The Enshittification of Swiggy

[DBot]

I ordered a pizza on Swiggy and the delivery guy kept the pizza vertically in front of the scooter. I opened the box in front of him and showed that it's crushed completely and I can't pay for it. He accepted and decided to complete the order without me paying for it. I felt bad and I said I'll contact support and get some coupon or refund and I paid him and came home and complained on Swiggy. They didn't respond for 10 mins and did not allow me to open another ticket as there was an active one. So I decided it's a lost cause and ate the pizza. 45 mins and still no response. I wish I had paid using credit card so I can raise a fraud complaint.

 

[Silent47Assassin]

I ordered a pizza on Swiggy and the delivery guy kept the pizza vertically in front of the scooter. I opened the box in front of him and showed that it's crushed completely and I can't pay for it. He accepted and decided to complete the order without me paying for it. I felt bad and I said I'll contact support and get some coupon or refund and I paid him and came home and complained on Swiggy. They didn't respond for 10 mins and did not allow me to open another ticket as there was an active one. So I decided it's a lost cause and ate the pizza. 45 mins and still no response. I wish I had paid using credit card so I can raise a fraud complaint.

I had faced multiple instances of this situation personally, but I always got a refund or replacement in such a case.

 

[rsaeon]

You have to wonder what their thought processes are when they do things like that. I honestly had no idea that basic reasoning skills were a blessing until I started seeing things like this.

I had a school teacher that always yelled at us, "Looks like common sense isn't very common around here" and we as kids would stifle our laughs because we thought it was a joke.

 

[blr_p]

I ordered a pizza on Swiggy and the delivery guy kept the pizza vertically in front of the scooter. I opened the box in front of him and showed that it's crushed completely and I can't pay for it. He accepted and decided to complete the order without me paying for it. I felt bad and I said I'll contact support and get some coupon or refund and I paid him and came home and complained on Swiggy. They didn't respond for 10 mins and did not allow me to open another ticket as there was an active one. So I decided it's a lost cause and ate the pizza. 45 mins and still no response. I wish I had paid using credit card so I can raise a fraud complaint.

I've had this happen to me a few times. Unfortunately discovering always after the delivery guy had left. It's generally rare but with new staff this can happen.

Yeah! All the filling at the bottom. Oh well rearrange and eat.

Give the delivery guy a 2 star rating since this was the only weak link with a full explanation

With some pizza places the bag provided acts as a sort of barrier and I find the pizzas are rarely mis-delivered. The bag is of paper and the pizza sits flat at the bottom and it closes in a triangular. shape. When there is no bag and just a box then its risky.

 

[guest_999]

I wish I had paid using credit card so I can raise a fraud complaint.

Don't count on it, here as long as the food/order is delivered to your home then credit card company takes no further responsibility of what happens next.

With some pizza places the bag provided acts as a sort of barrier and I find the pizzas are rarely mis-delivered. The bag is of paper and the pizza sits flat at the bottom and it closes in a triangular. shape. When there is no bag and just a box then its risky.

Unless pizza is secured to the box by those tripod plastic clips nothing will help.

Pizza saver - Wikipedia

en.wikipedia.org

 

[blr_p]

Unless pizza is secured to the box by those tripod plastic clips nothing will help.

Pizza saver - Wikipedia

en.wikipedia.org

That's there but if transported vertically all the filling will accumulate at the bottom.

 

[crytt]

It wasn't like this before right? They didn't charge literally double online?

 

[Silent47Assassin]

I've had this happen to me a few times. Unfortunately discovering always after the delivery guy had left. It's generally rare but with new staff this can happen.

Yeah! All the filling at the bottom. Oh well rearrange and eat.

Give the delivery guy a 2 star rating since this was the only weak link with a full explanation

With some pizza places the bag provided acts as a sort of barrier and I find the pizzas are rarely mis-delivered. The bag is of paper and the pizza sits flat at the bottom and it closes in a triangular. shape. When there is no bag and just a box then its risky.

You could have reached out to customer service and shared images. They typically provide a full refund in such cases.

 

[badwhitevision]

You could have reached out to customer service and shared images. They typically provide a full refund in such cases.

And mark your account for excessive refunds.

 

[Silent47Assassin]

And mark your account for excessive refunds.

Depends on how many times you do it I guess. After all, it is the fault of the delivery person for improperly handling the food, so they should be responsible. I've done this at least 3-4 times after which I used to write a comment in the cooking request section to inform the delivery person w.r.t proper handling. I don't think I have faced any issues with marking my account with excessive refunds.

But I am curious if anyone faced this and if so, how does one know and what repercussions do they face?

 

[badwhitevision]

I don't know if I was marked for excessive refunds or what, but I've asked for refunds a few times consecutively when icecreams I've ordered were melted, simply because Swiggy decided they wanted to group my order with someone else to skimp on paying their delivery partner.

I'm a One customer, so that might also have influenced decisions.

The first time it was a no questions asked refund.

The second time, they wanted photos.

The 3rd time, they refused the refund stating Swiggy isn't responsible for temperature.

From then on, I don't order at times when I know there will be grouping of orders, or even better, avoid ordering completely. I can't risk my account getting banned, though I've heard of accounts being banned for excessive returns.

 

[rsaeon]

You'll be fine, they value order metrics way too much to ban anyone. I don't think anyone's requested more refunds than me and I'm granted a refund nearly once every two days.

The way you request a refund makes a difference. Spillage, missing items, wrong items, contamination are the easiest. If you can prove the problem was with the delivery person or restaurant, then it's easier to get a refund. I'm assuming it's because they can penalize one of those two.

Persistence sometimes helps, today their automated systems offered a refund of Rs 26. Escalated to customer support and they offered 46. Asked them to check photos and they then offered 103. Item was 129 before coupons. This was for portion size, which is difficult to get refunds for.

Persistence can also lead to the customer support person giving up and asking you to email, in which case there is almost no going back and you have to email. I've been able to refuse to email and get an immediate refund just once in the last 5 years. So it's possible but incredibly difficult.

Zomato is a lot more stubborn about refunds. But their algorithm is far more flawed so it actually costs them more money because they will automatically approve a four digit refund if you're averaging less than X number of refunds per month (don't know the number exactly but mine is 1 per month with zomato for the current quarter).