Zomato — not refunding the amount for cancelled order

Address:

560067

I had placed an order which got accidentally confirmed while browsing through the menu. The amount was rs. 632.8.

As zomato chat was not responding even after i waited for fifteen minutes, i called the restaurant and the delivery boy from zomato whose number was displayed on my app. The restaurant had declined the order and it was reflected on my app.

Zomato called me where one call i missed and the second call i attended. The executive assured me that the order is cancelled and my refund will be done. I even got the refund confirmation as zomato credits on my app.

After all these, in the evening when i opened the app to order dinner with my zomato credits, i was surprised to see the credits as zero.

On contacting the chat support, i got a response as "as per our records, your order was cancelled because we were not able to connect with you. We will not be able to initiate refund as our delivery person and support team tried several times to reach out to you but there was no response at your end".

After asking the chat executive at least to explain his varying responses and to recheck my call and chat records, he was not willing to do so (And was rude) and was just asserting that he will share a stern feedback with the delivery management and try to improve and so on.

I m deeply troubled to be having to write about zomato where in my rs.632 is gone for no reason.
Being a regular customer of yours, don't you guys at least have a responsibility to treat your customers with respect and empathy?
I even emailed zomato customer care with following ids: [protected]@zomato.com, [protected]@zomato.com and [protected]@zomato.com. Nobody replied yet. I waited for 4 days.

Expecting my refund as lazypay (It was my payment method) at the earliest.

Date: 8th october 12:01 p. M