Zomato Complaints & Reviews

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

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.

I have ordered food from zomato on 19/10/2018
Order from nafees restaurant.
Placed on 19th oct at 06:41 pm.
Id: [protected]. This particular order was cancelled by the person delivering my order named mr gagan and the company is saying i was not available at the time of delivery and they will not refund my money.
But when i talked with mr gagan he said i rejected your order as restaurant was taking too much time to prepare my order hence i cancelled your order
Please help me to refund my money

I have ordered food from a restaurant. I suddenly got a message that the order was cancelled i did not get a refund. Enquiring about the issue they said my phone was not reachable but it is under reach range. I either want the order or the refund they provided none. Poor service i lost 250 rs without any refund too. They said i could negotiate through mail and even that was not done properly. Worst service ever.

I ordered from kolkata on 23rd october, 2018 (Of total rs.71). Then after 30mins i get a message that my order was cancelled as they have tried to contact me but cannot. I got message from the customer care within a minute, customer care told me that my money will be a penalty but a message is also received that i have already received a refund of 71rs as zomato credits. But nothing as such was refunded. I even told them that i can myself go and collect my food if you are not refunding. The zomato service told that my phone was out of reach, which was not. I don't know how i haven't received a call also. But my number is as always active. And it has been a year i am using zomato with this number.
It's been 24 hours and haven't received any money yet. I paid using paytm. I want my refund back. Please look after this.
Complaint comments

I ordered an vanilla icecream family pack through zomato. I ordered it and after that i received the call from the ideal merchant and he told me the vanilla brick is only for rs 150 + rs 13 tax + rs 10 delievery charge = total rs 173 and i have paid rs 273 + rs 13 + rs 10 = total 296.. So i want my difference amount back i. E rs 123..
And it is very wrong that you are charging an extra amount from the decent customers. So i want my money back. Its a very irresponsible behaviour from you guyzz never expected. And when i told the customer support neither he cancelled my order nor he refunded my difference amount and he refused to help me in any way.

Zomato is highly unreliable and please be doubly sure in utilizing the services offered via this site. Atleast twice my order has been declined at the last moment post the acceptance confirmation. This too from the restaurants which had provided me the services to the same location. Really frustrating. I am suggesting this with conviction and basis the data. I would like to see the corrective actions being taken by the concerned in zomato so that the others don't suffer. I would wait for the same.

Worst service ever experienced from any of its kind. Order id :[protected]. We made the order for 643, paid online. Didn't get any call. We kept tracking online and found cancelled from tomato side. When we contacted them, initially he said u didn't pick the call, later he said u were not reachable. And he literally said to us within a five minute time that, now u can forget about ur 643/-. We asked the chat support team to get the snap shot of delivery boy's call history. Moreover, we have ordered the food to aiims, new delhi, and mentioned the clear address and gps spotted our location. We know if it was a cod, they would hv been on their knees for food delivery. We asked them to deliver the order anyway, but ur agents just denied it. Chat service is a utter time waste, they are good for nothing. We will surely insist our friends and groups to stay away from ur service through what ever way possible for us.... #zomato trap.

I had ordered at kabab magic on zomato. There was some confusion about the address and the rider had called me and got it cleared. Within a minute i got a call from customer service and they told that they'll cancel the order and the money will be refunded. But when i checked the order summary it said that they can't refund the amount because i had denied the order as i was not able to collect it. I tried to contact the customer service but they also said the same thing. I want my money back to my paytm wallet as there was no mistake on my side.

I ordered from al-baik.com, gomti nagar, lucknow on 22nd october, 2018 (Of total rs.340) and cancelled the ordered within five minutes. On placing the order i got a call from the resturant asking about the order, i told to cancel it so he cancelled it and told me that i will receive call from zomato for the confirmation of cancelling and refunding. I got call from the customer care within a minute, customer care told me that i will receive the refund of rs.340 within 1 hour 30 minutes.
It's been 24 hours and haven't received the cashback yet. I paid using paytm.
I complained about the issue on zomato chat service but it wasn't helpful.