| Name of Complainant | |
| Date of Complaint | September 26, 2021 |
| Name(s) of companies complained against | zomato |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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On date 23 September, 2021 I made an order from Zomato in the evening around 8 PM. Around 08:45 PM, No notification or update about my order as the guy was still there at the restaurant to pick up my order from Prem Chinese Janakpuri C4E. I raised a concern on help support about my order that were is the order and it was showing will be delivered in a while. I have raised the concern many times but still pop up comes its on the way will deliver the order. Frankly speaking there is no contact support or human chat support on Zomato. So I was responding to the chat which is automated by there system, that where is my order. But no response from their side. I tried contacting the delivery guy but the phone was off. I was not able to raise a concern on zomato chat support for this problem. Then suddenly after a while I see the delivery guy on map is showing he is out for delivery but still on the same place for atleast more than 45 mins. Then after this, same way I was complaining on twitter to zomato-care about this concern but there also no response. On twitter I received notification that we are looking into your concern but no resolution and guess what they didn’t even reply back to me on twitter. Side by side I was messeging on Instagram zomato also, that please help me regarding my order, but as you know no response again. I reach out to them on mail also but no response from them too.
Then I suddenly ses that the location of delivery guy on map moves towards some other place and still he has my order. The place he was moving towards was near by Dabri and after sometime I received a notification from Zomato that your order has been delivered around 11 PM at night. I raised this concern on mail, Chat support and even on twitter but no response from them.
Then I called the delivery guy next day to ask him where was he and what he did with my order. He told me what order you are talking about I was there in Dwarka. Then guess what he told me about him that he was not the guy who was there for the delivery, it was someone else who was his friend doing the delivery on his ID of Zomato. He told me that his friend is using his ID to deliver the food. Then I asked him why not he delivered my food at my place, the the excuse he gave me is that his friend was not getting payment from zomato from past a week and thats why he was doing this to his customer. I asked him now what I will do my payment is gone and never received my order, then he told me that you will get the refund for it dont worry.
Then around 2 PM today which is 24 September, 2021 I received a call from zomato support team. There was a Zomato employee on the call named Sneha. She told me on the call that we know that you didn’t got the order from zomato and we will going to refund your amount. I asked her about the concern and why did this happen, then what she told me at first is that the delivery guy was of restaurant itself as it was not of Zomato. This is the first lie. Then she told me she tried to contact the delivery guy but no response from him. I told her that I already had a word with him and why he was not able to complete the delivery and the complete problem what the delivery guy Shivam had shared with me. She told me again number was not reachable, then I told sneha to wait I will add him in the Conference Call. The call got connected and now we all three were talking on the call. The guy told the Zomato employee that he has not delivered the food to me. He agreed on it. He said the ID was been handled by his friend.
See how Zomato calls me and manipulate me for the concern that the delivery guy was of the restaurant not Zomato. Importantly, in the name and ID of delivery guy someone else coming over to our place. Taking the money first and not delivering the food but marking it delivered.
Not tolerable at all.
As it’s a security issue as well. How can someone else can visit with on the nme if some other guy. It can be a theif, or can harm my family too, as under someone else ID and details.
It’s against the law of Right to Safety.
Senior also called me up once I start posting stuffs on social media. They asked me not to do it, because it was not their fault as it’s a delivery guy fault.
Sahib Malhotra
Order ID: 2188655153
I never received my order from zomato and pathetic service and tracking system by Zomato.
Sharing the video link of my Instagram as all 10 videos are shared over there which includes recording of call chat with delivery guy and conference of zomato representative and delivery guy too. They agreed it was a big mistake from their side.
Please go with the link and watch all stuff and videos and other post too.
https://www.instagram.com/p/CUNM1AxMD3Y/?utm_medium=copy_link
Regards
Sahib Malhotra
Delhi, India.
