Customer accuses Swiggy Instamart of underweight delivery ‘scam’, check company's response

A customer has accused Swiggy Instamart of a ‘scam’ for delivering underweight vegetables. The incident came to light when the customer weighed the vegetables using a scale and shared his experience on Reddit.

The image shared by the user on Reddit shows that the cauliflower he received from Swiggy Instamart weighed 145 grams only, while the vegetable weight on the app is listed as between 400-600 grams. Upon checking the weight of other vegetables, the customer found that most vegetables he ordered were underweight.

“One of the veggies (cauliflower) made me check all the other ones for their weight Most of the vegetables were underweight,” the customer wrote in the Reddit post.

When the customer raised the issue with the customer support of Swiggy, he did not receive a satisfactory response as the Swiggy Instamart representatives offered him a partial refund.

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“Swiggy support was shameless including their escalation team as they were not ready to replace the items and were trying to play smart with words for a partial refund (sic.),” he added.

“Finally reported the issue to govt's Ingram consumer helpline and also mailed my bank to reverse credit the amount,” he said.

'Not some innocent mistake'

The Reddit post got several comments, with some sharing similar experiences and the rest expressing concern about the online grocery store. 

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“I have a digital scale. Got underweight products,” a user said, sharing their experience with Swiggy Instamart. “Same story gave me a 50% refund and I agreed. Then I realised, what about the others who don't have a scale? How widespread this practice is?”

“Think about how many orders they deliver every single day and how often they underweight stuff compared to what’s printed on the stickers. It’s not some innocent mistake; it’s a system,” a user commented on the post.

Another agreed, “This should be a direct consumer court case, they should be fined and you can follow the case with cheating.”

Swiggy's response to the incident

In response to the incident, Swiggy has issued a statement: “At Swiggy Instamart, merchants undergo a thorough vetting process before they are onboarded, which includes verifying certifications such as FSSAI. Once onboarded, they are mandated to ensure that all supplies are subjected to rigorous quality checks and any shipment that doesn’t meet the criteria is completely rejected.”

“This particular instance is an anomaly by the merchant, and we are investigating how it happened. We take customer feedback seriously, and the issue has been resolved with the customer. Customer trust is our top priority, and we remain fully committed to upholding the highest standards of transparency to ensure such instances do not occur,” said a Swiggy Instamart spokesperson.

(With inputs from agencies)