Zomato — charges for cancelled order which was placed accidentally due to app error

Address:	Ahmedabad, Gujarat, 380008
Website:	www.zomato.com/india

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