New Delhi, Nov 17 (NationPress) Swiggy is facing backlash after a customer who ordered vegetarian food received a non-vegetarian dish instead.

The situation came to light when a user identified as 'Mumbai Rains' posted images on the social media platform X, revealing that a pack of crispy chicken was delivered, despite the bill clearly indicating all items were vegetarian.

The user also shared a screenshot of their conversation with Swiggy's customer support.

In the chat, the customer promptly reported the error to Swiggy. However, the response indicated that the issue required further investigation, and the inquiry was escalated to a specialized team.

Swiggy stated, "Due to the need for a detailed investigation, your query has been directed to a specialist queue."

The platform assured the customer that an expert would reply via email within 6 to 8 working hours.

The customer expressed frustration that despite receiving the incorrect items, Swiggy did not provide a refund or a replacement. The user characterized this incident as more than just a mistake but a failure in customer service.

They remarked, "Receiving a non-veg meal as a vegetarian is not a trivial matter; it reflects a serious lapse in customer support."

Additionally, the user noted, "If Swiggy charges for their service, they must uphold their responsibilities. There’s a significant gap in accountability here."

The post resonated with many, as several individuals shared similar grievances. One user claimed that Swiggy often issues only partial refunds, and the quality of service has been deteriorating.

Another person highlighted that customer care representatives occasionally promise refunds but fail to process them, compelling customers to escalate their complaints.

Many users also voiced concerns about the difficulty in reaching support agents, noting that even once connected, solutions typically extend only to order cancellations.