Delhivery kept my perishable food at the Chennai delivery station for 9 days while support sent copy-paste replies

I need to rant because this has gone far beyond an ordinary delivery delay.

I ordered Gud Thekua and Namak Para from MomsMade. The parcel reached Delhivery’s final delivery station in Chennai, but they kept it there for nine days without delivering it. These were perishable food items. At this point, the contents are obviously spoiled.

I followed up almost every day through their chat, email, X, and the seller. Delhivery kept replying with the same generic lines:

“Your shipment is being prioritised.”

“The relevant team has been informed.”

“It will be delivered as soon as possible.”

What does “as soon as possible” even mean after nine days at the final station? Why could they not deliver it a week earlier? Why was it not sent out last Friday? Why can nobody provide a specific delivery date, the name of the person handling the escalation, or proof of the claimed delivery attempts?

They took two days just to tell me that a delivery had supposedly been attempted. Nobody called me or came to the address. I have my call records and repeatedly asked them to provide the delivery agent’s call logs, GPS records, timestamps, and proof of visit. They ignored the questions and sent another template.

The seller also initially claimed they could not trace the order, even though Delhivery’s own WhatsApp message clearly showed the merchant name, recipient, and AWB. Only after repeated escalation did someone from MomsMade speak to me.

I have also had a terrible experience with Shadowfax in Chennai. They delayed an important Tata 1mg medicine delivery by nearly a week. During one call, the delivery person cut the call and told me in Tamil, “Buy your medicines in your state.” I experienced that as openly racist and discriminatory. A customer should not be denied basic service or insulted because they are perceived to be from another state.

I am not saying every delivery worker in Chennai behaves this way. I am talking about the specific people involved in these incidents and the companies that apparently do not audit them. When agents submit questionable updates, refuse to deliver food or medicine, cut calls, or speak to customers this way, what consequences do they face?

The real problem is that these companies appear to have no functioning escalation process. Customer support sends automated apologies, the local hub remains unreachable, the seller blames the courier, and the customer is left chasing everyone until the product is spoiled or no longer useful.

Has anyone here faced the same issue with Delhivery or Shadowfax in Chennai? Is there any reliable way to reach the local hub or an actual operations manager instead of another chatbot response?