Swiggy — Amount paid but food not delivered

Order #[protected]
Order Date 17/05/2022
Order Time 09:40PM

I contacted the customer care (chat) once the ETA was over. I was informed that the delivery partner is on the way and will be delivering shortly. After about 4-5 mins the customer support executive informed that the order had been delivered. I did not receive the order and immediately responded to the customer support executive informing him about it. They tried calling the delivery partner, but he didnt respond. I was asked to contact the delivery partner. I did it, but no response from the delivery partner.
Thereafter, I got the most bizzare reply from the customer support executive, stating that I needed to send an email for this issue and expect a reply within the next 10-12 hours. Seriously ! This was unbelievable.
Further, i called up the customer care centre, explained the whole situation and got the same reply. It was quite unbelievable that Swiggy expects a customer to wait for their response for 10-12 hours in such cases, where the order has not been delivered but updated in the app as delivered. If I want to have a product now, what's the point of getting it (or rather a template response) after 10-12 hours ?
Note- A similar situation took place in the afternoon, today itself (Order #[protected], where wrong items were delivered. The customer care couldnt do anything. The email support team shared a template email. I was only assured that a STRONG FEEDBACK has been forwarded to tue concerned department so that such instances are not repeated in the future. I couldn't get what i had ordered nor did i receive the refund for the same. I dont think you've learnt from the previous issues.

Observation - your handle is named as SwiggyCares. do you really CARE ? There is something not correct going on inside your company.