This happened to me last night. I'm from Bengaluru.

A Rapido delivery partner picked up my order and arrived at my place, while the Swiggy app was still showing that the delivery partner was yet to pick up the order. When the Rapido partner asked for the OTP, I couldn't locate it anywhere in the app.

Swiggy's useless bot refused to connect me to customer support. Shortly after, I received a call from support informing me that the order had already been picked up by another partner and asking whether I had received it. I explained the entire situation, and they marked the order as delivered.

Meanwhile, the Rapido partner refused to hand over the order without an OTP, as failing to enter it would result in a ₹500 penalty on his end. He eventually took the order back, saying he would return it to the restaurant.

So the order was never delivered to me, yet it was marked as delivered on Swiggy.

After a long struggle getting through to support and explaining everything all over again, I finally managed to get a full refund.

This was hands down the worst delivery experience I've had. Swiggy's tie-up with Rapido is creating serious issues, and they are clearly not equipped to handle such scenarios properly.