Wrong Food Delivered and Refund Not Provided

[dhiraj.sah78]

Loss Amount

395

Ratings

1.00 star(s)

I am filing this complaint regarding an incorrect food order delivered through Swiggy by Nazeer Foods.

1. Details of the Order​

I placed an order through the Swiggy platform for:

1 × Chicken Taka Tak Shawarma Roll

1 × Small Chicken Popcorn

However, the food delivered to me was completely different from what I had ordered. I received:

6 pieces of bread

1 × Small Chicken Thali

The items delivered were not the items mentioned in my order and therefore the order was not fulfilled as placed.

Swiggy Order ID: #247165274196462
Order Date: 31-08-2026, 10:31 PM
Order Amount: ₹395

2. Attempts to Resolve the Issue​

Immediately after receiving the incorrect order, I attempted to contact Nazeer Foods directly to report the issue. However, the restaurant’s contact number was not reachable, and I was therefore unable to resolve the matter directly with the restaurant.

I subsequently contacted Swiggy Customer Support and explained the issue. I spoke with a Swiggy support representative named Vinay, who advised me to report the matter by email for further investigation.

Following his instructions, I emailed Swiggy with the details of the incorrect order and requested a refund.

3. Swiggy’s Response​

Swiggy subsequently responded stating that they had reviewed my concern but that they would not be able to offer compensation.

However, Swiggy did not provide any specific explanation as to:

Why the completely incorrect items were delivered;

Whether the restaurant was contacted or investigated;

What evidence was considered while reviewing my complaint; or

Why I was being denied a refund despite receiving items that were completely different from those ordered.

I replied to Swiggy and requested that the matter be reopened and properly investigated. I also requested a full refund for the incorrect order.

Despite my follow-up, Swiggy has not provided a satisfactory resolution or processed the refund.

4. Nature of the Complaint​

This complaint is not regarding food preference, taste, quality, or dissatisfaction with the food.

The fundamental issue is that the products delivered were completely different from the products that I paid for and ordered through the Swiggy platform.

I made a legitimate payment for specific food items, but those items were not delivered. Despite bringing this discrepancy to Swiggy’s attention and following the support team’s instructions, the issue has not been satisfactorily resolved.

I therefore request the National Consumer Helpline to take up this grievance with Swiggy and the concerned restaurant.

5. Relief Requested​

I respectfully request that Swiggy be directed to:

Refund the full amount paid for the incorrect order;

Properly investigate the discrepancy between the items ordered and the items delivered;

Provide an explanation for why my legitimate refund request was initially rejected;

Take appropriate corrective action with the concerned restaurant/platform to prevent similar incidents.

I am not seeking an unreasonable amount of compensation. My primary request is for a refund of the amount paid for the order that was not delivered as ordered.

6. Supporting Evidence​

I can provide the following documents/evidence in support of my complaint:

Screenshot of the Swiggy order showing the items actually ordered;

Photographs of the food that was delivered;

Photographs of the packaging/order details, wherever available;

Swiggy customer-support correspondence;

Email sent to Swiggy regarding the incorrect order;

Swiggy’s response refusing compensation;

My subsequent reply requesting investigation and refund;

Payment/order invoice or transaction record.

I request to kindly register this grievance and facilitate an appropriate resolution with Swiggy and the concerned restaurant.