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

Address:

4/3 Kayastha Para Main Road., Haltu. Kasba, Kolkata, West Bengal, 700078

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]@zomato.com, [protected]@zomato.com however they are so reluctant to even reply to my email.