ZOMATO CUSTOMER CARE CHEATED ME

Name of Complainant Farheen S
Date of ComplaintMay 27, 2020
Name(s) of companies complained against
Category of complaint Hotels & Restaurants
Permanent link of complaint Right click to copy link
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Text of Complaint by Farheen S:

Hi. My name is Farheen and I am a Zomato Gold member. I had placed an order from ‘Madras Cuisine’ restaurant on Zomato today,in the evening. The order was 3 Chicken Lollipop. The order got delivered and to my shock I received ONLY 3 PIECES OF CHICKEN in TOTAL. Only 3 pieces of chicken had been delivered and that too it was not chicken lollipop,it was 3 pieces of chicken drumstick (leg piece). Have attached the images to this message.The total order amount was 540 rupees but being a Gold member my bill amount was 405 rupees. So technically I have paid 180 rupees for ONE LEG PIECE!!! I had asked help in their customer care regarding this issue. I DID NOT EXPECT SUCH IGNORANT REPLIES FROM THE ZOMATO EXECUTIVES. THEY REFUSED TO HELP ME KNOWING THAT THERE HAS BEEN A MISTAKE. PURPOSELY THEY REFUSED. Then I had no other choice than to contact the restaurant directly,and I called up the restaurant,had taken the restaurant numberfrom Zomato,luckily thw owner of the restaurant spoke. I explained the issue to him,and he himself agreed that THERE HAS BEEN SOME MISTAKE FROM HIS KITCHEN STAFF since he was not available at the restaurant. THE RESTAURANT OWNER TOLD ME TO REGISTER A COMPLAINT ON ZOMATO HELP so that he can initiate a refund for me. I again contacted the Zomato help chat section and told them the development (that the owner agrees his mistake and instructed me to register a complaint). TO MY SHOCK,THE RESPONSES FROM THE ZOMATO HELP EXECUTIVES WERE EVEN WORSE THIS TIME! EVEN MORE IGNORANT! It was so shocking! THEY REFUSED TO HELP ME AND MADE ME LOOK LIKE SOMEONE WHO IS LYING TO THEM JUST TO SEEK REFUND! THEY DID NOT BELIEVE ME! I EVEN SENT THE OWNER’s number on the chat telling them to contact him if they still don’t believe me,but they still kept COPYING & PASTING THE SAME OLD CHATS and they purposely kept beating around the bush. I WASTED MORE THAN AN HOUR IN MAKING THEM EXPLAIN OVER AND OVER AGAIN ! And the only ‘response’ from their side was ‘COMPLETE IGNORANCE’. They did not even give me an alternative solution to my problem. After more than an hour of wasting my time on them,the executive is telling me to SEND AN EMAIL to them REGARDING THIS ISSUE! They actually had the audacity to say that. Are their customers beggars to them? Are they giving us food for free??? WE ARE PAYING EXTRA MONEY WHILE ORDERING FOOD FROM THEIR APP. They convince us nicely to buy their Gold membership for 1000 rupees and this is how they treat their GOLD CUSTOMERS? By making them feel ashamed of them begging for THEIR OWN RIGHTS??? In spite of me sending the images of the food they sent me and in spite of the OWNER OF THE Restaurant agreeing to his mistake and instructing me to register a complaint so that he can refund,THEY DID NOT EVEN BOTHER TO TAKE MY COMPLAINT! This is their own policy right? Telling the customers to register a complain if they have an issue with the food delivered to them?? And they are going against their own policy! Shame on them. High time they stop cheating customers. Like I said,the customers are doing a favor to Zomato by ordering food from their app,hence Zomato people should be thankful to us instead of thinking they are superior and they can be as ignorant as they want. Please take some severe action against this issue of mine. I cannot believe that after 4 years of being their regular and repeated customer,this is how they treated me and this is how they CHEATED ME.

Image Uploaded by Farheen S:

ZOMATO CUSTOMER CARE CHEATED ME

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