Swiggy — Bad Customer Service / Refund Escalation

I am here as a last resort. I'm hoping for a resolution. I'm Natasha from Chennai and this is regarding a recent order on Swiggy (order number : [protected]) through V Cafe - Meals by PVR. To roll back a bit, prior to this I had placed an order from Swiggy with another restaurant. I was issued a food coupon of 488 as compensation since it was cash on delivery. Had it been any other mode of payment I would have got my money to my source account. Since it was COD they gave me a coupon. Still it's my money. Now coming to this order, during check out I made use of this coupon for Rs.488 and I had to pay an additional sum of Rs. 90. Upon receiving the order I noticed that the items were different from what I ordered and one was missing. As any customer would I seeked the support of Swiggy Help. The executive Shiwani Kumari was extremely rude and unprofessional. She took her own sweet time to reply to each query and my request fell on deaf ears. First she promised a replacement. Later she said that it's not possible which I can understand if the restaurant is not available to process that. It took quite a while for her convey that btw. However my genuine request was to help with the compensation if a replacement is not viable. For a person who suffered a mishap in her previous order and was given a coupon and I use that up, but it's still my money. But she was reluctant to read through my replies and was pasting the templates given to her over and again. I requested a call or a supervisor to help me out because for a sum of Rs.578 if I'm being offered Rs.30 that is ridiculous. Funny thing is I hear that's the best they could offer. Then she bumped it up to Rs. 90 then further to Rs. 300.when I declined and requested a supervisor she refused either call up and clarify nor transfer the chat. I requested to transfer the chat or if I can speak with someone so many times. She ignored all of my responses. I had to constantly repeat myself. I was appalled to see that she terminated the chat and sent the coupon of Rs. 30 without my consent. UNPROFESSIONAL. I initiated the chat again where Binayak was kind enough to call me and hear my concern. He had transferred the chat to escalation desk which was handled by Subhakant. Though he was polite and professional to apologize for the circumstances unfortunately they were not able to help. So I was told that since Shiwani had initiated the wrong coupon they cannot do anything further. But he assured to escalate this and share the feedback to the executive. I see it this way. The executive Shiwani was unprofessional and triggered a wrong coupon without my consent purposefully and now I have to run around for my money. My hard earned money. This is preposterous. Executives ought to understand the customer and respect us just as much as we respect them. I have given rave reviews to some executives in the past who were extremely helpful. This is the worst experience with Swiggy. Bad customer service. I wasted 2 hours on chat right from 11pm to 1am. Quite honestly to err is human. But isn't that why they should seek the customers consent before making any changes to the account or triggering any request? Even if some executive triggered a wrong coupon intentionally or unintentionally, there should be an option to fix it. Why should the customer suffer for this?

The last thing from Subhakant was that the feedback would be shared to the executive and respective team would hopefully reach our to me for a compensation however he was uncertain if it would be possible.
I humbly request that customers be treated right when this is a service industry and not have them suffer for choosing Swiggy over other apps. I am hoping that this will be addressed and that I would receive the full compensation on the order Rs.578
I am also requesting the support team to screen the executives and train them to handle the customers in professional manner. Hoping that this will not go unheard and that some one would reach out to me. Thanks in advance.
Regards,
NATASHA
Ph : (+91)[protected]
Em : [protected]@gmail.com