Zomato

Dear Zomato Team,

I am writing this with genuine frustration and a very heavy heart. Today was my mothers birthday a day I wanted to make special for her, especially since shes not someone who asks for much.

Shes elderly, and small gestures like a new dip or a favorite drink bring her real joy. So I placed an order through Zomato from Dominos as a treat: a pizza, garlic bread, a cheesy dip, the new Korean dip, and a 495 ml Pepsi.

What we received was incomplete and deeply disappointing. A tiny 296 ml Pepsi was delivered instead of what I paid for, and the Korean dip the one thing she was excited to try was missing entirely. When I saw the pictures she sent, I was just heartbroken.

She even asked me why I didnt send the dip I had mentioned. Can you imagine how that felt?

This might seem like a small slip to you or your partner restaurant. But these "small mistakes" have a big impact. My parents shared that tiny Pepsi bottle on her birthday.

The excitement of trying something new turned into confusion and silence. It may have been just an order to your team, but for us, it was a moment meant to create joy and it was ruined.

And this isn't an isolated incident. During Eid another special occasion I ordered noodles and got fried rice. I asked for butter tandoori roti and received plain tandoori instead.

That day, too, was ruined. Whats more painful is the realization that I can't trust Zomato anymore for moments that matter.

The question thats been haunting me is: Does Zomato care at all about its customers experiences, or have we become just numbers on a screen? Are partner restaurants held accountable at all, or are they free to treat Zomato orders with casual disregard?

These are not one-off issues. This is a pattern now of carelessness, poor service, and a lack of respect for the customer.

You market yourself as a service that brings people comfort and joy. But lately, it feels like you're just delivering disappointment.

I expect a serious explanation and reassurance that this behavior isnt tolerated, because I refuse to accept that this is your standard.

I truly hope someone at Zomato reads this and takes it as seriously as it deserves to be taken. Because its not just food.

Its moments. And youre letting people down in the moments that matter the most.

If you want I cant share the pictures aswell.

Sincerely,

Rasul Jamadar

Zomato Delivery Boy - Mohit & Raushan Mahato

Customer support agent - Vishakha

We had ordered Nomad Pizza through Zomato today. When we reached out to restaurant, they informed that the order will be ready in 40 minutes.

Even after 1.5 hour, the order was not ready & no clear communication was given in how much time the order will be ready. When the Zomato delivery boy reached the restaurant, we asked them to send the partial order with him and remaining order with our office staff since it was already delayed. Our office staff was handed 5 pizzas but the order with the delivery boy was still pending.

While checking for Zomato customer support contact number, we mistakenly clicked on cancel order. It was a human error.

We explained this to the restaurant & the delivery boy but we did not received the order. The restaurant manager even told that we will get our refund. We also connected with Vishakha - customer support on the Zomato application but she disconnected our call and closed the chat so we could not reach her.

Our issue remains unsolve which is highly unprofessional. We request imidiate action on this.