Swiggy Instamart Fraudulent Invoicing Destroys Product Warranty Claims
I want to share an experience with Swiggy Instamart that exposes how their broken inventory management and negligent customer service can completely strip you of your legal consumer rights.
- The Purchase & The Invoicing Fraud
I ordered a pair of wired earphones on Swiggy Instamart (Order ID: 249487325992354).
Product Delivered: boAt BassHeads 90C Type-C (a real product).
Product on Swiggy’s Tax Invoice: "boAt BassHeads 90C Pro" (a completely fictional product that does not exist in boAt's entire catalog).
- The Direct Impact: 1-Year Warranty Destroyed
Recently, the earphones suffered a hardware malfunction. Because boAt provides a standard 1-year manufacturer warranty, I raised a claim on boAt’s official warranty portal and uploaded my Swiggy tax invoice.
boAt rejected the claim outright. Their reason?
"Invoice model name does not match the product serial/catalog. There is no product called 'BassHeads 90C Pro'."
Because of Swiggy’s fabricated product name on a legal tax invoice, my legitimate 1-year warranty is completely dead.
- The Customer Support Circus
I contacted Swiggy support expecting a simple clerical correction (either amend the tax invoice or issue a refund since the invoice is legally void). What followed was pure corporate gaslighting:
The 24-Hour Return Shield: Support first tried dismissing it as an "out of return window" request, ignoring that this is an active 1-year manufacturer warranty issue caused by their fraudulent billing.
Support Stonewalling: Frontline chat agents repeatedly stated they are "unable to proceed further" and flatly refused to transfer the chat to a supervisor or provide an internal ticket ID.
The "Intermediary" Excuse: Swiggy’s email team sent a templated reply claiming Swiggy is just a platform connecting buyers and sellers and has no liability for product quality—completely evading that the issue is the fictitious GST invoice generated directly by their system.
Shocking Incompetence (Comprehension Failure): When I escalated the wrong SKU issue again, their support replied:
"We sincerely apologize, but there is no option to change the name on the invoice. The invoice was generated using the Swiggy account holder's name."
They didn't even bother to read the complaint. I never asked to change my personal name; I asked to correct the product model name.
The Endless Loop: In chat, agents claim "the team is already working on it," but when pressed for a ticket number or timeline, they immediately deflect: "please reply to the same email trail." Meanwhile, the email team has already sent a formal deadlock letter closing the complaint with ₹0 resolution.
- Legal Violations & Next Steps
Under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020:
Printing a false product SKU on an official GST invoice and denying third-party warranty coverage constitutes an Unfair Trade Practice (Section 2(47)).
Refusing to correct an established clerical blunder or provide a refund is an actionable Deficiency in Service (Section 2(11)).
I have already re-escalated this with the National Consumer Helpline (NCH Docket: 10321373). If Swiggy’s nodal desk continues to evade, I am taking this directly to the District Consumer Disputes Redressal Commission via e-Daakhil to claim a full refund, ₹5,000 in damages for mental harassment, and legal costs.
Key Takeaway for Everyone Here
Always cross-check the exact product title on your quick-commerce invoices against the manufacturer’s official catalog the moment you order electronics or appliances. Platforms like Swiggy Instamart often invent or mislabel SKUs internally, and when the hardware fails 6 months later, you will be left stranded with zero warranty.
Has anyone dealt with this kind of invoice mismatch on Swiggy or Blinkit before? Did NCH work, or did you have to file on e-Daakhil?