Very disappointing with Swiggy customer support. Review on Swiggy

I had a frustrating experience with swiggy recently. I ordered from a restaurant, and after waiting, I got a call from restaurant saying the item I ordered was not availaible. Naturally, I expected a refund or at least some solutions from the swiggy.

I reached out to their support team via chat, and initially, the response were generic or automated. it took a while for a real person to join the chat. even then, despite clearly explaining that the restaurant didn't have the item, I charge a full cancellation fees. I kept asking why I was being charged for something that wasn't my fault, but the issue wasn't resolve properly.

Honestly this kind of customer service is not acceptable. if an item isn't availaible, the user shouldn't be penalized. I used to trust swiggy, but after this, i'm seriously reconsidering their service again. I also join chat with swiggy.