Swiggy Bundl Technologies Pvt Ltd - Fraudulent service of swiggy

Subject: Formal Complaint Against Swiggy for Repeated Service Failures, Deceptive Practices, and Non-Resolution of Complaints

Dear Sir/Madam,

I, Sharvesh S, am writing to formally escalate my grievance against Swiggy for repeated service failures, deceptive practices, and failure to resolve multiple complaints, which have caused me significant inconvenience and distress.

Summary of Issues:
Over the past few months, I have faced persistent problems with Swiggy’s service, including:
- Misrepresentation of restaurant locations and deliberate delivery from unauthorized outlets.
- Poor food quality, unsafe food handling, and deceptive food presentation.
- Lack of proper customer support and failure to address repeated complaints.

I have already filed complaints with the National Consumer Helpline, but Swiggy provided false information and my problems were not properly considered. The complaint ticket numbers are: *******, *******, *******, *******, and *******.

Below, I have detailed three instances highlighting these concerns:

Incident *: Unauthorized Restaurant Delivery (Order ID: ***************)
Date: **/**/****
Restaurant (as listed on Swiggy): Moorthy Cafe, Periyar Street
Actual Source of Delivery: OP Road outlet (unauthorized)

I placed this order after carefully verifying the location and explicitly mentioning in the instructions that the food must be from the Periyar Street branch. Despite this, Swiggy delivered the food from the OP Road outlet — repeating the same issue from my previous complaints.

This is a clear pattern of deceptive practices, where Swiggy changes only the restaurant name while delivering from an unauthorized location. Swiggy’s refusal to acknowledge this or offer any resolution has left me deeply frustrated.

Incident *: Unsafe and Misrepresented Food Quality (Order ID: ***************)
Date: **/**/****
Restaurant: Yuga Hotel, Chidambaram

The food I received was not just disappointing but hazardous to health:
- Uncooked Liver: The liver dish was undercooked and unsafe for consumption.
- Deceptive Prawn Biryani: Instead of a proper prawn biryani, I received plain biryani with prawn gravy poured on top.
- Fish Masala Issues: The Vanjaram fish masala was prepared with old fish mixed with fresh masala, and half a piece of fish was missing.
- Damaged Packaging: The food arrived with damaged packaging, compromising hygiene and safety.

Despite submitting proper photos and repeated attempts to contact Swiggy, I was ignored until they finally refunded a mere ₹** — an insultingly inadequate resolution. I request a full refund for this unacceptable experience.

Incident *: False Claims and Lack of Accountability (Ticket Number: *******)
In another order, I clearly specified that delivery should only be from the Periyar Street branch and requested cancellation if this could not be fulfilled. Swiggy ignored my instructions, delivered from the wrong outlet, and then falsely claimed the order was from the correct branch.

I provided ample evidence, including:
- Screenshots of my instructions.
- Tracking details showing the order originated from Chakra Avenue, OP Road — not Periyar Street.
- A distance map proving the discrepancy.

Swiggy refused to acknowledge these facts, did not issue a refund, and never arranged the promised call with an agent.

Pattern of Deceptive Practices:
*. Repeated Misrepresentation: Swiggy falsely lists restaurant locations, only to deliver food from unauthorized outlets.
*. Unsafe and Misleading Food Quality: Food items have been undercooked, poorly packed, and not as described.
*. Non-Resolution of Complaints: Prior complaints (Ticket Numbers: *******, *******, *******, *******, and *******) remain unresolved, with no proper investigation or contact from Swiggy.
*. Lack of Accountability: Swiggy’s responses are limited to automated messages, and no meaningful action has been taken despite multiple escalation attempts.
*. Possible Collusion with Restaurants: Swiggy’s continued tolerance of these practices raises suspicion of deliberate collusion for profit at the customer’s expense.

Request for Immediate Action:
I kindly request the National Consumer Helpline to:
- Investigate Swiggy’s unethical practices, including unauthorized deliveries, misrepresentation, and poor food safety standards.
- Ensure Swiggy provides a full refund for the affected orders.
- Take appropriate action to hold Swiggy accountable and prevent other customers from facing similar issues.

If my grievances are not addressed, I may be compelled to pursue further legal action.

I have attached supporting evidence, including:
- Screenshots of order instructions.
- Tracking details.
- Photos of the food quality and damaged packaging.
- Distance maps showing location discrepancies.

Thank you for your time and consideration. I look forward to your prompt response and resolution.

Sincerely,
Sharvesh S