| Name of Complainant | |
| Date of Complaint | June 20, 2022 |
| Name(s) of companies complained against | zomato |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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On 19 June 2022 I ordered # order id 4116835324 shahi paneer from one of the 4.1 rated restaurant of Zomato, I choose option to pay it from paytm upi and paid the money, it was deducted from account, but when it returned to order page of zomato it showed payment not successful( I have paytm and my account statement proving same and also I got refund of it after some time) and suggested me to choose cod and pay (my order amount on delivery), So I choose cod.
Now, On receiving the order I found that they have sent me DAL Makhni inspite of Shahi paneer. When, I reported the same to their customer support via chat along with the photo , They only offered me a coupon of my order price which will only applicable for ordering on their app for next 30 days.
When I refused to take this coupon and requested for my refund they denied stating as this order was cod so we can not offer refund as we do not have source payment method source of it to return to you.
I was shocked by lamest over smart excuse of their that when you are taking payments from us you giving us every possible option to pay you(consider my paytm and google pay account is connected with the app and generally pay from them only).
Still, I told them that I can easily provide the method. After loosing their this lame point then and there they simply turned into complete denial that we can not give a refund on this.
So, I want to draw attention of all some important points here
1. First of all you ruined the mood of your customer who was craving for one thing and you provided completely different thing. You advertise your company by taglines like Every meal matter.
2. Secondly, You cannot force customers to order again from your app to by providing him only one option as refund that is your food coupon. This is totally unprofessional and very cheap tactic.
You can not retain them by doing so, As they will stay by good service and not by these cheap tactics.
3.Your customer executive gave excuse that they cannot return me my money as “there is no source payment method”. But, I would like to draw your attention that you have my source payment method that is cod. So Ideally you should return my money in cash only if you argument is this as you can return the money to my source of payment only. Now, being practical here and considering your company will not able to that , you can ask an online method from customer to return his hard earned money and this would be favor to you not to the customer. But instead of this you simply deny to return the money.
4. Another important point is your executives keeps on delaying , ignoring or repeatedly saying the same things so that either customer losses his temper and can you can get a chance to close the matter saying misbehaving issues, or simply gave up due to mental harassment and time wastage, and still if someone have enough time to spend and have capacity to bear so much pressure he will report to you then you will resolve it. But this is very pathetic. In long run people will hesitate ordering again remembering same incidents they face.
So, I request you to please take these matters a bit seriously and provide genuine resolutions.
