Zomato — cancellation of order because they said would deliver after 60 mins after placing order

Address:

122011

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.