Is Swiggy Ignoring Its Customers? Rising Complaints Spark Concerns Over Customer Service Fraud

Navi Mumbai, July 20, 2025 — A growing wave of consumer frustration is beginning to expose what many are now calling a systemic failure in customer support by India's leading food delivery platform — Swiggy. With no proper helpline, robotic chatbot replies, and zero accountability, is Swiggy slowly becoming an unchecked monopoly in the food tech space?

The Case That Sparked Outrage

Earlier today, Indian Food Times received a disturbing complaint from a Navi Mumbai customer who ordered breakfast from Chennai Express via the Swiggy app. Out of the four items ordered, two were completely incorrect. The customer immediately raised a complaint through the app, only to receive a pre-written chatbot message:

"We are sorry the order did not meet your expectations. We will ensure that your feedback is shared with the restaurant partner... Please rate your experience."

Let’s be clear — this wasn’t a taste issue. This was a delivery failure with missing/wrong items. Why is the customer being asked to simply leave a rating for the restaurant? Is that how Swiggy resolves service failures now?

The Real Shocker: No Human Help, Just Emails and Waiting

Things got even more frustrating when the customer tried to reach Swiggy’s customer care. With no customer support number available on the app or website, the user had to search through third-party platforms for over 30 minutes to find a working number: 080-67466725.

Once connected, the agent on the first call acknowledged the issue, saying:

We understand what you've faced, but we can’t do anything. Please mail your issue and wait for 6–8 working days for our backend team to respond.

That’s right — even in an urgent case of missing food and failed service, Swiggy’s support asks customers to write an email and wait up to a week or more.

The customer requested a resolution on the call, but the agent disconnected. What followed was worse:

The customer called eight more times.

• Every time, a new agent picked up.
• None of them had access to the previous complaint or call logs.
• Each time, the customer had to repeat the entire complaint from scratch.
• Again and again, agents said: “We can’t do anything. Please send an email and wait.”
• In many calls, agents disconnected the line when asked for escalation.

Despite repeated efforts, no resolution was provided.

To back his complaint, the customer shared all eight call recordings and screenshots of the in-app complaint with the Indian Food Times team — a complete, undeniable record of being ignored, delayed, and dismissed.

A Pattern of Silence

This is not an isolated case. Over the past few months, we’ve been flooded with similar stories:

• Missing food
• Faulty orders
• Payment issues
• No human support
• Bot replies & no refund

And worst of all? Swiggy has quietly removed its customer care number from public visibility, making it even harder for users to raise valid complaints.

Where Is the Accountability?

Swiggy’s entire business runs on the backs of Indian consumers. Yet, when those very consumers face problems — there is no human, no record, no escalation, and no refund.

If Swiggy truly is a tech-first company, why does it lack a basic CRM (Customer Relationship Management) system that logs previous complaints and interactions?

Are we supposed to believe that a billion-dollar tech unicorn cannot store past complaint history?

Is the System Broken?

Are consumer protection laws so weak that listed companies can act without fear?

Why are digital platforms allowed to function without real customer service?

Where are regulators like the Consumer Affairs Ministry or FSSAI?

Let’s Not Stay Silent Anymore

Swiggy may refund this customer now. But the real issue is systemic. It’s about the lack of respect for the Indian customer.

We urge all readers:

? Share your experiences with Swiggy

? Tag Swiggy and raise your voice online

? Lodge complaints on the National Consumer Helpline or call 1800-11-4000

? Demand better service, transparency, and real accountability.

This is not just about food. It’s about fairness.

The customer is not disposable. And no tech company is above accountability.