Zomato — appalling service

Address:

Flat No 201 A Wing, Shree Ganesh Residency, S.No 286, Lane 14D, Nimbalkar Nagar, Lohegaon, Pune, 411047

I am writing this email to bring to your attention the appalling customer service i have received. If you are not aware, your chat lines are in severe lack of customer service. All they do is provide information which is already available, barely willing to help, and when you ask more question they just give the final verbatim and disconnect the chat.

I am shocked to know how apathetic you guys are to your customers concern who brings you revenue. I feel like banging my head against the wall talking to your customer support agents. I ordered my food an hour ago and the status showed that the valet is reaching the restaurant. The status remained the same for good 30 mins. When i contacted the i was told that the valet be delivering food shortly, he is delayed because of traffic. Traffic at 1:30 am?? I dont think so! Then he tried contacting the valet and the call was unanswered. He could not contact the valet and did not have any confirmation if i will get my food or not, and yet he advised to wait 15 mins for my food. When i asked further question he disconnected the chat.

Then the second agent got connected. I demanded to speak to the manager and he ignored my response. He stated and assured me that my food will be with me within 15 mins (It has been more than an hour). Before i could respond he disconnected the chat as well.

Then the third agent said that the valet is about to reach the restaurant and will be delivering my food shortly. I asked for the manager again and my request was ignored. Again, he repeated the same story "valet not reachable, allow 15 mins, etc", by that time i was sure that y food is not going to arrive, and so did the agent i think because he offered me to reject the order so i should get refund.

I know i had no choice i asked him to refund me but still wished to speak to a manager. By this time, i must have requested for a manager for about 8-1 times and i was denied everytime. I am your customer and it is my right to speak to a higher authority if my query is not resolved. This agent took ages to respond to my queries, and i had been chatting with human form bots for about an hour just to get a satisfactory resolution and to speak to a manager. I wanted a manager to know how inefficient their system and their employees are. But guess what? This chat disconnected my chat as well!!

So you can imagine what i have been through. I want action taken against all of these guys and i want an email with the details. I also want to be compensated for all the trouble that you have given me. I wont settle until i get a resolution to this and the agents are reprimanded. I know my rights and i know channels to escalate. Zomato as it is in very trouble grounds, i dont think you want to make it worse.