Zomato Complaints & Reviews

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We ordered for our lunch in Zomato from Only Alibaba restaurant today. We also paid the bill using online wallet. While we were waiting for the order to get delivered a couple of missed calls came in my phone and got disconnected before i could answer the call. I thought it was the delivery executive who was trying to call us. So i opened the app to call him, but it was being shown that "your order got cancelled as you were unavailable in the contact address and unreachable at the phone number". I thought maybe its some mistake from the executive side. So i called immediately on his personal phone number given in app. He told me an outright lie that he had been waiting in my location for a long time and couldnt reach my phone so he returned the order to the restaurant. I called the restaurant number given on Zomato. Restaurant told me that no order was returned back since that day morning and they also follow a no return policy. So i used the chat option in Zomato to complain about the entire incident and refund me my 2188 rupees or deliver my food. They told me that they could not do anything about it and that i have to call Zomato helpline. I called zomato helpline number and to my surprise they told me that nothing can be done as the delivery executive claimed that i was unreachable and my fine of 2188 rupees could not be levied. I tried to make them believe that i was not lying and they should check the call records and the fact that no order got back to the restaurant (Which itself is a definite proof that their delivery executive was lying) but they said that "all those data are not accessible to them".
So I didn't get my ordered food and was charged a fine of 2188.
Now my question to Zomato India is this how you treat your customers? Without checking any evidence how can you charge a fine on your customers and that too an amount as big as 2188 rupees?

I request all my friends never to order anything from Zomato by paying in advance cause this is the kind of responsibility they show towards their customers if the order is paid before. And this is how they make up for the in app offers by charging huge fines to customers for no reason. #BoycottZomato

I have placed order on april 8, 2019.
I received a notification saying my order is on the way. The concerned delivery person called me and confirmed my location at 9:23 pm. But he didn't move from that place till 9:30pm. So i called him and asked about the delivery. He said he is going to cancel my delivery, someone will deliver it to me. Then i complained about this in zomato chat saying that my order is getting delay.

Within a few mins, i received a notification saying i was not available at the address so the order was cancelled.
And my money will not be refunded as the food was prepared. I have checked my address too it was the correct one.

This is such an upsetting experience from zomato so far. I have never felt this bad before. If they can't deliver also i can accept it. But he is telling some lie to escape from his mistake is totally unacceptable.

I have ordered food on zomato and the food got spilled out and soup went to the pieces of chicken and the chicken became tasteless and I have complained regarding this issue by sending the pictures but there is no response from them
The order number is : [protected]
There is still no response from zomato customer care even I said I would like to complain in consumer forum please take an immediate action on this

I have got charged for the order which was cancelled due to their glitch in the system and application i have wrote them the email about it but no response from them.
Below is the conversation done with the zomato team and they didnt even bother to call for further discussion to the situation.

Email done by me:-

Hello team,
I have got charged for this order 83 rupess
I have to cancell this order because i place one order before this and that was not accepted for a long time and i have to place different order and as soon as i placed different order they accepted my order so i have to cancell one order for that matter and they chaged me for the order. It the system problem that my orders was not accepting if you check my history i have placed three orders to get my food delivered and you have charged me for that. Please i can explain you more better over the phone if at all you like to call me
Call me anytime as i would like to escalate this thing further if not resolved and this 83 rupee is not credited back to me.
Hope to hear from you soon

Email back from them:-

Zomato online ordering
Fri, apr 5, 4:17 pm (4 days ago)
To me

Hi mitul,

Hope you are doing well.

With regards to your concern, please be informed that zomato doesn't support cancellation of the orders post confirmation by the restaurant. It is so because once the order is confirmed, restaurant starts preparing the order.

And if in any case the order is cancelled, then you would be charged for the cancellation of the order which would be of equal amount to the order value.

We would also like to inform you that, it is also mentioned in the "terms and policies" of the zomato website as well as app (Order app: select about terms and conditions scroll to xiii additional t&c for users 11th condition).

Email done by me:-

Thanks for telling me your terms and conditions but you need to understand the glitch of your system and applications with the problems your organisation having, i am not going to pay for this order for that matter the initial order i placed it showed me the order has been rejected and the suddenly after 15 min it said the order is on the way mean while i ordered something else so i was left with no option but to cancel one of the orders.
Please call me in this regards as i am not gonna leave this matter until unless i put my point right there and want proper solution to it it’s not just the matter of 84 rupees but the ethics and service you should be giving and listening to your customers if this problem is not been solved for me then this is going to be the last day i used zomato... And i would like to escalate this further and would like to speak to managers if possible

Sir i terminate by my area zomato office they say u are terminate by delhi office bt i cant receive any terminated letter or massage why sir... My fault is just i am placing a order by zomato app and eat.. Sir my area branch directly terminate plz sir plz rejoin me i promise after rejoin i am not placing any order... Sir i dont have dad i am a one man from my home to do job sir they directly terminate me... Mere ghr me khane ke lale ho gaye hai sir plz mai aap se haayh jodke request krta hu sir plz muzhe rejoin krlo... My user id:- [protected]

Order Number: [protected] - ₹141.58

Zomato has cancelled my order without delivering and no refund has been made for the order. They said I was not responsive so the order was rejected. Rider never reached my home and rang the doorbell which he was supposed to do instead of calling as Zomato promises door step delivery.
There was only a 7 min delay in checking my phone and I called the rider right away. Even though I have told the rider that am willing to come to his location to pickup my order he refused to give me my order and customer support was of no help. they asked me to reach out to [protected]@zomato.com to settle this dispute. I have send mails to them regarding this issue and did not get any response back from them yet.

I demand Zomato to look into this issue and ask them to correct their unethical/non-transparent policies. I agree that food may go waste if I was not reachable but 7 min delay should be acceptable and food should have been delivered to me as I was willing to go to rider instead of he come to me again. Zomato failed to share me the policy details even after asking for them several times in their customer support chat. Clearly their polices are deceiving an average consumer and robbing them of their hard earned money.

I have ordered food through zomato and the order number is #[protected] on 8th april at 8:16 am. Zomato valet cancelled my order due to no response from my end and my mobile was not reachable.
My mobile was reachable and internet was working fine and i don't know why valet was saying that my number was not reachable. Why i have to lie in this situation.
Then i went to customer support. Sorry to say this "one of worst customer care behavior". They don't even trust the customers. When i chat with customer care and they gave some sarcastic replies.
Please process my refund.

Received partial order from zomato, when talked to delivery guy he said he brought all the stuffs provided to him, also there was no one available at zomato customer care to talk with. Also partially delivered food was very bad in taste i tried a lot to contact someone at zomato but no one was ready to talk, either i want the whole money back or some serious action against it.

Dear sir/ madam
Today on 7th apr 240 rs got deducted from my paytm wallet for zomato i tried contacting on toll number including other numbers several times but was of no use
I request zomato to kindly refund my money or provide me the ordered stuff.
They denied for the same. Who has given them the right of acting like a dictator neither refunding the money nor giving the eatable stuff ordered.
Zomato order number is [protected]
Phone no [protected]
Thanks and regards
Dr a imam

Order no. [protected]
Ordered cheese chilly with naan and got roti with cheese chilly.. And when i contacted customer support they just said they are regretting for this... They are not even providing refund nor reordering the stuffs. This happened lot of times. But now tht enough.. They are not acting on any complaint and restraunt providing bad food again n again. Help me with ut asap

I had made the payment first time it was reflected incomplete but amount of 111 rupees was deducted second time from the same place i made payment of again 111 and order accepted but after few minutes order rejected declined as it executive is saying my number is not reachable... Not informed me prior before cancelling secondingly saying lie my number is reachable. I had made mybboth orders from jhakkas... I want my total amount of 222 rupees as order was being cancelled by it side. And it services continuously make us fool. And i hv d entails and proofs.

Hi aman,

There was no specific food prepared. It was a ready-made sweet dish which was ordered and it was cancelled within a few seconds. There was no wastage in this process. We timely informed your team over chat and over phone. Moreover, your runner never came for delivery. So your stand is primaface wrong. Your team members never gave me a chance for refusing the delivery because nobody came for delivery.

I advise you to think over this matter prudently. Your team have duped me of my money by breach of trust. I will not tolerate it. I know it is just rs 355/- however it is my hard earned money. If you have changed your policies but it doesn't mean that you will start duping public with its money. Suppose, it you dupe each of the mobile users by ₹ 10 /- per day, you must be doing a scam of crores of rupees in india. Many of the customers are so busy or unaware about their rights that they do not complaint about this policy related theft, scam or frauds on the social media or legal forums. On the contrary, i am a vigilant, legally equipped and socially active person. So, i am giving you this opportunity to change your decision.

Kindly take this matter up with higher ups and get my money refunded. This income generated by fraud means will not auger well for you. I have got my brother as a senior advocate who will screw your company legally and your company will have to pay penalty for this illegal act of theft of my money.

Later on, you would pay not only these ₹ 355 but also penalty for the mental harrassment and legal expenses.

It's my humble request to return money without much delay.

Regards,
Shatrujeet singh

Sent from yahoo mail on android

On sat, 6 apr 2019 at 11:12 pm, zomato online ordering
Wrote:
Hi there,

Hope you are doing well.

Thank you for raising your concern regarding the order id [protected].

We would like to inform you that zomato doesn't support cancellation in it's platform and according to our new policies, if the order gets cancelled on customer's request than cancellation charges equal to the order value gets levied and we won't be able to refund the same.

We do understand this policy is not good as in customer's point of view but frequent cancellation can leads to wastage of food.

Feel free to reach out to us in case of any queries / suggestions.

Best regards,

—
Aman singh
Zomato online ordering team
Reach us at [protected]@zomato.com

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{#hs:[protected]#}
On fri, apr 5, 2019 at 11:29 pm ist, wrote:
Your executive cancelled my order number [protected] without any refund without my consent.

Kindly refund my money to my paytm number otherwise i will raise this theft of re 355 on different social media forums.

This will become a highly loss making preposition for you.

Sent from yahoo mail on android

On fri, 5 apr 2019 at 9:50 pm, zomato online ordering

On fri, apr 5, 2019 at 9:50 pm ist, wrote:
Dear team,

Your executive cancelled my order number [protected] without any refund without my consent.

Kindly refund my money to my paytm number otherwise i will raise this theft of re 355 on different social media forums.

This will become a highly loss making preposition for you.

Regards,

Shatrujeet singh

Sent from yahoo mail on android

Yesterday (5th april) i made an order on zomato around 9 pm form sandwizza restaurant of a cheese masala toast with extra cheese which costed me around 106.50 after discount. I received my order around 10pm which was not complete there was no extra cheese. I tried to complain about it at 10pm when but there was no response from zomato from their delivery support. Again i tried around 12pm but still there was no response. Then in morning i tried again for the 3rd time this time i got the reply but it was too late and as no notifications come i was not able to reply then beacuse i was travelling at that particular point of time. Then again for the 4th time i placed an complaint today in the evening around 7pm and got their response finally and what they replied was unexpected as they put allegation on me that the they have already compensated me for the order. Which i haven't received. I asked them to show me the proof but there wasn't any. Then they wasted my hour and credited only 50rs back and when i asked for full refund they said they can't help it. And wasted my money my time and put an allegation also. They mentally tortured me from their slow n misbehaved response. I' attaching the screenshot as there is limit of only 1 so the major one in which they puy allegation that they compensated me.

Hi team, we placed order no [protected]. And after that we wished to cancel it and asked your zomato person to cancel it. And asked how much money will be deducted. That person did not tell anything about and deducted whole amount of order as cancellation charges. Neitger when we requested if this much amount is deducted better we will order but no option for this too. Now, i do not have the order neither my money which is all deducted as your cancellation charge. I want proper refund of my order.

I ordered from a restaurant and the food was terrible and also they provided incorrect quantity. I complained to zomato customer service and the person took more than 1 hour to resolve the issue and after that my account was suspended. Now i have money stuck in that account and they have blocked the account without any reason. I have written many emails and asked about the "suspicious behavior" they considered to block the account, but they have no reply for this. The account has been blocked unjustly and i want that zomato unblocks my account as soon as possible.

Hello,
I have ordered food from zomato and within a second i had cancelled it. But i did not get my refund saying that it is deducted as cancellation fee and the cancellation fee is same as my order fee. If people dont have the option of cancelling their order how could we choose to order from zomato. Think about it. My order number is [protected]. Please look into the issue and do needful.
Thanks in advance.

I ordered the food online using zomato. Order number is [protected]. Total amount 260/-.
Order got cancelled and within seconds.
I did chat in support option with zomato but they refused to credit the refund.
If i would have took more time in cancellation at least that is acceptable but within seconds or a minute order was cancelled.
Now neither they are initiating refund nor they are delivering the order. I am in loss.

I'm a regular zomato user and today when I open aap, its asking me contact permission. Without which its not signing me in. What kind of condition this is!! Whts the relation of my food ordering with my contacts. Please revise yourself otherwise you are gonna loss your users if you people care people's privacy. I'm like using zomato until today that's why I'm writing here to get it better before.

Dear team,

Today i had order food of rs 3500 from dhaba through zomato.

We were eagerly waiting for our food at the end food came after 2 hours.

When we opened the packet

1. The food was cold
2. There is a kind of rotten smell coming from the food.
3. No bill given to me.

I had called the delivery guy to take this back entire food and give me a bill that gentleman had disconnected my call and said talk to restaurant.

I mean i cant believe you guys are so good in fooling your customer.

Now i want you guys to refund my money into mh bank account.

A/c no - [protected]
Ifsc code - hdfc0000090
Bank name - hdfc bank

Regards
Amit jha
[protected]

I have ordered today at zomato at 9.42 pm. And i didn’t get my order. I am starving n can’t go anywhere and paid the amount also. Chat people are not solving my issue. I want explanation and you people should take action. We are having exams and without preparation am waiting for food. On app they r showing the food is delivered. Please take action please