Zomato — my food delivery cancellation charges..

Address:

B-804, The Icon apartments, next to elements mall, Thanisandra, Nagawara, Bengaluru, Karnataka 560045, 560045

This is regarding my zomato app order id: [protected] date: 28 sep, 2019 from kfc, elements mall, thanisandra, nagawara, bengaluru, karnataka, india.

I am charged with a cancellation charges of inr. 1256/- because ur food delivery rider tried contacting me on phone and i was not reachable.

I have been continuously writing to zomato orders support team and they have been giving me a standard reply (Which according to me is kind of faked or bots) that as per new zomoto order cancellation policy u have been levied this cancellation charges.

I have been asking ur support team only few simple questions for which i haven’t still received a reply. According to me a satisfied customer is ur brand and not otherwise. Either ur support team and their managers is not well trained to offer the best customer experience or u guys take this market for granted (Sab kuch chalta hai, yeh india hai).

My question to the team were;
1. Refer to ur app, wherein i had updated my mobile number to my india number [protected]. This was done long back. So ur app should have picked my this india number, instead the app picked my dubai number[protected] for this particular kfc order. I did no manual intervention to change.
2. My address is so clear in the order that ur competitors like swiggy, bbdaily etc... Don’t have any problem delivering me the stuff. They deliver without even calling, as the order has very clear flat number and address details. The security doesn’t stop, because ur order delivery paper is clear.
3. Ur app clear takes the rider person to the building.
4. My building has a security gate and they check for details. Seems ur rider never contacted the security gate. Instead he was just trying to call the number.
5. We have a apna complex app for the building and we get notifications i[censored]r rider had tried contacting us from the gate.
6. Our security gate, in case of doubts even tries calling my house intercom to allow the delivery. This also did not happen. Ur rider never even approached the security gate, otherwise we would have got a call from the gate.
7. When the food delivery was cancelled, i went personally to the gate and checked if somebody approached with a food parcel from zomoto - kfc. They said no records. We have cctv footage to prove my case, that ur rider never approached the gate.
8. Then i went to kfc to check if my food has been returned or left there by the rider, because i was not reachable on phone. Kfc after thorough checking clearly said no parcel has come back.
9. I contacted zomoto customer support and got the rider number to check the status so i can go and collect from him.
10. Firstly ur rider said he gave it back to kfc store, which is exactly 2 minutes from my home.
11. Then the very supportive kfc manager called the rider and threatened him. He said to the rider that they checked the cctv footage and he has have never come back again to return the food parcel. So why r u lying and then ur rider agreed that he has eaten the food.
12. My big question is, when the whole event happened in less than 30 minutes o[censored]r rider cancelling & me visiting the kfc store and ur rider got chance to finish my food which is generally ordered for 4 people.
13. Ur rider lied at the first place, which is a clear violation and effecting ur company will image.
14. How can ur driver eat my food without permission.
15. Why the food was not returned to kfc store? Kfc store confirmed that lot of riders are using then loophole in the system and eating away customers food. Seems the rider just waits for the customer not to pick the phone, so they can cancel and eat away the food. They keep on receiving such complaints. It’s a clear case of fraud and cheating and mistrust. Ethics is important for any business.
16. Why the food was not left at the security gate of my building?
17. Why no action was taken on the rider
Nagesh [protected]? The rider started arguing and said u complain anywhere sir i don’t care?
18. Why the customer service guys were able to understand my basis question about checking zomoto app for number confirmation, rider penalty, customer experience etc...

In lieu of the above, i want a written confirmation that either my fault or zomoto app fault and reversal of my amount.

Regards
Gopu nair
[protected]@gmail.com
[protected]