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 haved already mailed my issue last Saturday and i have not received any response from your side. My issue was this that i ordered ice creams from baskin robbins on 31st August last Saturday and i first of all got the delivery late, secondly i got the ice-cream unlabeled, the harrasement and the shameful thing was this that i had to first taste the ice cream before giving it to my family, how cheap is this, thirdly i got one waffle less which i paid money for that, that means i got 2 waffle instead of 3, fourthly i got melted ice creams which i paid my hard earned money worth rs 813.
Is this kind of service that you provide and the harrasement and the cheapest thing that you did for the customer
I will mail it to the higher authorities because i want my money back.
I have always ordered from zomato and didn’t got any issues in the past that you can check from my records, this is the first time and i will not leave like this. Please refund my amount as i am sure you do everything for your customers
I need the reply asap
i placed an order through zomato for bikkgane at first order when i
placed i clearly asked them to update alternate number which they
didnt then they send me the number of the valet whom i called more
than 8 times he didnt answer the call and order got cancelled. then i
placed the order again paid via paytm this time i called the guy in
advance and told him about what the last guy did he said i am in palam
and will deliver your shortly i waited then again i receive msg from
zomato saying valet cannot reach me and to call on his number i called
15 times he didnt answer the call and then order got cancelled i
called the outlet they said that it is the delivery guyz who do such
things at times and then when i did chat to zomato customer care
shared what happened they ended up saying that it was my fault that i
didnt answer the call and then when i asked for the proof they said we
do not have proof however we have in our system documented that i
didnt answer the call then i called that guy from other number however
he did block all of my numbers and i asked fro refund and they denied
giving me my money back. i need this to be sort out and i want this be
shared with as many people as possible.
contact number of valet : 9891254068
Hi Concern ,
We at Country Inn & Suites by Radisson , Meerut not getting any response from concern local person Sanyam Pahwa his mail id is ‘sanyam.pahwa@zomato.com’ & contact number is 09643598131. We are the partner . A big blunder had happened from Zomato’s end as no GST is implemented in any our food items . We are doing loss in every orders . We have tax structure of 18% GST . Several calls & reminder mails have been done is past & till date . Zero Support from Zomato .
I ordered biryani from tomatoes Guntur amount was paid but Zomato shows money not paid
order no.1906817455 dated 25.08.2019 for Veggie Delight Pizza Size (13 inches) paid Rs.380/-Ecom Trxn. dated 25.08.2019.
This bring to your kind notice that I have placed above said order thru zomato .
First of all I have received order 20 minute late. secondly your delivery boy bring 6′ Veggie delight Pizza instead of 13″ inches.
Thats why i had cancelled the order.
i have received SMS message from your end refund will be reflecting in my account within 2-7 days.
I have received RRN No.30004692389237150973952.
First time I placed order to zomato but its very bad and irritating experience for me.
I have not received any message nor any refund till writing the above lines.
You are humbly requested to please refund above said amount as early as possible.
Hi!
We placed the order around 11.48pm with Zomato at Zaki’s kitchen in Hyderabad
After 50 min of waiting, we called up the rider and he told that he has gone to home as he can’t deliver the order because it’s raining.
And he didn’t had internet or calling minutes to call and inform
After putting the phone down
Within 5 min he put the status as the order has already been delivered.
When we chat with customer care,They changed the delivery status to order cancelled By restaurant to cover up the incompetency of the rider, gave us 31 credit points and initiated refund.
We really didn’t expected this incompetency and negligence From a good brand like Zomato.
But can you please tell us, is this the way a gold member shall be treated?
For your reference: order number:1373575378
Hi.
Team i have requested you ASM Of gulbarga zamoto to empanel the chicken county restaurant because its an leading restaurant in bidar but Mr.shiva mahroor has badly denied my request and challenged me “karwa key dekha woh restaurant empanel” actually Mr mujeeb has already submitted required docs for empanelment but Mr.shiva demanding an amount(bribe) for empaneling the restaurant.Request you to pls empanel the restaurant.
Hi, I am your customer and my order number is 1859125215 . Today I order a pasta from zomato And when I call your delivery boy for my order firstly he said if u want your order you need to come out on road and he misbehaving with me. And even he was not delivered my order but in the software I saw that the status of my order is showing delivered. And now your delivery boy not picking my call. And I want the explanation regarding this Frod.
Even yesterday I got two orders from zomato which was very nice and the delivery boy was very professional yesterday.
I want result as soon as possible or I will take a strict action regarding this frod.
Food order canceled by CC representatives without my knowledge and now support team refusing to refund my amount…
My food is not even prepared by restaurant I took confirmation from the owner at the same time, so it’s not possible that I holded the delivery. Complete wrong information. Anyways Good experience that such big name can make such loose statement just to avoid refund of only 200 bugs.
Why dont u share me the call details where I refused to take delivery or cancel the order.
This is intentionally happening i dont think Mr. Goyal will get benefited with this or who is benefiting with 200 rs …as Imyself removed Nd complete family and around 100 numbers have removed zomato …will keep on targeting till 1000 number. I understand won’t impact you much. But atleast myself will get convinced.
Hi Zomato legal team.
This is unacceptable.
As I already informed you. That’s I m not able chat with live agent’s on any issues on zomato app. It always says to send email.
Hence I logged out from application to chat with an agent. My order I’d 1741823192 . To discuss about my order since I didn’t get any response 1.5hrs and when I call driver. He said bike is not starting and will assign other agents
Hence I logged and decided to chat with an love agent. And I got Mr.Prasant Sharma. And he denied helping me instead he telling me login n chat. I clearly explained him. I can’t chat when I m logged in… But again n again he says to me login only. He is not ready to help me at all. And not ready to call driver or self. He acts like owner of zomato.
I seriously don’t understand. If a issue is with zomato. Do u guys think about helping customer or just follow protocols and avoid customer like Mr. Prasant did ? Again again I told him. That’s I can’t chat when I have logged. He repeats back to back login n chat.
Is this the way zomato customer service is ?
Mark my words. This is my last order in zomato. Nor me or my family, friends will not order in zomato again. .
U avoid this or escalate this to higher level. So Mr.Prasant learn about his mistake. I don’t care
Good bye
i placed an order through zomato for bikkgane at first order when i
placed i clearly asked them to update alternate number which they
didnt then they send me the number of the valet whom i called more
than 8 times he didnt answer the call and order got cancelled. then i
placed the order again paid via paytm this time i called the guy in
advance and told him about what the last guy did he said i am in palam
and will deliver your shortly i waited then again i receive msg from
zomato saying valet cannot reach me and to call on his number i called
15 times he didnt answer the call and then order got cancelled i
called the outlet they said that it is the delivery guyz who do such
things at times and then when i did chat to zomato customer care
shared what happened they ended up saying that it was my fault that i
didnt answer the call and then when i asked for the proof they said we
do not have proof however we have in our system documented that i
didnt answer the call then i called that guy from other number however
he did block all of my numbers and i asked fro refund and they denied
giving me my money back. i need this to be sort out and i want this be
shared with as many people as possible.
We had ordered for 3 types of breads and vegetables from Zomato (to be executed through a local restaurant singla), the veggies along with 2 types of bread were only delivered as per our order. The 3rd type of bread was not delivered to us.
The restaurant delivery doc received with the part order clearly states that the 3rd type of bread is not delivered. Even after immediately logging the complaint with due photographs, the useless service support of zomato and the restaurant are stating that order has been delivered in full. Without the breads the entire food order became useless for us.
I have the restaurant order receipt in original with me. If Zomato does take corrective action then I will be forced to take this to consumer forum.
Reference order id 1753187985
Refund no. ZTD-19-6F34B3BA606BA. Not processed since a week!!! Customer executives on chat and email are providing contradictory comments!!
The promo code given by zomato is not working. It is gives for trouble of last order. I orederd again and promo code is not showing any result. I want to know why my order has cancelled? . And when money will be refunded? Very bad experience with Zomato.
Delivering dominos pizza took around 1:30
Mins whereas the promise was 30
Mins delivery….Also the customer care no. that Zomato had of Dominos was outdated. Pizza was delivered cold. Couldnt serve it to guest. Zomato chat bot apologized but when asked for compensation he cud only deliver Sorry and showed helplessness as they mentioned that they dont have any control on vendo. Bye Bye Zomato…..I am permanently shifting to Swiggy!!
ZOMATO USELESS SERVICE: Delivering dominos pizza took around 1:30
Mins whereas the promise was 30
Mins delivery….Also the customer care no. that Zomato had of Dominos was outdated. Pizza was delivered cold. Couldnt serve it to guest. Zomato chat bot apologized but when asked for compensation he cud only deliver Sorry and showed helplessness as they mentioned that they dont have any control on vendo. Bye Bye Zomato…..I am permanently shifting to Swiggy!!
Rider stole my dinner,Zomato stole my money.I was a happy customer in Zomato.Your rider was very hungry and greedy to steal customer food
I have ordered Cashewnut chicken curry for Rs 187 on 13.10.19 and paid online.I was declined delivery saying wrong address and refund was also not processed.When I enquired with Zomato they say you have given wrong address that’s why no refund and no order.Is this a fair practise for a genuine & regular customer like me? I want immediate resolution either initiate a refund or send me back the ordered item?
The application is the worst business holder, the app donot have correct path to speak with executive, the person is hungry, and the time when restaurant decides they don’t deliver some area here, why didnt have zomato greyed out the resto before. Worst application, Uber is much better. Shameless people. The restaurants is mojjo pizza, and finally I had to speak to mojjo cust care, Imran, his voice intentioned he donot care anymore, and you guys take money in one shot why not money back in one shot. Disgusted from many years here. This kind app’s should stop working in food business
Hello,
I have ordered the food using zomato. And due to some issue have canceled the order.money got deducted on my account and i havent receive any refund amount.that how this type of apps makes fool to their customer
Hi,
I want to put a complaint against Zomato customer care rep.
I simply inquired about my order, whats my order status, when did I ordered and when will it reach me ? (not a word more than this).
On this your rep replied in chat switching to hindi..
> Aap bolo to logo ka jhuta khana bhijwa doo ?
on Asking why he is being rude to me, he said
> I am trying to understand you.
on Asking why is he trying to understand me..
> I am trying to understand customers like you.
After this I understood someone is behind the desk who have no idea of what he is doing.
I understand that I had very bad experience with customer care specially after buying Zomato Gold and I also lost my patience few times on not getting any reply and felt that Zomato customer care is in practice of ghosting or have too much on plate to handle.
But if I share my screenshots of chat it is very clear that none of the customer care rep ever took any initiative to read history and reply, they just start from Hi and mostly disappear after hi, may be it is a bot that replies.
I am sure in this instance this kind of rude and irresponsible behaviour was not called for.
I would like to share evidence to showcase you the poor side of Zomato customer care.
Dear Sir,
Worst and pathetic service experienced from zomato.I have ordered from zomato on 23/10/2019 at 9:45 pm and by 12:00 am they said we are cancelling your order because we are not able to deliver your order as delivery boy who took order could not be found.So we are cancelling your order.By the late of 12am, we are not in state to order from somewhere else.from your service authority its just an order, but for us it’s an food. For them cancelling is an easy option as we are fool.It was birthday and i haven’t receive my order and i have even not received my money also yet.I don’t need any vouchers in return. Request you to reverse my money as soon as possibe.My order ID is 1126657005.And one thing i will say i am not gonna use zomato again with this experience.
Mailed you with a great hope. so that these service people did not fool next time. Need money ASAP.
This is regarding my order ID- 1893201335 from Meghana Foods Grand and i had paid INR 311.
Though my contact number was updated any days before placing an order, Zomato displayed my old contact number on the order which was cancelled by restaurant as unable to reach.
Zomato also has not reimbursed the money deducted for the order that was cancelled 15 days back with multiple follow ups. Zomato also pointed fingers at me and threatened that they will not reimburse my money at all when asked why my money is not reimbursed and I am waiting for the same for more than 15 days.
Zomato provides wrong information to there customers. Today, I order before orderings my food its showing a time stamp offer. Delivery under 23 mnt else free. But after submitting my order its showing 29. Then again after that their delivery guy comes late at 22:15 instead of Zomato app commitment time 22:09. Such a pathetic service they provide to there customers. I have proof screenshots..
I Ordered from Zomato and they cancelled the order by themselves without my permission. The worst service given. They have refunded the money and asked me wait for 7-9 days inorder to get it. I asked them to arrange food for me but they didn’t do it. if this is the service of Zomato then I don’t trust it anymore. We order by paying money and wait for food and after sometime they jst send an SMS stating the order is cancelled
Hi,
Are you guys bot or this is automatic responses? Please forward this email to higher authorities and raise the SR(service request) for this refund and escalate to the authorities those have access to refund the full payment in my mobiwik payment. Please remove that coupon. I do not want to order again. Take access from the higher authorities and issue refund in my mobiwik wallet asap. And give me SR(service request) number for this refund. Otherwise I will take further legal action. If you want me to take legal action then please inform me asap.I want money back only in my mobiwik wallet. Forward this email to your supervisor or manager, cc them in the email and ask them to issue the refund. Its is my money, I do not want to order again. I want my money back. I will take legal action. I will go to the consumer forum. I will not use the app again. I will tweet on twitter with all picture and your email screen-shot. This is worst service ever. This is scam. I want my money back. Is Zomato is so cheap and small company that the company were unable to issue refund in customer’s account. Be ready to face the legal action and you have to pay in more with all harassment I have faced. I do not want to order again. I do not know, I want my money back in my wallet. I will screw up everyone from lower to higher department. I want mu money. I do not know. Give me my money. Why you were keep rotating and sending apology email. I do not want your apology. I want my money back in my wallet. I dont know, you need to fill that amount in my wallet. I do not want apology. I want money.
Regards,Vivek
I had order a full butterchicken ….but they deliver me half….shameful zomato