| Name of Complainant | |
| Date of Complaint | June 19, 2019 |
| Name(s) of companies complained against | |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
Hi,
To: whom it may concern.
My Name is Manu Karwal and my registered mobile no is 7042836003
This e-mail is to bring to your attention the most pathetic service I have received from Zomato till date. I have always enjoyed ordering food from Zomato, with good discounts and also great delivery speed and hot food. But last night, it was disastrous. I ordered Chicken Nuggets on Zomato app. It was around 9:15pm I was on my way to my home, and since my daughter wanted to eat chicken nuggets I pulled out my phone, ordered through Zomato and as always Zomato asked me to confirm the delivery address, so I manually put in the address to make sure the order gets delivered by the time we reach home.
So I got home, and after about 5-7 minutes I got this anticipated call from Driver, but he was sounding miserable. It started as – Where are your Sir?? , I said – I am at home, where are you bhaiya ? , His reply was I am outside Hotel Cabbana (which btw is 6 kms away from my house). I said hold on , what are you doing there ? did you not see the delivery address. He goes – No, I picked up the GPS location of yours, when you ordered. I told him politely – No bro, you are the wrong address, please check the delivery address and deliver it here. On that he said – He is not gonna come there, Its best if you come here. I said are you serious? You want me to drive down 6 kms to pickup the order? He said he cant do anything. He wil get me to speak to the customer service. I said ok and he hung up.
Couple of minutes later, I got another call from the guy called Adil Malik, from rider support team. Believe me this guy was super rude. He kept interrupting while I spoke, showed attitude on the call. Didn’t care to listen, I had to ask him – if I could talk and explain what has happened!! On that he said okay fine – boliye..!! when I explained what happened. Again in a very attitude tone, he said – ab main bolu ? I said ya go ahead, he says – he neither gonna deliver the food to my place, nor he is gonna issue a refund back to me. He is going to reject the order. I was fuming at this point, asked him what sort of solution is this? This order was for my daughter who is waiting for it now for almost over half an hour. I said you know what let me speak to your senior or a manager, and he says again with his swaggy tone – Nahi karwa sakta, coz there are no managers available. I said how is it even possible that there are no seniors available. So this guy simply refused that he is not gonna put me to anybody higher than him. I told him look im gonna complain about the behaviour of urs and this service of Zomato. On this he says – Haan sure, kar lo sir, jo mann me aaye kar lo, you are a customer, its your right. I am absolutely dumbstruck with this person’s attitude.
I tried to chat, but that 3 minutes wait time of chat took over 10 mins for anybody to come on the chat. By this time, I tried ordering the same food from my other phone. But now this restaurant wasn’t accepting the orders since it was around 9:50pm. This was not a great experience at all. Now I don’t have the food, I don’t get the refund to place the order, that eating place stopped accepting the order, my daughter is still hungry amking for her order, nobody came on chat. I tried calling customer care line, no one answered. Finaly, on the third attempt a guy answered, and said nothing he can do about it either, just write to order@zomato.com. He wasn’t even bothered to listen to my case, and all I could hear was the cheers in the background for India match. This was the most pathetic service ever I have received. This close to post it in FB forum too. Where I have the names of these guys who are blatantly damaging your reputation and don’t care about the customers.
