Swiggy - Formal Complaint Against Swiggy Regarding Missing Item and Poor Customer Service

I am writing to formally lodge a complaint against Swiggy regarding an incident involving an order I placed from Dunkin' Donuts through the Swiggy app on **/**/****.

Dunkin' Donuts was running a "Buy * Get * Free" promotion at the time. I correctly applied the coupon while placing my order (I have clear screenshots showing the coupon applied before checkout). Despite this, upon delivery, I received only one item instead of two.

Furthermore, when I checked the order details afterward, I noticed that the app no longer showed the applied coupon — almost as if it had been removed post-order. When I contacted Swiggy’s in-app customer support, the representative repeated the same generic response multiple times, refused to properly investigate, and made no real attempt to resolve the problem. Their handling of the situation was dismissive and unprofessional.

Given the clear evidence I have (screenshots of coupon application) and the failure on Swiggy's part to provide the promised promotional benefit or appropriate customer support, I am seeking the following resolutions:

A full refund for the item that was not delivered.

An apology for the poor customer service experience.

Assurance that appropriate measures will be taken to prevent such manipulations and mishandling in the future.


Attached is the screenshot/relevant evidence for review.
I expect a prompt and fair resolution to this matter. If this issue is not addressed satisfactorily, I reserve the right to escalate this complaint to consumer protection forums and regulatory authorities.