I’ve rarely cancelled an order. Today I ordered something for my mum which was supposed to be “Vrat friendly” except the app didn’t mention what type of salt they use, or if they use any at all. When I let my mother know what I’d ordered she told me it’s savoury and she can’t have it because she doesn’t eat any type of salt whatsoever. Fair.
I rushed to Swiggy to try to cancel the order and it was still under preparation. The App made sure I couldn’t find a way to cancel it for like 10 minutes of trying to figure it out. I would click on my order and nothing would open. I had to resort to the ‘help’ feature and it was the most infuriating experience I’ve had all week. It was PURE AI, and AI does not understand the host of solutions that could be offered in a situation involving fast-friendly foods. It told me the food is now on its way and I can cancel the order but I will not be eligible for any refund.
The part that sent me into a murderous rage was that I received a notification 20 minutes after these texts saying my order is about to get picked up. HAD I KNOWN IT WAS YET TO BE PICKED UP I COULD HAVE DOME SOMETHING ABOUT IT. I WOULD HAVE SPOKEN TO THE RESTAURANT. ANYTHING.
I’m upset because I’m a mindful user of these apps. I’ve never been rude to customer service, delivery partners or restaurants. I’ve never tried to get refunds when they are not necessary. And all you get in return is a corporate hellscape.