Zomato Complaints & Reviews

I placed an order with Hotel Saravana Bhavan via Zomato app for food worth Rs 719.99 Order Id [protected] placed on 9th June.

The order was accepted by the restaurant and 15 mins later, the zomato delivery person called me and told me the items cannot be prepared by the restaurant as it was after 4pm and asked me to cancel the order.

I cancelled the order via the support feature in the app to get a refund.
The request has since then been rejected by zomato customer service thrice. I have attached the emails with them for your reference. They dont understand the situation and keep emailing me about their cancellation policy.

I need the 719 rupees I paid for the food that was not prepared by the restaurant and not delivered to me.

Order number - [protected]
I raise concern about I found hair on the biriyani box. And I attached picture with it. But the helpline agent talk with me very rudely and dont giveme refund for my issue.. They say I am lied to him.. Please check my issue and give me my money back. I attached the biriyani picture with this email. Is paid via phone pe. They told me about refund only for one item. But my two item is goy damaged. So why this type of behavior we customer is tolerating? They say this type of case I handle whole day. The type of manners customer service employees do with customers

Zomato has been indifferent lately with their customer services for the late night orders.

I have had 5 bad orders in a row. Most of them are orders placed late night. So for this particular order number [protected], i had ordered from Healthie via zomato, the rice was uncooked. The zomato chat support gave me a number that was unavailable. And when i was able to reach them later in the day, i was informed by the restaurant manager Stanley that i call Zomato and do a con-call and he will process the refund.

When i called Shivam, the customer service executive, he was not able to reach the number for the restaurant and later started accusing me saying that 5 bad orders in a row is not possible in a city like Mumbai. I told him I had sent proofs/pictures to the chat support for the faulty orders and all the orders had discrepancies. He accused me of tampering with the food and insisted that all the faulty orders were made-up. I tried to tell him that I had no reason to do such things and I genuinely had got faulty orders. In frustration i thanked him and hung up. The customer service agent, instead of providing a liable solution, blocked me from the app instead. Shivam was the name of the agent. If you guys can get hold of the recorded conversation, it would be great. Enough proof of how ungrateful and ruthless this man was.

Requesting you to take necessary action against this agent in particular. And also unblock my Zomato account so that I can avail my refund for the bad order.

Meet Shah
meet.[protected]@gmail.com

I have made an oder on zomato at 4.30 pm, now it is 6pm. They have yet not assigned a valet, I have contacted the resturant and they have already prepared my oder and are waiting for the rider. I am messaging zomato customer support but for the past 30 mins they are not replying. I have attached the screenshots. It's a prepaid order, the food is cold now, no time is given, no option to cancel. Why do they promise a service, cut the money and not provide my order. If I ask for a refund they don't give my money back, zomato credit, from which I order then same problem happens.

Hello I am located in pune and i ordered milk belgium chochlate waffle from Best Belgian Waffle, Erandwane, Pune. I called the place and they mentioned that order is ready but zomato delivery guy didnt turned up to take the delivery. I dont know what to do. And I already paid for the same .Please help.
My order id is : [protected]
Paid using Paytm
June 18, 2019 at 04.44pm
contact no : [protected]

I have ordered an item using the Code CRICKET from Greenlight Biryani house, Sambalpur, Odisha. I didn't got the delivery but recieved the message - Food has been delivered. i called the valet and restaurant, asked for support support. I got the delivery but my prediction option was gone. I asked further help from customer chat support. They told me to mail to [protected]@zomato.com. I did so and no mail has been reverted to me till now.its already been 2 hours and match prediction is going to be closed in 3 hours. I want predict which is my Right as per Zomato code.Why I have to run so much and waste my time and energy for Zomato's mistake. I want solution not sorry. Highly disappointed. I tried to call few toll free number but that was not working. I collected the Sambalpur Zomato manager contact number from a restaurant but it was again not available. Consumer complaint was last option. Since I was suffering, I decided to stand up.Response time is very slow and inefficient.

Order number - [protected]

Thank and regards,

Subham Kumar Padhee

I ordered my food from wich craft at 11 30 . It’s 1:34 my food has not yet come .
First wen I ordered for half an hour no zomato valet was given . After complaining plone person was alloted . It’s more than an hour now that my food has not come . It’s for a patient who is not well . I want the benefit of the doubt . Zomato has become horrible. It’s not worth it . Zomato has such irresponsible people.
No proper customer care .
The list of hotels linked to zomato is also wrong . Orders are taken and then we are told that it’s not linked. If it’s not linked then why should it accept orders? I have logged a complaint about this but nothing has been done .

I have ordered food on 10:33 pm of 436 rs. from Punjabi Angithi through Zomato app, confirmed the order and valet Gursimran([protected]).But on 11:09 pm I received a msg oh we cannot fulfill the order.My guests were waiting and in that awful moment they deny. My register mobile number is [protected] named Shashank Shekhar.Even I have called to valet by my another number [protected] but he was continuously busy on another call and didn't reply.and when he received my call he said contact to customer care I can't.He was unprofessional.After that I have ping to customer care chat but no reply yet.where is your professionalism if you people cannot fulfill the order so why should not you close this . making fool to the customers and wasting the time .Who will bear this?Otherwise I will take the legal action for this even not refunded my hard earned money. Contact me soon Shashank Shekhar (Registered no. [protected]) [protected]

Hi,

I have ordered from Daawat Bhopal. My order id was [protected], which took around more than an hour to deliver my order. Daawat is of within 1.2 km from my delivery address. When the order was taking time I messaged zomato support also to cancle my order but I dididn't get any reply. I got the reply after 1 hr when the order was delivered but then the order was of no use as I have fast. I do have screenshots of all my chat and respond time. I need my full refund in that case

I ordered 2 Vada Pau from Gole Vada Pau in Lucknow gomti nagar area branch, I paid the guy in cash 132 rs. & when I went to eat it. I saw that the food was stale & had no cheese in it. So I contacted zomato chat & clicked a photo also & send it to them, as cheese was missing as for the cheese itself I paid 25rs extra each, I couldn't even eat it... It is still lying next to me. It was complete waste of money. & what response I got from tomato was that they will share the feedback to the restaurant & they gave 33 rs as credit & just left the chat. Such a good escape they have. These online food delivering sites have made it a nuisance for us. I asked them to provide me the complete refund but they didn't even care to revert on chat.

I have placed an order on 9th June 7:36 p.m at Saundhee Potli restaurant but I cancelled it within few minutes because I forgot to apply coupon code. I again placed the same order( order number [protected]) at the same restaurant 2 minutes later after applying coupon code.
So, neither food got wasted nor restaurant/zomato bear a loss. So, how come you are charging cancellation charges when there is no impact or loss to anybody ??.
I want my amount to be refunded.

Thanks,
Rohit

I have been ordering from zomato since the last one year and I never held such a pathetic experience even from restaurant delivery. Why don't your delivery boy have change when payed through Cash? And even instructed with chat? Do you consider buyer a joke who stands at home with big note waiting to listen that the boy doesn't have change.is your regret a joke?

What nonsense is this zomato, i had issue woth faulty damaged order [protected]
ur agent issued credit, till date not reflecting in wallet its been 30hrs, he told me to wait 2 hrs then 24 hrs then 48-72 hrs, what nonsense
r u guys fooling me????

Your chat agents are also rude at talking and keep copy pasting same response!!!

reg mail id:[protected]@gmail.com
order id [protected]
call [protected] asap.

What is this zomato???? i was given credits against damaged faulty order
[protected]

From yesterday im constantly in touch with customer servic ethey just copy paste same lines and one even said u can talk all day i[censored] want response will be same, like what?????

Then i was told to wait 2 hrs to reflect on walllet then 24 hrs now 48-72 hrs????? r u guys fooling customer? credit my money ryt NOW!!!

reg id:[protected]@gmail.com
order id [protected]
call me asap on [protected]
Name Anshu

I ordered a food through zomato. The zomato said that the bank denied the process and the payment is not confirmed so i left zomato and went uber, when i was trying to place my order a message from my bank came that the amt 315 has been deducted by PayU_www.zomzto.com, how come this possible. And i reached zomato for help they said that it would take about 7-8 freaking days to refund ...IS THAT FAIR? i am a college going student having a student account with zero balance account had only 400 freaking rupees, now i am hungry i have no food in my home since i am living far away from my parents, most of my days were like ordering online. i have ordered many times through zomato. the one who is from zomato online chat named ASHVANI didnt respond properly, i asked her i want to speak to head or give 315 zomato credits and dont wanna refunded she said only that she was sorry, , , , i am hungry i didnt eat anything

This is with regards to an order placed on 13th June'19 from Daftar restaurant at Goregaon East. The delivery guy was trying to reach me initially, but I was not reachable. Later when I called the delivery guy, he said that the order is cancelled since I was not reachable. I checked with the delivery guy on the amount which I had paid through my credit card. He responded that the amount will be credited back to my card within 24 to 48 hrs. Today I happened to check with the online chat support team at Zomato they are refusing on this discussion and are saying I will be penalized the entire bill amount which is INR 837.75 for the order being cancelled.
When the order was cancelled there was no communication on the penalty nor the delivery person informed me about the same. This is coming as a big surprise & it's not the right thing to do, that customers are charged an amount without their notice. It's only when I checked about it did I come to know that the amount is not getting refunded.
Please look in to this issue & help get a correct solution.
This will have people lose faith in online delivery & make payments upfront.

Thanks & Regards,
Kayzad Billimoria
+91 [protected]

Zomato order number-[protected].
Date-17-jun-2019.
I ordered a combo meal worth 200 which includes panneer curry, 2 chapati and protein shake.
Restaurant missed protein shake in the order.
Zomato is insisting me to order something else mandatorily so that they will send me missed item with that.So for this I have to order min.100 plus delivery charge plus GST .
So for their mistake I have to pay ?! Where is the justice.they came back with 55 credits but it is not even 50% if what I have to pay extra for restaurant missing the item.i need justice. I whole day spoiled with frustration feeling betrayed. I need justice

I ordered food from zomato on 8th June ( Chinese delicacies from Chinese Hut). On follow up with the rider whose number was unreachable initially but when it got connected the rider told me that my order has been cancelled as my phone was un answered. Moreover he was very very rude which is totally unacceptable for me as a customer.when I described everything on customer care portal.i was told that my refund of Rs. 197/- has been initiated and I will get the same in 72 hrs which so far has not happened despite my continuous follow ups.

I have lost all the trust because yesterday also the some thing similar happened to my friend. A wrong information has been passed by the rider to the customer and the hotelier.
Please answer my following queries
1. What policies do you have to be the customer 's first choice?

2. What trainings do you provide the riders?
3. What if someone missed 1 call after their continuous follow up with the rider for asking the status.
4.Aren't the riders well equipped with gPRS facility in their phones to find the location.?
5.Is customer suppose to brief everytime about the situation to different representative while raising a concern ?

I wanted to write many more observation points but need to know few on this.

Hope some favourable reply

I have given the pincode 560102 in the zomato app and it showed me the restaurants which would deliver to that place. I have placed the order worth Rs 750 and made a payment for the same and was waiting for the food to be delivered. I got a call from Zomato Guy asking for the location. Before sending the exact location he called and told me that he cant deliver to your location as you have changed your location. I was surprised to hear that when did I change the address. One more guy called and said your order is cancelled and you wont get any refund as the delivery boy cant deliver. I got one more call from zomato again and said you can write to zomato for refund. Do Zomato think customers are fools? Are the zomato delivery boys running a mafia to loot customers money. When I write to zomato cusotmer care I was getting the same answer repeaetedly that according to the new policy of Zomato no refund would be given as the food is already prepared. If the food is prepared and not given to customers then are the zomato delivery guys selling it to someone else in between without delivering to the customers? No proper response so far from zomato.

I have made an order. He does not how to speak. You don't give any training to them. It's 2nd time happening with me.
You trained them to use "tu, bhai- in Hindi" nice way to loot the customers. I have already made the payment also. You have trained them like this to misbehave with customers whereby customers will deny to accept the order. Nice way . Very good service from you all. Now you have written that I have denied the order. What is this ? Am I a servant of Zomato ? Who authorised you to use "tu and bhai" ? I have a name. Could they address me by my name. Is it the professional way to speak ?

My registered mobile number :- [protected]

Order date 16/5/19

Order number [protected]

Sudip Hati

Then on 17th June morning, I got a call from

[protected] this number. He just asked me what can I do ? ( krna kya h iss mein ?) Then he disconnected the call without listening to me anything. Call conversation was only for 59 secs.
Then I am checking over the website, it's showing that complaint has marked as resolved. Is the way to resolve a complaint ? Very nice service.

When I am trying to call back on that number, he is not picking the call. What kind of service is this ? I have attached the call details. Wherein you may check the conversation time & I have also tried to call back on that number.