Swiggy - Complaint Against Misleading Practices and Service Failure by Swiggy and Dum Biryani Hub

Subject: Complaint Against Misleading Practices and Service Failure by Swiggy and Dum Biryani Hub

To: Consumer Grievance Authority

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding a misleading and unsatisfactory experience with an order placed through the Swiggy application at Dum Biryani Hub. The details of the incident are as follows:

Order Details

• Platform: Swiggy
• Restaurant: Dum Biryani Hub
• Order Items:
*. Chilli Chicken Biryani (Large)
*. Egg Bhurji

Issues Faced

*. Misrepresentation in Menu:
• The menu in Swiggy displayed “Large” as a customization option for the Chilli Chicken Biryani. However, upon delivery, I received a small portion despite being charged for the large one.
• This indicates a potential scam where the restaurant misleads customers by offering a large quantity but delivers a smaller size.
*. Incorrect Item Delivered:
• Instead of the “Egg Bhurji” I ordered, I received an omelet. This clearly reflects negligence in order preparation and quality control.
*. Customer Support Negligence by Swiggy:
• When I reached out to Swiggy’s customer support through the in-app chat, the agent failed to provide a resolution and directed me to email the issue. This lack of immediate assistance has caused unnecessary inconvenience and reflects poor customer service practices.

Concerns and Observations

• This is not an isolated issue but seems to be a deliberate act by the restaurant to mislead customers while Swiggy, as the intermediary, enables such practices by not ensuring the accuracy of orders or holding partner restaurants accountable.
• Despite paying for the large quantity and a specific add-on, I received a completely different order, leading to financial loss and dissatisfaction.

Requested Actions

I urge you to take the following actions:
*. Investigate the practices of Dum Biryani Hub for potentially fraudulent behavior.
*. Ensure Swiggy takes accountability for verifying the accuracy of orders and penalizes restaurants for misleading practices.
*. Mandate Swiggy to improve their customer support process to resolve grievances effectively and timely.
*. Arrange for compensation or refund for the incorrect order.

Evidence

I am ready to provide:
• Screenshots of the menu and my order.
• Chat logs with Swiggy support.

Such practices not only mislead customers but also tarnish the trust in food delivery platforms. I request prompt action to address this issue and prevent similar occurrences in the future.

Thank you for your attention to this matter. Please let me know if further information is required to assist in resolving this complaint.

Sincerely,
Umesh Chandra Reddy
+** **********
Order Details (#***************, **/**/****]