Zomato — worst experience and irresponsible customer service

Address:

Mumbai City, Maharashtra, 400067

I have ordered at Zomato (ref. [protected]) where I manually entered new address i.e. C/4, Dwarkesh CHS, L T Road, Borivali West, Mumbai 400092.
After 25 mins. I recd. call from Rider and asked me Sir where is your address located. I asked him where are you currently and he told me some Asthvianayak Road which I don't know where it is. I told him to check anyone near by you and asked for OM Jweller which is famous landmark although my address itself is known. After 5 mins again he called me and then he said sorry actually i was calling customer care and by mistake dialed your number. I again asked where did you reach and he was still there. Finally after 10 mins I recd. call from Customer care and they mentioned your address is incorrect.

I am shocked when I came to know Zomato app is having issue to detect location and enter additional map location which customer has not entered while placing order. Why I would enter additional address line after pin code...that too 4 Kms. away from my current location. My worst experience with Visesh (customer care executive) who doesn't allow to speak customer and keep on talking the same thing instead he can listen customer's concern and appologize for wrong detected address. Instead he keep on telling we don't have sr. person to escalate and we can't do anything ...your order will get cancelled and your money also will not be refunded. I told him that I can show MTNL or electric bill which shows address is correct what I have entered but he just stick to his Zomato location ...2nd I told why rider didn't informed me...on that he said sometime location didn't detect so he can only call if he doesn;t find address...and then he told me you can go and collect your order from store otherwise you will lost money and then he disconnected phone call.

I called rider who told me he is already on the way to return my order at store and i won't get that order again back. I requested him wherever you are ...just stay there i will collect from you as I ordered this food for my In Laws for special occasion. Suddenly he started talking rudely and told me now I will not go to store...whosever I will get in on my way ...i will give it to them..."Jaao joh karna hai kar lo app" his no. is [protected]...he said I am tired now and going back to home ..."Abhi me store me bhi nahi jaonga" and then I told him i want to escalate this matter...he told me i dont have customer care number...aap joh karna hai karo...and disconnected the phone...

I got msg stating your order has been rejected and money will be refund in 2-3 days..

My concern is my relatives didn't get food in time and also such behaviour from customer care and rider are not acceptable. Hence I would request someone to take action against both so that another customer doesn't face such hassle and understand value of foods & time.