- Loss Amount
- 312
- Ratings
To,
The Hon'ble Consumer Disputes Redressal Commission,
I wish to file a complaint against Swiggy for deficiency in service, unfair trade practices, and wrongful imposition of cancellation charges.
Today on 01/08/2026, Swiggy displayed an estimated delivery time of 4:50 PM. However, despite this commitment, no delivery partner had even been assigned by the promised delivery time. A delivery partner was assigned only at approximately 5:05 PM, which clearly demonstrates that the delay was entirely due to Swiggy's operational failure and not due to any fault on my part.
I had an important meeting scheduled at 5:00 PM, and I had placed the order expecting it to arrive before then. Since no delivery partner had been assigned even by 5:05 PM, I was unable to receive my food before my meeting and had to attend the meeting without eating, causing significant inconvenience.
Before the order was assigned to any delivery partner, I attempted to cancel the order at approximately 4:35 PM. However, Swiggy's chatbot repeatedly failed to process my cancellation request and also failed to connect me with a human customer support executive despite multiple attempts. I was effectively denied any reasonable opportunity to cancel the order before dispatch.
Thereafter, I spent more than one hour communicating with Swiggy's customer support, yet no effective resolution was provided. Instead of acknowledging its own failure to provide timely service and customer support, Swiggy insisted on charging me 100% of the order value as cancellation charges.
The food eventually arrived at around 5:15 PM. By that time, I was already attending my meeting and was not in a position to receive or consume the order. Moreover, the order consisted of Maggi, which naturally loses its quality when served cold. Since the delivery was already significantly delayed beyond the promised time, the purpose of ordering the food had been completely defeated.
During my interactions with Swiggy's customer support, I was incorrectly informed that the order had been delivered within the promised delivery time. This claim is factually incorrect. I possess screenshots from the Swiggy application that clearly show the promised delivery time, the actual time at which the delivery partner was assigned, and the subsequent delivery timeline. These records conclusively establish that the order was not delivered within the promised time and directly contradict Swiggy's assertion. I am submitting these screenshots as evidence in support of my complaint.
I would also like to clarify that the delivery partner was not at fault in this incident. Once the order was assigned, the delivery partner completed the delivery within approximately 10 minutes, which appears to be reasonable. The entire delay occurred before the order was assigned to a delivery partner and was solely attributable to Swiggy's internal operations. Therefore, if any refund or compensation is ordered, I specifically request that the financial burden should not be transferred to the delivery partner, as he should not be penalized for Swiggy's operational failures.
Swiggy's actions constitute a clear deficiency in service and an unfair trade practice. It is unreasonable and unjust to penalize a customer for delays entirely caused by the company's own systems while simultaneously denying access to effective customer support and refusing cancellation before the order was dispatched.
In light of the above, I respectfully request the Hon'ble Commission to:
Date: 01/08/2026
The Hon'ble Consumer Disputes Redressal Commission,
I wish to file a complaint against Swiggy for deficiency in service, unfair trade practices, and wrongful imposition of cancellation charges.
Today on 01/08/2026, Swiggy displayed an estimated delivery time of 4:50 PM. However, despite this commitment, no delivery partner had even been assigned by the promised delivery time. A delivery partner was assigned only at approximately 5:05 PM, which clearly demonstrates that the delay was entirely due to Swiggy's operational failure and not due to any fault on my part.
I had an important meeting scheduled at 5:00 PM, and I had placed the order expecting it to arrive before then. Since no delivery partner had been assigned even by 5:05 PM, I was unable to receive my food before my meeting and had to attend the meeting without eating, causing significant inconvenience.
Before the order was assigned to any delivery partner, I attempted to cancel the order at approximately 4:35 PM. However, Swiggy's chatbot repeatedly failed to process my cancellation request and also failed to connect me with a human customer support executive despite multiple attempts. I was effectively denied any reasonable opportunity to cancel the order before dispatch.
Thereafter, I spent more than one hour communicating with Swiggy's customer support, yet no effective resolution was provided. Instead of acknowledging its own failure to provide timely service and customer support, Swiggy insisted on charging me 100% of the order value as cancellation charges.
The food eventually arrived at around 5:15 PM. By that time, I was already attending my meeting and was not in a position to receive or consume the order. Moreover, the order consisted of Maggi, which naturally loses its quality when served cold. Since the delivery was already significantly delayed beyond the promised time, the purpose of ordering the food had been completely defeated.
During my interactions with Swiggy's customer support, I was incorrectly informed that the order had been delivered within the promised delivery time. This claim is factually incorrect. I possess screenshots from the Swiggy application that clearly show the promised delivery time, the actual time at which the delivery partner was assigned, and the subsequent delivery timeline. These records conclusively establish that the order was not delivered within the promised time and directly contradict Swiggy's assertion. I am submitting these screenshots as evidence in support of my complaint.
I would also like to clarify that the delivery partner was not at fault in this incident. Once the order was assigned, the delivery partner completed the delivery within approximately 10 minutes, which appears to be reasonable. The entire delay occurred before the order was assigned to a delivery partner and was solely attributable to Swiggy's internal operations. Therefore, if any refund or compensation is ordered, I specifically request that the financial burden should not be transferred to the delivery partner, as he should not be penalized for Swiggy's operational failures.
Swiggy's actions constitute a clear deficiency in service and an unfair trade practice. It is unreasonable and unjust to penalize a customer for delays entirely caused by the company's own systems while simultaneously denying access to effective customer support and refusing cancellation before the order was dispatched.
In light of the above, I respectfully request the Hon'ble Commission to:
- Direct Swiggy to refund the entire cancellation amount wrongfully charged.
- Hold Swiggy accountable for deficiency in service and unfair trade practices.
- Award appropriate compensation for the inconvenience, loss of time, mental harassment, and the distress caused by the company's conduct.
- Direct Swiggy to improve its customer support and cancellation mechanisms so that consumers are not deprived of timely assistance in similar situations.
- Pass any other order that the Hon'ble Commission deems fit in the interest of justice.
Date: 01/08/2026
Attachments
Last edited: