Swiggy - Food delivery delayed and very cold food delivered

This is regarding Swiggy order number ***************.

I ordered this food at *:** PM. In this restaurant, the food usually gets ready in just * to ** minutes and also gets delivered to my home usually in ** to ** minutes. However, this time the order turned out to be an ordeal rather than a meal.

For this order, it was taking an extremely long time for the food to be delivered. When I called the delivery person, he said he was waiting at the restaurant and told me it was some batch order or bulk order and it was taking a very long time. He also said my food was ready long back but because of batch/bulk orders, it is taking time, and asked me to wait. When I called the restaurant, they said the same that my food was ready within ** minutes of ordering but because of batch/bulk orders it is taking time.

After around ** minutes, I called the delivery person again, and he said he could start only if all the orders were ready and if required I could call Swiggy customer support regarding this and started getting into a fighting mode.

After some time the Swiggy tracking showed he picked up the order, but again the next issue started. He started delivering several other deliveries and the tracking was continuously showing something like "Delivering another order nearby". This again took a very long time and by the time he delivered at my house, it took another ** minutes or so. While delivering, the delivery person looked very angry and he started shouting as to why I was calling him repeatedly and he just followed whatever Swiggy was suggesting. He started fighting and told me that he was not responsible for the delay and that if required I should call Swiggy customer support and left angrily.

After all this when we opened the parcel, the food was stone-cold. As I mentioned before the food was prepared and parceled almost * hour before we opened the food parcel. Because of this, the dosa was cold and soggy. The Parotta was cold and rubbery since it was made of maida. Chappati was cold and dry. After eating a little bit of everything, we were not able to consume most of the food and we simply threw it away and we had to make some alternate arrangements at home.

At the end of the day, it was a complete waste of time, energy, and money for us and we simply discarded most of the food we ordered.

I understand that mistakes happen, but the combination of delayed delivery, poor communication, and subpar food quality reflects poorly on Swiggy's commitment to customer satisfaction. Given these circumstances, I believe a refund for this order is not only fair but necessary to restore my faith in Swiggy's ability to provide reliable service. You can refer to the history of all the orders I have placed via Swiggy. I would have placed at least ** orders this year alone and this is the first time I am asking for a refund because of the extremely bad experience.