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Delhi chef praised for personally addressing a customer’s complaint about oily chicken curry ordered via Swiggy, showcasing the value of human interaction over automation.
The customer appreciated the response. (representative image)
Food delivery has become a staple of modern life, but what truly sets a service apart is how it handles customer complaints. A recent incident involving a Delhi restaurant chef is earning praise online for exactly that reason.
After a customer ordered chicken curry via Swiggy, they were disappointed to find the container half-filled with oil. When the customer reached out to Swiggy’s support, they were simply told to send an email for compensation. Unsatisfied, the customer decided to call the restaurant directly. What happened next surprised many: the chef personally answered the call, sincerely apologised, took full responsibility for the poor experience, and promised to send a fresh, properly prepared dish the very next day.
Taking to Reddit, the individual explained, “So, I ordered chicken curry from a new outlet in Vasant Kunj via Swiggy. I was really hungry and excited, but the box came half-filled with oil. Looked super unhealthy. I spoke to Swiggy, sent relevant photos and they refused to help, citing that I would have to write an email to them. How is this so common now? Why is the help section called help section, then if they can’t offer help. I thought, let’s just leave it and not order from here again. But then, somehow, I thought, let me call the restaurant directly.”
“I spoke to the manager, explained what I felt. He listened and said he’d talk to the chef. Five minutes later, I got a call from the chef himself. He genuinely apologised and admitted that something may have gone wrong. I told him I’d already eaten it, after removing as much oil as I could, because I had no choice. He understood and promised to send me a fresh dish tomorrow, on the house and assured it would be up to the mark,” the user added.
The user concluded the post, sharing that even though we now use a lot of technology and AI handles many customer service roles, the lessons taught by our elders still matter the most. Being honest, polite and having a real conversation can solve problems better than any machine.
Reacting to the post, a user wrote, “I’ve once filed a case against Swiggy, got my refund back, plus they paid for the fees of all the documentation and the lawyer.”
Another explained, “Yeh platforms food delivering platforms hai. They cannot guarantee you ki you will. Love the food you are eating. Preparation, masalas, portions depend on the restaurant; these platforms can’t govern an already settled restaurant to cook according to them. Glad that the restaurant tried their best, that you ordered from them again.”
“I ordered chaat from Swiggy (Haldirams) but was delivered momos instead. This was about 1 year ago. Complained to their chat, and sent pics of the invoice & dish, but they asked me to “email” their escalation team. So, I sent an email, but, surprise, their email support said they couldn’t do anything. I haven’t used Swiggy since that day. They’re not getting even 1 paisa of my hard-earned money,” a comment read.
One more added, “Sometimes all you need is an understanding person. I contacted customer care for support, but it was automated, I didn’t even feel like explaining my problem, I left using that brand silently. Because as we are humans, I value human interaction. I want to hear a human voice when I contact, which makes us feel like someone is trying to understand, what’s the problem? No automation is trying to use its logic. I don’t use any online platform which provides automated customer support. I just stop using them.”
While the Reddit user got no help from Swiggy customer care, another individual from Hyderabad received massive compensation from the platform. According to the Times of India, Emmadi Suresh Babu, a Swiggy One member, filed a complaint against the company for wrongly charging a delivery fee. As a member, he was supposed to get free delivery, but he was still charged Rs 103. He noticed that the actual distance to the restaurant was 9.7 km, but Swiggy showed 14 km and charged him more for delivery.
The consumer court looked into the case and asked Swiggy to return the Rs 103 to Babu, alongside Rs 5000 for the trouble and stress. The company was also ordered to cover his legal costs by paying another Rs 5000 and give Rs 25,000 to the Consumer Welfare Fund in the Ranga Reddy District Commission.
A team of writers at News18.com bring you stories on what’s creating the buzz on the Internet while exploring science, cricket, tech, gender, Bollywood, and culture.
A team of writers at News18.com bring you stories on what’s creating the buzz on the Internet while exploring science, cricket, tech, gender, Bollywood, and culture.
- Location :
Delhi, India, India
- First Published:
