Zomato — order cancelled without permission and no refund given

Address:

Maduravoyal Bypass Rd, Chennai, Tamil Nadu, 560076

Dear sir / madam,

I am writing to you to raise an issue about: online food odering

The issue that i have experienced was: i had ordered for food via zomato at punjabi nawabi and i forgot to apply zomato gold. When i wanted to apply zomato gold, customer care said that i cannnot cancel and reorder as the restaurant has already prepared my food. (Within 1 minute???) when i argued about this, they cancelled my order and without refund and gave information that i refused delivery. I have screenshots wherein i have not refused delivery but they have cancelled my order stating that i have refused delivery. Customer care was not supportive and they did not respond to my messages.
My family had to go hungry as they had a bus to catch to chennai and my children and wife and senior citizen mother was left without food. Zomato customer care is horrible

It occurred on: 2/12/2019

I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back t.

Yours faithfully,

Sunil monteiro

Order number: [protected]