Zomato — pre-paid order cancelled as my phone was "unreachable" and rs 535 not refunded

Address:

Kolkata, West Bengal

Hello,

I had placed a pre-paid (Net banking) order (Order ID. [protected]) on 12th October, 2018 from Royal Indian Restaurant. The delivery boy as well as zomato support said my order was cancelled as they could not contact my mobile no. I met the delivery boy right outside the main gate of my house and he said the order was cancelled and I would get a refund. The zomato support on the other hand said I won't get any refund as I couldn't be contacted, claiming it as some non-refundable policy.

I'm terribly dissatisfied with this strange policy from Zomato. A person's mobile may have faced network issue but it doesn't make sense that they won't get the food, nor will they get any refund.

When the support (contact person Aditya) called the delivery person 10 mins after he left my house, he claimed he had given my ordered food to some poor people. So instead of giving it to poor people (which he claims, not that there's any proof that he hadn't stolen it himself), he could have handed it over to me when he met me. Also, from the delivery boy's perspective, I don't feel the urge why they would call me so many times. If they couldn't contact me on mobile number, they were waiting right outside the main gate of my house. So there was no problem in finding the address. My question is why didn't they simply ring the door bell and deliver the food instead of trying to call me over and over?

It's because of his lack of common sense and Zomato's strange policies, I'm the one who's having to suffer by losing all my money and not getting any food.

Below are the order details:

Order ID. [protected]
Name: Subhasis Datta
Restaurant: Royal Indian Restaurant
Delivery boy details: Sk Sarwar Ali ([protected])

I used Zomato multiple times before and was quite satisfied with their services, but this time it totally dissatisfied me and I will never ever order food on Zomato, especially by Net banking or pre-paid methods.

It's also very frustrating that I was told I'd get a response within 24 hours of emailing to [protected]@zomato.com, but I haven't received any response even though it's almost 48 hours.

Thanks,
Indrasis