How to File a Complaint Against Swiggy in 2025: Complete Guide

Common Swiggy Complaints in 2025

Before diving into the complaint process, let's understand the most frequent issues customers face:

Food Quality Issues

• •Cold or stale food: Food arriving cold, soggy, or not fresh
• •Wrong items: Receiving items different from what you ordered
• •Missing items: Parts of your order not delivered
• •Poor packaging: Spilled food, damaged packaging, or unhygienic conditions
• •Expired products: Receiving items past their expiration date (especially groceries)

Delivery-Related Problems

• •Excessive delays: Orders taking much longer than estimated
• •Delivery partner behavior: Rude conduct, unprofessional behavior, or safety concerns
• •Wrong address delivery: Food delivered to incorrect location
• •Non-delivery: Order marked as delivered but never received
• •Contact issues: Unable to reach delivery partner

Payment and Refund Issues

• •Refund delays: Approved refunds not credited to account
• •Partial refunds: Receiving less than expected refund amount
• •Unauthorized charges: Extra charges or incorrect billing
• •Failed transactions: Money debited but order not placed
• •Coupon/offer issues: Promotional codes not working or discounts not applied

Account and Technical Problems

• •Account suspension: Sudden account blocks or restrictions
• •Swiggy One/Super membership: Billing issues or benefits not working
• •App glitches: Technical issues affecting ordering or payment
• •Data privacy concerns: Unauthorized use of personal information

Step 1: In-App Complaint Resolution

Swiggy's first line of support is their in-app complaint system, which is actually quite responsive for most issues.

Immediate Action (During/After Delivery)

If the issue occurs during delivery:

• 1
  Open the Swiggy app immediately
• 2
  Go to "Orders" and select the current order
• 3
  Tap on "Help" or "Need Help?" button
• 4
  Select the relevant issue category:

- "Food was cold/stale"

- "Items were missing"

- "Wrong items delivered"

- "Order not delivered"

- "Delivery partner issue"

• 5
  Follow the prompts to describe your issue
• 6
  Upload photos if applicable (highly recommended for proof)
• 7
  Submit the complaint

Pro Tip: Take photos of the food, packaging, and bill immediately upon delivery. This evidence is crucial for successful complaints.

Refund Request Process

For most food quality and delivery issues, Swiggy offers instant refund processing:

• 1
  Select your issue from the help menu
• 2
  The app will show refund options:

- Full refund: For complete order issues

- Partial refund: For missing items or some items affected

- Swiggy Money credit: Instant credit to your Swiggy wallet

- Original payment method: Refund to card/UPI (takes 5-7 days)

• 3
  Choose your preferred refund method
• 4
  Confirm and submit

Expected Timeline: Swiggy Money credits are instant, while bank refunds take 5-7 business days.

Chat Support

For issues requiring explanation or immediate resolution:

• 1
  Tap on "Orders" in the Swiggy app
• 2
  Select the problematic order
• 3
  Tap "Help" and then "Chat with us"
• 4
  Explain your issue to the customer support executive
• 5
  Provide order details, photos, and any relevant information
• 6
  Request specific resolution (refund, redelivery, compensation)

Chat Support Hours: 24/7 availability

Average Response Time: 2-5 minutes for initial response

Step 2: Email Complaint to Swiggy

If in-app support doesn't resolve your issue or you need a more formal complaint record, email Swiggy's customer support.

Email Address

Primary: support@swiggy.in

For serious issues: escalations@swiggy.in

How to Write an Effective Email Complaint

Subject Line Format:

"Complaint: [Issue Type] - Order #[Your Order Number] - [Your Name]"

Example: "Complaint: Non-Delivery of Order - Order #123456789 - Rajesh Kumar"

Email Template:

```

To: support@swiggy.in

Subject: Complaint: [Issue Type] - Order #[Order Number]

Dear Swiggy Customer Support,

I am writing to formally lodge a complaint regarding my recent order.

Order Details:

• •Order Number: [Your Order Number]
• •Date and Time: [DD/MM/YYYY, HH:MM AM/PM]
• •Restaurant Name: [Restaurant Name]
• •Delivery Address: [Your Address]
• •Order Amount: Rs. [Amount]

Issue Description:

[Clearly describe what went wrong. Be specific and factual.]

Previous Action Taken:

[Mention if you've already contacted in-app support and the response received]

Evidence:

[Mention attached photos/screenshots]

Resolution Requested:

[Clearly state what you want - full refund, partial refund, compensation, etc.]

I request you to look into this matter urgently and provide a resolution within 48 hours. I have been a loyal Swiggy customer and expect better service quality.

Thank you for your attention to this matter.

Sincerely,

[Your Full Name]

[Registered Mobile Number]

[Registered Email Address]

```

Important: Attach all relevant evidence - photos of food, packaging, delivery screenshots, payment confirmations, and chat transcripts.

Follow-Up Timeline

• •Wait 48-72 hours for initial response
• •If no response, send a follow-up email with the previous email chain
• •Mark the follow-up as "URGENT - SECOND REQUEST"

Step 3: Escalation to Senior Management

If email support doesn't resolve your issue satisfactorily, escalate to higher management.

Escalation Email Address

Email: escalations@swiggy.in

Also try: grievanceofficer@swiggy.in

Escalation Letter Format

```

To: escalations@swiggy.in

CC: grievanceofficer@swiggy.in

Subject: URGENT ESCALATION - Unresolved Complaint Order #[Order Number]

Dear Swiggy Management,

I am writing to escalate my unresolved complaint regarding Order #[Order Number].

Background:

[Briefly summarize the original issue]

Actions Taken:

• 1
  In-app complaint raised on [Date] - [Resolution/Response received]
• 2
  Email sent to support@swiggy.in on [Date] - [Resolution/Response received]
• 3
  Follow-up sent on [Date] - [Response status]

Current Status:

Despite multiple attempts, my issue remains unresolved. [Explain the current situation]

Impact:

[Mention how this has affected you - financial loss, health concerns, trust in service, etc.]

Resolution Demanded:

[Be very specific about what you want - exact refund amount, compensation, formal apology, etc.]

Legal Notice:

If this matter is not resolved within 7 days, I will be forced to file a consumer complaint with the National Consumer Helpline and the appropriate Consumer Forum under the Consumer Protection Act, 2019.

I trust that Swiggy values its customers and will resolve this matter promptly.

Sincerely,

[Your Full Name]

[Mobile Number]

[Email Address]

[Customer ID if available]

Previous Correspondence: [Attach or paste previous email threads]

```

Contact Information for Swiggy Corporate

Bundl Technologies Pvt. Ltd. (Swiggy)

Registered Office:

No. 55 Sy No 8 to 14,

I & J Block, 3rd Floor,

Embassy Tech Village,

Outer Ring Road, Devarabisanahalli,

Bengaluru - 560103, Karnataka

Phone: 080-68179999 (Corporate Office)

Grievance Officer Contact: Can be found in Swiggy app under "Legal" section

Step 4: Social Media Complaints

Social media pressure often yields faster results, especially for unresponsive cases.

Twitter/X Complaint

Swiggy Twitter Handle: @Swiggy_in and @SwiggyCares

How to Tweet Effectively:

```

@SwiggyCares @Swiggy_in Order #[OrderNo] issue unresolved. [Brief issue description]. Raised complaint [X] days ago, no response. Need immediate resolution. #SwiggyComplaint #CustomerService #SwiggyIndia

```

Pro Tips:

• •Keep it public (don't DM first)
• •Be polite but firm
• •Use relevant hashtags
• •Tag them in follow-up tweets every 24 hours
• •Share photos/screenshots (blur personal info)

Facebook Complaint

Swiggy Facebook Page: facebook.com/swiggy.in

Post on their page or send a detailed message through Facebook Messenger

Instagram

Handle: @swiggyindia

Story mention: Tag them in your Instagram story showing the issue

LinkedIn

Sometimes posting on LinkedIn tagging Swiggy's official page and relevant executives can get attention, especially for serious issues.

Step 5: National Consumer Helpline (NCH)

The NCH is a government initiative that mediates consumer complaints across India.

How to File NCH Complaint

Online Portal: consumerhelpline.gov.in

Toll-Free Number: 1800-11-4000 or 14404

SMS: 8130009809

Step-by-Step Process

• 1
  Visit consumerhelpline.gov.in
• 2
  Click on "Lodge Your Complaint"
• 3
  Register/Login with your mobile number
• 4
  Fill in complaint details:

- Select "E-Commerce" category

- Subcategory: "Food delivery services"

- Company name: Swiggy/Bundl Technologies Pvt. Ltd.

- Provide complete order details and issue description

• 5
  Upload all supporting documents:

- Order screenshot

- Payment proof

- Photos of issue

- Email correspondence with Swiggy

- Any other relevant evidence

• 6
  Submit complaint and note your complaint number

What Happens Next

• •NCH forwards your complaint to Swiggy
• •Swiggy is required to respond within 7-10 days
• •NCH facilitates communication between you and Swiggy
• •If unresolved, NCH can escalate to appropriate Consumer Forum

Success Rate: Approximately 60-70% of NCH complaints get resolved favorably

Step 6: Consumer Court Complaint

If all else fails and your grievance remains unresolved, filing a consumer court complaint is your legal right.

Which Consumer Court to Approach

Based on claim amount:

• •Up to Rs. 50 lakhs: District Consumer Disputes Redressal Commission
• •Rs. 50 lakhs to Rs. 2 crores: State Consumer Disputes Redressal Commission
• •Above Rs. 2 crores: National Consumer Disputes Redressal Commission

For most Swiggy complaints, District Consumer Forum is appropriate.

Documents Required

• 1
  Complaint form (available on e-Daakhil portal)
• 2
  Order confirmation and invoice
• 3
  Payment proof (transaction screenshot/bank statement)
• 4
  Evidence of issue (photos, videos)
• 5
  Communication records (emails, chat transcripts, complaint numbers)
• 6
  Proof of attempts to resolve (NCH complaint, social media posts)
• 7
  Identity proof (Aadhar/PAN card)
• 8
  Address proof

Filing Process

Online Filing (Recommended):

• 1
  Visit edaakhil.nic.in (National Consumer Helpline e-filing portal)
• 2
  Register as a new user
• 3
  Login and select "File a New Complaint"
• 4
  Choose the appropriate Consumer Forum based on your location
• 5
  Fill in all details:

- Complainant details (your information)

- Opposite party details (Swiggy's registered address and contact)

- Nature of complaint

- Facts of the case (chronological description)

- Relief sought (refund + compensation + costs)

• 6
  Upload all documents (PDF format, max 2MB each)
• 7
  Pay court fee online (usually Rs. 100-500 depending on claim)
• 8
  Submit complaint and save acknowledgment

Offline Filing:

• 1
  Download complaint form from Consumer Forum website
• 2
  Fill it manually with all details
• 3
  Attach copies of all documents
• 4
  Submit at your local District Consumer Forum office
• 5
  Pay court fee by demand draft
• 6
  Collect acknowledgment receipt

Claim Calculation

You can claim:

• •Original order amount (refund)
• •Mental agony compensation (Rs. 5,000 - 50,000)
• •Physical hardship/loss
• •Litigation costs
• •Interest on refund amount

Example Claim:

```

Order Amount: Rs. 800

Mental Agony: Rs. 10,000

Litigation Costs: Rs. 5,000

Total Claim: Rs. 15,800 + interest @ 9% p.a.

```

Timeline and Expectations

• •First hearing: Usually within 21-60 days of filing
• •Resolution time: 3-12 months depending on case complexity
• •Swiggy's response: They typically settle before hearing to avoid legal costs
• •Success rate: High for genuine complaints with proper evidence

Step 7: Legal Notice (Optional but Effective)

Before going to Consumer Court, sending a legal notice often prompts quick resolution.

When to Send Legal Notice

• •After exhausting all other options
• •For serious issues involving significant amounts
• •When Swiggy is completely unresponsive
• •As a final warning before Consumer Court

How to Send Legal Notice

Option 1: Hire a Lawyer

• •Cost: Rs. 2,000 - 10,000 depending on complexity and location
• •More formal and carries weight

Option 2: Self-Drafted Notice (for smaller claims)

Legal Notice Template:

```

LEGAL NOTICE

To,

The Manager/Grievance Officer

Bundl Technologies Pvt. Ltd. (Swiggy)

No. 55 Sy No 8 to 14, I & J Block, 3rd Floor,

Embassy Tech Village, Outer Ring Road,

Devarabisanahalli, Bengaluru - 560103

Subject: Legal Notice for Deficiency in Service - Order #[Order Number]

Dear Sir/Madam,

Under instructions from and on behalf of my client, Mr./Ms. [Your Name], residing at [Your Address], I hereby serve you with this Legal Notice under Section 35 of the Advocate's Act, 1961, for the following reasons:

• 1
  FACTS OF THE CASE:

[Chronologically describe the entire incident - date of order, issue faced, attempts to resolve, responses received, current status]

• 2
  DEFICIENCY IN SERVICE:

Your company has failed to provide the service promised and has shown complete negligence in addressing my client's genuine complaint. This constitutes deficiency in service under Section 2(11) of the Consumer Protection Act, 2019.

• 3
  LOSSES SUFFERED:

My client has suffered the following losses:

• •Financial loss: Rs. [Amount]
• •Mental agony and harassment
• •Time and effort in pursuing complaint
• •Loss of trust in your service

• 4
  DEMAND:

My client demands the following within 15 days from receipt of this notice:

a) Full refund of Rs. [Amount] for order #[Order Number]

b) Compensation of Rs. [Amount] for mental agony and harassment

c) Written apology for deficiency in service

d) Assurance of no such incident in future

• 5
  CONSEQUENCES OF NON-COMPLIANCE:

If you fail to comply with the above demands within 15 days, my client will be constrained to:

a) File a consumer complaint before the appropriate Consumer Forum

b) Claim additional compensation for litigation costs

c) Report the matter to relevant regulatory authorities

d) Share the experience publicly affecting your brand reputation

This notice is without prejudice to my client's rights, remedies, and contentions, all of which are expressly reserved.

Kindly treat this as urgent and respond within the stipulated time.

Issued on: [Date]

Yours faithfully,

[Your Name]

[Your Address]

[Your Contact Number]

[Your Email]

Enclosures: [List all attached documents]

```

How to Send:

• 1
  Send via Registered Post with Acknowledgment Due (RPAD)
• 2
  Also send via email to escalations@swiggy.in and grievanceofficer@swiggy.in
• 3
  Keep copies of everything for Consumer Court submission
• 4
  Track the RPAD to confirm delivery

Expected Response: 7-15 days

Special Situations and How to Handle Them

Situation 1: Health Issues from Food

If you've fallen sick from Swiggy food:

• 1
  Immediate action:

- Seek medical attention and keep all bills

- Preserve food sample if possible

- Take photos/videos immediately

- Report to local health department

• 2
  Document everything:

- Medical reports and prescriptions

- Hospital bills

- Lab test reports if any

- Doctor's certificate linking illness to food

• 3
  File complaint immediately:

- With Swiggy (in-app + email)

- With local FSSAI (Food Safety) office

- National Consumer Helpline

- Police complaint for serious cases (food poisoning)

• 4
  Claim includes:

- Medical expenses

- Order refund

- Compensation for suffering (can be substantial)

- Loss of wages if unable to work

Situation 2: Delivery Partner Misconduct

For rude behavior, harassment, or safety concerns:

• 1
  Immediate safety: If you feel threatened, call local police
• 2
  Report in-app: Select "Delivery partner behavior" in Help section
• 3
  Email with details: Include time, location, description of incident
• 4
  File police complaint: For serious misconduct (harassment, threat, theft)
• 5
  Request action: Demand Swiggy to take action against the delivery partner
• 6
  Follow up: Ensure Swiggy confirms action taken

Situation 3: Swiggy One/Super Membership Issues

For subscription-related problems:

• 1
  Check membership status: Settings > Swiggy One/Super
• 2
  Common issues:

- Charged but benefits not activated

- Auto-renewal despite cancellation

- Benefits not applying to orders

• 3
  Resolution steps:

- In-app help for membership section

- Email support@swiggy.in with subscription details

- Demand refund if services not provided

- Cancel auto-renewal if unwanted charges

• 4
  For persistent issues: File chargeback with bank/credit card company

Situation 4: Account Suspension/Block

If your Swiggy account is suddenly blocked:

• 1
  Check email/SMS: Swiggy usually sends reason
• 2
  Contact support immediately:

- In-app chat (if accessible)

- Email support@swiggy.in

- Call customer care

• 3
  Common reasons:

- Suspicious activity

- Excessive refund requests (abuse flagging)

- Payment issues

- Terms of service violation

• 4
  Resolution:

- Request specific reason for suspension

- Provide explanation/clarification

- Submit any required verification documents

- Escalate to grievanceofficer@swiggy.in if support unhelpful

• 5
  If unjustified:

- File NCH complaint for arbitrary suspension

- Legal notice for service denial

- Consumer Court for unfair trade practice

Tips for Successful Complaint Resolution

1. Act Quickly

• •File complaints immediately when issues occur
• •Evidence degrades over time (cold food warms up, etc.)
• •Time-stamped photos are crucial

2. Document Everything

• •Screenshots of orders, chats, emails
• •Photos of food and packaging
• •Payment confirmations
• •All communication with Swiggy
• •Dates and times of all interactions

3. Be Clear and Specific

• •State exactly what went wrong
• •Mention specific items, amounts, dates
• •Avoid emotional language in formal complaints
• •Focus on facts and evidence

4. Know What You Want

• •Full refund vs. partial refund
• •Compensation amount
• •Specific actions (apology, policy change, etc.)
• •Be reasonable but firm

5. Follow the Escalation Hierarchy

• •Start with in-app support (quickest for simple issues)
• •Move to email for documentation
• •Escalate to management if unresolved
• •Use NCH/Consumer Court as last resort

6. Use Multiple Channels

• •Don't rely on just one method
• •Combine in-app + email + social media
• •Create public pressure while maintaining formal complaint

7. Be Persistent

• •Follow up regularly (every 48-72 hours)
• •Don't let complaints languish
• •Keep escalating until resolved

8. Remain Professional

• •Polite but firm language
• •No abusive or threatening messages
• •Professional tone increases credibility
• •Document all your professional attempts

Understanding Your Consumer Rights

Under the Consumer Protection Act, 2019, you have the right to:

• 1
  Right to Information: Clear information about food quality, ingredients, delivery time
• 2
  Right to Choose: Select from available restaurants and menu options
• 3
  Right to Be Heard: Your complaints must be heard and addressed
• 4
  Right to Seek Redressal: Get compensation for deficiency in service
• 5
  Right to Consumer Education: Understand your rights and how to exercise them
• 6
  Right to Safety: Food should be safe and hygienic

Swiggy's obligations:

• •Deliver food as ordered and described
• •Maintain food quality and hygiene standards
• •Provide timely delivery
• •Handle complaints fairly and promptly
• •Process legitimate refunds without unnecessary delay
• •Protect customer data and privacy

Alternative Dispute Resolution

Negotiation

• •Direct discussion with Swiggy support
• •Usually successful for straightforward issues
• •Request callback from senior support if needed

Mediation

• •Through NCH or Consumer Forum
• •Third party facilitates settlement
• •Faster than full court hearing
• •Maintains business relationship

Arbitration

• •Check Swiggy's Terms of Service for arbitration clause
• •Formal but quicker than court
• •Binding decision by arbitrator
• •Usually for high-value disputes

Preventing Future Issues

Smart Ordering Practices

• 1
  Check restaurant ratings and reviews
• 2
  Order during non-peak hours when possible
• 3
  Track your order in real-time
• 4
  Inspect order before delivery partner leaves
• 5
  Take photos immediately if issue suspected
• 6
  Use Swiggy Money for faster refunds
• 7
  Keep app updated for latest features and support options

Account Management

• 1
  Update delivery instructions clearly
• 2
  Verify address before ordering
• 3
  Keep payment methods updated
• 4
  Review orders before confirming
• 5
  Check for offers/coupons before payment
• 6
  Enable notifications for order updates

When to Escalate Immediately

Skip lower steps and escalate directly for:

• •Food safety/health issues
• •Delivery partner misconduct/harassment
• •Unauthorized charges of substantial amount
• •Account hacking/security breaches
• •Discrimination or unfair treatment

Conclusion

While Swiggy generally handles complaints well, knowing the complete escalation process empowers you as a consumer. Most issues get resolved at the in-app support level, but for persistent problems, don't hesitate to escalate through email, NCH, and Consumer Court.

Quick Summary of Steps:

• 1
  In-app complaint (0-24 hours)
• 2
  Email support (24-72 hours)
• 3
  Escalation email (3-7 days)
• 4
  Social media (parallel to other steps)
• 5
  National Consumer Helpline (7-15 days)
• 6
  Legal notice (optional, 15 days notice period)
• 7
  Consumer Court (final resort)

Remember, as a consumer, you have powerful rights under Indian law. Exercise them responsibly but firmly. Most companies, including Swiggy, prefer settling complaints amicably rather than facing legal proceedings.

Keep your expectations realistic: For small issues (Rs. 100-500), in-app resolution is sufficient. For larger amounts or repeated problems, formal complaints and Consumer Court are justified.

Your voice matters. Every complaint you file helps improve service quality not just for you, but for millions of other consumers.

---

Frequently Asked Questions

Q: How long does Swiggy take to process refunds?

A: Swiggy Money credits are instant. Bank refunds take 5-7 business days. If delayed beyond 10 days, follow up immediately.

Q: Can I get compensation beyond the order value?

A: Yes, through Consumer Court you can claim compensation for mental agony, physical hardship, and litigation costs. Typically Rs. 5,000-50,000 depending on severity.

Q: Will complaining frequently get my account blocked?

A: Genuine complaints won't cause issues. However, abuse of refund system (filing false complaints) can lead to account suspension. Always file legitimate complaints only.

Q: Should I accept partial refund or hold out for full refund?

A: If the issue affected only part of your order, partial refund is fair. For complete order problems, insist on full refund. You can always escalate if unsatisfied.

Q: Can I claim for food delivery delays?

A: Minor delays (5-15 minutes) are usually not compensable. Excessive delays (30+ minutes) causing food to go cold or spoil are valid complaints. Document the estimated vs. actual delivery time.

Q: What if I've thrown away the food before taking photos?

A: This weakens your case significantly. Always photograph issues before disposal. Without evidence, you'll have to rely on Swiggy's internal order tracking and history, which may not support your claim.

Q: Does tweeting really help?

A: Yes, social media complaints often get faster attention. However, combine it with formal email complaints for proper documentation and escalation.

Q: How much does Consumer Court cost?

A: Court fees are minimal (Rs. 100-500 for most claims). If you file yourself, there are no lawyer charges. For complex cases, lawyer fees range from Rs. 5,000-25,000.

Q: Can I file a complaint for old orders?

A: Consumer Court complaints must be filed within 2 years of the incident. However, for Swiggy support, try to file within 24-48 hours of the issue for best results.

Q: What if Swiggy doesn't respond to Consumer Court notice?

A: The court will proceed ex-parte (in your favor) if Swiggy doesn't respond. However, major companies like Swiggy typically do respond and often settle before hearing.

---

Disclaimer: This guide is for informational purposes only and does not constitute legal advice. Laws and company policies may change. For specific legal situations, consult a qualified consumer rights lawyer.

Have you successfully resolved a Swiggy complaint? Share your experience with others to help the consumer community. Your story could help someone else get justice.

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