Swiggy — undelivered order as well as unethical behaviour of the partner restaurant and the delivery executive

Address:

Hyderabad, Telangana, 500081

I had ordered on July 18, 2019 (7:25 p.m. IST) from Ovenstory, Gachibowli, Hyderabad. It was already paid. 40 minutes after the order, the delivery guy called and rudely asked me to cancel my order since the restaurant was already closed since 7:27 p.m. (2 minutes after my order was placed and paid for). He then said that my order could not be delivered bcause apparently, there was another division within the restaurant which prepared that specific item and hence, it could not do so today. All this I came to know after 40 minutes of placing my order and paying for it. I refused to cancel since Swiggy does not guarantee refunds in case of cancellation by customers. I tried to raise the issue with Swiggy customer care, who initially said that my order has already been delivered! I had not received any order and my order summary showed that it was delivered. For about 20 minutes, I tried to seek help from the customer care, and after about an hour or so they responded saying they were still looking into it.

Finding no other choice, I called up the customer care and they said that the delivery guy had told them that the restaurant was closed. I asked how can a restaurant close within two minutes of accepting an order? Swiggy had no explanation for it except the fact that they have initiated a refund, which may take up to 4 business days to reflect in my account.

My grievance:
1. The unethical attitude of the partner restaurant of closing within two minutes of accepting payment for my order.
2. The delivery guy rudely asking me to cancel the order as if it was my fault that the restaurant was closed and I should not have placed it in the first place.
3. Swiggy refusing to compensate for their careless attitude towards customers like me who was unnecessarily harassed for one and a half hours for just resolving the issue. Not only this, but there is no way you can get a formal complaint registered with Swiggy in the name of the partner restaurant and the delivery executive for failure of their duties.