Zomato — my order got cancelled by restaurant zomato and didn't refund my money

 
1 Review
India
 Vineet Verma\ on Feb 16, 2019
I have ordered from the pepperez restaurant through zomato app. My order no. [protected] and my order was prepaid one.
The restaurant already took more than the estimated time to deliver the order and on top of that, they cancelled my order saying that my number was not reachable and deducted the whole amount.
I was in constant touch with the zomato chat support as my order get delayed and i informed him that i was trying to call delivery boy on the number mentioned in the app but he is not picking up the phone and his number is busy when i call him.
The zomato chat support didn't inform me even once all through this time that my number is not reachable. I even told him that the delivery boy is showing close to my location but he is not picking up the phone but still, he didn't coordinate and told me that my number was not reachable.
My phone was on and i don't know why they were not able to reach me, i am not denying and saying that they are telling a lie as it may happen due to any network issue but the support person should have informed me the same over chat before cancelling the order.
Zomato reserve the right to forfeit the prepaid amount if my number was not reachable but what about my (Consumer's) rights when the number of the delivery boy is not reachable and he is not picking up the phone?
Wasn't it justified that i had the right to be informed by the zomato support person when i had a chat with him way before my order got cancelled? Who was responsible for such a late delivery at first place? Who is responsible for the harassment i faced in the first place and had to be empty stomach all that time and to know at last that i lost both my food and money.
Since this is the second time i am facing such issue with zomato i was in constant touch with zomato support just to make sure where was my order and to make sure i didn't have to go through what i had to in past but i had to go through the same harassment i had to go through in the past.
What's the point of having zomato support if they can't coordinate and act responsively? I support person even refused to tell his name when i asked him so that i can escalate the issue and told me that he is not liable to tell his name.
I am attaching all the chat and call details screenshot with the timestamp so that you can make out that i was in constant touch with zomato support and tried reaching delivery boy many a time.

my order got cancelled by restaurant zomato and didn't refund my money
my order got cancelled by restaurant zomato and didn't refund my money
my order got cancelled by restaurant zomato and didn't refund my money
my order got cancelled by restaurant zomato and didn't refund my money
my order got cancelled by restaurant zomato and didn't refund my money

Complaint Status


[Feb 16, 2019] Zomato customer support has been notified about the posted complaint.
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    Zomato - my order got cancelled by restaurant zomato and didn't refund my money