Garima Khanna’s Post

Editing this post after successful resolution of the complaint. Got a call from the escalations team at Swiggy and Mr. Ronald helped me out by issuing a refund and taking the quality issue up with the restaurant. Swiggy What is up with your customer service? Most popular restaurants on your platform are sending out stale and stored food that gives out smell and you guys send out automated responses . Faced this issue twice in the last 15 days. For the first time I didn’t think to take it up on social media thinking that it might have happened once. But unfortunately coming to realize that it’s becoming a practice. What is this? A new way to turn profitable after losing 15k crores+? Sriharsha M. Gonna throw away the food and delete my account . Done with ordering in. #poorcustomerservice #swiggy #cloudkitchens #lunchbox

Swiggy Food Delivery Experience I placed an order at 10:04 pm, the delivery was expected to be done by around 10:30. Suddenly I received the notification at 10:35pm that the order was delivered. On reaching out with the delivery partner, he was not even picking the call. On reaching out to customer care, they had their default apology for not delivering and simply offered refund. Refund is fine, but when i tried to place the order again the restaurant were not available. Now, we had to order from zomato and wait for another hour for having a peaceful meal. Swiggy Team - this is not the resolution I expected, it’s your responsibility to get the food delivered. #swiggy #worstexperience #deliverypartnerscam #zomato

Swiggy should introduce a voucher if the estimated delivery time has been exceeded by a certain time, say 20%. So if delivery time is 45 mins and it has surpassed 54 mins, a voucher (20rs off on next order automatically ) as a small token of apology may not keep the person as frustrated as they were a few moments before. And for God's sake stop showing it ON TIME even though they know it's late. It can get really frustrating seeing that On Time symbol knowing it's not 🚫 The delivery person himself is frustrated as he has been sitting in the restaurant for the last 20 mins and the restaurant does not even inform him about the ETA of the order. This is time and energy wasted for both delivery partner and the one who orders :) #swiggy #delivery

Swiggy What about a scheduling feature? I want to order for my guests and want the food at a particular time so that it arrives fresh and there is no need to reheat it. I select items, pay, and choose a timer of 30 or 45 minutes after which the order gets placed automatically. Saves me the hassle in case I forget or some food item gets out of stock. #product #swiggy

As a frequent Swiggy user, I've noticed recent changes in the delivery process that seem to impact the overall experience negatively. Previously, Swiggy assigned a delivery partner as soon as the restaurant confirmed the order. This ensured: - 𝑸𝒖𝒊𝒄𝒌 𝑫𝒆𝒍𝒊𝒗𝒆𝒓𝒚: 𝘛𝘩𝘦 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘺 𝘱𝘢𝘳𝘵𝘯𝘦𝘳 𝘸𝘢𝘴 𝘳𝘦𝘢𝘥𝘺 𝘣𝘺 𝘵𝘩𝘦 𝘵𝘪𝘮𝘦 𝘵𝘩𝘦 𝘧𝘰𝘰𝘥 𝘸𝘢𝘴 𝘱𝘳𝘦𝘱𝘢𝘳𝘦𝘥. - 𝑯𝒐𝒕 𝒂𝒏𝒅 𝑭𝒓𝒆𝒔𝒉 𝑭𝒐𝒐𝒅: 𝘍𝘰𝘰𝘥 𝘢𝘳𝘳𝘪𝘷𝘦𝘥 𝘢𝘵 𝘰𝘱𝘵𝘪𝘮𝘢𝘭 𝘵𝘦𝘮𝘱𝘦𝘳𝘢𝘵𝘶𝘳𝘦 𝘢𝘯𝘥 𝘲𝘶𝘢𝘭𝘪𝘵𝘺. Now, Swiggy assigns the delivery partner only when the food is nearly ready, leading to: - 𝑫𝒆𝒍𝒂𝒚𝒔: 𝘈𝘴𝘴𝘪𝘨𝘯𝘪𝘯𝘨 𝘢 𝘱𝘢𝘳𝘵𝘯𝘦𝘳 𝘢𝘯𝘥 𝘵𝘩𝘦𝘪𝘳 𝘵𝘳𝘢𝘷𝘦𝘭 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘩𝘦 𝘳𝘦𝘴𝘵𝘢𝘶𝘳𝘢𝘯𝘵 𝘦𝘹𝘵𝘦𝘯𝘥𝘴 𝘵𝘩𝘦 𝘸𝘢𝘪𝘵. - 𝑸𝒖𝒂𝒍𝒊𝒕𝒚 𝑰𝒔𝒔𝒖𝒆𝒔: 𝘍𝘰𝘰𝘥 𝘰𝘧𝘵𝘦𝘯 𝘴𝘪𝘵𝘴 𝘸𝘢𝘪𝘵𝘪𝘯𝘨, 𝘢𝘳𝘳𝘪𝘷𝘪𝘯𝘨 𝘤𝘰𝘭𝘥 𝘢𝘯𝘥 𝘴𝘰𝘨𝘨𝘺. I've experienced several instances where delivery took longer, and the food quality suffered. For example, my last few orders arrived cold due to the extended wait at the restaurant. These are just my observations, and I hope Swiggy looks into this issue as it significantly impacts the user experience. Has anyone else also experienced the same? #CustomerFeedback #Swiggy #FoodDelivery #QualityMatters #ServiceImprovement

6. Set Expectations and then exceed them. My recent encounter with Swiggy, one of India’s food delivery services, showcased their exceptional ability to exceed customer expectations. During one particular dinner order from a new restaurant, there was a significant delay. Expecting a routine apology, I reached out to their customer support, only to be pleasantly surprised by their response. They promptly informed me about a mix-up at the restaurant and assured me that my meal would arrive soon. However, what truly distinguished this experience was what came with the delayed order. Swiggy didn’t just deliver my dinner; they also included a complimentary dessert and a heartfelt apology note. Furthermore, they credited my account with a discount coupon for future use. This proactive and thoughtful handling of the situation transformed a potentially frustrating experience into a positive one, reinforcing my loyalty to Swiggy. Their commitment to customer satisfaction and their ability to go above and beyond in addressing service issues was genuinely impressive. #customerexperience #brandbuilding #customercentric Sriharsha M.

Swiggy #unreliastic_deliverytime #fakepromise #nodelivery does this seem realistic to you? The delivery partner didn't move even an inch from past 15 min and your timer is also running in accordance with it. It's been 20 min that the delivery partner didn't move at all and after teaching out to Swiggy customer support, they are saying that they are not responsible for this delivery. if you can't take responsibility then you should mention that clearly before placing the order. You are not responsible for 1. food quality 2. delivery of food 3. item accuracy then what are you promising as a service

i ordered it from swiggy...now a days there's no good quality food in swiggy platform.they just sell their products for name &fame. it was Vada pav,Guys you can see it how the quality of this product..and when I write down the review for it ,then the swiggy team had unsatisfactory response regarding this.... i want to deliver my review because you people should check the quality of your product and you should take immediate response against the delivery service and many more things related food quality...... #Deliveryrelatedissue,#swiggyplatformforfooddelivery,#Poorfoodquality,#Uncookedfood,#coldfood,#unsatisfactoryresponse...

Today, when I received my lunch order from Swiggy, I noticed something different about the package. It included a handwritten note nudging me to rate the food 5 stars and recommend it to my friends and family if I enjoyed it. The food was excellent, but the handwritten message's personal touch truly made an impact. As a result, I gave the food a 5-star rating and rated the rider 5 stars. This experience reminded me of Richard Thaler's "Nudge" theory, a concept in behavioural science that influences people's decisions and behaviours through small changes in how choices are presented. Without the restaurant's extra effort, I probably wouldn't have taken the time to rate the food, even though it was good. This experience underscores the power of a simple nudge and how small acts can significantly impact customer behaviour. When we request G2 ratings, Google Reviews or customer testimonials for our products or services, these small nudges can make a significant difference. #CustomerExperience #NudgeTheory #BehavioralScience #CustomerSatisfaction #PersonalTouch #FiveStarRating #CustomerSuccess

#swiggy Swiggy and similar food delivery/quick commerce platforms thrive on their promise of customer experience & convenience. They are valued for the same too. However their lack of a mechanism to compensate a customer for failed experience & convenience is a BIG CONCERN. If there is a bad delivery (broken bottle of milkshake when the family is wanting to have a good time together / missing side dish for rotis, similar delivery related issues for example), just refunding the customer for that broken bottle / missed side dish is not good enough. What is the customer supposed to eat Roti with? What does the parent tell 1kid for not giving him/her alone their milkshake? That’s a complete failure of the promise & experience. Isn’t it fair to expect a fair compensation mechanism when we pay a premium for the experience & when the whole business is valued on that promise? Any thoughts from others? Had similar experiences?