| Name of Complainant | |
| Date of Complaint | August 16, 2026 |
| Name(s) of companies complained against | zomato |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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To Whom It May Concern,
I am writing to formally lodge a complaint against Zomato regarding the handling of a recent food order and the company’s inadequate customer grievance redressal mechanism.
I placed an order through the Zomato platform and received an incomplete delivery. Certain items that were clearly mentioned in the order details were missing. Upon contacting the restaurant directly, the restaurant acknowledged the issue, accepted the feedback, and advised me to seek a refund through Zomato, as the order was placed on their platform.
However, when I attempted to report the issue through the Zomato application, I found that there was no suitable option to raise a complaint regarding missing items. The platform primarily provides fixed FAQ-based responses and does not offer a direct and effective channel to communicate with a customer support representative for genuine order-related concerns.
After sending multiple emails explaining the issue, I received generic responses stating that Zomato had “validated the matter from their end” and found no issue. However, no details of the investigation, evidence, or basis for such validation were shared with me. As a customer, I believe I have the right to understand how my complaint was investigated and why my refund request was rejected despite the restaurant acknowledging the deficiency.
Food delivery is a sensitive service where customers may face various issues, including missing items, incorrect orders, quality concerns, or safety-related problems. In such circumstances, it is essential for a service provider of Zomato’s scale to maintain an accessible, transparent, and accountable customer support system. Restricting customers to automated FAQs and generic email responses creates significant inconvenience and undermines consumer rights.
Furthermore, there appears to be a concerning lack of transparency in the complaint resolution process. When customers raise complaints against restaurants, there is no clarity regarding whether refunds are processed, whether payments are withheld from restaurants, or how disputes are resolved. The absence of transparent communication creates mistrust and raises concerns about the fairness of the process.
Considering the large volume of orders processed daily across India, even a small percentage of unresolved complaints could potentially impact a substantial number of consumers. Therefore, I request a thorough investigation into:
The absence of effective customer support channels for genuine order-related issues.
The lack of transparency in complaint investigations and refund decisions.
The failure to provide customers with adequate explanations when refund claims are rejected.
The overall grievance redressal mechanism and consumer protection practices followed by Zomato.
I seek a fair resolution of my complaint, including a detailed explanation of the investigation conducted in my case and appropriate compensation/refund for the incomplete order received.
I request that this matter be treated seriously and investigated in the interest of consumer rights and fair business practices.
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