Zomato — Serious Complaint Regarding Foreign Object Found in Order- Order ID [protected]

I am writing to formally raise a serious complaint regarding my latest order from Zam Zam, where I had ordered 2.5 kg of sweets.

Shockingly, we discovered a metal object inside the sweets. This is an extremely serious matter, as it could have led to fatal injuries. A person consuming this could have resulted in a life-threatening situation. Such negligence in food safety is completely unacceptable.

When I escalated the issue through your support chat, I received only automated responses, with no sense of concern, accountability, or remorse. The representative initially offered ₹500 as compensation, showing no understanding of the gravity of the situation. When I requested to speak with a manager, I was instead offered ₹700, still without escalation to a senior authority, and the chat abruptly ended.

This response is highly disappointing and unacceptable from a reputed brand like Zomato & Zam Zam. Matters involving customer safety, especially those that could endanger lives must be handled with seriousness, responsibility, and urgency.

If this issue is not addressed properly with an appropriate investigation and response, I will be compelled to escalate the matter to higher authorities. I have attached all the details & videos & pictures for your reference.

I expect a prompt and responsible resolution.