Zomato Complaints & Reviews

I placed an order to zomato and they kept ion saying that the food is on its way. That had charged be in my paytm account but they did not deliver the food. When i raised my issue to customer care executive mr. Aditya over the chat, he kept on saying that the delivery boy is on his way and after 30 mins or so he said it's delivered and didn't respond after that. I mentioned that he must have delivered it to some wrong address as it is not received by me but he was not ready to respond.

I ordered chicken fry quarter of rs. 110 from delhi darbar biryani point on 23rd feb at 8.15pm. Amount of rs. 75 has been deducted from my accoubt but payment status on zomato app is still showing payment incomplete.
Umesh
A25, gali no 3, laxmi vihar, atul chowk, dwarka mor, delhi 110059
Contact no. [protected]
Please refund my amount

I had placed my order in zomato, order id: [protected] on the 23rd of february, 2019. The order amount was more than 800 and thus online payment was made mandatory. Even after completing the payment via google pay, zomato has been unresponsive for over 40 minutes in placing the order. The customer service live chat box is unresponsive.
On calling up the restaurant directly, they said they didn't receive any such order. They also specified that they had no problems in accepting the order if it were placed at all.
I'd like a refund for such callous and unresponsive behaviour.

Please look into the matter and generate a refund and do the needful.
Attached along are the screenshots containing details of order i'd and payment mode.

I ordered food from guru kripa restaurant through zomato food delivery app.
When my order was not delivered i called the delivery boy who told my mobile was not reachable so he returned the order to the restaurant.
But when i ed the restaurant they told no order was returned as claimed by the delivery boy.
Also a person can face network issues many times which doesn't mean that our order should not be delivered inspite...

Please deliver to mughalsarai also. Zomato has a really great opportunity to expand itself by delivering to mughalsarai (Dist: Chandauli, pincode: 232101)
There are not major shopping outlets available in mughalsarai. So if zomato considers to expand in mughalsarai, i can assure you’ll find it profitable.
Please forward this suggestion to the relevant authorities, as I can’t find an appropriate portal to render my suggestions.

I ordered food from the restaurant named sr's cafe de woodland's, guwahati but due to some problem, they rejected my order. I received a text message saying my money will be refunded within 2-7 working days. This happened in the month of november, 2018 and now it's february, 2019 but my money is still not refunded.
This time my sister orderd food from barbie's food court, guwahati (Using my card details) but unfortunately her order was rejected too. She received the same kind of message regarding money refund but it's been 2 weeks and the money is still not refunded.
Please into this matter. Kindly refund the money for both the orders asap or make the money available in my zomato account to use it for placing another order.

I had ordered 2 biryanis which was totally tasteless and spoiled.

I have contacted chat support and even after 15 days they are not at all resolving issue. Whenever i contact them they will tell your issue is escalated. We will reach u soon.

I think they don't have a proper support channel.

Please look into this.

[protected]

Regards,
Nithesh

On 16th february (Saturday) i ordered food from the app in patna, and the sum of rs. 80 got deducted from my bank account but order was not accepted, its 23rd of february (Saturday) today, and till now i have got no refund.
My mobile sms says :

"thanks for using your debit card 459xxx7285 for purchase worth rs80.0 on pos payust[protected] at www.zomato.com txn#[protected]."

Please help me refund my amount

Recently i booked the french loaf bakery items through zomato and i had received bread which was already expired and fungus was formed. When i complained about this to them they simply said sorry and refunded 50%. When i asked why 50% they said it is our company policy. I want to tell everyone who wants to sell their expired goods. Sell it on zomato. At least you get 50%.

Shameless people take our money and sell expired products.

Can anyone tell me how can i take this further to file a legal complaint.

I had been a rather regular customer of zomato's food ordering app order. Zomato for the past two to three years owing to practical necessities. My overall experience has been extremely bad and the same has been ongoing despite repeated complaints and assurances by them that it shall be addressed.

In my latest order i had ordered chicken momos from a restaurant called the tibetan flavours via order. Zomato app. As apparent from the picture & corresponding review i posted on zomato, the momos contained mostly offal, gizzards & cartilage (Basically organ meat, intestines & other innards of chicken which everyone knows is generally discarded & unfit for human consumption let alone restaurant service) and minuscule chunks or two of actual clean meat.

Upon reporting it to their customer support over chat (Which happens to be the only immediate grievance redressal mechanism available on their part) i was mockingly asked whether i'd "kindly clarify" what i found so disgusting & whether i'd found insects in my food upon which i had to clarify that it wasnt insects but intestines. [21/02/2019: the tibetan flavours.]

Which brings me to the first issue: frequency of instances of wrong/incomplete delivery or delivery of bad quality food.
Such incidents may be overlooked if they happened once in a while. But it is incredible how they can manage to mess up above 50% of the orders. Quite often the food delivered is late, thus stale or cold. Sometimes its partially leaking/spilled thus soiling the rest of the food too (Not to mention gravies from non-veg food spilling on a vegetarians dish) and sometimes even rendered to a pulp.

Which brings me to the second issue: non-cancellation/non-refund/extremely late refund in wrong/soiled orders.
We are forced to accept such food no matter in what condition even after inordinate delays. Their app has no provision whatsoever to cancel the order at any stage. So even if i have made any mistake in the order and want to edit/cancel it immediately or the food delivered to me is o[censored]nacceptable quality or inordinately delayed & thus cold (On a couple of instances even hours late) the rider forces you to accept the same by saying they have no resolution in their capacity and no superior to contact.

Which becomes the third issue. : complaint resolution time & representative behaviour
If at all a customer is serious about resolution of a problematic order he/she has to waste on an average of two hours (Often for food worth less than rs. 200-400) on chat and then too a satisfactory resolution is not guaranteed. I have had to wait on every single of these instances with half the food delivered.

Representatives are very slow to even get a grasp of the problem let alone resolve it. They take over half an hour to 45 mins to even contact the restaurant all the time while you have the choice to fully feed half your family/guests or half feed all of them. Sometimes in this process the restaurant itself shuts down and proper delivery of the entire order itself becomes impossible. This consumer has to deal with this ineptitude every single time and even go hungry at night at times because of their inability to deliver a necessary commodity (Food) which they have undertaken for a premium to provide. [09/01/2019: aahar kitchen]

One of their representatives had gone far enough to suggest that i might be lying after which i had to waste further time to put up a review with a picture to satisfy them that i was indeed given a cheese roll instead of a chicken roll upon which the restaurant owner finally offered to replace it after 2 hours. [22/01/2019: food-o-holic ]

This is a chronological gist of some of problematic orders and the harassment faced on those instances just in 2019 itself:

21/02/2019: tibetan flavours. : throwaway chicken used in food. Customer support was practically rude in their behaviour. Took hours to resolve. Refund yet to reflect.

05/02/2019: the bahamas 24x7. Item unavailable yet listed. Refunded a week later.

22/01/2019: food-o-holic : wrong item delivered. Refund given as zomato credits after having to chat for 3 hours.

17/01/2019: food-o-holic. : food ordered was so stale it was smelling inside the container. Denied as impossible by restaurant owner which promptly shut down for the day as it was 11pm. Not resolved. No refund given.

09/01/2019: aahar kitchen. A small almost readymade food order was held pending confirmation for almost an hour after me having paid for it after which they simply rejected it. Getting the refund required me to be on chat for over two hours late at night.

I have thus received such service on a regular continuing basis from them and upon complaining faced everything from extremely rude to inattentive behavior to being told that this is the last time i've had such an experience and it wont be repeated again. But as is clear from the complaint there is no sign of any betterment in their services.

I have even sent a mail detailing all these problems to them but received nothing in reply but auto-generated mails stating that they're looking into the problem.

This clearly amounts to continuing deficiency in services on the part of zomato under section 2 (1) (G) of the consumer protection act and also displays no intention on their part to address the same despite repeated complaints stating the violation on their part of the aforementioned provision of the legislation to them.

Given the frequency and rampancy of the problem and their utter disregard to address it the desirable solution would be to impose such operational restrictions as maybe deemed fit on zomato till it adopts declared practices regarding food delivery standards, customer responsiveness, as well as procedure and time limits for satisfactory resolution of all complaints as and when they arise.

I ordered from the outlet and gave it a good review. On the next day i checked the account it was showing a white page stating that your account is blocked because of suspicious activity.. If you think it is done by mistake then click on [protected]@order.in so i mailed them and the response was not satisfactory. Atleast tell me what's the reason of blocking? They give no response to that... Instead told its blocked due to suspicious activity. If giving good reviews is counted as suspicious activity.. It should be mentioned in the policies😑.
I wasn’t involved in any such activity nd i m 100 percent sure about that.
All my reviews have been genuine and i have written all this after spending on the food that i have eaten at restaurants.
So there is no point of any suspiciousness, kindly check it once again at your end and let me know at the earliest possible.

I placed an order from delhi. The food was delivered well in time but was old as soon as i consume the food it tasted really bad and old. When i raised a complain for it the concerned person from the other side told me to keep calm and bear with them.
Even when i asked the person to get the pick up done, he denied.
Thank you for satisfying the customers so much.

I had ordered food from amigos cafe on jan 22, 2019, order no. [protected], i paid it online through upi, amount rs. 219. After confirming the order and everything after an hour the restaurant declined the order and i didn't get the food. Zomato assured me the same day that the amount would be refunded and gave me some fake 36 digit reference code that didn't work anywhere. I kept contacting zomato but i wasn't refunded the money. I gave up hope. Next, on feb 21, 2019, i ordered food from la pinoz, order no. [protected] worth rs. 95.68 where my upi successfully transferred the payment and money was also debited from my account but the payment was rejected. Zomato again said that the amount would be refunded and there was some problem in the payment gateway and that they had done the refund, that i'll get the money in 4-5 days and gave me the same 36 digits fake reference number that they gave me a month ago, the exact same number. An hour later when i did some research and found about the arn or refund reference number they replied that they had no such information.
The screenshots below show that the money has been extracted from my account, they've given the same reference number both the times (The dates are visible in the photo, one is in jan and the next in feb) and how they basically didn't help when i asked for the arn number.
This is the second incident now where zomato has taken my money without any intention of giving it back and is making a mockery of the consumers by giving fake reference numbers along with it.

I live in nalasopara, palghar district.

I ordered food through zomato app in hotel 'firangi bake' with the help of debit card applying foodie february 50% off code.
A message of 'transcation failed' appeared after filling out all the details and password. But 215 rs was deducted, and no order was placed.
Zomato pls refund my money back.

Contact details - [protected]...

Hello, my order id- [protected], wasnt delivired to me and the delivery boy was vey rude, from the first call itself he told me that he is not going to give me the food and contact customer care for the food and not him.

and I didnt even any message from your side about what happend to my order and not even refunded my money that was charged for the order ([protected]).

The name and number of delivery man is ZAHEER AHMED KHAN, phno:[protected].

I ordered a cake from zomato and received a spoiled (Rotten) cake. I contacted them on chat support but, they are not giving a refund. They are telling me that our team will solve your problem and contact you but, i have not received any mail from them. It has been three days. All they do is to repeat the same line over and over again. "we have to communicate with the restaurant. Our team will get back to you." three days and they have not contacted the restaurant regarding the same. I want a refund zomato. This is not the first time i am facing this issue.

I ordered food and found hair in it so i just complain to zomato and they refunded but after few time they blocked my account and says i had done some suspious activity i know tgey blocked me because one of their a gent was not at all helpful so i just told him you are zero helpful i hope zomato do something and unblock my account. Really upseting from zomato side.

I have ordered pizza through zomato app on 19th february 2019 from dominos(order no .[protected])
Rs 252 money deducted from my payatm account(online payment) .i contacted dominos but they said order is not placed.my money deducted from my payatm wallet .Contacted zomato but refund not done from there side yet.Please solve my problem as early as possible.

We placed an order from the chicken bay and it was not delivered to us. The delivery boy claims to have called few times and we were not reachable. Now they wont refund my money and when we called the restaurant the food package wasnt returned either. So in essence the delivery guy and his mates probably had a nice meal at our expense. Not to mention that this is despite giving them a nice tip. Zomato service is the worst! Its a scam and their customer service chat room might as well be run by robots because their answers to any query comes from a booklet given to them. Its a travesty.

Hi,

I ordered the mentioned prepaid order, order ID [protected] on 20-Feb-2019 at 12:43 PM but it was taking "60 to 75 min" to deliver which is the time I haven't seen by zomato earlier. 1 hour is too much. I was not satisfied with Zomato services. And when I wanted to cancel it Zomato charged whole the amount(₹109) of the order value.

Just tell me one thing am I bound to the delivery time by zomato after prepaying any order.which online food delivery site take one hour delivery time and if I want to to cancel it I have to pay all the amount. I canceled it within a minute now I want my money to be refunded.

Note: I haven't canceled any order in my whole zomato life and i am a frequent user.

Regards,
Om.