What was meant to be a routine Swiggy order on Friday turned into a horrifying experience for a resident in Noida after she discovered a cockroach in her meal ordered from Biryani By Kilo. The incident was shared on social media.
What really happened?
The incident came to light on social media platform X, where the user revealed that the biryanis had been ordered from the popular outlet, Biryani By Kilo.
Tagging both the platform and the restaurant, the user wrote along with a photo of the contaminated meal, “@Swiggy @biryanibykilo This is sick and disgusting! Serving cockroaches in biryani? When did this become the new norm? Such low quality food, and for such high payment this is what one gets! Who will be answerable for this sick thing? Can’t think of ordering from Swiggy!!!”
Swiggy takes note of incident
The online food delivery platform immediately took note of the incident, apologising over the inconvenience caused to the consumer.
In a detailed response shared on the consumer’s e-mail later, the platform's escalations department wrote, “We would like to offer our deepest apologies for the trouble you had to experience with us regarding your order.”
The platform clarified, “Swiggy acts as an intermediary platform that facilitates orders and deliveries but does not have direct control over how the food is prepared, its ingredients, or its quality standards. Each restaurant follows its own set of preparation methods, hygiene standards, and quality control measures.”
Emphasising its commitment to customer feedback, Swiggy stated that the complaint has been escalated to the restaurant and a refund has been provided to the customer as an apology.
“We would like to clarify that the preparation and quality of food are solely at the discretion of the restaurant,” it said.
Biryani By Kilo has, as of now, not addressed the issue or provided any response regarding the complaint.
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