Swiggy — Not bothering to refund for missing items in an order. Is it not their responsibility to resolve issues?

This is regarding order ID :[protected]ordered on 10th December, 2022) where I had ordered 5 items and 1 item was not delivered.

I raised a request on the Swiggy app and I got a reply from the email support that it’s the restaurant’s responsibility to pack the correct items. Isn’t it the responsibility of Swiggy’s employee who is collecting the package to check the contents or the number of items in the order.

When I asked about the refund for the missing item, they replied back saying that after carefully reviewing the issue, they are unable to validate the claim. Therefore, they can’t refund. On what basis did they review the issue? They are just copy pasting from the script they get from the crappy company.

If Swiggy or the restaurant doesn’t refund and if they don’t deal with the restaurant regarding the missing item and resolve this issue, then why have a customer care and email support. They might as well shut shop and fire all their good for nothing pathetic employees who don’t have the intent to resolve the issue.

Why the hell should I order on this fraudulent platform, when they cannot resolve simple issues.

I can go to the restaurant and get it myself instead of wasting money on these kind of BS platforms.

I expect to receive my refund at the earliest. If it doesn’t happen, then I am never going to use this app and also pass on this word to all my contacts to avoid this app and use the alternatives.