Zomato Complaints & Reviews

I had ordered my usual daily order from zomato 2 days ago and after sometime they blocked my account without informing me and when i tried to email them they and almost after 3 e-mails i got a reply that i have broken protocols from yesterday onwards, i have wrote them so many emails but they're not ready to tell reason behind the blocking and neither am i getting response please do something regarding this as because i believe i have wrongly accused of breaking protocol and have received no reason as to why my account is blocked.

I placed an order from rushhrs - magarpatta, pune on 25th oct, 1:45am.
The total amount of the order was rs 212, for a 'chicken egg problem meal'[including fries and ice tea].
There was no problems as such, regarding the order itself, and was delivered and on time.
However, the assigned delivery guy - mahesh mansingh shedge ([protected]), did not have the remaining change for rs 500, saying that they had to leave all their cash at the restaurant, before making the delivery.
He said that he would bring back the change the next day and i agreed to it since it was late in the night anyway.

Now, two days later, i still haven't got my remaining amount back. I've been trying to contact the delivery guy, but he doesn't seem to be responding.

I would like to have my amount back or at least compensated in a way that i can place an order for the said amount, from the same restaurant.

Thanks.

Details:-
Date and time:- 25th oct, 1:45pm
Restaurant: rush hrs, magarpatta, pune
Delivery guy: mahesh mansingh shedge ([protected])
Total bill amount: rs 212
Total amount paid: rs 520
Remaining amount: rs 308

Today the person who came for delivery (Mustafa) was extremely rude arrogant and unprofessional.. He asked us to come downstairs to pick the parcel and talked in very impolite tone. Iasked him to take back the order but he came and again repeated the same conduct and kept arguing. I think zomato shouldn't engage these kind o[censored]ntrained and rude people.

Hi team...

I have ordered but couldn't not receive my food worth 175/-
But my phone network was not clear & restaurant person said that zomato pickup employee had taken away my parcelled food.
Hence.. Spoken and got information about my refund.
Awaiting refund since 24th oct, 2018.

Hope you respond.

My order id is [protected] ans it has to be delivered to my home location and when i placed the order it showed me my house location but suddenly later it went to my office location and the delivery person said due to incorrect address he is cancelling the order. When i contacted customer care they are saying if it is incorect address then the cancellation charges will be the total amount.
This is disgusting thing i have ever seen. They are not at all bothered about customer satisfaction. They are not refunding the amount and they are saying they cant help anything the food will be wasted. Then if the food is wasted will they throw it in garbage? Who knows the delivery guy only can take that food for free of cost.

Zomato is literally playing with customers and they are not taking it as serious. Please dont order from zomato from now onwards. I would not recomend anyone to order from zomato.

I mailed them about my refund but they are saying it is not possible to refund. How cheap it is they are looting our money.

Sasidhar
[protected]

I have ordered a paneer butter masaa and a hyderabadi biryani from
Your app today i. E on 27th october 2018 at 2:26 pm by mistake. The
Order number is [protected]. My paytm is linked to my zomato app and
The whole payment amount was deducted from my paytm app. Within 10
Seconds, i have called and cancelled my order with the proper reason
For the cancellation and in the next few seconds my order got canceled
But your customer support didn't told me in how much time i will get
My deducted money back. And if i am not getting a refund amound for
The cancelled order then when i was talking to your customer executive
On call he should be telling me that i won't get a refund. He cut the
Call without telling anything abput money refund.

So i would be highly grateful if you could look into the matter and
Make an arrangement for the refund of my ordered amount. I would
Request you for an immediate action.

I have ordered from "ovenstory" pizza from magarpatta pune on 26th october 2018 at 9, 28 pm ist (Order no [protected]). The restaurant called me and told that they won't be able to deliver to my location. I went to zomato chat to ensure that the order is cancelled and i get the refund of the amount i have already paid online but got no response for hours. I missed their reply after 1 hour and from then i chased via chat (No customer care) option and finally got a response at 12.30 am on 27th october 2018.
The person on the chat is now harassing me by continuously sending template messages like "apologies for keeping you wait since long but i am trying to get this sorted" for over an hour now, now it's 01.38 am.
All this while neither my money is refunded and i am being continuously harrased.
Can anyone help please

Due to some issues regarding cancellation payment, i got into conversation with a chat support guy of zomato. Now, i wonder if the complete support team of zomato is pathetic or i had a bad day.

I was immensely showered with taunts and misleading information. And yes, you heard it right, i was got several taunts from a support guy just because i needed help.

Support chat with zomato's executive felt more like a debate in which i am sure he won because i didn't forget my set of etiquette.

In detail, i inquired about the company's policies and email addresses for feedback and complaint which were not provided to me. Instead, i was asked to re-read the chat carefully. The best part is when i told him where to find the policies, he told me it's great that i found!

Is this the way the chat support executives should tackle customers problem.

I am arif khan. (A/c no - [protected]) today at 9.15pm i have placed an order on zomato 2 plate chicken biryani from hotel babbu mominpura nagpur. My order has been incompeted. But order money was deducted. I called to hotel he told me he has not received any order from my side but i did placed an order and my money also deducted. Please send my money return back.

I had placed my last order to toggler trough zomato on the 15th october. On calling them asking when they will deliver they said they will take more than hr to deliver so i asked them to cancel my order on which they said we can't on our end since you placed it through zomato you have to call them. On calling zomato i was told they can't do anything but i will need to speak to the restaurant itself. I then again called toggler and told them that i will not be receiving this order. Today trying to order again zomato is asking me cancellation charges for what? I have been a regular customer of zomato you can check my ordering history.

The best is for a 300 rs sandwich which toggler and zomato refused to cancel you are asking me to pay a cancellation fees.

Order no was [protected]
Toggler phone no[protected]

Reply i got from zomato on 25th oct

Dear kunal,

Thanks for writing your concern.

If you cancel an order after the restaurant has accepted it, zomato shall in its sole discretion charge cancellation fee, which may extend up to the order value.

To collect such cancellation fee, zomato reserves its right to (I) adjust it from the refund, if any, of the order value or part thereof, as the case may be; or (Ii) recover the complete / deficit cancellation fee from the subsequent order

In case of cash on delivery order, cancellation fee shall be charged on subsequent order.
If you have any screenshot please share with us and we will rectify the errors that has been made and will provide you the better resolutions.

Please mail us again or ping us over our chat support team to get any further query.

Regards

—
Shashank chaudhary
Zomato online ordering team
Reach us at [protected]@zomato.com

I worte to them on the 26th

Shushant

Accepting an order is one thing but delivering an order in an hours time is what we are talking about. If zomato has the discretion of charging a cancellation fee on that then they should pay me every time a vendor does not deliver on time.

I think you have your policy only favouring you guys which is not acceptable. I would like you to reconsider as i will be taking this public. You as a company who is providing a service have to understand customers concern rather than telling me what your policy is when i am telling you a genuine concern.

Let me know how it stands.

Regards

They wrote back on the 26th

Hi kunal,

Hope you are doing good.

With regards to your concern, please be informed that your account has been blocked due to multiple cancellations of your orders on different issues. So this activity has been considered as suspicious by zomato user safety system. Thus, your account has been permanently blocked from placing orders.

You can still use your zomato app to discover great restaurants, post pictures and reviews after your visit.

Please feel free to reach us if there is anything else we can assist you with.

Regards,

—
Jeshurun gill
Zomato online ordering team
Reach us at [protected]@zomato.com

I have asked them to unblock my account to which they have first stated i need to pay a cancellation fee and then permanently block my account.

I ordered from vedant's restaurant munirika, new delhi using zomato app. I made online payment amounting rs. 340/- using upi, the order has been placed and i got online payment confirmation with reference number "igaemugzn4" at 22:40 on october 06, 2018.
I complaint to zomato customer service they told i will get my money refunded within 5-7 days but i didn't receive my money. Then zomato promised me it will be refunded by october 15, 2018 but i didn't receive it yet.

I placed two orders in the same day i didn't get any order confirmation but was debited so in the same day i complained through customer service chat. They said money will refunded with in 7 working days. After 7 days i again ask them about they said money was refunded to your account like that but i didn't get any amount to account i confirmed from my bank account.

I ordered food yesterday from zomato app. The delivery boy called me once and mentioned that he is at some landmark. I told him that he is far from my mentioned address and directed him to a well known landmark near my house. After i while i came to know that my order was declined and refund would not be given as order was dispatched. The chat support people did not act adequately and matter was not solved. Please answer these questions
1. What is the use of home delivery if we have to go to some far location to pick up the order according to the wishes of delivery boy
2. Is it a mistake to pre pay for the order as there is no guarantee of delivery
3. What is the use of chat support if issues could not be resolved by them
4. If smaller companies like' fasoos' could delivery so efficiently then why can't zomato
Plz take appropriate action to solve the issues if possible

I placed an order on 7.10.2018, with order number : [protected]. it is showing order declined by restaurant in the app, but i received order confirmation sms, when i called the delivery boy, he confirmed me that my order was cancelled and i will get refund, but i have not received any refund, today i came to know that in Zomato cancellation policy not available as per company terms and conditions from Zomato leagal team, They explained that Zomato support team and delivery team may not aware of company policies.
Please check attached screen shots.

Number one fraud delivery boy in Dombivali east area, Mr.Rahul Agrahari and his mobile number:[protected].

i think it is helpful to all my sisters and brothers to stop ordering food online, not only me many of our Indians had faced the same problem and facing same, you can check those cases in the same portal.

Ref number [protected]IGAEQGSKD4
Mobile number [protected]
Name- Subash chander Dogra
Rs201 were deducted from my SBI account online but order was not received by me.After checking back with the restaurant it said that it hasn't received any order from my account.I feel cheated because of no service received from them and my money went to them for nothing.I request a refund.
DATE-25/10/2018
TIME

I ordered food from a restaurant on oct 19, 2018 (Order no# [protected]). They called me and told that the food is not available. I said okay and ordered food from different restaurant.
After some time i checked my account and i saw that they cancelled it saying i was not available to pick the food and also unreachable.

Please refund my order amount and also speak with restaurant for falsely cancelling the order.

I am not saying lie because i ordered same food from different restaurant and that was delivered successfully.

Now zomato is not refunding my money saying i was not available.

On 23rd september at 6.21 pm i have ordered food from dominoes by using zomato app but due to delivery essues dominoes cancelled my order.
My order was prepaid order and i haven't get any refund from either dominoes or zomato. Zomato suggested me to contact dominoes regarding refund.
But dominoes has already refunded amount to zomato. Which zomato hasn't refunded to me.
And i have contacted several times to zomato regarding this but hasn't get any satisfactory response
My zomato order id - [protected].

From: Vinod Ranka
Sent: Monday, October 15, 2018 8:46 PM
To: [protected]@zomato.com
Subject: Cancellation Charge for Accidental order due to App issue.

Hello Team Zomato,

I need your assistance for a wrongly charged Rs. 120 as penalty for cancellation.

This is the incidence of Sep 28th 2018.

I was order Combo Meal from my account. But the quantity was very less and unacceptable. I was contact your support team on Chat but they didn't help on that. I did call Restaurant but they refuse to hear my complaint even i told them that in past quantity was good.

Due to this I was reorder 1 plate of Manchurian on same restaurant but your App show me message that restaurant is unable to take order as you already have one order pending. I checked and it shown me the same combo order with that restaurant which was already delivered but it was not updated in app.

I tried 2-3 times for order new but when unsuccessful I again contact support over the chat you can verify that on my chat with your system. During the chat I got call from your delivery boy that my order for 2 plate/parcel of Manchurian was picked up and he will deliver in some time. At the same time I complaint for the same on chat as I was with them already but they denied to cancel it with excuse that I must get a message that order can't cancel.

When I didn't get order confirmation how do i know that my order was placed.

Now when your delivery boy reach to my home I also show him the chat and he call on his support line where I was instructed to deliver one and get payment for the same.

I was not told that rest amount will be charge me as cancellation penalty.

On Sep 30th

When I tried to order new from App on payment page I got message about this Penalty and My Cash On Delivery option disabled.

I contact again on chat but didn't get solution even person on other side message me that he will rectify that.

Yesterday I again contact your support but didn't get any solution.

If you chat support is useless then why you waste user's time on that. If i have to write this much long email to explain my issue via email only then what is the use of that ?

I need quick Solution on this Else I need my money back which I paid for Gold membership as this account is use less for me. I only use cash on delivery and Swiggy is better option for me as I never face any issue with them.

Thanks

Vinod Ranka

I work as a delivery partner in kochi locality. When weekly payout comes full amount is not enterd in my account. I call the support team for the further information about that problem. They were irresponsible and misbehaving in passing the information. I call again and again for knowing the solution but no one answering the call. Bad behave from the support team and the crew members...

On 10th October 2018 with order number [protected]I have ordered chocolate cake from Zomato but due to power cut delivery boy has rejected my order and asked me to reorder the same after sometime. He also added that Money will be refunded within 24hrs but till now my money is not refunded. Even after contacting them several times my money is not refunded.