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Zomato — order id: [protected] - amount deducted from paytm and no food received.

My friend ordered food from one of the registered restaurant (New shimla biryani) on zomato, at around 7:45 pm, the order was confirmed order id: [protected] and her paytm account was debited with the amount rs.471 (Including tax and service charges) and we all waited for the food till 9:00 pm and nothing arrived. We rechecked the app to see the status and found that the order is rejected reason mentioned as "we tried to deliver your order but your number was not reachable", however there was no call on the registered phone number 983xxxxxx12. When we reported this incident to zomato via chat some executive mentioned that this refund could not be made because "restaurant had already started preparing your order".

I found this as trick to be a easy way to harass prepaid customers and pull out their money without selling goods and services, because when you say "your phone could not be reached" there is hardly any way you can cross verify the truth in it.

I wrote this email to the legal team at zomato on 27th sept 2019 and copied to [protected], [protected] however they are so reluctant to even reply to my email.

Complaint Status

[Sep 30, 2019] Zomato customer support has been notified about the posted complaint.
Complaint comments  9 Comments     Updated: Share0Tweet0


Tried placing an order at 10:17 AM on 25 Sep 2019. Payment was processed via GPay which was successful but the order was not placed showing "Payment Incomplete". Bank statement also confirms that the transaction was successful.

I have tried to order via credit card payment but both times payment has been failed and my amount has been deducted twice on 25.09.2019 i.e Rs.158 two times. Order No.[protected] & Order No. [protected].

Im send money 484₹for zomato but my orders is incomplete why my money refund me please
[email protected]'s reply, Sep 24, 2019
my orders is incomplete why
I booked my zomato order but the same payment I made on first cash on delivery and then I paid the payment online.The delivery boy thought I had no money. And they took more money from me.So I want my money back. My order no is [protected]

I placed a order with zomato. The money was paid using google pay. Money was deducted from my account but the order was not placed plus the app is showing payment incomplete. Worst customer service. The chat in the app is not working the company is not responding.
Payment deducted from my account but zomato shows its incomplete

My order wasn't placed but the amount was deducted from my wallet please help

Parnika goyal's reply, Sep 24, 2019
please initiate my refund
I just ordered from SINGH'S PLAZA and paid through my paytm wallet i.e. 169 after the discount code. The amount got deducted but on the app it showed payment not processed. Tried contacting through the chat but got no response. I want my money to get refunded asap.
I hv ordered in pizza hut. My order is incomplete but money gets deducted from account.and i didn get refund

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