This is regarding order number 1278657000.

I had placed an order for rupees 226 on May 12, 2019 from rolls express.

I have been struggling since then to get in touch with Zomato executive or any other concerned person.

First of all, I did not receive the order. I have no idea as to how in earth did my order get delivered.

I received a call from one of your executives saying that the order can’t be delivered in my location and that I collect it from some place 4 km away.

He then very arrogantly asked me to cancel the order, refusing which he said Zomato will be cancelling my order.

However my order wasn’t cancelled and after 3 hours wait, the order showed as delivered.

On talking to your delivery support several times, they said my refund has been initiated under the Refund ID pay_CUf6fpxQoageOs.

I have got all the screen shots of the Zomato chat, proving how irresponsible and non-professional your team is.

Also, I have got in full, the call recordings from the Zomato executive saying they’ll cancel my order, to the outlet saying the order has left and has been delivered, and also the call recording of the delivery guy who said that he had to wait so long and that the Zomato executive very casually told him that the order has been cancelled and he can do whatever with the food package and mark it as delivered.

I have also got the screen shots of thr delivery guy’s location at different times between the 3 hour slot of the order being placed and the fake delivery of the order.

In addition to all of this, I have the record from the security guard that registers all the entries of the outsiders coming and going, and there was no delivery guy coming to my flat on that particular day.

First of all, I would want my refund. And then I will definitely be taking this incidence to the highest possible authority and highlighting the same on social media.

No such irresponsible behaviour and non-professionalism will be tolerated.

This incident also raises a security issue, as my order was not even delivered to me and my money was already gone.

Even though the amount wasn’t in thousands but nevertheless the trustworthiness of Zomato is questionable.

I also have the bank statement for the month of May, showing that my money was deducted but no refund was processed for about 10 days after making the complaint.

If required, I shall send you the screenshots and the call recordings.

Thank you.

Regards.