Zomato — Offer and Cheating

Address:

SBIOA UNITY ENCLAVE, K101, K Block, 10th Floor,

Hello Team,

I wanted to bring to your attention an issue I encountered while using the Zomato mobile application. They put big bold offers in their mobile application. I availed the buy 1 get 1 free offer for Ovenstory Pizza, selected one pizza, added it to the cart, and proceeded with the payment. However, I noticed an additional platform fee of Rs. 3, which, when questioned, Zomato attributed to government approval. Interestingly, I haven't observed a similar platform fee on Swiggy.

The main concern arose when I received only one pizza, and upon inquiry, I was informed that I needed to add two pizzas to avail the offer. Unfortunately, this requirement was not communicated anywhere on the restaurant page or during the payment process. When I raised the issue, I was directed to read the FAQs and terms and conditions. I find it perplexing that Zomato charges an extra platform fee on its mobile application without explicitly notifying users about the offer conditions before accepting the payments.

I suggested that Zomato implement a notification system, such as a pop-up message, prompting users to add an additional item for the ongoing offer. Despite providing this feedback, Zomato stated they couldn't compensate or provide an extra pizza. I reached out to Ovenstory, and they redirected me to Zomato, creating a frustrating loop.

This incident not only wasted 1-2 hours of my time but, more importantly, left my family of four without enough food for the night. It's disappointing to note that this is not the first time I've faced such challenges with Zomato. I have proofs with screenshot of the offer, invoice and customer care chat message.

Expecting a resolution and right justice on this issue which seems to be Fraudulent in nature and cheating the people.

Thank you for your attention to this matter.