I am logging this formal public complaint against Zomato Limited for gross deficiency of service, illegal retention of consumer funds, and active violation of the Consumer Protection (E-Commerce) Rules and FSSAI food safety guidelines.
1. Chronology of the Incident and Food Safety Violation
On June 6, 2026, I placed a food order through the Zomato application under Order ID: [protected].
Upon delivery, the pineapple juice included in the order was found to be completely spoiled, heavily fermented, rancid, and emitting a highly toxic, sour smell.
The beverage was entirely contaminated and unsafe for human consumption. Serving fermented, degraded dairy or fruit products constitutes a severe health hazard that can lead to acute food poisoning.
2. Deliberate Evading of Accountability by Zomato Support
Immediate Escalation (June 6):
I flagged this critical health hazard to Zomato's chat support the exact moment the delivery arrived. Instead of reviewing the issue or looking at the evidence, Zomato's support network systematically shut down the ticket using hardcoded, automated AI scripts to deny a refund.
Continuous Rejections (June 6 – June 8):
I persistently reopened the ticket, demanding human intervention. Zomato repeatedly looped the exact same word-for-word copy-pasted rejection templates, explicitly refusing to allow a human representative to address the food safety violation.
Grievance Desk Defiance (June 8 – June 9):
Realizing standard support is a sham, I formally escalated the dispute via email to Zomato's legally mandated Nodal and Grievance Officer desks. As of today, June 9, 2026, my legal notice has been met with absolute silence. They are deliberately stonewalling communication to wait out the consumer.
3. Statutory Violations Highlighted
Section 2(11) of Consumer Protection Act: Zomato is guilty of a massive "Deficiency in Service" by failing to ensure that the products sold on its marketplace meet basic consumable standards.
Unfair Trade Practices: Pocketing upfront payments, delivering toxic products, and intentionally designing a customer service framework that prevents consumers from reaching a human representative constitutes an exploitative and illegal trade practice. Zomato cannot hide behind "marketplace immunity" when it actively manages payment processing and first-line logistics.
4. Final Demand and Legal Recourse
I am no longer requesting a polite resolution; I am demanding my rightful money back. I require Zomato's corporate escalations team to manually intervene, pull up Order #[protected], and issue a full refund immediately.
I have already cross-filed this grievance with the National Consumer Helpline (NCH - Grievance ID pending). If Zomato continues to ignore this public forum post and retains my money for delivering hazardous garbage, I will escalate this to a formal petition on the government's e-Daakhil portal to claim compensation for mental harassment and deficiency of services.
Resolution Sought:
Immediate full refund for the compromised order items and an official apology from a human corporate manager at Zomato.
Was this information helpful?
Post your Comment