Rapido - Urgent Escalation Rider Refused Delivery and Took My ParcelPM

I am writing to escalate a serious issue regarding a parcel pickup I booked through your platform on **/**/**** at *:** PM. Despite raising a complaint at the time of the incident, it was extremely difficult to contact your support team.
I had scheduled a parcel pickup for a food delivery, and your app clearly states: “Send anything, anytime, anywhere.”Based on this, I proceeded with confidence. The rider accepted the task, arrived at the pickup location, collected the parcel and the OTP PIN, and then refused to deliver it after realizing the parcel contained food. He was rude, unprofessional, and claimed he wouldn’t complete the delivery because it wasn’t a designated food order.
This behavior is completely unacceptable. If the rider was unwilling to deliver food, he should not have accepted the booking or taken the parcel. As a result:
* My time and money were wasted
* The delivery was never completed
* And most seriously, the rider ran away with the food, effectively stealing my items
To make matters worse, after raising the complaint around *:** PM, I only received a call from your support team at *:** PM. I explained the situation and was told it would be investigated. However, the next update came only at *:** PM, where I was informed that your team was unable to contact the captain. An apology was issued on behalf of the rider, and shockingly, I was asked to personally go and collect the parcel — which defeats the entire purpose of using a delivery service.
This experience has been deeply frustrating and is far below the professional standard expected from Rapido. I am demanding the following actions:
*. A full investigation into the rider’s behavior and account.
*. A refund or compensation for the failed delivery and the stolen food.
*. Clear communication on what steps Rapido will take to prevent similar incidents in the future.
Please treat this as high priority. I expect a formal resolution within ** hours.