Fraudulent billing & non delivery of paid orders. Review on Swiggy

Feb 2nd, the order was placed from Ratnadeep Supermarket. Swiggy genie delivery exec Mr. Riyazhussain sheikh charged me Rs.3010 & wanted me to transfer it to his Goole Pay a/c. But for safety reasons, I paid through Swiggy. 15 minutes later he called me to check the brand of apples that I want him to buy.

I realised that he took the payment from me even before the bill was generated by Ratnadeep. When questioned how he charged the amount without a bill, he replied that he made a rough estimate. I asked him to wait at the supermarket while I complain to Swiggy and cancel my order.

Swiggy, as we know, are not easily reachable & I had to keep typing on chat box receiving their standard replies of apologies, escalation of the complaint, asking me to send an email to their support team etc etc and finally closed the chat abruptly asking for my feedback.

All this chat wasted almost an hour with no outcome. Through google search, I got Swiggy's customer support number and called. The call got disconnected after playing a recorded msg that I do not have any active orders though my said order was still active and undelivered.

When I checked the status of my order in Swiggy app, it was marked as 'delivered' by Mr. Sheikh. I then had to resume the only communication channel provided by Swiggy - their rubbish 'chat box' which gave the same replies as in the previous chat.

Finally, spent many hours of my time gathering all details of the order & waiting to get a copy of the actual bill (paid by Mr. Sheikh) from Ratnadeep Supermarket.

To my surprise, Mr. Sheikh paid only Rs. 1812.99 but charged me Rs.3010 which was paid through Swiggy. Ratnadeep also confirmed that Mr. Sheikh had taken all the order items and left their premises. Disappointed and dejected with Swiggy's mean tactics, I sat typing the marathon episode once again in an email to the Swiggy support team and sent it at night for which I got an auto-reply stating that I should wait for 24 to 48 hrs for them to get back after investigating.

It is past 72 hrs since the order was placed on 2nd Feb (today is the 5th of Feb) and there has been no resolve from Swiggy and not even a courtesy call to inform the status.

After 48hrs the support team had sent another email (in response to my reminder) to me stating the same that I should wait for another 24 to 48 hrs for a resolve!

What do we understand from all this?

Is Swiggy encouraging its employees to pursue such frauds or is it innocent?

Mr. Sheikh claims that the money goes to Swiggy and he has no share in it since it was paid to Swiggy. Finally, as I see it, Mr. Sheikh got items worth Rs. 1812 and Swiggy got the balance of Rs. 1198 from the money that I paid of Rs. 3010.

Why would they want it to be resolved?

Hope Swiggy understands the fact that customer satisfaction and the support extended to their issues alone bring back the glory that Swiggy enjoyed at one time. Else, it is just a matter of time before such fraudulent practices and avoiding tactics of Swiggy paves its own way to see the end!

Please refer to the uploaded pics.