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Summary: Improving post-delivery issue resolution and ETA transparency to reduce customer dissatisfaction and support escalations.
Product: Toing food delivery app (Play Store replies are posted under the Swiggy account)
Author: Nidhi Singh
Type: Portfolio case study (independent, not affiliated with the company)
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Problem 1: No real resolution path for order issues. When something goes wrong with an order (wrong item, missing item, spoiled food, or an order that is cancelled or never delivered), the app gives users no direct way to resolve it. Support is limited to chat and email with no option to call, refunds are slow or missing, and compensation is a replacement or a coupon that may not arrive, regardless of the severity or type of issue. Users feel unheard and under-compensated.
Problem 2: ETA inaccuracy erodes trust. The delivery time shown at order placement is consistently shorter than the actual delivery time. Users plan around the ETA and are let down, with no explanation and no live corrected estimate.
Source: Google Play Store, 1-star reviews of the app, captured Aug 2026 (screenshots in the attached PDF, Toing_Reviews.pdf). Note: reviewers refer to the app as Toing, and the replies are posted under the Swiggy account.
| Reviewer | Date | What happened | Gap it shows |
|---|---|---|---|
| Suranjan Mandal | 8/5/26 | Support gives no real solution and only asks customers to send emails instead of helping directly | No direct support channel |
| Omkar Konduskar | 8/1/26 | Waited 1+ hour on a 30-min Lightning Delivery, then got a call about cancellation for a "technical issue". Offered a 30+ min replacement instead of an immediate refund | Resolution not matched to severity |
| Rajat Singh | 8/8/26 | Paid online, order marked "unable to receive", money still not refunded | Slow or missing refund |
| Saurav Patil | 8/11/26 | Promised a coupon for bad food quality, but nothing arrived even after 12 hours | Promised compensation not delivered |
Pattern in company replies: the visible parts of the replies in the screenshots (to Suranjan, Omkar, dipak patil, raju patil and others) all redirect the user to write to a support email, and some ask for the order ID. The replies are cut off in the screenshots, so this shows where users are sent, not everything the company offers.
Gap in the sample: none of these reviews is about a wrong item. They show a broader resolution and refund problem. Wrong-item cases rest on the original problem statement and still need their own evidence.
| Reviewer | Date | What happened | Gap it shows |
|---|---|---|---|
| Suranjan Mandal | 8/5/26 | Orders often arrive much later than promised | Actual time exceeds shown ETA |
| Alekh Jain | 7/20/26 | App shows 30 minutes, user waits over an hour, then the order is cancelled with no explanation | No live correction, no reason given |
| Omkar Konduskar | 8/1/26 | Chose 30-min delivery, waited over an hour before learning of the cancellation | No proactive delay alert |
| Saurav Patil | 8/11/26 | Delivery timing is inappropriate, restaurant confirmation takes a long time | Prep delay not reflected in ETA |
| Aditya Kumar | 8/2/26 | Estimated delivery time is around 1 hour, which is too long | Long baseline ETA |
| Reviewer (name cut off) | 8/8/26 | Delivery takes a very long time, and the delivery partner gives a missed call instead of calling | Long delivery and poor rider communication |
Repeated reviews: Mansi (7/26/26) and dipak patil (8/5/26) posted text identical to Alekh Jain's review. Treat these as possibly copy-pasted when counting evidence, and cite Alekh's as the original.
Out of scope but noted: raju patil (8/4/26) reports delivery partners asking for extra tips, and Aditya Kumar reports fees making the final price almost double. These are pricing and rider-conduct issues, not part of this PRD.