- Order canceled at last moment and replacement not provided ^Open

Nikhil Kumar Singh filed this complaint against Swiggy Bundl Technologies Pvt Ltd on Feb 04, 2024

Resolution Demanded:
Apology
Refund
Replaced
Damages

I ordered few products from swiggy instamart as a present to my friend on his birthday occasion. I got it at a very good deal for *** rupees(after good discount). Though the expected delivery time was * mins, but i waited for half an hour without any update. I then contacted the chat support department for an update and they asked for some time to check and i allowed. In few minutes i got a text message on my number that my order has been canceled. The problem is they did not inform me about any problem at their end nor did they asked for my consent before canceling. Since the chat was still open, I asked there why my order was being canceled but the chat was closed stating that i will get a refund of *** rupees(different than the paid amount). I tried contacting the instamart team again on chat platform(It was the only option available) and i insisted on speaking on call but Arshi(agent) denied and kept on delaying the response. Upon connecting on call later, she said that some other delivery partner has picked my order and internal team canceled the order for this reason. I asked her for replacement of my order but she refused. After wasting half and hour and being insisted on transferring the call to her senior, she transferred the chat to Preety Paul from Escalation desk and then she connected me over call. I put forward my request to help me with a replacement and she denied stating refund has already been issued and it can not be processed now. I told her that i am ready to pay *** rupees again but she said it is not possible. Surprising part was the reason she mentioned for cancelation was different from the previous agent as she mentioned that stock was not available in store.
First of all, they kept me waiting for ** minutes before abruptly canceling the order.
Then, they canceled the order without my consent and did not even inform me that they are proceeding ahead with cancelation.
Adding to it, they mentioned that they will provide a refund for *** rupees but i received only *** rupees.
Also, they kept on wasting my time for no reason on chat platform providing a very delayed response and also denied to help me with any replacement.
Order ID - #***************
I am frustrated with this experience and ended up wasting *.* hours for the same. It also ruined the entire experience for me.
I have kept all the call recordings and chat screen shorts.

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