GRIEVANCE REDRESSAL MECHANISM
For Users residing outside the United States:
Ms. Anshum Singh
Grievance Redressal Officer
Zomato Media Private Limited
139-P, Sector 44, Gurgaon, Haryana, India -122002
Email address: legal@zomato.com
For Users residing in the United States:
Grievance Redressal Officer
Zomato USA, LLC
1551 Eastlake Avenue East, Suite 350
Seattle, WA 98102
Email address: legal@zomato.com
I placed an order for chicken steak from Fresh Menu Indiranagar, Bangalore through Zomato on 18th July 2019. My order number was 1016508133. However, I received a veg dish titled Veg Falafel Summer Bowl. following are attached:
1. copy of bill as per zomato app
2. Actual bill that was delivered along with the order
3. Photo of the order package with bill – bill states chicken and delivered box states veg
4. Photo of the contents of the delivered item – which is not even close to a chicken steak.
I tried to contact unresponsive, non-existent and non-supportive customer service. I was denied a refund on the claims that you had to refund some earlier orders. It is not my fault if Zomato or the restaurants it collaborates with do not have a QC mechanism in place. You can not expect me to keep paying for items I did not order. Just because you keep on delivering incorrect items repeatedly, does not mean you can steal my money. This is completely unacceptable.
I received a dish I did not order and I have not received a refund. Not to mention the waste of my time over your unacceptable customer support. My lunch hour planning was also affected because of your incompetent delivery and non-existent customer support. This is pure harassment and cheating.
Cancellatio charged levied even though order cancelled. Until solved no new order from me
Placed order #188438 2114 on 30th July 2019 received the order with missing items and support agent is not responding for my issue pathetic service. None of them are replying to my issue.
My Name is Rohit , i have placed an cake order today at 3:29pm with order ID1001962832.
after 20 mins i placed an request for cancellation of the order due to time constraints.I made payment from my credit card.
After cancellation request i received an call from restaurant and they confirmed that order is still getting ready and i instruct them to cancel the order as i have already placed an request to Zomato.
Idiot customer care person is doing chatting only rather then cancelling order.
i want my amount to be refunded back and please call and send email on below details:
9716783301 .
Please do the needful immediately, other i am going to escalate this matter on other forums and social media.
Regards,
rohit
My Name is Deepak Sharma & i had by mistake placed the order today at 3.23 p.m. Order 1647966959 which i cancelled immediately after it got placed & However the restaurant also did not accepted the order. But your stupid chat support is unable to understand the same & asking me to pay the cancellation charges which i will never going to do that… Name of the person who was from your Chat Support is Adarsh Sharma. Please check in to the matter n resolve before I take this upto social media ..
There are multiple instanceS with zomato where either they do not deliver the right food or they just cancel the order. Today I placed order for pizza with dominos via zomato. The delivery guy refused to deliver the food stating he doesn’t know the area. Tried getting in touch with zomato, but no resolution provided. Tried calling dominos, after an hour the call was connected however executive disconnected the call, on 4th attempt, my call was tranfered where the dominos agent refused to help. As a customer, I was stuck and was without food and the refund
guys day on day zomato is getting pished up with customers, i had great worst …. exp and will be sendig with all proofs to grieviance cell, lets c what they will do, its horrible terrible zomato is f….g cms values
Hi I placed an order for desserts which are pre packed food in error. Within a minute I requested to cancel the order as it was an error. But Zomato chat helpdesk is constantly telling me that the bakery has started preparing a brownie for me.
And now if I cancel, I’ll have to bear the entire cost. I am not able to understand how a pre cooked and packed brownie is specially being made for me and if I request to cancel I will have to pay for it. There responses from the help desk are extremely delayed and the rep forgot my concern as well.
Hi,
My name is Ruchika.
I placed an Order through Zomato from the Bikanervala branch of Greater Noida yesterday (ie) 9th Aug 2019 Friday for 2 Boxes of 500gms of Laddoo to be carried back by 2 guests at my place.
The Zomato Delivery Boy reached my gate and kept calling creating a ruckus to collect the stuff immediately as there was a strike which the Zomato guys were on and that my order would be snatched away by the others.
I rushed somebody to collect the stuff with the money.
However,
1. I received 1 Box of 1 kg Laddoo instead of 2 Boxes of 500gms which was of no use to me since I had to give it to 2 different people.
2. The Total bill amounted to Rs. 462/- and the Delivery Boy refused to return the change saying he had to rush back.
So I called the respective Bikanervala Outlet to complain that extra money was charged from me and morever the stuff sent to me was not what I had ordered.
To this he replied saying that it is Zomato’s concern and not mine. When I asked him why the order was wrongly sent he blamed the Delivery boy again. He said you can call the Zomato Helpline for the same.
To my astonishment I had paid more and not received what I asked for.
I started looking online to trace the contact number for Zomato. Unfortunately all the Customer Care numbers on the site were NOT IN USE. The following numbers Online say NOT IN USE.
91-8375073452 – Delhi Number
08512098614
And these numbers flash all over the Zomato Websites.
I was flabbergasted with this episode and decided NEVER to use this app again.
Totally unexpected from Such a Popular Company with being such a household name.
Hoping that Head Office looks into this matter and takes it seriously otherwise things are going to be bad for it.
Order no : 1766171271
Deleted my account associated with this email id due to this concern. Make sure this issue won’t repeat for other customer. Unnecessary charged cancellation amount
Team,
By mistake placed order, immediately tried to cancel order via chat option as no other options available , placed at 12.09 then waited for 3 mins for chat to response but no reply post 3 mins , immediately called restaurant as they accepted the order. Restaurant guys confirmed that they haven’t started preparing the order hence I requested them to cancel from their end . They did the same , while i was in call , no rpy from chat support till 12.15
Then restaurant call customer care then they cancelled but nothing is prepared. You can check with restaurant
Now due to app fault of no option of cancellation & no response im chat , food not started preparing then why you guys charging me cancellation charge
It’s totally Zomato fault. Chat person connected later after cancellation was not ready to help , why are these person assigned if they can’t even help.
It’s not about money but i am not going to use Zomato going forward
Greate strategy to loot money from customer with no option of cancellation.
Kindly refund my amount.
Thanks
Order no : 1766171271
Deleted my account associated with this email id due to this concern. Make sure this issue
Team,
By mistake placed order, immediately tried to cancel order via chat option as no other options available , placed at 12.09 then waited for 3 mins for chat to response but no reply post 3 mins , immediately called restaurant as they accepted the order. Restaurant guys confirmed that they haven’t started preparing the order hence I requested them to cancel from their end . They did the same , while i was in call , no rpy from chat support till 12.15
Then restaurant call customer care then they cancelled but nothing is prepared. You can check with restaurant
Now due to app fault of no option of cancellation & no response im chat , food not started preparing then why you guys charging me cancellation charge
It’s totally Zomato fault. Chat person connected later after cancellation was not ready to help , why are these person assigned if they can’t even help.
It’s not about money but i am not going to use Zomato going forward
Greate strategy to loot money from customer with no option of cancellation.
Kindly refund my amount.
Thanks
We have ordered some food through Zomato. Order no 1557389609.
But we received Tottaly damaged food. We have not received the food. I have also the Photos of damaged food. Zomato asked us to cancel the order. But we can not cancel the order. I need My order right now. I am waiting for my order.
http://chng.it/Y7dvCjvz
http://chng.it/Y7dvCjvz sign this petition to stop zomato to loot money from us. Spread to others. Save money. Bring zomato under regulation.
Hi,
My name is Siddhartha.My cell no is 8374261630.
I have been sending emails to you regarding the burnt food which i have received and an agent named Ravi kumar3 promised that within 48 hours the amount will be credited to my wallet but its been more than 48 hours and its zero..
Request id-(1114003)
order+id1114003@zomatocd.zendesk.com.
Order no-1087038703
Since 11th of august i am not getting any kind of response from you guys.
Even after promising how can you guys not credit the amount.Forget the wallet just refund the amount to the respective bank.
I sent you all the proofs of the food,even after that you are saying this “We have reviewed your account and regret to inform you that it reflects a high amount of credit activity based on your disputed orders in the past; hence we will not be able to make any adjustments in this case”.
you only tell me how much credits you have given me so far.Most of the credits i got is from the prediction of matches.You Uneducated People.You guys are really very shameless and you proved it damn hard.
The restaurant will send us bad burnt food you guys want us to have that ? Really ? When we ask for your help you say you are there 24/7 to help us but this is what you help us with ?
You want the customers to have spoiled,stale,burnt food and also you won’t refund the money even after promising.WOW just WOW.
Who gave you the right to do that?
I am going to take strict action against you guys if you will not credit my amount to my wallet or refund the amount to bank.
I will take this matter to court.Don’t you dare take me for granted..And don’t worry i have got enough proofs as well.
Hi,
I placed an order last night from a restaurant name Spoon & Chopsticks .. my order number is 1023294963 and my order was 1 Paneer Makhni and 2 Missi Roti as I received the order on time but when I eat it post which within 15 minutes I got an acidic attack and i was taken to the nearest hospital and I was there for almost 3-4 hours .. I had 2 injections and some medicines and till today morning I was not feeling well .. the food which I got from the restaurant was not at all a good quality food as the Paneer Makhni was full of red color in it and I started bloating after having that food .. I am not sure if Zomato is promoting these kind of restaurants but sorry to say that I am not at all satisfied with the service provided by Zomato .. and when I escalated this on the live chat option available on the Zomato Application .. that guy said that he is going to add 56 Zomato credits to my account .. what do you guys think I am a beggar of something … You guys are now insulting me by giving me 56 Zomato credits … My order was of almost 230 rupees and because of that food I suffered a lot as I was in the hospital and there also I paid almost 1500 rupees .. I will now get legal to it and I will file a case against Zomato now … Just because of you guys I have faced this problem .. and been a very regular customer of Zomato I thought maybe Zomato will understand my problem but no positive response from Zomato online chat support and there also I got insulted as the chat executive told me that he can only credit 56 INR credit to my account and that’s all what he can do .
Now I am highly dissatisfied with the service provided by Zomato … And I am going to delete the Zomato Application now and I will not recommend Zomato to anyone now and all of my friends and known who are using the Zomato Application I will ask them to delete this Zomato Application now .
Zomato is not at all customer centric and you are delivering very bad quality food … Anyone can die because of Zomato and these kind of restaurants who are delivering such a bad quality food .
I am definitely going to file a case against Zomato now as I need a competition on my loss and insult I faced from Zomato.
Thanks For The Dissatisfaction and Worst Experience With Zomato
Regards
Siddharth Mathur
9711094678 / 9718978697
****High Priority****
Kind attention:
The Founders, Senior Members and Decision Makers at Zomato.
Sub: Abusive and aggressive behavior by Zomato delivery agent
Hi,
I am almost a new customer of Zomato and have used the zomato app to order food over the last few occasions. I had started preferring Zomato over other apps. And, I must say it was a pleasant experience until last evening. I feel disgusted to even talk about it but I have to bring this up to the senior members in Zomato for taking prompt action.
Last evening, Friday 16th Aug 2019, I had ordered food through your app from a restaurant called Tandoor and Spice in Jp Nagar, Bangalore. Order was placed and arrived well on time. When the delivery guy Raje Gowda came with the food delivery we were about to give the payment in cash since it was cash on delivery. But because there was no change available we asked him if he had got the card machine which is very common. He said he didnt have a card machine and asked us to pay through either cash or Google pay or Phonepe. I went ahead with the payment through Google Pay. When I asked him for the UPI ID this guy Raje Gowda took my mobile and entered the ID himself. I checked with him again before making the payment, it was showing zomato on the ID. Then I went ahead with the payment and it was successfully completed right infront of him. After the payment was done I showed him the screen that clearly said payment is completed. On which he said give 5 star rating and he left.
In most cases this should have been over but not in this case. Food was ordered around 8.30pm and around 9.30pm I got multiple frantic calls from Zomato call centre from this number 080 6811 3800. I picked one call and was told that the payment was not reflecting and asked me to pay again to the guy in cash. I explained to the customer care executive that the payment was successfully done and I showed the delivery guy the payment success screen as well. Still the executive was insisting that the payment to be cleared. I told him to follow it up with Zomato delivery agent and not me. My job was done once I had made the payment. Suddenly the customer care guy asked me to speak to the delivery agent directly and patched the line through. The delivery guy was not able to understand a word of what was said and was not ready to listen either. The customer care guy was not able to handle the situation and could not explain properly to the delivery guy at all. To make it worse the delivery guy during that call very rudely said give me the house number I will come personally and verify. Till this point I kept my calm to great extent but then I lost it. Who are these guys to verify for a meager payment of 461/- rupees. It was not my problem that the payment was not reflecting in their account. They should verify with their bank and not with me. If the payment did not go through I would have given him the cash by alll means anyways. But as far as I am concerned the payment was done. To make sure that it was not a mistake at my end I double checked my Google Pay, I checked my bank account which was showing debit of 461/- and also I had the payment success confirmation mail in my inbox. The payment was very much clear. There was absolutely no neccessity for me to be dragged into this. Zomato executive completely failed to handle the situation. It is a known fact that the payments through Googlepay sometimes may take upto 3 days to reflect in the bank account. Considering it was late Friday evening it should reflect in the account by Monday or so in most cases. Zomato customer care guy should have told this to the delivery agent and closed the chapter. If needed they could have followed it up with me. I would have given all the screen shots that clearly shows that the payment was done from my end. The Zomato customer care executive let the delivery agent act this way and allowed him to visit my house all over again late night to create a scene.
To my absolute disappointment and frustration this delivery guy Raje Gowda landed up at my door at around 11.30pm along with one of his friend. It was almost bed time when they showed up. And, I have a small kid at home who woke up because of the commotion. They started arguing and asking for proof of the payment. I showed the Google pay screen again, I even showed him my bank account summary which clearly showed deduction of 461/-. But even after seeing the payment confirmations this guy was not convinced, and he was again and again coming back to the same topic and kept asking about thw payment. At that point it was very clear that this guy had some hidden agenda, someother intention. He came wth his friend to create a scene in my apartment and force me to make the payment again in cash and since I had already made the payment through Googlepay this cash would have gone into his own pocket. The moment I felt something was very fishy about the whole episode I told them to leave the building. At which both these guy started behaving very rudely. Both he and his friend were abusive and aggressive. Infront of my family members they started using abusive word. They told me to ‘shut my ass and sit’ infront of my building security and family members. They even came forward in a way to hurt me. Their intention was to somehow get the cash out. Then after a lot of drama I asked my security guy to take these guys away before I take any further action. I would have gone to the extent of calling the police for such an incident. Coming to someones house around 11.30pm in the night and creating a scene, using abusive language infront of everyone and threatening for cash were good enough reasons for me to take it to the authorities and police and even to social media if need be as I had all the proofs with me. My building CCTV footage and visitor entry logs will show that these guys indeed entered the building at that time which will be good enough for me to build a strong case. But I abstained from taking such steps although it was highly embarrassing and frustrating for me and I had all the reasons to do so. No words to express how the experience was. These guys were real nasty!
It was totally uncalled for. Very unprofessional and ruthless attitude by the delivery agent Raje Gowda. Even the Zomato customer care executive failed to handle such a situation, he should have just handed over the call to someone more experienced who could have handled it better. All it was needed was to wait for 3 days for the payment to reflect. The customer care executive should have controlled the situation going out of hand by controlling the delivery agent. For no fault of mine I had to go through such horrific and miserable experience with this Zomato delivery guy Raje Gowda. And, I am sure from your internal call logs you can check who was the executive who had called me from your customer care centre. I just started enjoying ordering food through Zomato app and then this happened. I am thoroughly disappointed with Zomato because of this incident and their customer care and delivery guys. Very very unprofessional. Despite being a customer and being on the right side I had to go through this mess and find myself in such a pathetic situation. Totally frustrating! After this experience I am not sure if I will use Zomato ever again. May be it depends upon what you guys do about it. I dont want to get into these kind of situations ever again. It was the first incident of this type ever. Never experienced anything like it with anyother Food delivery app be it Swiggy, Ola , Uber or any other. This is very unfortunate. I was just starting to get the hang of Zomato. This incident has ruined it. I will never forget this.
I am now bringing this highly sensitive incident to the higher authorities, senior members, decision makers of Zomato to initiate strictest possible action with immediate effect. I will wait and watch if this issue gets handled well at your end before I consider taking any further steps from my end with the police and on social media if need be. These days one wrong post on social media viewed by mllions of people can very quickly become a PR nightmare for any brand. So, it is of best for interest to prioritize actions to be taken and take them with urgency and contain the situation well on time. What I want now is an apology from Zomato for putting a genuine customer through such a horrific experience and want to understand what action you have taken about that delivery agent or your customer care executive. Terminate all such delivery agents, run a background check, take immediate action on customer complaints and feedbacks.
As a fellow entrepreneur and a respectable member and influencer of the startup world and the society at large, I have only one thing to say to the founders and senior members at Zomato… “Clear your ecosystem! Clean up your process! Beat it into shape if you have to! Sometimes arms need to be amputated to save the rest of the body from infection. Similarly, businesses need to take strict actions at times to amputate rotten arms to set an example of high degree of discipline and integrity and align its ecosystem towards a vision!”… I am sure both your investors and customers will appreciate this cleaning up process. When technology, people and process all come together as a cohesive blend that’s when you see real growth. The more transparent, friendly and upright professional that you make your system the more business that you can expect. Happy customers make happy businesses! With such a terrible agent network and unprofessional guys within your system all your efforts to create a good brand is going down the drains. Every single dollar you spend on your branding and marketing and PR campaign needs to be well supported by a highly efficient grievance redressal system to earn customer respect and trust. Only then you will truly get to see the real return on that one dollar investment that you have made. Do not let it go waste. Clean up now before its too late!
I am not writing this mail just to complain but also as an entrepreneur who is passionate about seeing Indian businesses becoming global brands to reckon with. I want this matter to be handled with highest priority and care. If I can spend so much time writing such a detailed mail to you then I would expect you to reciprocate and take prompt action as well. Whether me or any of my family members will use Zomato ever again and whether I need to consider other steps or not will entirely depend upon how you settle this. You want to stand out in the market, then stand out through your actions and not just words! Prove it to a genuine customer and a well wisher that he can still trust the brand Zomato!
Regards,
Sandipan
Bangalore, India
My Order ID
1284938534
Order From
Bhojan Ghar
Date
8/18/2019 – 2:06:46 PM
Delivery Address
8/33 Purbapally, Joy gopal das road, PO: Sodepur, Near Trikonpark, Srijan Abasan 2, Sodepur
I have paid
5 Tawa Roti with Veg Tadka Dal and Rasgulla
3×₹90.00₹270.00
Subtotal₹270
Delivery Charge₹12
Packaging Charge₹10
Total₹292.00
Though I ordered and paid for 3 Plates, Delivered by GOPAL CHANDRA SAHA Phone number 9831958483 only One Plate. When I Asked him about bill and what about other 2 plates. he said to Contact at Resturant in number 9331544123 (No one picked up the call) and said bill is not given by resturant..
Please refund my amount which I have paid.
If needed contact me 9836634764 and refund my amount which I have paid.
With best regards,
S.Goswami
ITS REgARDING ORDER NO. 1156221212.
YOU GUYS SUCK AT CUSTOMER SERVICES. THE RESTAURANT SAYS THAT THEY GIVE THE ORDEER TO THE DELIVERY GUY BUT NO ONE HAS DELIVERED THE ORDER TO ME. YOU SHOULD BE ASHAMED OF SUCH FOUL SERVICES.
THE WORST PART IS, NEXT DAY I AM SEEING THE ORDER IN DELIVERED STATE ON ZOMATO APP.
I am fedup with your services and responses. I have been contacted your customer services team on spot and got the confirmation from your agent by placing me in conference with the restaurant guys that the order was not ready and she had promised me about the refund.
Later I chat with your another agent after 2 days, as the refund didn’t happen. And he promised me about the refund after putting the email but again you started from the scratch.
For your information I was just checking the offers and I didnt place an order. Kindly refund immediately.
If you still need any clarification kindly contact me on my number : 7760088570
https://www.consumercomplaints.in/zomato-charged-for-the-order-which-i-have-not-placed-c2429309
This is regarding Order Id #1825444030 placed on 16th August 2019
I got Dal Makhni with weird taste. I contacted restaurant regarding the same and they accepted the same and suggestted me to contact customer care for refund.
Zomato customer care not giving satisfactory response, still waiting for refund.
I have uninstalled zomato app after having such bad responses from tomato customer support.
I AM MERCHANT FAT BIRD FROM KOLKATA AND MY NAME WAS LISTED IN ZOMATO PAGE FOR ONLINE ORDERS AND RATINGS AND REVIEWS .NOW FOR THE PAST 2 MONTHS I HAD BEEN SENDING MAILS AND RAISING MY ISSUE OVER THE ZOMATO APP TO REMOVE MY RESTAURANT PERMANENTLY FOR ONLINE ORDERS AND RATINGS AND REVIEWS BUT IT HAS BEEN NOT REMOVED YET AND THEY ARE HARASSING ME TO WORK WITH THEM WHICH THEY CANNOT FORCE ME TO DO.IF YOU DO NOT REMOVE MY RESTAURANT ENTIRELY THEN I WILL BE BOUND FO TAKE LEGAL ACTION AGAINST MR.DEEPINDER GOYAL AND HIS COMPANY.