With rise in food business and app based communication few small companies like Swiggy thinks that it is fine if once or twice customer complaints can be ignored, we will keep growing.
If your marketing team is good with bad customer support your survival will become a challenge.
Coming back to recent incident.
I used their service Swiggy Genie trusting the brand, the delivery boy Dev Kishore Yadav came to pick dry fruit boxes which I sent to my sister who stays 6kms.
I sent two boxes, but she received one, I immediately called delivery boy and he said someone on the way stole the box and he did not report to anyone.
He uploaded the correct pictures to the order, before delivery 2 boxes are visible and after delivery 1 box.
I reported to Swiggy and they took 4 days to investigate.
After 4 days, the customer support team said, order was successfully delivered.
Even if they have proof, this is the condition.
Now, the matter isn’t close from my end, I will make sure to share story with as many people as possible cz more then money its about ethics of company.