Usually trusted the platform for its convenience and reliability. However, my recent experience has left me extremely disappointed and frustrated. I placed an order on May 9, 2025, for a Fresh Pineapple Eggless Cake (500 grams) from Ovenfresh Baking Cakes Since 2009. The order was for a special occasion, and I was looking forward to it. Unfortunately, the order was cancelled by Swiggy at 7:24 PM on the same day. Despite the cancellation, I was charged the full amount of ₹488, and no refund has been issued to date.
The billing details clearly show that I paid via credit/debit card. The total included the cake price of ₹499, packing charges of ₹17, a delivery fee of ₹39, platform fees, and taxes. Discounts were applied, bringing the total to ₹488. However, after the cancellation, I received no notification or update regarding a refund. I waited patiently for several days, hoping the amount would be automatically refunded. That never happened.
I reached out to Swiggys customer support through the apps "Help" section, but the responses were generic and unhelpful. I was told to wait, then later informed that the case was closed without any resolution or refund. It felt like I was being ignored. No proper explanation was provided as to why the order was cancelled in the first place, and why I am still being charged for something I never received.
This isnt just about money its about trust. When a customer pays upfront and the order gets cancelled, the minimum expectation is a hassle-free refund. Swiggy completely failed in this regard. Their lack of transparency and customer support has eroded my confidence in using their platform again. Its disappointing that a company as big as Swiggy cannot ensure basic accountability and service.
To make matters worse, this was a cake for a special event at home, and the last-minute cancellation without refund not only spoiled the mood but caused unnecessary stress. I had to make alternate arrangements quickly, spending more money and effort.
I would advise other customers to be cautious, especially when ordering from Swiggy for important occasions. If something goes wrong, dont expect quick support or a fair resolution. I hope Swiggy looks into this issue and changes how they handle refunds and customer grievances in the future.
For now, I am left with a cancelled order, no cake, and ₹488 lost. This is not the experience anyone expects from a reputed food delivery service. Until they fix their refund process and improve their customer service, I will think twice before using Swiggy again.