointing.
I trust that Swiggy will take this matter seriously and address the issues raised, ensuring that such incidents do not occur again in the future. I look forward to a prompt resolution and a renewed commitment to providing transparent and customer-centric service.
Thank you for your attention and consideration.
