Zomato — glass piece found in milkshake

Address:	Kolkata, West Bengal
Website:	Zomato.com

I ordered a sitafal milk shake from 'the yellow straw' through the food delivery app zomato on 3 October 2018. While drinking the shake, a piece of broken glass came into my mouth. Shocked at this, i emptied the bottle into a utensil to discover another piece of glass (before which i was using the straw provided by the restaurant).

I wrote a complaint on zomato's "report safety emergency" section on its website immediately. I thought this would be their quickest and most proper response tool and the incident fits in the category of safety emergency.

I waited till the next evening (4th oct) but did not receive any response. So i contacted the regular customer care chat and mentioned about the whole episode and how i was still awaiting response from zomato. The shocking reply I received was "That is really unfortunate. However, we are unable to resolve this issue since it's come too late for us to carry out any effective verification of it, from our end"

How is it late? I wrote a complaint to their so called safety emergency segment immediately. Infact they dont even claim not to have received my complain. When should have i complained before receiving the order? N if complaining on the so called safety emergency section has no meaning, why keep such a misguiding thing?

If i had accidentally consumed the glass piece, it could have had severe consequences for me. This is the safety standard of the restaurant the yellow straw and the responsibility standard of zomato.

Please help