Swiggy delivery drivers using someone else’s id and misleading the customer

Wife had a unique harassment experience with Swiggy delivery.

Ordered Chinese food from BERCOS, Spectrum Mall, Noida.

On “MyGate” app, there was a pre-approval for delivery. Delivery person assigned was named “Rajan” and his number is +919598xxxxx

Order was placed at 7.32 pm Delivery time was 30 minutes. Delivery did not happen. We pulled up chat and asked for delivery update. They could not contact the delivery person and kept on assuring the issue will be solved. 10 minutes to delivery. This went on for 20 mins.

We called the delivery person. It turned out that the number belonged to some Arpit Kumar who feigned ignorance about Swiggy, delivery, and even Chinese food. Never the less, called again. This time he told us that the number was being used by his Mama (uncle) named Ravi and not Rajan.

So we asked for Ravi’s number from him. We called Ravi on +919838xxxxx. He said his bike conked off (the easiest and stupidest lie) and he will be there in 10 minutes.

All this has happened the time now is 8.36. He came in at 8.48 pm.

The issue was not delay. The issue was “zero communication”. If the order is getting delayed the delivery boy can inform that he is getting delayed. They have outgoing call facility which they use when they can’t find the location.

Swiggy chat bot is smart. Smarter than the collective IQ of their entire company. Stays non-committal. Their customer care is a joke. On every call there is a new agent responding who has zero idea about the issue so you have to explain the issue over and over again.

What is the platform fees and delivery fees which they charge when they can’t even ensure timely delivery or timely communication!

I had stopped using Swiggy for this reason, now wife has also stopped.