[Resolved]  Zomato — order cancelled without customer confirmation and refund not provided

Address:

Bangalore

This is regarding my recent order from kota kachori on zomato. (Order number: [protected])

Issue: food has not been delivered and the order stands cancelled without my will. Refund has not been provided on it as well. Reason for cancel is being mentioned as requested by customer.

Details: zomato valet came near the delivery location and called me up. I told him the house address and asked to come 4th floor. He did not aggreed upon that and told to come downstairs. I asked him to come halfway to which he refused. I told him as quoted "if you cannot come i am busy with my work and could not come down you take that order i will talk to customer support". After that i raised a chat request for the order and asked to check why is he not coming till doorstep when just a previous order has been received by me at door. Customer support executive tried calling the valet and was unreachable, even i tried calling him and he was not reachable. Since i saw the cs taking away the order with frustration i had a serious concern with the order being tampered and raised the same over chat. To which i received a call from the cs stating that they have been connected with the valet and have asked him to deliver the order back. I explained the same concern and queried about the refund. I got a reply from the cs that in this case there cannot be any refund as the cancellation charge will be 100 percent. I did not agreed on the same and disconnected the call without proper resolution. After which i see the order got cancelled and reason being requested by the customer. I enquired the same on the chat and got a response that the delivery valet tried reaching out to me but i disconnected. The fact is there was no call by the delivery person and he was not within my visual so that i could have established a contact with him. I need to know is that the way it works and how can a order placed with my money be cancelled without my confirmation.

Resolution requested: refund my money as this order was cancelled by zomato and zomato valet without my permission and confirmation.