I placed an order on two days before Holi festival at 5:00 PM. The estimated delivery time was 25 minutes, but the order was delivered at approximately 6:30 PMresulting in a delay of over an hour.
Service & Support
Before the delay, I contacted the help center, and a customer care executive assured me over a call that my order would arrive by 5:30 PM. Unfortunately, that promise was not fulfilled. When the food eventually arrived cold and unappetizing, I reached out again, only to be told the fault lay with the restaurant. This contradicts the earlier assurance that support would be provided if the food quality was compromised. The lack of accountability and conflicting responses reflect poor service and inadequate support.
Information Depth
While initial communication appeared helpful, the actual depth of information provided was insufficient and misleading. The executive failed to mention that the delivery agent was already engaged with another order in a completely different area, which caused the delay.
User-Friendly Experience
This incident reveals a significant flaw in user experience. The Swiggy platform did not inform me about the real-time status or reassignment of the delivery personnel, making the process anything but user-friendly. A customer shouldn’t have to follow up repeatedly or be left in the dark about delays.
Time to Load
While the app itself may load quickly, the operational response time was clearly unacceptable. Delays caused by poor logistics planningsuch as assigning one delivery person multiple orders across different areasdirectly affected my experience. Cold food and missed timelines are not what a user expects from a professional service.
Conclusion
This was an extremely disappointing experience. The delivery delay, poor food quality, and lack of responsibility from both the service team and logistics management point to a systemic issue. Assigning multiple geographically scattered orders to a single delivery person in the name of cost-saving is not just inefficientits bad business.