Swiggy — Formal complaint regarding non-compliance with food instructions and violation of religious virtues of fasting

I am writing to formally lodge a complaint concerning an order placed on October 5, 2024 (Order ID: [protected]) through Swiggy, from Big Bowl, Thaltej Outlet, Ahmedabad. The details of the order are as follows:

Order ID: [protected]
Restaurant Name: Big Bowl, Thaltej Outlet, Ahmedabad
Order Value: ₹447
The issue stems from a clear disregard of specific instructions provided at the time of ordering, which were crucial to the observance of my religious fast. I specifically requested that the food be prepared without onion and garlic, in compliance with the dietary restrictions associated with fasting. Unfortunately, upon receiving the order, I discovered that the food contained both ingredients that are strictly prohibited during fasting and violated the very essence of the religious practice, resulting in a serious disruption of my fast.

The observance of fasting holds deep spiritual significance, guided by divine virtues such as purity, self-control, and reverence. The failure of the restaurant to adhere to my instructions has led to the following grievances:

Non-Compliance with Specific Dietary Instructions: Despite clear and explicit instructions, the food was prepared using onion and garlic, which were to be excluded.

Violation of Religious Virtues: The breach of my fasting instructions has undermined the sanctity of my religious observance, causing spiritual and personal distress.

Disrespect for Customer's Religious Beliefs: The failure to follow the dietary restrictions not only caused a significant inconvenience but also reflected a lack of respect for my religious practices and beliefs.

I have previously raised this issue with Swiggy’s customer support, but I have not received a satisfactory resolution. Swiggy, in their communication, admitted their mistake. However, their response has been casual and dismissive, which I find wholly unacceptable. The way they handled the situation shows a lack of care and responsibility toward consumer concerns.

I have attached the correspondence from Swiggy, which highlights their careless approach toward resolving this matter.

In light of the above, I request the following:

Full Reimbursement: I request a complete refund of ₹447 paid for the order, as the food provided was not in accordance with my instructions.

Formal Acknowledgment and Apology: I seek a formal apology and acknowledgment from the restaurant and Swiggy for the oversight and the disrespect shown toward my religious practices.

This matter, in my view, requires intervention from the Consumer Court, as the failure to comply with my dietary instructions not only caused inconvenience but also violated my fundamental rights as a consumer.

I respectfully urge you to take appropriate action and resolve this issue at the earliest. I have enclosed all relevant documents, including the order receipt, communication with Swiggy, and screenshots of the order details, for your reference.

Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.

Yours sincerely,
Akshita Parekh
Phone: [protected]